Paper info

The ARA model interactions’ dynamics applied to shared services centres in engineering operations: the Yazaki Porto Technical Centre case study

Raquel Soares and João F. Proenca

The paper was published at the 33rd IMP-conference in Kuala Lumpur, Malaysia in 2017.

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The aim of this paper is to present a case of shared services and how an engineering centre can operate within a multinational environment, dealing with both internal and external customers, analysing the inter-organisational business relationships according to the Actors Resources Activities model. The data reveals three main aspects: (1) how engineering operations can be developed in Shared Services Centre (SSC) models; (2) how the business interactions within the network empowers the SSC model; and (3) how value is created within a SSC framework providing self-sustainable growth. Given the growing importance of this subject and supported by a qualitative methodology, this exploratory analysis contributes to provide detailed information for the understanding of the suitability of engineering services as development opportunities for SSCs, using a real-life case study. This can be achieved with the establishment and consolidation of structured and integrated business processes and flows through the inception of localized businesses, in competitive and dynamic shared services organisations, developed by refining or redeveloping business models.