Impacto da externalização de serviços secundários em uma instituição de ensino superior

This article aims to investigate the externalization of certain processes in a particular IES of southern Brazil. Througha case study, one verifies the externalization process adopted. It was used semi-structured interviews with three managers who have participated in the externalization process and information retrieval for collection of evidence. The investigation included three activities: feeding, cleaning and maintenance and safety. The first two went through different processes of externalization and the third is still performed internally. The results show that in the feedingactivity there were problems in the externalization process, with negative impact to the customers, while in maintenance and cleaning there are advantages in cost and performance. Regarding safety, the IES believes that because of the potential negative impact to the students and the difficulty in finding a consistent service provider, it is recommended to execute internally activity.