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Brazilian Perspectives: Managing growth with focus on quality and employee development

In, we bring you a feet-on-the-ground look at what is driving Brazil’s IT market in our interview with Valdinei Santana, director of organizational development at Pelissari, an SAP partner in the region. You won’t want to miss this frank, firsthand assessment of Brazil’s up-and-coming IT market: What are the Opportunities in Brazil? 

For Pelissari, a leader in SAP consulting professional services in southern Brazil, the fast-moving market provides not only abundant opportunity for growth, but also an opportunity to showcase its unique approach toward infusing quality management techniques throughout its corporate culture. Based in the southern city of Curitiba near the Atlantic coast, Pelissari employs more than 300 people and serves a broad range of customers, including well-known corporations such as Renault, Nissan, Randon, Positivo Informática, Whirlpool, and Marisol.  

Founded in 1999, the company has built up a culture of commitment to its customers and employees alike. In 2009, it was named on Brazil’s list of Great Places to Work, a highly coveted achievement for employers and a reflection of employee satisfaction within the workplace. That year, Pelissari also won an SAP Award of Excellence for having the most satisfied customers in Brazil, based on the results of the Annual Clients’ Survey of Satisfaction, undertaken by an independent institute.

More recently, the company added the SAP Active Quality Management (AQM) accreditation to its list of achievements. AQM, available through the Partner Quality Program at SAP Partner Service Delivery, gives partners the tools and resources needed to establish a quality framework within their organizations to ensure success in customer projects by managing project risks and maximizing benefits. Based on the SAP 10 quality principles, the program promotes customer satisfaction, while helping partners grow their SAP business.

The AQM accreditation follows regional recognition Pelissari has received for its first-rate quality management practices. Santana explains that the company not only strives to meet stringent quality management standards at the project level, but it also deems quality management as an integral force in shaping the future of the organization by ensuring its leadership structure is well equipped to handle new challenges. Santana says, “We believe not only in quality management, but quality of management.” As he notes, this simple change in words makes a tremendous difference in approach. “From the very beginning, the awards we earned were given based on the quality of our managers and our skilled technical staff who are committed to excellence of delivery.”

Pelissari works very closely with SAP Partner Service Delivery through programs aimed at growing its SAP business. In 2011, it set up the first Partner Center of Expertise in Latin America to offer high-quality support services to its customers based on SAP best practices. In 2012, Pelissari also became an SAP software solution and technology partner when it brought to market its certified tax solution SOFICOM. Success like this requires steadfast teamwork. “There is a really great partnership between Pelissari and SAP,” says Cristina Todeschini, the SAP partner services advisor whose job is to support Pelissari in developing their SAP business. “The team is always working hard on the initiatives we suggest.”  

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  • Thank you for sharing Jacqueline,

    This is a real big challenger here: The quality of services and employee development. The service quality is quite doubtful. Many companies fail to deliver what they promise and the customer pays the bill.

    Development of employees is threatened by the high tax on wages and a lower net amount is paid to the professional. The public services provided is a disaster and people ended up paying even more to hire private services.

    All of these allied to lack volume of skilled professionals results in reduction of professional commitment for companies once evasion is big.

    Best Regards

    • Thanks for your insights, Marssel. In researching the corresponding article on Brazil for, I found a lot of material pointing to the necessity for new services, including IT, to meet the needs of the growing middle class. While this does suggest a bright future for Brazil, it also gives just a hint of an indication of just how massive of a change may be underway in the country.

      Are there other readers from Brazil, or who have deep experience with Brazil, who can share their thoughts about the development of the country? Is Brazil the land of the future – and is it ready to embrace that future? 

    • Dear Marssel and Jacqueline,

      In fact we have in Brazil a big challenge to get an equation between taxes, salaries and trainings. But, as Jacqueline said, we are in a scenario of high growth and obviously great opportunities, and this context puts us, in IT area, in the role of change agents, as well as entrepreneurs and especially the governors, who are already showing the way of change through the reduction of interest rates for loans and credit arrangements for personal and corporative.

      I understand that each of us has its share of responsibility for us to succeed in the future of Brazil. In our IT context, it emphasizes the importance of implementation methodologies based on best practices. Focusing on that, the Partner Quality Hub – LA offers to Partners in Latin America, including Brazil, a quality program based on best practices of SAP’s implementation methodologies.

      Glad to be able to have this level of ideas sharing.

      Best Regards

      • Thank you Luis. Very well projected.

        Change agents. This is the point where the Brazilian people are skeptical and critical since Brazil is a country of high living cost.

        Many consultancies try to lower the cost of projects to be able to enter in the market however offer a poor quality service because of non-experienced resources choosen.

        Change thinking and reduce government expenditures would be the best way out for heavy taxation reduction. The problem is that I’m not sure our legislators have this concern. Should we ask to this Congressman elected by biggest city of Brazil? Tiririca!

        I hope our growth run over all of this

        Kind regards