Implementação de ferramentas lean numa empresa de elevadores

Trabalho de Projeto

Gestão nos Serviços com Sistemas de Monitorização e Implementação do Smart Pricing

A presente dissertação foi elaborada no âmbito do Mestrado em Engenharia Electrotécnica (MEE) no Instituto Superior de Engenharia do Porto (ISEP), em regime empresarial, na empresa PH Energia Lda. Tem-se verificado que, ao longo dos últimos anos, os mercados estão cada vez mais competitivos, tornando-se quase imperativo que as empresas apostem numa boa otimização dos processos produtivos. Produzir cada vez mais, mais rapidamente e com menos recursos disponíveis, ou seja, de forma eficiente, são os desafios de todas as empresas que pretendem permanecer no mercado. Neste contexto surge o tema de tese, “Gestão nos Serviços com Sistemas de Monitorização e Implementação do Smart Pricing”, cujo objetivo tem como base principal a otimização das plataformas da PH Energia numa cultura de melhoria contínua e orientação para o cliente e promover aplicação da tarifa indexada e Smart Pricing em empresas de maneira a que exista uma maior poupança. Ao longo desta dissertação, foram desenvolvidos cálculos associados à monitorização e gestão nos serviços, bem como demonstrada a viabilidade dos mesmos na aplicação de tarifasindexadas e Smart Pricing no setor empresarial e, para finalizar, a compensação que é possível obter ao deslocar o diagrama de cargas, mantendo sempre o mesmo consumo. Na elaboração deste trabalho fez-se o cruzamento de duas plataformas informáticas designadas GesEnergy e Kisense, com ajuda da empresa VPS que tem como parceria a empresa Energia Simples. Em relação ao plano indexado, foram realizados dois estudos de dois balcões do Banco Popular de Portugal de forma a explicitar quando e como deve ser aplicada a tarifa indexada, gestão da procura, bem como deve ser deslocação do consumo, de forma a abranger as horas mais vantajosas em que o preço de energia elétrica é mais baixo.

A novel framework for modeling value for the customer, an essay on negotiation

This paper proposes a novel framework for modelling the Value for the Customer, the so-called the Conceptual Model for Decomposing Value for the Customer (CMDVC). This conceptual model is first validated through an exploratory case study where the authors validate both the proposed constructs of the model and their relations. In a second step the authors propose a mathematical formulation for the CMDVC as well as a computational method. This has enabled the final quantitative discussion of how the CMDVC can be applied and used in the enterprise environment, and the final validation by the people in the enterprise. Along this research, we were able to confirm that the results of this novel quantitative approach to model the Value for the Customer is consistent with the company's empirical experience. The paper further discusses the merits and limitations of this approach, proposing that the model is likely to bring value to support not only the contract preparation at an Ex-Ante Negotiation Phase, as demonstrated, but also along the actual negotiation process, as finally confirmed by an enterprise testimonial.

Conceptual model for decomposing the value for the customer

Value has been defined in different theoretical contexts as need, desire, interest, standard /criteria, beliefs, attitudes, and preferences. The creation of value is key to any business, and any business activity is about exchanging some tangible and/or intangible good or service and having its value accepted and rewarded by customers or clients, either inside the enterprise or collaborative network or outside. “Perhaps surprising then is that firms often do not know how to define value, or how to measure it” (Anderson and Narus, 1998 cited by [1]). Woodruff echoed that we need “richer customer value theory” for providing an “important tool for locking onto the critical things that managers need to know”. In addition, he emphasized, “we need customer value theory that delves deeply into customer’s world of product use in their situations” [2]. In this sense, we proposed and validated a novel “Conceptual Model for Decomposing the Value for the Customer”. To this end, we were aware that time has a direct impact on customer perceived value, and the suppliers’ and customers’ perceptions change from the pre-purchase to the post-purchase phases, causing some uncertainty and doubts.We wanted to break down value into all its components, as well as every built and used assets (both endogenous and/or exogenous perspectives). This component analysis was then transposed into a mathematical formulation using the Fuzzy Analytic Hierarchy Process (AHP), so that the uncertainty and vagueness of value perceptions could be embedded in this model that relates used and built assets in the tangible and intangible deliverable exchange among the involved parties, with their actual value perceptions.

