{"id":10351,"date":"2017-01-19T09:55:44","date_gmt":"2017-01-19T11:55:44","guid":{"rendered":"http:\/\/bridgeconsulting.com.br\/academy\/?p=10351"},"modified":"2026-05-05T09:14:27","modified_gmt":"2026-05-05T12:14:27","slug":"beneficios-e-desafios-da-implementacao-do-bpo","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/beneficios-e-desafios-da-implementacao-do-bpo\/","title":{"rendered":"Benef\u00edcios e desafios da implementa\u00e7\u00e3o do BPO"},"content":{"rendered":"[vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_spacing=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\"Benef\u00edcios<\/p>\n

\u00c9 crescente a quantidade de empresas que terceirizam as atividades de algumas de suas \u00e1reas, principalmente de Tecnologia da Informa\u00e7\u00e3o (TI), para focar nas atividades do neg\u00f3cio principal e atuar com excel\u00eancia. Por conta desse cen\u00e1rio, surgem equipes que trabalham alocadas diretamente no cliente executando diversos dos seus processos. Essas equipes oferecem um servi\u00e7o que segue o conceito de Business Process Outsourcing (BPO).<\/p>\n

Segundo a edi\u00e7\u00e3o de 2015\/2016 do estudo \u201cBrasil TI BPO-Book\u201d, houve um aumento expressivo de BPO no mercado interno de Tecnologia da Informa\u00e7\u00e3o e Comunica\u00e7\u00e3o (TIC). Em 2014, o crescimento foi de 6,6% em rela\u00e7\u00e3o a 2013 e a modalidade atingiu o valor de R$ 14,2 bilh\u00f5es, conforme apresentado no gr\u00e1fico a seguir.<\/p>\n

\"Business

Aumento do BPO<\/p><\/div>\n

Apesar de o BPO ter apresentado uma expans\u00e3o significativa nos \u00faltimos anos, os pr\u00f3s e contras de sua ado\u00e7\u00e3o precisam ser analisados. A partir de agora, discutiremos os principais benef\u00edcios e desafios relacionados a essa pr\u00e1tica.
\nUm dos benef\u00edcios percebidos por uma organiza\u00e7\u00e3o ao implementar o BPO \u00e9 a redu\u00e7\u00e3o de custos para as empresas que contratam esse tipo de servi\u00e7o. Como as equipes terceirizadas s\u00e3o especializadas e competem no mercado pela contrata\u00e7\u00e3o, elas conseguem oferecer pre\u00e7os menores. Assim, a organiza\u00e7\u00e3o que contrata o BPO pode se concentrar naquilo que faz de melhor, sua core competence (compet\u00eancia principal).<\/p>\n

No entanto, segundo artigo publicado pela Harvard Business Review (HBR), a implementa\u00e7\u00e3o do BPO vai muito al\u00e9m da redu\u00e7\u00e3o de custos. Ela \u00e9 capaz de promover melhorias substanciais de longo prazo para a efici\u00eancia operacional e o desempenho estrat\u00e9gico do cliente. Isso porque a combina\u00e7\u00e3o da cultura do cliente com a cultura da equipe BPO cria um ambiente prop\u00edcio para a gera\u00e7\u00e3o de novas ideias, estimulando a inova\u00e7\u00e3o e aumentando a competitividade do cliente no mercado.<\/p>\n

Um estudo realizado pela McKinsey menciona a \u00cdndia como caso de sucesso em BPO. Com m\u00e3o-de-obra relativamente barata, qualificada e de l\u00edngua inglesa, ademais da localiza\u00e7\u00e3o geogr\u00e1fica privilegiada e de uma estrutura fiscal favor\u00e1vel para os investidores, o pa\u00eds em quest\u00e3o \u00e9 o preferido das empresas estrangeiras para a ado\u00e7\u00e3o do BPO. Essas empresas passam ent\u00e3o a residir na \u00cdndia, terceirizando algumas de suas atividades e gerando novos empregos no pa\u00eds, o qual tamb\u00e9m \u00e9 favorecido com o aumento do valor agregado dos servi\u00e7os oferecidos.<\/p>\n

Por outro lado, como falado em artigo publicado pela Harvard Asia Pacific Review, uma das principais amea\u00e7as dessa pr\u00e1tica \u00e9 que muitas vezes ela est\u00e1 associada \u00e0 perda de empregos nas organiza\u00e7\u00f5es que a adotam. Assim, a reputa\u00e7\u00e3o dos gerentes que tiverem seus processos de neg\u00f3cio terceirizados pode ser prejudicada.<\/p>\n

Al\u00e9m disso, se n\u00e3o houver um planejamento estrat\u00e9gico estruturado para a implementa\u00e7\u00e3o do BPO, a organiza\u00e7\u00e3o pode aumentar suas amea\u00e7as financeiras, fazendo com que seja necess\u00e1rio gastar mais do que o planejado para atingir o n\u00edvel de servi\u00e7o esperado. Com isso, os riscos estrat\u00e9gicos tamb\u00e9m podem ser potencializados, de modo que haja uma perda de recursos cr\u00edticos e de capacidades necess\u00e1rias para permanecer competitiva no mercado.<\/p>\n

Assim, os principais benef\u00edcios e desafios percebidos pela ado\u00e7\u00e3o do BPO est\u00e3o resumidos no quadro a seguir:<\/p>\n

\"Benef\u00edcios<\/p>\n

Ao longo desse post, foi poss\u00edvel observar que o n\u00edvel de terceiriza\u00e7\u00e3o \u00e9 crescente nas organiza\u00e7\u00f5es que buscam focar na sua core competence para, assim, melhorar seu desempenho e sua competitividade. Vale ressaltar que a decis\u00e3o de implementar o BPO n\u00e3o \u00e9 uma ci\u00eancia exata e deve ser analisada em cada caso. Antes de tomar uma decis\u00e3o sobre a ado\u00e7\u00e3o dessa pr\u00e1tica, \u00e9 imprescind\u00edvel que as empresas avaliem outras alternativas dispon\u00edveis e verifiquem o que est\u00e1 mais alinhado com seus objetivos e interesses. Todavia, uma vez tomada a decis\u00e3o de adotar o BPO, \u00e9 importante que a empresa terceirize as atividades secund\u00e1rias do seu neg\u00f3cio, e n\u00e3o as principais, e que uma parceria estrat\u00e9gica seja estabelecida com o prestador do servi\u00e7o, o que pode resultar em maior qualidade nas suas entregas e maior flexibilidade de negocia\u00e7\u00e3o no custo do contrato.[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

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