Roberto Nascimento – Executive Partner of DMS PARTNERS
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Shared Services Center (CSC)
Efficiency and Innovation in Corporate Management
The Shared Services Center (SSC) is an organizational structure that can be internal or managed by an outsourced company (BPO - Business Processes Outsourcing). Its main objective is to centralize activities and services common to several units of an organization, providing more efficient and integrated management.
The origin of Shared Services Centers dates back to the 1970s, in
corporate environment of North American companies. Initially, the objective
was to optimize productivity and reduce costs in a scenario of increasing competitiveness. In the 1980s, the concept gained strength and expanded to other
regions, arriving in Brazil in the 1990s. Since then, CSCs have evolved
continually incorporating new technologies and management practices to meet the needs of
demands of an increasingly dynamic and globalized market.
OPERATION AND BENEFITS:
• Specialized Team: The CSC has a highly qualified and
specialized in several areas, such as finance, human resources, IT, purchasing,
among others. This specialization allows activities to be carried out with
greater accuracy and efficiency.
• Standardized Processes: Standardization of processes is one of the pillars of
CSC. This means that all activities are performed in accordance
with uniform procedures, ensuring consistency and quality in services
provided. Standardization also facilitates the identification of improvements and
the implementation of best practices.
• Resource Optimization: By centralizing repetitive and administrative activities, the
CSC optimizes the use of human and technological resources. This results in
a more efficient allocation of personnel and the use of advanced technologies
to automate processes, reducing the need for manual intervention.
• Cost Reduction: The centralization and standardization of activities allow for the
elimination of redundancies and reduction of operating costs. The economy
of scale obtained with the centralization of services also contributes to the
decrease in expenses.
• Improved Operational Efficiency: With more efficient processes and a
centralized management, the CSC improves the operational efficiency of the organization. This
translates into greater agility in the execution of activities and the ability to
respond quickly to market demands.
• High Quality Service: The combination of specialized staff, processes
standardized and use of advanced technology ensures that the CSC offers services
of high quality to the company's business areas. This contributes to satisfaction
of internal and external customers.
HOW TO IMPLEMENT A CSC:
1. Know the Strategic Drivers: Identify the main objectives
for the creation of the CSC, such as growth through acquisition, centralization in
holding, cost reduction, process standardization and compliance
(compliance). Understanding these drivers is crucial to aligning the CSC
with the organization's overall strategy.
2. Define the Business Units Involved and the Scope: Determine which
business areas will be included in the CSC, such as Backoffice, Supplies,
Legal, Human Resources, IT, among others. Clearly define the scope of
activities that will be centralized to avoid ambiguities and ensure a
smooth transition.
3. Conduct Benchmarking Visits: Visit other companies that have already
implemented CSCs to learn about the models adopted, the lessons learned
and practical operation. These visits can provide valuable insights and help
to avoid common mistakes.
4. Map Current Processes (AS-IS): Perform a detailed mapping of the
current processes to understand how the company operates today. Identify points
improvement, bottlenecks and redundancies. This mapping is essential for
plan the necessary changes.
5. Define the Systems Architecture: Establish the technological infrastructure
required, including a single ERP, management platforms
support and service (Help Desk, Service Desk, SAC, Ombudsman and CSC) and
automation tools (RPA - Robotic Process Automation). The integration
of these systems is fundamental to the efficiency of the CSC.
6. Develop a Business Case: Develop a detailed business case that
identify the possible financial and operational gains with the implementation of
CSC. Include cost-benefit analyses, ROI (Return on Investment) projections,
Investment) and risk mitigation plans.
7. Define New Processes (TO-BE): Create optimized and standardized processes
that will be adopted by the CSC. Provide for the automation of repetitive activities
and manuals through RPA to increase efficiency and reduce errors.
8. Create a Service Catalog: Clearly define the services that will be provided.
offered by the CSC and how they will work. A catalog of well-designed services
elaborate helps to establish clear expectations with internal customers and
ensure the quality of service.
9. Define the Deployment Strategy: Choose between an aggressive approach
(complete change at once) or conservative (gradual change). The strategy
must consider the organization's ability to absorb change and minimize
interruptions in operations.
10. Test the Process: Conduct a pilot in one of the areas to test the new
processes and systems. Use the pilot results to make adjustments before
expand the deployment to other areas.
11. Prepare the Company for Change: Identify the people affected by the change.
change and develop a change management plan to mitigate impacts.
Include clear communication, training and ongoing support to ensure buy-in
and the success of the transition.
12. Monitor Team Performance: Establish performance metrics and
implement a continuous monitoring system. Monitoring
regular basis allows you to identify areas for improvement and ensure that the CSC is achieving
your goals.
If you are interested in learning more about the details of this project, we can
carry out a diagnosis in your company to indicate the best way to implement it
of the CSC.
Please contact DMS Partners for more information. Get in touch
with us, by clicking on the link below and get a short term upgrade in the management of
your company!!!!!!
Partner at DMS Partners – ROBERTO NASCIMENTO
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