Over the past 10 years, the management of support areas at large Brazilian organizations has undergone some important transformations. The main one is the structurization, increasingly more common, of the shared service centers. With the centers, the companies seek to consolidate the transaction-related activities of the business units into a central structure, aiming to reduce expenses by eliminating the duplicity of functions, standardizing processes and obtaining gains in scale.

To summarize, a SSC structure operates transaction-related processes that are standardizable and common to several different business units and which have the main objective of guaranteeing quality at the lowest cost when performing transactions.

Despite the gains experienced and disseminated, the following question arises: Does the current center operation model allow for the obtainment of all the expected benefits?