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Authors
Advisor(s)
Abstract(s)
O presente documento tem como objectivo analisar as não
conformidades detectadas (cortes ao financiamento) em projectos co-
-financiados pelo fundo social europeu (FSE) em escolas públicas portuguesas.
No sentido de analisar esses cortes foi criada uma base de dados com 233
projectos de 69 clientes da empresa SInASE, que actua, entre outras áreas, na
prestação de serviços em projectos de investimento e melhoria de projectos co-
-financiados. A base de dados tem mais de uma dezena de variáveis, que foram
analisadas em conjunto permitindo chegar a algumas conclusões satisfatórias.
Nesta análise foram usados factores como o número e valor de cortes ao
financiamento distribuídos por rubricas, ano, tipologia e equipas, entre outros.
Para tal, foram utilizadas diversas técnicas e metodologias, tais como análises
de Pareto, histogramas e análises de variâncias.
É também sugerida a implementação de algumas medidas que visam
melhorar a qualidade do serviço prestado, tendo em vista a diminuição do
número de cortes registados neste tipo de projectos co-financiados. A
implementação de uma base de dados com actualizações periódicas seria uma
mais-valia para a SInASE no sentido em que uma análise atenta dos dados
levaria certamente a uma diminuição quer do número de cortes quer do seu
valor.
Espera-se que o presente documento sirva de incentivo à já actual prática
de melhoria contínua implementada pela SInASE e que, juntamente com a base
de dados sugerida, venha a proporcionar uma situação de mudança saudável.
A relação com os clientes e a satisfação dos mesmos é desde há muitos anos
uma das principais preocupações da SInASE, pelo que estas ferramentas
poderão servir não só para a manutenção dos actuais clientes como para a obtenção de novos. Globalmente, e em particular neste mercado tão específico,
a fidelização de clientes é uma preocupação cada vez maior, na medida em que
é muito mais dispendiosa a angariação de novos clientes do que a satisfação dos
mesmos. A satisfação dos clientes leva a um word-of-mouth positivo natural, que
já provou ser a forma mais eficaz de angariação de clientes no actual mercado,
onde a SInASE é uma referência a nível nacional.
This report aims to analyze the detected nonconformities (cuts to funding) on projects co-funded by the European Social Fund in Portuguese public schools. In order to analyze these cuts a database was created with 233 projects for 69 clients of the SInASE, a company that provides services, among other areas, in investment projects and in the improvement of co-funded projects. This database contains over a dozen variables, which were analyzed together allowing satisfactory conclusions to be drawn. Factors such as the number and value of cuts to funding sorted by rubrics, year, type and teams, among others where used. To this end, several techniques and methodologies were used, including Pareto analysis, histograms and analysis of variance. It further suggests the implementation of some measures to improve the quality of the service, in order to decrease the number of existing cuts in this type of co-funded projects. The implementation of a database with periodic updates would be of added-value to SInASE in the sense that a thorough examination of the data would certainly lead to a decrease in both the number of cuts and their value. It is hoped that this document serves as an incentive to the already existing practice of continuous improvement implemented by SInASE and that, along with the database proposed, will provide healthy changes. The relationship with customers and their satisfaction has been, for many years, one of the main concerns of SInASE, so these tools can serve not only to retain current customers but also to get new ones. Globally, and particularly in this very specific market, customer loyalty is a growing concern, as it is much more expensive to acquire new customers than to satisfy the existing ones. Customer satisfaction leads to a natural positive word-of-mouth, which has proven to be the most effective way of attracting customers in the current market, where SInASE is a national reference.
This report aims to analyze the detected nonconformities (cuts to funding) on projects co-funded by the European Social Fund in Portuguese public schools. In order to analyze these cuts a database was created with 233 projects for 69 clients of the SInASE, a company that provides services, among other areas, in investment projects and in the improvement of co-funded projects. This database contains over a dozen variables, which were analyzed together allowing satisfactory conclusions to be drawn. Factors such as the number and value of cuts to funding sorted by rubrics, year, type and teams, among others where used. To this end, several techniques and methodologies were used, including Pareto analysis, histograms and analysis of variance. It further suggests the implementation of some measures to improve the quality of the service, in order to decrease the number of existing cuts in this type of co-funded projects. The implementation of a database with periodic updates would be of added-value to SInASE in the sense that a thorough examination of the data would certainly lead to a decrease in both the number of cuts and their value. It is hoped that this document serves as an incentive to the already existing practice of continuous improvement implemented by SInASE and that, along with the database proposed, will provide healthy changes. The relationship with customers and their satisfaction has been, for many years, one of the main concerns of SInASE, so these tools can serve not only to retain current customers but also to get new ones. Globally, and particularly in this very specific market, customer loyalty is a growing concern, as it is much more expensive to acquire new customers than to satisfy the existing ones. Customer satisfaction leads to a natural positive word-of-mouth, which has proven to be the most effective way of attracting customers in the current market, where SInASE is a national reference.
Description
Keywords
Projectos co-financiados POPH Análise de não conformidades Melhoria Co-funded projects Human potential operating programme Nonconformity analysis Continuous improvement