Abstract

During the economic and financial crisis, private and public organizations were subject to a constant reduction in costs and resources. Public shared service models felt compelled to adopt the Lean methodology with the aim of reducing costs, reducing waste and increasing employee satisfaction with the provision of quality services. Against this background, this article aims to evaluate the impact of the implementation of Shared Services and the inherent benefits of lean management in the Military Store, Contact Center, Post Office and Internal Portal used by the Portuguese Air Force. Using a case study methodology, this study portrays the elimination of waste and the optimization of existing human and financial resources. After the implementation in 2015, it is still possible now to verify that there is some resistance to change, and the fact that we are dealing with a hierarchical organization justifies this disadvantage. The implementation and operation of all services in their entirety allowed the optimization of resources and the simplification of processes, resulting in the elimination of duplicate tasks.

Details

Title
Public Sector Shared Services and the Lean Methodology: Implications on Military Organizations
Author
Costa, Renato 1   VIAFID ORCID Logo  ; Resende, Tiago 2 ; Dias, Alvaro 3   VIAFID ORCID Logo  ; Pereira, Leandro 1   VIAFID ORCID Logo  ; Santos, José 2   VIAFID ORCID Logo 

 Department of Marketing, Operation and Management, ISCTE-University Institute of Lisbon, 1649-026 Lisbon, Portugal; [email protected] (R.C.); [email protected] (T.R.); [email protected] (L.P.); [email protected] (J.S.); BRU—Business Research Unit, ISCTE-University Institute of Lisbon, 1649-026 Lisbon, Portugal 
 Department of Marketing, Operation and Management, ISCTE-University Institute of Lisbon, 1649-026 Lisbon, Portugal; [email protected] (R.C.); [email protected] (T.R.); [email protected] (L.P.); [email protected] (J.S.) 
 Department of Marketing, Operation and Management, ISCTE-University Institute of Lisbon, 1649-026 Lisbon, Portugal; [email protected] (R.C.); [email protected] (T.R.); [email protected] (L.P.); [email protected] (J.S.); School of Economic and Organizational Sciences, Lusophone University of Humanities and Technologies, 1749-024 Lisbon, Portugal 
First page
78
Publication year
2020
Publication date
2020
Publisher
Elsevier Limited
e-ISSN
21998531
Source type
Scholarly Journal
Language of publication
English
ProQuest document ID
2596042845
Copyright
© 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.