Stricto Lato
co=
nsultoria
de gestão
www.=
strictolato.com
Fone (=
11)
5182-4900
SL00-020826-A
![](3D"slide0080_image002.gif")
Serviços Compartilhados
Consideraç&otil=
de;es,
sinergias, melhores práticas, fluxo e organiza&=
ccedil;ão
do projeto
São Paulo, agosto de 2002
=
=
_____________________
Notas: Este material é propr=
iedade
de Stricto Lato Consultoria Ltda.
A reprodução e
divulgação são permitidas desde que mencionada a font=
e.
1
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Stricto Lato
co=
nsultoria
de gestão
www.=
strictolato.com
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11)
5182-4900
![](3D"slide0124_image003.gif")
Conside=
rações
sobre a centralização =
de
serviços
Centra-
lizado
lizado
Descen-
tralizado
tralizado
t
Ideal
Prós
<=
span
style=3D'font-size:78%'>•Economias
de escala
–Mão-de-obra
–Ativos
–Compras
<=
span
style=3D'font-size:78%'>•Padronização
(superior) da qualidade
<=
span
style=3D'font-size:78%'>•Controle
mais eficaz
•Uma
vez implantado, maior agilidade nas mudanças futuras
Contras
•Maior
burocracia / comunicação estritamente formal
–Lentidão das
“exceções”
–Perda do contato e feedback casual
•Dificuldade
/ imprecisão na alocação do custo dos serviços compartilha=
dos
<=
span
style=3D'font-size:78%'>•Espaço
para disputas políticas
Prós
•Permite
serviços sob medida às necessidades de cada negócio
•Pessoal
das “funções” com maior visão do negócio
<=
/div>
•<=
/span>Grande flexibilidade para M&A
Contras
•Dificulta
gerenciamento de possíveis conflitos de interesses entre os negócios&#=
13;
•Eventual
necessidade de gerenciar múltiplos charge-backs
![](3D"slide0124_image004.gif")
![](3D"slide0124_image005.gif")
=
=
_____________________
Fonte: Análise da Stricto Lato
2
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nsultoria
de gestão
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![](3D"slide0128_image006.gif")
=
=
_____________________
(1)
Retorno sobre o capital investido
(2)
Retorno sobre o patrimônio líquido
(3) Retorno total aos acionistas.
Inclui variações no preço da empresa e outros
benefícios concedidos aos acionistas e/ou proprietários.
<=
/span>
Fonte: “Valuation – Measuring and Managing the Value of Companies
” de T. Copeland e outros; análise da Stricto =
Lato
EBIT
![](3D"slide0128_image007.gif")
Ativo Fixo
Capital de giro
Capital Investido
ROIC pré-<=
/span>impostos
Impostos
ROIC (1=
)
Receitas
Custos / desp.
Depreciação
![](3D"slide0128_image008.gif")
=
...
=
...
=
...
=
...
=
...
...
=
...
=
...
=
...
...
![](3D"slide0128_image009.gif")
Remuneraç&=
atilde;o
do c=
apital
de terc=
eiros
![](3D"slide0128_image010.gif")
ROE (2)
![](3D"slide0128_image011.gif")
![](3D"slide0128_image012.gif")
...
...
...
...
![](3D"slide0128_image013.gif")
...
...
![](3D"slide0128_image014.gif")
TRS (3)
![](3D"slide0128_image015.gif")
![](3D"slide0128_image016.gif")
...
...
