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O objectivo deste relatório é responder ao desafio colocado pela Ascendi, que
deseja o diagnóstico e desenvolvimento de metodologias de gestão de níveis de
serviço de prestadores externos, com especial enfoque no cumprimento dos
prazos de serviço estipulados contratualmente, e que têm associadas
penalizações em caso de incumprimento. Trata-‐‑se portanto de uma avaliação de
performance dos prestadores externos. As avaliações de performance são
importantes pois permitem ao avaliador perceber que serviço está adquirir e se
ele se encontra conforme os padrões de qualidade definidos, além de puder
originar medidas de melhoria do serviço. Apesar de puderem ser avaliações
muito complexas, como é o caso da avaliação da cadeia de abastecimento ou da
relação prestador-‐‑cliente, este relatório, devido às especificidades da indústria,
apenas se centra na avaliação de performance.
Para realizar qualquer avaliação é preciso conhecer a indústria e, neste caso, ao
aplicarem-‐‑se as 5 Forças de Porter conclui-‐‑se que a indústria onde a Ascendi
opera é atractiva para os players que já se encontram nela mas não para novas
entradas. Uma característica muito relevante desta indústria é o poder negocial
dos fornecedores que é bastante elevado, sobretudo nos fornecedores de
serviços de cobrança, que operam em situações praticamente monopolistas.
Os modelos desenvolvidos para avaliar os prestadores permitem calcular as
penalizações aplicáveis, sendo que para os 5 meses de avaliação se obtiveram
valores que implicam uma poupança significativa mensal. Além destas
penalizações, a maior mais-‐‑valia do modelo, é também possível analisar alguns
dados estatísticos, de forma a obter taxas de atraso, incumprimento, médias
temporais entre outros., que podem ser utilizados posteriormente na aplicação
de melhorias. Sugerem-‐‑se também algumas medidas que visam melhorar a monitorização dos
níveis de serviço, e que ao mesmo tempo possam servir como ferramenta de
fomentação para uma relação profissional longa e próspera, como por exemplo
a monitorização da digitalização de documentos enviados por parte do
Prestador 2, que tem penalizações aplicáveis, e actualmente é muito difícil de
monitorizar.
Espera-‐‑se que o modelo de monitorização desenvolvido entre em
funcionamento, pois pode proporcionar uma situação de mudança benéfica,
não só para a Ascendi mas também para os prestadores externos. No mundo
actual nenhuma empresa sobrevive sozinha, logo é do interesse global que as
relações funcionem e este modelo pode, no médio/longo prazo, ser uma
ferramenta para ajudar a consegui-‐‑lo.
The purpose of this report is to answer the challenge proposed by Ascendi, to diagnose and develop performance measures for service providers, with an emphasis on service deadlines and the associated penalties, in case those dates are not met. Performance measurement tools, such as this, are very important, in order for the evaluator to understand what the quality of the service being acquired is. It may also originate improvement measures for the service and service provider. Most evaluations are very complex, such as the evaluation of the supply chain, or the evaluation of the supplier – buyer relation. However in this report due to some industry characteristics it’s only described the simpler performance evaluation method. Before any evaluation takes place it’s necessary to understand the industry. Different industry characteristic may have implications in the way the performance measurement is developed, such as in this case. Using Porter’s 5 Strengths model it’s determined that the road infrastructure concession industry is very profitable for players that are already operating in it, but not so much for new entrants. Of those 5 forces, the most relevant for the performance measurement is the supplier bargain power, which is quite high for the service providers whose service is toll collecting. The developed models focus on 5 service providers, and allow the quantification of applicable fines to the service providers, and for the 5 months evaluation period the values obtained were relevant. Besides this measurement, the most important one, the performance model also provides important statistical data that allows the evaluator to obtain measures such as delay rates, temporal averages among others that can be used for future improvements. There are also some suggestions being made that aim to improve the performance measurement and at the same time to tight the professional bounds between both parties in order to allow a prosperous and longer relation to brew. Monitoring the scan of the documents sent by the Service Provider 2 that have fines associated with it is one of those measures. It is expected that this performance measurement model, with or without modifications, starts to be implemented by Ascendi, because it can bring benefits in the form of cheaper services, but it can also bring benefits to the service providers’ operations. In today’s world no single company survives alone, it takes a group effort and, as such, long-‐‑term business relationships should be sought and brewed.
The purpose of this report is to answer the challenge proposed by Ascendi, to diagnose and develop performance measures for service providers, with an emphasis on service deadlines and the associated penalties, in case those dates are not met. Performance measurement tools, such as this, are very important, in order for the evaluator to understand what the quality of the service being acquired is. It may also originate improvement measures for the service and service provider. Most evaluations are very complex, such as the evaluation of the supply chain, or the evaluation of the supplier – buyer relation. However in this report due to some industry characteristics it’s only described the simpler performance evaluation method. Before any evaluation takes place it’s necessary to understand the industry. Different industry characteristic may have implications in the way the performance measurement is developed, such as in this case. Using Porter’s 5 Strengths model it’s determined that the road infrastructure concession industry is very profitable for players that are already operating in it, but not so much for new entrants. Of those 5 forces, the most relevant for the performance measurement is the supplier bargain power, which is quite high for the service providers whose service is toll collecting. The developed models focus on 5 service providers, and allow the quantification of applicable fines to the service providers, and for the 5 months evaluation period the values obtained were relevant. Besides this measurement, the most important one, the performance model also provides important statistical data that allows the evaluator to obtain measures such as delay rates, temporal averages among others that can be used for future improvements. There are also some suggestions being made that aim to improve the performance measurement and at the same time to tight the professional bounds between both parties in order to allow a prosperous and longer relation to brew. Monitoring the scan of the documents sent by the Service Provider 2 that have fines associated with it is one of those measures. It is expected that this performance measurement model, with or without modifications, starts to be implemented by Ascendi, because it can bring benefits in the form of cheaper services, but it can also bring benefits to the service providers’ operations. In today’s world no single company survives alone, it takes a group effort and, as such, long-‐‑term business relationships should be sought and brewed.