Orientation system for people with cognitive disabilities

In health care there has been a growing interest and investment in new tools to have a constant monitoring of patients. The increasing of average life ex-pectation and, consequently, the costs in health care due to elderly population are the motivation for this investment. However, healthmonitoring is not only important to elderly people, it can be also applied to people with cognitive disabilities. In this article we present some systems, which try to support these persons on doing their day-to-day activities and how it can improve their life quality. Also, we present an idea to a project that tries to help the persons with cognitive disabilities by providing assistance in geo-guidance and keep their caregivers aware of their location.

Linking entrepreneural orientation to export performance: the role of intangible resources and dynamic capabilities

Understanding the determinants of international performance, and in particular, export performance is key for the success of international companies. Research in this area focuses mainly on how resources and capabilities allow companies to gain competitive advantage and superior performance in external markets. Building on the Resource-Based View (RBV) and the Dynamic Capabilities Approach (DCA), this study aims at analysing the effect of intangible resources and capabilities on export performance. Specifically, this study focuses on the proposition that entrepreneurial orientation potentiates the attraction of intangible resources, namely relational and informational resources. Moreover, we propose that these resources impact export performance both directly and indirectly through dynamic capabilities.

From Customer to Stakeholder Management: Quality Managers perceptions of Sustainability and Social Responsibility concepts, motivations and impacts

57Th EOQ Congress, Quality Renaissance - Co-creating a Viable Future"

Determining the Adjustment Baseline Parameters to Define an Accurate Customer Baseline Load

Demand response is an energy resource that has gained increasing importance in the context of competitive electricity markets and of smart grids. New business models and methods designed to integrate demand response in electricity markets and of smart grids have been published, reporting the need of additional work in this field. In order to adequately remunerate the participation of the consumers in demand response programs, improved consumers’ performance evaluation methods are needed. The methodology proposed in the present paper determines the characterization of the baseline approach that better fits the consumer historic consumption, in order to determine the expected consumption in absent of participation in a demand response event and then determine the actual consumption reduction. The defined baseline can then be used to better determine the remuneration of the consumer. The paper includes a case study with real data to illustrate the application of the proposed methodology.

Disposable immunosensor with simple antibody orientation for label-free real-time detection of a cancer biomarker

This work proposes a novel approach for a suitable orientation of antibodies (Ab) on an immunosensing platform, applied here to the determination of 8-hydroxy-2’-deoxyguanosine (8OHdG), a biomarker of oxidative stress that has been associated to chronic diseases, such as cancer. The Anti-8OHdG was bound to an amine modified gold support through its Fc region after activation of its carboxylic functions. Non-oriented approaches of Ab binding to the platform were tested in parallel, in order to show that the presented proposal favored Ab/Ag affinity. The immunosensor design was evaluated by Quartz-Crystal microbalance with Dissipation, Atomic Force Microscopy, Electrochemical Impedance Spectroscopy (EIS) and Square-Wave Voltammetry. EIS was also a suitable technique to follow the analytical behavior of the device against 8OHdG. The affinity binding between 8OHdG and the antibody immobilized in the gold modified platform increased the charged transfer resistance across the electrochemical sep-up. The observed behavior was linear from 0.02 to 7.0 ng/mL of 8OHdG concentrations. The interference from Glucose, Urea and Creatinine was found negligible. An attempt of application to synthetic samples was also successfully conducted. Overall, the presented approach enabled the production of suitably oriented Abs over a gold platform by means of a much simpler process than other oriented-Ab binding approaches described in the literature, as far as we know, and was successful in terms of analytical features and sample application.