Estrutur=
a de
resultado: identificação das
sinergias
![](3D"slide0128_image017.gif")
Custos e despesas possivelmente sejam o <=
/span>principal item de sinergias em serviços <=
/span>compartilhados, mas não a única
Outras alavancas
disponíveis
disponíveis
3
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nsultoria
de gestão
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strictolato.com
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11)
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![](3D"slide0125_image018.gif")
Melhores
práticas – visão geral
=
=
_____________________
Fonte: Revista Exame de 05/08/2002; entrevistas e aná=
lise
da Stricto Lato
Melhores práticas
<=
/span>
•Níveis
de serviço formalmente
esta=
belecidos
•Negócios
podem esco=
lher o
nível de serviço
/ custo dese=
jado, ou
mesmo outsource
=
•Mecanismo
simples e tran=
sparente
de prec=
ificação
e / ou repa=
rtição
de custos
•Preparação
do aspecto cult=
ural
–Serviços têm atitude voltada ao suporte dos negócios
–Negócios consideram-se co-responsáveis pelos serviços recebidos
![](3D"slide0125_image019.gif")
Compras
Controladoria
Financeiro
Jurídico
Manutenção
Marketing
Planejamento
Estratégico
Recursos
Humanos
Relações
com Investidores / Comunicação Corporativa
Serviço
de Atendimento ao Cliente
Tecnologia
de Informação
![](3D"slide0125_image020.gif")
![](3D"slide0125_image021.gif")
![](3D"slide0125_image022.gif")
![](3D"slide0125_image023.gif")
![](3D"slide0125_image024.gif")
![](3D"slide0125_image025.gif")
![](3D"slide0125_image026.gif")
![](3D"slide0125_image027.gif")
![](3D"slide0125_image028.gif")
![](3D"slide0125_image029.gif")
![](3D"slide0125_image030.gif")
•Algumas
empresas optam por criar uma supra-estrutura para garantir a coesão das diversas áre=
as
compartilhadas – ex. : Ambev, Camargo Corrêa têm uma diretoria =
para o
Centro de Serviços Compartilhados
4
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co=
nsultoria
de gestão
www.=
strictolato.com
Fone (=
11)
5182-4900
![](3D"slide0126_image031.gif")
Fluxo geral de tr=
abalho
=
=
_____________________
Fonte: "Business Process Redesign: An Overview“ de Y. Malhotra em IEEE Engineering Management Review, vol. <=
/span>26, no. 3, Fall 1998; complementação da Stricto Lato
Desenho dos processos para os serviços
compartilhados
Exemplos de abordagens metodológicas:
<=
/span>
•Para
cada função, avaliação e escolha do melhor
processo existe=
nte
atualmente em alguma das unidades – ex: fusão <=
span
style=3D'position:absolute;top:33.0%;left:24.53%;width:59.55%;height:3.5%'=
>HP-Compaq
•<=
/span>Benchmark: aprender com as melhores práticas
•Rummler-Brache =
211; Business Process Management: processo X função, soluç&atil=
de;o
das “desconexões” atuais
•Davenport<=
/span> & Short – Business Process Redesign: exploração de tecnologia de
informação
•<=
/span>Hammer
– Reengenharia: redefinição de necessidades
•Empresas
de consultoria: metodologias próprias adaptando e / ou aperfeiçoando os princi=
pais
conceitos
<=
span
lang=3DPT-BR style=3D'font-size:89%'>Definição dos =
objetivos =
estratégicos =
para o programa
Desenho das alteraçõ=
es
organizacionais
Implantação dos proc=
essos e
organização
![](3D"slide0126_image032.gif")
Programa extensivo de
comunicação das mudanças
5
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co=
nsultoria
de gestão
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strictolato.com
Fone (=
11)
5182-4900
![](3D"slide0127_image033.gif")
Organizaç&=
atilde;o
para o trabalho
=
=
_____________________
Fonte: Stricto Lato
Núcleo
Área 2
Área 3
Área 4
<=
span
style=3D'font-size:78%;mso-special-format:lastCR;display:none'>
=
=
=
=
Facilitador
m&oac= ute;vel
m&oac= ute;vel
Exemplo de organização
possível
•Dedicar
a cada serviço compartilhado um grupo de pessoas já envolvidas na
área, em
tempo integral ou parcial
•Utilizar
facilitadores de discussão
móveis, servindo a vários grupos, para garantir a consistência dos trabalhos&#=
13;
•Coordenar
os grupos através de um núcleo dedicado em tempo <=
/span>integral
Área n
![](3D"slide0127_image034.gif")
Área 1
![](3D"slide0127_image035.gif")
![](3D"slide0127_image036.gif")
![](3D"slide0127_image037.gif")
![](3D"slide0127_image038.gif")
Equipe focada no processo compartilhado da área n
6
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Stricto Lato
co=
nsultoria
de gestão
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strictolato.com
Fone (=
11)
5182-4900
![](3D"slide0123_image039.gif")
Fim desta
apresentação
=
Agradecemos sua atenção e nos coloc=
amos
à disp=
osição
para maiores esclarecimentos.
