{"id":1369,"date":"2016-05-23T17:02:27","date_gmt":"2016-05-23T20:02:27","guid":{"rendered":"https:\/\/ssconnection.com.br\/?p=732"},"modified":"2020-10-30T11:36:37","modified_gmt":"2020-10-30T14:36:37","slug":"entrevista-coca-cola-femsa","status":"publish","type":"post","link":"https:\/\/ieg.com.br\/blog\/entrevista-coca-cola-femsa\/","title":{"rendered":"Jo\u00e3o Brodt, Head do CSC Cola-Cola FEMSA"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<p class=\"font_8\">Concentrado em uma \u00fanica unidade na cidade de Jacare\u00ed, interior de SP, o Centro de Servi\u00e7os Compartilhados da Coca-Cola FEMSA,\u00a0conta com 130 colaboradores e \u00e9 respons\u00e1vel pela presta\u00e7\u00e3o de servi\u00e7os exclusivamente no Brasil. A homologa\u00e7\u00e3o de processos e compliance foram grandes motivadores para instala\u00e7\u00e3o do CSC em 2007, juntamente com o interesse da empresa em utilizar o Centro de forma estrat\u00e9gica na alavancagem de novas aquisi\u00e7\u00f5es, como j\u00e1 era realizado no CSC do M\u00e9xico.<\/p>\n<p class=\"font_8\">Jo\u00e3o Brodt, Head do CSC Cola-Cola FEMSA, conta que o escopo se mant\u00e9m praticamente o mesmo desde o in\u00edcio, que conta, al\u00e9m do Call Center, com cinco grandes \u00e1reas de processos:<\/p>\n<p class=\"font_8\"><strong>Gest\u00e3o Interna e Externa:<\/strong> respons\u00e1vel pelos indicadores, projetos de automa\u00e7\u00e3o e melhoria cont\u00ednua;<\/p>\n<p class=\"font_8\"><strong>Gest\u00e3o O2C:<\/strong> respons\u00e1vel pelos processos referentes a contas a receber, cr\u00e9dito e cobran\u00e7a, arrecada\u00e7\u00e3o e pre\u00e7os;<\/p>\n<p class=\"font_8\"><strong>Gest\u00e3o P2P:<\/strong> respons\u00e1vel por toda parte de contas a pagar, tesouraria operacional, revis\u00e3o de faturas e gastos de viagem.<\/p>\n<p class=\"font_8\"><strong>Gest\u00e3o Fiscal:<\/strong> respons\u00e1vel pelo compliance da \u00e1rea fiscal, que inclui apura\u00e7\u00e3o e pagamento de impostos, declara\u00e7\u00f5es e obriga\u00e7\u00f5es assess\u00f3rias.<\/p>\n<p class=\"font_8\"><strong>Controladoria:<\/strong>\u00a0Respons\u00e1vel por todo ativo fixo, contabilidade transacional e custo.<\/p>\n<p class=\"font_8\"><strong>Relacionamento com o cliente\u00a0<\/strong><\/p>\n<p class=\"font_8\">O diretor \u00a0explica que a \u00e1rea de Gest\u00e3o Interna e Externa, que cuida dos indicadores e melhoria cont\u00ednua, lidera tamb\u00e9m as a\u00e7\u00f5es de relacionamento com o cliente, por meio de atividades rotineiras de contato com o mesmo, atrav\u00e9s de reuni\u00f5es e pesquisa anual de satisfa\u00e7\u00e3o com abrang\u00eancia nacional:\u201cAp\u00f3s a apura\u00e7\u00e3o dos resultados, nos reunimos e elaboramos um plano de a\u00e7\u00e3o de melhoria para o n\u00edvel de satisfa\u00e7\u00e3o. Refor\u00e7amos tamb\u00e9m a comunica\u00e7\u00e3o com divulga\u00e7\u00e3o do cat\u00e1logo de servi\u00e7os prestados pelo CSC e os respectivos SLAs\u201d.<\/p>\n<p class=\"font_8\">As reuni\u00f5es mensais com os clientes do CSC s\u00e3o focadas nos gestores das \u00e1reas de neg\u00f3cio e, algumas vezes, nos pr\u00f3prios diretores das \u00e1reas. As reuni\u00f5es possuem dois focos principais: o primeiro \u00e9 operacional, apresentando resultados e alinhando SLAs e indicadores. O segundo, mais estrat\u00e9gico, tem o objetivo de identificar novas oportunidades, novos projetos e as necessidades das Unidade de Neg\u00f3cio e do CSC para poder cumprir os SLAs.<\/p>\n<p class=\"font_8\">Em 2014, o executivo explica que houve melhora significativa do n\u00edvel de satisfa\u00e7\u00e3o do cliente, no entanto, a aquisi\u00e7\u00e3o de duas novas empresas pelo Grupo no mesmo ano acabou levando a\u00a0 uma ligeira queda no indicador em 2015, ano no qual o CSC passou a absorver os processos da \u00e1rea financeira das duas empresas: \u201cAcabamos sentindo uma queda no n\u00edvel da qualidade percebida, mas muito em decorr\u00eancia dessa absor\u00e7\u00e3o, o que refor\u00e7a a necessidade de realiza\u00e7\u00e3o de um trabalho ainda mais intenso de mudan\u00e7a de cultura nas novas empresas em rela\u00e7\u00e3o ao funcionamento do CSC. Quando h\u00e1 a aquisi\u00e7\u00e3o de novas empresas o trabalho de comunica\u00e7\u00e3o precisa ser ampliado para difundir o valor da mudan\u00e7a e os benef\u00edcios que o CSC trar\u00e1.\u201d.<\/p>\n<p class=\"font_8\">Confira a entrevista compleata na <a href=\"https:\/\/ssconnection.com.br\/revista\/\" target=\"_blank\" rel=\"noopener noreferrer\">Edi\u00e7\u00e3o 50<\/a> da Shared Services News!<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=&#8221;1385&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text] Concentrado em uma \u00fanica unidade na cidade de Jacare\u00ed, interior de SP, o Centro de Servi\u00e7os Compartilhados da Coca-Cola FEMSA,\u00a0conta com 130 colaboradores e \u00e9 respons\u00e1vel pela presta\u00e7\u00e3o de servi\u00e7os exclusivamente no Brasil. A homologa\u00e7\u00e3o de processos e compliance foram grandes motivadores para instala\u00e7\u00e3o do CSC em 2007, juntamente com o interesse da empresa [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1386,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1,97],"tags":[],"class_list":["post-1369","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-servicos-compartilhados","category-entrevista"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>IEG Connection | Jo\u00e3o Brodt, Head do CSC Cola-Cola FEMSA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ieg.com.br\/blog\/entrevista-coca-cola-femsa\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IEG Connection | Jo\u00e3o Brodt, Head do CSC Cola-Cola FEMSA\" \/>\n<meta property=\"og:description\" content=\"[vc_row][vc_column][vc_column_text] Concentrado em uma \u00fanica unidade na cidade de Jacare\u00ed, interior de SP, o Centro de Servi\u00e7os Compartilhados da Coca-Cola FEMSA,\u00a0conta com 130 colaboradores e \u00e9 respons\u00e1vel pela presta\u00e7\u00e3o de servi\u00e7os exclusivamente no Brasil. 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