Made available in DSpace on 2015-12-03T18:35:15Z (GMT). No. of bitstreams: 1 Geuma_Campos_Nascimento.pdf: 498560 bytes, checksum: a25ffb1c6b6994acd6a2450db959cb73 (MD5) Previous issue date: 2011-03-10 / The key to understanding the relationship between provider and services contractor of Business Process Outsourcing - BPO, nationally known as business process outsourcing can not be technological determinism and economic in order to reduce costs. It is necessary that those factors involving social relationships, and lived experiences of the other side, the technology, the cultural forms and the people involved are part of the studies. This work sought to identify and analyze the perceptions of managers of companies headquartered in Sao Paulo, on the administrative and financial services for them contracted along services organizations in the BPO modality. We tried to identify and analyze the form of contracting and execution of services and investigate the form of the management of contracts and whether there are factors that cause information asymmetry in this relationship. The motivation for conducting this work was the finding, until the present date, the lack of studies to identify and analyze the relationships between contractors and providers of these services. It is an empirical investigation, exploratory, qualitative and descriptive, supported by bibliographic and documentary research. For the data collection methods were used to survey research (depth interviews and questionnaires). The bibliographic research required the definition of outsourcing and its features, particularly for administrative and financial services, along with the study of contract theory of the informational asymmetry. Initially, were realized in-depth interviews with managers of six contractors of outsourced services, headquartered in Sao Paulo. The data were analyzed using the content analysis. We tried to know the reality, understand and describe the perception of respondents. Following on, we expanded the sample and was employed a structured questionnaire answered by 23 subjects. Data were analyzed with the use of cluster analysis. It was found that 74% of survey respondents declared themselves satisfied with the services received in terms of quality, deadlines met, the technical reliability of the service provider. The respondents agree that there is management of both sides and informational asymmetry has negatively affected the contractual relationship. We identified the need for further research on the outsourcing of administrative and financial services. / A chave para a compreens??o da rela????o entre prestador e contratante dos servi??os de Business Process Outsourcing - BPO, nacionalmente conhecida como terceiriza????o de processos, n??o pode ser o determinismo tecnol??gico e econ??mico com vistas ?? redu????o de custos. ?? necess??rio que aqueles fatores que envolvem as rela????es sociais, experi??ncias vividas de um e do outro lado, a tecnologia, as formas culturais e as pessoas envolvidas sejam parte integrante dos estudos. Este trabalho buscou identificar e analisar as percep????es dos gestores de empresas sediadas na grande S??o Paulo, sobre os servi??os administrativos e financeiros por elas contratados junto a organiza????es de servi??os na modalidade BPO. Buscou-se identificar e analisar a forma de contrata????o e execu????o dos servi??os e investigar a forma de gest??o dos contratos e se h?? fatores causadores de assimetria informacional nesta rela????o. A motiva????o para a realiza????o do trabalho foi a constata????o, at?? a presente data, da aus??ncia de estudos que identificassem e analisassem as rela????es entre prestadores e contratantes desses servi??os. ?? uma investiga????o de car??ter emp??rico, explorat??ria, qualitativa e descritiva, apoiada por pesquisa bibliogr??fica e documental. Para a coleta de dados foram usados os m??todos de pesquisa survey (entrevista de profundidade e question??rio). A pesquisa bibliogr??fica requereu a defini????o da terceiriza????o e suas caracter??sticas, em especial para os servi??os administrativos e financeiros, juntamente com o estudo da teoria dos contratos a da assimetria informacional. Inicialmente, foram realizadas entrevistas de profundidade com os gestores de seis empresas contratantes de servi??os terceirizados, sediadas em S??o Paulo. Os dados obtidos foram analisados com o uso da an??lise de conte??do. Buscou-se conhecer a realidade, compreender e descrever a percep????o dos entrevistados. Na continuidade, foi ampliada a amostra e lan??ou-se m??o de question??rio estruturado respondido por 23 sujeitos. Os dados foram analisados com o uso da an??lise de cluster. Constatou-se que 74% dos respondentes da pesquisa declararam-se satisfeitos com os servi??os recebidos em aspectos de qualidade, prazos atendidos, confiabilidade sobre os aspectos t??cnicos do prestador de servi??os. Os respondentes concordam que h?? gest??o de ambos os lados e a assimetria informacional n??o tem afetado de forma negativa a rela????o contratual. Identificou-se a necessidade de outras pesquisas sobre a terceiriza????o de servi??os administrativos e financeiros.