“A Stricto Lato existe para ajudar seus
clientes a conquistar
resultados cada vez melhores e a gerar mais riqueza de forma duradoura.”<=
/i>
<=
/div>
<=
/div>
<=
/div>
‹c=
abeçalho›
<=
/div>
<=
/div>
<=
/div>
‹data/hora›
Clique para editar os estilos do texto mestre
Segundo nível
Terceiro nível
Quarto nível
Quinto nível
<=
/div>
<=
/div>
<=
/div>
‹r=
odapé›
<=
/div>
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t.SetInactive=3D _TBSetI
t.SetPressed =3D _TBSetP
t.SetDisabled=3D _TBSetD
t.SetEnabled =3D _TBSetE
t.GetState =3D chkState
t.UserAction =3D action
t.ChgState =3D _TBUI
t.mObjId =3D oId
t.m_elementsId=3D oeId
t.mIsOn =3D 1
}
function _TBSetA()
{
var t=3Dthis
if( t.mIsOn && !t.GetState() )
t.ChgState( gHiliteClr,gShadowClr,0,0 )
}
function _TBSetI()
{
var t=3Dthis
if( t.mIsOn && !t.GetState() )
t.ChgState( gFaceClr,gFaceClr,0,0 )
}
function _TBSetP()
{
if( this.mIsOn )
this.ChgState( gShadowClr,gHiliteClr,1,1 )
}
function _TBSetD()
{
this.ChgState( gFaceClr,gFaceClr,0,0 )
this.mIsOn =3D 0
}
function _TBSetE()
{
var t=3Dthis
if( !t.GetState() )
t.ChgState( gFaceClr,gFaceClr,0,0 )
else
t.ChgState( gShadowClr,gHiliteClr,1,1 )
t.mIsOn =3D 1
}
function _TBP()
{
var t=3Dthis
if( t.mIsOn ) {
if( t.UserAction !=3D null )
t.UserAction()
if( !t.GetState )
return
if( t.GetState() )
t.SetPressed()
else
t.SetActive()
}
}
function _TBUI( clr1,clr2,lOffset,tOffset )
{
SetBorder( GetObj( this.mObjId ),clr1,clr2 )
Offset( GetObj( this.m_elementsId ),lOffset,tOffset )
}
function Offset( obj, top, left ){ obj.style.top=3Dtop; obj.style.left=3Dle=
ft }
function SetBorder( obj, upperLeft, lowerRight )
{
s=3Dobj.style;
s.borderStyle =3D "solid"
s.borderWidth =3D 1
s.borderLeftColor =3D s.borderTopColor =3D upperLeft
s.borderBottomColor=3D s.borderRightColor =3D lowerRight
}
function GetBtnObj(){ return gBtnArr[window.event.srcElement.id] }
function BtnOnOver(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetActive() }
function BtnOnDown(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetPressed() }
function BtnOnOut(){ b=3DGetBtnObj(); if( b !=3D null ) b.SetInactive() }
function BtnOnUp()
{
b=3DGetBtnObj()
if( b !=3D null )
b.Perform()
else
Upd()
}
function GetNtsState(){ return parent.gNtsOpen }
function GetOtlState(){ return parent.gOtlOpen }
function GetOtlTxtState(){ return parent.gOtlTxtExp }
function NtsBtnSetFlag( fVal )
{
s=3Ddocument.all.item( this.m_flagId ).style
s.display=3D"none"
if( fVal )
s.display=3D""
else
s.display=3D"none"
}
function _BSetA_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S=
etActive() }
function _BSetI_Border(){ b =3D gBtnArr[this.mObjId]; if( b !=3D null ) b.S=
etInactive() }
var gHiliteClr=3D"THREEDHIGHLIGHT",gShadowClr=3D"THREEDSHADOW",gFaceClr=3D"=
THREEDFACE"
var gBtnArr =3D new Array()
gBtnArr["nb_otl"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOtlPan=
e,GetOtlState )