Influence of entrepreneurial orientation in export performance

This study aims at investigating the influence that entrepreneurial orientation has on export performance of Portuguese footwear small and mediumenterprises (SMEs). Therefore, a quantitative methodological approach was used, conducting a descriptive, exploratory and transversal empirical study, having applied a questionnaire to a sample of Portuguese companies exporting footwear. The research results suggest that entrepreneurial orientation enhances export performance in the analysed SMEs, particularly innovation and proactiveness, through the amount of funds invested, human resources dedicated to this activity, number of new products or services introduced in the market and frequent change in product lines or services and materialization of a long-term perspective, which is accompanied by innovative activities or new businesses. Therefore, the findings sustain the necessity to invest in entrepreneurial orientation as a strategic determinant, which contributes to the growth of small firms in foreignmarkets. Finally, the main limitation of this study is related to the sample size, since it was difficult to find companies willing to collaborate with this kind of research.

A Quantitative Model for Decomposing & Assessing the Value for the Customer

The research presented in this paper proposes a novel quantitative model for decomposing and assessing the Value for the Customer. The proposed approach builds on the different dimensions of the Value Network analysis proposed by Verna Allee having as background the concept of Value for the Customer proposed by Woodall. In this context, the Value for the Customer is modelled as a relationship established between the exchanged deliverables and a combination of tangible and intangible assets projected into their endogenous or exogenous dimensions. The Value Network Analysis of the deliverables exchange enables an in-depth understanding of this frontier and the implicit modelling of co-creation scenarios. The proposed Conceptual Model for Decomposing Value for the Customer combines several concepts: from the marketing area we have the concept of Value for the Customer; from the area of intellectual capital the concept of Value Network Analysis; from the collaborative networks area we have the perspective of the enterprise life cycle and the endogenous and exogenous perspectives; at last, the proposed model is supported by a mathematical formal description that stems from the area of Multi-Criteria Decision Making. The whole concept is illustrated in the context of a case study of an enterprise in the footwear industry (Pontechem). The merits of this approach seem evident from the contact with Pontechem as it provides a structured approach for the enterprises to assess the adequacy of their value proposition to the client/customer needs and how these relate to their endogenous and/or exogenous tangible or intangible assets. The proposed model, as a tool, may therefore be a useful instrument in supporting the commercialisation of new products and/or services.

Reengenharia do processo de reclamações das lojas

Num contexto global de incerteza, as cadeias de abastecimento mais ágeis e os clientes com mais exigências manifestam uma constante preocupação com a melhoria contínua da eficiência das operações logísticas. O presente projeto foi desenvolvido na empresa Sonae Modelo Continente Hipermercados, S.A, uma das duas principais empresas do retalho da grande distribuição alimentar em Portugal. Sendo a logística um fator chave de sucesso, uma das atividades críticas de uma empresa, é identificada a oportunidade de melhoria operacional do processo de negócio, a partir das reclamações dos clientes internos. O tratamento destas reclamações, incidências, é de grande complexidade e responsabilidade para a área do Logistics Customer Service. O projeto desenvolvido, a ‘Reengenharia do processo de reclamações das Lojas’, surgiu da necessidade de criar um modelo e processo de negócio de melhoria contínua, que solucione falhas operacionais com implicação na Logística, Supply Chain e em outras áreas da empresa. A procura dessa melhoria é o objetivo deste trabalho. Pretende-se, com a proposta aqui apresentada, a interligação e automatização da cadeia abastecimento, para superar as ocorrências operacionais, elevar a qualidade do serviço, aumentar a capacidade do processo e incorporar uma monitorização das atividades de input (Lojas) e output (Entrepostos), para futura rastreabilidade das operações, através da integração da cadeia de abastecimento, para a satisfação do cliente interno. Para a elaboração do novo modelo de processo foi seguida a orientação da reengenharia de processos de negócio, nas suas linhas orientadoras: identificação do modelo de processo atual e das suas necessidades; definição dos objetivos norteadores do projeto a apresentar; redesenhar novo modelo de processo de negócio, de modo a dar resposta às necessidades detetadas nos clientes internos.