Business Excellence in Back Office Services: Argument over integration between Lean Service and Shared Services Center (CSC)


  • Fabiane Flores Sum Universidade Federal do Rio Grande do Sul
  • Istefani Carísio de Paula Universidade Federal do Rio Grande do Sul
  • Renata Tilemann Facó Universidade Federal do Rio Grande do Sul


Lean Service, Lean Office, CSC, back office, business excellence


Two distinct methodologies, Lean Service and Shared Services Center (CSC), act in back office processes aiming at achieving excellence in these processes. These methodologies have similarities and differences between them, which, when analyzed in detail, seem to result in a possible temporal evolution in terms of development of back office processes. This paper aims at finding evidence that Lean Service and CSC can be integrated to increase productivity and excellence in back office processes. Thus, a narrative review of the literature was carried out regarding the two methodologies, with emphasis on its process excellence strategy. The study showed that, despite their differences, when combining the best initiatives of each methodology, It will probably result in processes with better performance and focused on the final client. Working the two methodologies together can bring the possibility of increasing the productivity of the company and its excellence in processes.

Author Biographies

Fabiane Flores Sum, Universidade Federal do Rio Grande do Sul

Mestre em Engenharia de Produção

Istefani Carísio de Paula, Universidade Federal do Rio Grande do Sul

Doutora em Engenharia de Produção

Renata Tilemann Facó, Universidade Federal do Rio Grande do Sul

Mestre em Engenharia de Produção


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