gBtnArr["nb_otlElem"] =3D new TxtBtn( "nb_otl","nb_otlElem",parent.ToggleOt=
lPane,GetOtlState )
gBtnArr["nb_nts"] =3D new TxtBtn( "nb_nts","nb_ntsElem",parent.ToggleNtsPan=
e,GetNtsState )
gBtnArr["nb_prev"]=3D new ImgBtn( "nb_prev","nb_prevBorder",30,parent.GoToP=
revSld )
gBtnArr["nb_next"]=3D new ImgBtn( "nb_next","nb_nextBorder",30,parent.GoToN=
extSld )
gBtnArr["nb_sldshw"]=3D new ImgBtn( "nb_sldshw","nb_sldshwBorder",18,parent=
.FullScreen )
gBtnArr["nb_sldshwBorder"] =3D new TxtBtn( "nb_sldshw","nb_sldshwBorder",pa=
rent.FullScreen,null )
gBtnArr["nb_sldshwBorder"].SetActive =3D _BSetA_Border;
gBtnArr["nb_sldshwBorder"].SetInactive =3D _BSetI_Border;
gBtnArr["nb_sldshwText"] =3D new TxtBtn( "nb_sldshw","nb_sldshwText",parent=
.FullScreen,null )
gBtnArr["nb_sldshwText"].SetActive =3D _BSetA_Border;
gBtnArr["nb_sldshwText"].SetInactive =3D _BSetI_Border;
gBtnArr["nb_voice"] =3D new ImgBtn( "nb_voice","nb_voiceBorder",18,parent.=
ToggleVNarration )
gBtnArr["nb_otlTxt"]=3D new ImgBtn( "nb_otlTxt","nb_otlTxtBorder",23,parent=
.ToggleOtlText )
gBtnArr["nb_nts"].m_flagId=3D "notes_flag"
gBtnArr["nb_nts"].SetFlag =3D NtsBtnSetFlag
gBtnArr["nb_otlTxt"].ChangeIcon=3D GetOtlTxtState
var sNext=3D"Avançar",sPrev=3D"Voltar",sEnd=3D"Finalizar apresenta&c=
cedil;ão",sFont=3D"Arial",sArrow=3D"Seta",sFreeform=3D"Forma livre",=
sRect=3D"Retângulo",sOval=3D"Elipse"
function ShowMenu()
{
BuildMenu();
var doc=3DPPTSld.document.body,x=3DPPTSld.event.clientX+doc.scrollLeft,y=
=3DPPTSld.event.clientY+doc.scrollTop
m =3D PPTSld.document.all.item("ctxtmenu")
m.style.pixelLeft=3Dx
if( (x+m.scrollWidth > doc.clientWidth)&&(x-m.scrollWidth > 0) )
m.style.pixelLeft=3Dx-m.scrollWidth
m.style.pixelTop=3Dy
if( (y+m.scrollHeight > doc.clientHeight)&&(y-m.scrollHeight > 0) )
m.style.pixelTop=3Dy-m.scrollHeight
m.style.display=3D""
}
function _CM()
{
if( !parent.IsFullScrMode() ) return;
if(!PPTSld.event.ctrlKey) {
ShowMenu()
return false
} else
HideMenu()
}
function BuildMenu()
{
if( PPTSld.document.all.item("ctxtmenu") ) return
var mObj=3DCreateItem( PPTSld.document.body )
mObj.id=3D"ctxtmenu"
mObj.style.visibility=3D"hidden"
var s=3DmObj.style
s.position=3D"absolute"
s.cursor=3D"default"
s.width=3D"120px"
SetCMBorder(mObj,"menu","black")
var iObj=3DCreateItem( mObj )
SetCMBorder( iObj, "threedhighlight","threedshadow" )
iObj.style.padding=3D2
CreateMenuItem( iObj,sNext,M_GoNextSld,M_True )
CreateMenuItem( iObj,sPrev,M_GoPrevSld,M_HasPrevSld )
CreateSeparator( iObj )
CreateMenuItem( iObj,sEnd,M_End,M_True )
mObj.style.visibility=3D"visible"
}
function Cancel() { window.event.cancelBubble=3Dtrue; window.event.returnVa=
lue=3Dfalse }
function Highlight() { ChangeClr("activecaption","threedhighlight") }
function Deselect() { ChangeClr("threedface","menutext") }
function Perform()
{
e=3DPPTSld.event.srcElement
if( e.type=3D=3D"menuitem" && e.IsActive() )
e.Action()
else
PPTSld.event.cancelBubble=3Dtrue
}
