IEG coordinates six Discussion Groups on CSC, Share, Coopera+, GESC, Inova, SOMAR and Transforma. Currently, these Groups have the participation of more than 130 companies distributed throughout Brazil, which together add up to around 30,000 employees working in the SSCs.
Throughout 2022, several meetings were held that disseminated much learning and knowledge. Since January, there have been 29 meetings via web conference, with presentations of cases and relevant discussions between the companies participating in the Groups.
SHARE
The Share Group held 5 meetings in 2022. In its first meeting, the theme “SSC Planning in 2022” was addressed and the companies shared some of the projects and goals planned for the year.
In the two following meetings, the themes of “Culture of Innovation” and “Artificial Intelligence” were presented, with the participation of Nestlé as an invited company to share with the Group the good practices of Culture carried out within the SSC and with Andrade Gutierrez and Ambev, who have AI cases and also shared some of their experiences.
The other meetings of the year focused on the themes: “Digital Admission + CSC Digitization” with a case presented by the companies Rodobens and Lojas Renner, and “Agile Methodologies + CSC as a business partner”, with cases from the companies Bunge and Suzano. Today, 19 companies are part of the Share Group.
COOPERA+
The Coopera+ Group also held 5 meetings throughout 2022, the first of which was about “CSC Planning in 2022”. At the second meeting, the company Randon presented a case on Digitalization of the SSC, addressing some projects that are being implemented and targeted improvements.
The third meeting presented two highly relevant themes in the market, “Knowledge Management” and “Employee Retention”. Vexia shared information about its knowledge management policies and the Group’s companies had the opportunity to discuss the main challenges and current difficulties for employee retention.
The two other meetings held by COOPERA+ were about “Digital Admission”, with a case presented by Grupo Soma and the company Rodobens, and also about “Agile Methodologies + CSC” as a business partner”, with a case brought by Petrobras. Currently, 19 companies make up the COOPERA+ Group.
GESC
At GESC, 4 meetings were held in 2022. The first had the participation of 23 companies and 40 participants discussing the main challenges faced in the digitalization of the Centers through the Randon case, in which some internal initiatives on the topic addressed were shown.
In the second meeting, 22 companies present discussed the importance of data management in SSCs. With Raízen’s case, it was possible to understand the path taken until reaching the desired internal results. The meetings that took place later were on Talent attraction and retention, with a case by the company Robert Half, and Productivity Metrics, with a case by CPFL. GESC currently has 24 companies participating in the group.
INOVA
Inova’s February and April meetings addressed the topics “New Profile of the SSC Employee” and “Process Mining”. For the first meeting, Randon presented the case, which told about the main learnings in the journey of cultural transformation in the company’s SSC.
In the second meeting, the presentations were from Ambev and Bancorbrás, showing an internal case and another external to the Group to highlight different stages of Process Mining maturity and, consequently, sharing relevant information about the stages and challenges of each one. At the third meeting, in June, Energisa showed in its presentation how the company’s CSC CoE was created and improved.
In the last meetings of the year, the topics discussed were: “RPA and People Management”, with a case by the company Mosaic, and “Artificial Intelligence and Customer Experience”, with a case presented by Andrade Gutierrez. Today Inova has 25 participating companies.
ADD
Grupo Somar currently has the participation of 23 companies that met in five meetings throughout the year 2022. The first meeting also addressed the theme “Planning the CSC in 2022”, with all the CSCs sharing opportunities and challenges.
In the second meeting, “Training and Capacity Building in the CSCs” was discussed and Globo presented its case, highlighting its training academy and indicators used for monitoring. For the third meeting, the theme “Digitization of the SSC” was addressed, with cases presented by RHI Magnesita and Lojas Renner.
The other topics discussed by SOMAR were: “Culture of Innovation”, with a case by the company John Deere, “SSC Training + Knowledge Management” with a case presented by Globo and “Knowledge Management”, with a case led by the companies Equatorial Energia and You know
TRANSFORM
Created in 2022, Transforma is IEG’s newest discussion group on CSC. Currently Transforma has the participation of 24 companies. In January, the inaugural meeting was held, with an alignment on the Group’s operation and a round of conversations with RaiaDrogasil, a company invited to share its experience on CSC.
In the second meeting of the year, debates began on topics relevant to the SSC Leaders and the theme chosen was “New operating model for the SSC”, with a presentation of Case Nestlé, which showed how the evolution of its services took place. For the third meeting, the theme was “Worker Retention” and Oncoclínicas shared the pillars that make up the strategy to retain people in the company.
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