Focus on practice service process innovation in the Brazilian electric energy sector

Mauricio Uriona-Maldonado (), Leonardo Souza () and Gregorio Varvakis
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Mauricio Uriona-Maldonado: http://www.ngs.ufsc.br
Authors registered in the RePEc Author Service: Mauricio Uriona Maldonado

Service Business, 2010, vol. 4, issue 1, 77-88

Abstract: Service outsourcing has become widespread in the electric energy sector in Brazil. In this article, we present a case study of an innovative model for outsourcing management designed by a large electric energy distribution organization in Brazil, which outsources core and support business processes. This article reports how this company faced the challenges imposed after suffering serious operational problems with outsourcing companies and the innovative approach that was taken in order to improve performance and reduce safety risks. Post-implementation results corroborate the positive financial and operational consequences of the innovative model. Copyright Springer-Verlag 2010

Keywords: Outsourcing; Innovation; Creativity; Value chain; Electric energy distributing; Performance measurement (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s11628-009-0080-8

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