function ChangeClr( bg,clr )
{
e=3DPPTSld.event.srcElement
if( e.type=3D=3D"menuitem" && e.IsActive() ) {
e.style.backgroundColor=3Dbg
e.style.color=3Dclr
}
}
function M_HasPrevSld() { return( parent.HasPrevSld() ) }
function M_GoNextSld() { if( gIsEndShow ) M_End(); else GoToNextSld() }
function M_GoPrevSld() { if( gIsEndShow ) { history.back(); PPTSld.event.ca=
ncelBubble=3Dtrue; } else GoToPrevSld() }
function M_True() { return true }
function M_End() { window.close( self ) }
function CreateMenuItem( node,text,action,eval )
{
var e=3DCreateItem( node )
e.type=3D"menuitem"
e.Action=3Daction
e.IsActive=3Deval
e.innerHTML=3Dtext
if( !e.IsActive() )
e.style.color=3D"threedshadow"
e.onclick=3DPerform
e.onmouseover=3DHighlight
e.onmouseout=3DDeselect
s=3De.style;
s.fontFamily=3DsFont
s.fontSize=3D"9pt"
s.paddingLeft=3D2
}
function CreateSeparator( node )
{
var sObj=3DCreateItem( node )
SetCMBorder(sObj,"menu","menu")
var s=3DsObj.style
s.borderTopColor=3D"threedshadow"
s.borderBottomColor=3D"threedhighlight"
s.height=3D1
s.fontSize=3D"0px"
}
function CreateItem( node )
{
var elem=3DPPTSld.document.createElement("DIV")
node.insertBefore( elem )
return elem
}
function SetCMBorder( o,ltClr,rbClr )
{
var s=3Do.style
s.backgroundColor=3D"menu"
s.borderStyle=3D"solid"
s.borderWidth=3D1
s.borderColor=3DltClr+" "+rbClr+" "+rbClr+" "+ltClr
}
------=_NextPart_01C24ECA.FEBD62E0
Content-Location: file:///C:/2B934A10/servcomp_arquivos/fullscreen.htm
Content-Transfer-Encoding: quoted-printable
Content-Type: text/html; charset="us-ascii"
Serviços compartilhados
------=_NextPart_01C24ECA.FEBD62E0--
<=
/div>
------=_NextPart_01C24ECA.FEBD62E0
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------=_NextPart_01C24ECA.FEBD62E0
Content-Location: file:///C:/2B934A10/servcomp_arquivos/script.js
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function LoadSld()
{
var sld=3DGetObj("SlideObj")
if( !g_supportsPPTHTML ) {
sld.style.visibility=3D"visible"
return
}
if( MakeNotesVis() ) return
runAnimations =3D _InitAnimations();
if( IsWin("PPTSld") )
parent.SldUpdated(GetSldId())
g_origSz=3DparseInt(SlideObj.style.fontSize)
g_origH=3Dsld.style.posHeight
g_origW=3Dsld.style.posWidth
g_scaleHyperlinks=3D(document.all.tags("AREA").length>0)
if( g_scaleHyperlinks )
InitHLinkArray()
if( g_scaleInFrame||(IsWin("PPTSld") && parent.IsFullScrMode() ) )
document.body.scroll=3D"no"
_RSW()
if( IsWin("PPTSld") && parent.IsFullScrMode() )
FullScrInit();
=09
MakeSldVis();
ChkAutoAdv()
if( runAnimations )
{
if( document.all("NSPlay") )
document.all("NSPlay").autoStart =3D false;
if( sld.filters && sld.filters.revealtrans )
setTimeout( "document.body.start()", sld.filters.revealtrans.duration * =
1000 );
else
document.body.start();
}
}
function MakeSldVis()
{
var fTrans=3Dg_showAnimation && SldHasTrans()
if( fTrans )
{
if( g_bgSound ) {
idx=3Dg_bgSound.indexOf(",");
pptSound.src=3Dg_bgSound.substr( 0, idx );
