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Advisor(s)
Abstract(s)
O setor dos serviços é um dos que mais tem crescido ao longo dos últimos
anos, assumindo-se como setor dominante. A elevada concorrência existente no
setor industrial, tem vindo a ser um dos motivos para se desenvolver o conceito
de servitização. O investimento de algumas empresas pertencentes ao setor
industrial em serviços, permite que esta seja uma caraterística diferenciadora
quando comparada com a concorrência, criando valor para a Organização. Este
processo é denominado por servitização.
Este trabalho foi realizado em contexto organizacional na Adira - Metal
Forming Solutions. Esta empresa pertencente ao setor industrial desde 1956,
encontra-se num processo de servitização. A busca por um departamento de
Service de excelência, que proporcione uma vantagem competitiva quando
comparada com a concorrência foi a motivação para o desenvolvimento deste
trabalho.
O projeto assenta no desenvolvimento de Key Performance Indicators, que
quando avaliados em conjunto e com bom desempenho deverão conduzir o
departamento ao sucesso. A medição, monitorização e análise dos diferentes
KPI’s embora não esteja incorporada no processo de desenvolvimento dos
mesmos é um dos pontos mais importantes, pelo que também está incorporada
no trabalho. Para isto recorreu-se à elaboração e desenvolvimento de uma
ferramenta de gestão denominada Tableau de Bord. Esta ferramenta foi
implementada e funciona como apoio à tomada de decisão da gestão de topo.
The services sector is one of the sector of the economy that has grown the most in the last few years, and has become the dominant sector. As there is a high competition in industry, the concept of servitization has been developed. The investment of industrial companies in services, allows it to be a distinctive feature among competitors and therefore creating more value to the organization. This process is called servitization. This work was tested in the organizational context of Adira – Metal Forming Solutions. This company, established in 1956, has been implementing a servitization process. Their main objective was the creation of an excellent service department, which would provide a competitive advantage when compared to other companies in the same area. This project is based in the Key Performance Indicators development, which, when they have a good global evaluation and a good performance, will lead to a successful department. The measured control and the analysis of the different KPI’s, although not incorporated in the development KPI process, is still very important, so it will be part of this work too. In order to measure this, a management tool called Tableau de Bord was created and developed. This tool has been implemented and it functions as a help to top management decision group.
The services sector is one of the sector of the economy that has grown the most in the last few years, and has become the dominant sector. As there is a high competition in industry, the concept of servitization has been developed. The investment of industrial companies in services, allows it to be a distinctive feature among competitors and therefore creating more value to the organization. This process is called servitization. This work was tested in the organizational context of Adira – Metal Forming Solutions. This company, established in 1956, has been implementing a servitization process. Their main objective was the creation of an excellent service department, which would provide a competitive advantage when compared to other companies in the same area. This project is based in the Key Performance Indicators development, which, when they have a good global evaluation and a good performance, will lead to a successful department. The measured control and the analysis of the different KPI’s, although not incorporated in the development KPI process, is still very important, so it will be part of this work too. In order to measure this, a management tool called Tableau de Bord was created and developed. This tool has been implemented and it functions as a help to top management decision group.
Description
Keywords
Indicadores de avaliação de desempenho Serviços Servitização Estudo de caso Indústria metalomecânica Performance indicators Services Servitization Case study Metal forming industry