pptSound.loop=3D -(parseInt(g_bgSound.substr(idx+1)));
}
SlideObj.filters.revealtrans.Apply()
}
SlideObj.style.visibility=3D"visible"
if( fTrans )
SlideObj.filters.revealtrans.Play()
}
function MakeNotesVis()
{
if( !IsNts() ) return false
SlideObj.style.display=3D"none"
nObj =3D document.all.item("NotesObj")
parent.SetHasNts(0)
if( nObj ) {
nObj.style.display=3D""
parent.SetHasNts(1)
}
return 1
}
function ChkAutoAdv()
{
if(SldHasTrans())
SlideObj.onfilterchange=3DAutoAdv
else
AutoAdv()
}
function AutoAdv()
{
if(!IsWin("PPTSld") || !gUseSldTimings )return
var sld=3DGetCurSld()
if( (sld.mAdvDelay>0) && !parent.IsFramesMode() )
setTimeout("parent.GoToNextSld()",sld.mAdvDelay)
}
function GetObj(id)
{
if(g_supportsPPTHTML) return document.all(id);
else return document.getElementById(id);
}
function SldHasTrans() { return SlideObj.style.getAttribute("filter")!=3D""=
}
function GetSldId() { return sId=3Dlocation.href.substring(location.href.la=
stIndexOf('/')+1) }
function HideMenu() { if( frames["PPTSld"] && PPTSld.document.all.item("ctx=
tmenu") && PPTSld.ctxtmenu.style.display!=3D"none" ) { PPTSld.ctxtmenu.styl=
e.display=3D'none'; return true } return false }
function IsWin( name ) { return window.name =3D=3D name }
function IsNts() { return IsWin("PPTNts") }
function IsSldOrNts() { return( IsWin("PPTSld")||IsWin("PPTNts") ) }
function SupportsPPTAnimation() { return( navigator.platform =3D=3D "Win32"=
&& navigator.appVersion.indexOf("Windows")>0 ) }
function SupportsPPTHTML()
{
var appVer=3Dnavigator.appVersion, msie=3DappVer.indexOf("MSIE "), ver=3D0
if( msie >=3D 0 )
ver=3DparseFloat( appVer.substring( msie+5, appVer.indexOf(";",msie) ) )
else
ver=3DparseInt(appVer)
return( ver >=3D 4 && msie >=3D 0 )
}
function _RSW()
{
if( !g_supportsPPTHTML || IsNts() ||
( !g_scaleInFrame && (!IsWin("PPTSld") || !parent.IsFullScrMode()) ) )
return
var padding=3D0;
if( IsWin("PPTSld") && parent.IsFramesMode() ) padding=3D6
cltWidth=3Ddocument.body.clientWidth-padding
cltHeight=3Ddocument.body.clientHeight-padding
factor=3D(1.0*cltWidth)/g_origW
if( cltHeight < g_origH*factor )
factor=3D(1.0*cltHeight)/g_origH
newSize =3D g_origSz * factor
if( newSize < 1 ) newSize=3D1
s=3DSlideObj.style
s.fontSize=3DnewSize+"px"
s.posWidth=3Dg_origW*factor
s.posHeight=3Dg_origH*factor
s.posLeft=3D(cltWidth-s.posWidth+padding)/2
s.posTop=3D(cltHeight-s.posHeight+padding)/2
if( g_scaleHyperlinks )
ScaleHyperlinks( factor )
}
function _InitAnimations()
{
animRuntimeInstalled =3D ''+document.body.localTime !=3D 'undefined';
isFullScreen =3D (window.name =3D=3D "PPTSld") && !parent.IsFramesMode();
g_animUseRuntime =3D g_showAnimation && animRuntimeInstalled && !(isFullSc=
reen && parent.IsSldVisited());
if( g_animUseRuntime ) {
collSeq =3D document.all.tags("seq");
if( collSeq !=3D null ) {
for(ii=3D0;ii‹nº›
' + ENDSHOW_MESG + '
![](3D"buttons.gif")
![](3D"slide0080_image001.gif"){kind=link}