The impact of online promotional efforts on customer acquisitiom and retention at continente.pt

Continente Online (COL) is the market leader of online grocery retailing in Portugal. Aiming at sustaining this position, it has been focusing its promotional efforts in acquiring and retaining customers. This report intakes an extensive study on the impact of COL’s exclusive promotional efforts (free delivery offers and ten percent discounts on loyalty card) on customer acquisition and retention, as well as, a cost analysis on these offers. Two econometric models were developed and the results were interesting. It was concluded that free delivery offers have a significant impact both in terms of customer acquisition and retention, having also a lower cost in comparison with ten percent on loyalty card discounts.

Developing a gamification system to increase customer lifetime value at MyGon

There have never been so many touch points between companies and consumers as there are today, which paradoxically makes it very challenging for companies to be able to retain and engage customers. Gamification is a strategy used by a large number of companies to increase customer engagement and customer lifetime value. This work aims at developing a gamification system for MyGon, a Portuguese startup working in the market of discounts and experiences. In addition to examining the literature concerning gamification, its elements and characteristics, recommendations were developed for addressing MyGon’s business goals of increasing conversion and customer engagement. The gamification mechanisms suggested include badges, missions, points, leaderboards and levels.

Value creation in the nursing home real estate investment market - A case study

The underlying thesis examines the value drivers of direct investments in nursing home real estate in Germany. A survey among investors and operators is conducted in order to identify significant value drivers. Moreover, based on survey results, a framework for assessing German nursing home real estate is developed. This is applied in a case-study about the set-up of a nursing home value-add fund which will demonstrate the value creation process of redeveloping an existing nursing home real estate portfolio. Through a concluding analysis the sources of value creation, sensitivities and future prospects of direct investing into German nursing home real estate are concluded.

Comparateive analysis: Public and private school management systems

The Portuguese educational system has counted, for many years, with the co-existence of both public and private schools. In fact, the country’s growth and development led, in the past, to an increasing demand for free of charge public education that could only be matched through the creation of “publicly-subsidized and privately owned and managed schools”. Still, the demographic evolution of Portugal recently generated a decrease on the demand for public educational services. This situation has raised doubts about the true contribution of this type of school for the public education system. This paper aims at answering this question by isolating the impact of different property and management schemes on the performance of students, resorting to cross-section data on 9th grade students from 2010. The results corroborate the well known result on the relevance of the family socio-economic background for students’ performance, but do also sustain the existence of a significant positive impact of private ownership and management schemes on the overall performance of students. These results suggest that there might be gains associated with the expansion of such schemes within the public education system.

Estudo de viabilidade da valorização de resíduos da cultura do arroz por co-pirólise e co-gasificação para a produção de energia renovável

Anualmente, milhares de toneladas de resíduos agrícolas são gerados no mundo, sendo a cultura do arroz uma das que mais contribui para a sua produção, especialmente com casca e palha de arroz, além dos plásticos gerados nas etapas de colheita, transporte e transformação do produto. Tradicionalmente estes resíduos são descartados ou aproveitados através de vias pouco eficientes, com consequências negativas para o ambiente. Múltiplas tecnologias têm sido estudadas e desenvolvidas para assim transformar estes resíduos em produtos de interesse: (i) gasificação, (ii) combustão e (iii) pirólise. Na presente dissertação foi avaliada a viabilidade da construção duma central de valorização de resíduos da cultura de arroz, em Portugal, através das tecnologias de co-gasificação e co-pirólise. Considerou-se que o gás de síntese, gerado na co-gasificação, é utilizado para produzir energia elétrica, e que o bio-óleo, gerado na co-pirólise, é utilizado para produzir energia elétrica ou para ser vendido a uma refinaria. A avaliação foi realizada com base no capital total de investimento, nos custos de operação e na renda gerada pela venda (i) de energia elétrica ou (ii) do bio-óleo. Com os indicadores económicos analisados, conclui-se que em Portugal nenhuma das duas tecnologias é viável, principalmente devido (i) às reduzidas quantidades de resíduos originados pela cultura de arroz neste país e (ii) aos elevados custos de transporte da matéria-prima. Caso fosse feito o aproveitamento da quantidade total de plásticos provenientes do fluxo agrícola português (4 782 t.ano-1), a construção duma central de co-pirólise seria rentável, obtendo-se uma taxa interna de rentabilidade de 69% para a venda de energia elétrica e 23,5% para venda de bio-óleo.

Estudo de carbonizados resultantes da gasificação e co-pirólise de resíduos da produção e processamento de arroz. Remoção de Cr3+ presente em meio líquido

A presente dissertação apresenta o estudo de dois carbonizados, provenientes da gasificação (CG) e co-pirólise (CP) de resíduos da cultura e processamento de arroz, no processo de remoção de Cr3+ presente em meio líquido. Os materiais de partida – casca de arroz (CA) e polietileno (PE) – utilizados nos ensaios de gasificação e co-pirólise, e os carbonizados resultantes destes processos térmicos, foram caracterizados através de ensaios físicos, químicos e ecotoxicológicos. O elemento químico com maior concentração, em todos os materiais, foi o Si. Nenhum dos eluatos revelou ecotoxicidade. No estudo de remoção de Cr3+ com os dois carbonizados avaliaram-se os efeitos dos seguintes parâmetros: pH inicial da solução, massa de adsorvente, tempo de contacto e concentração inicial de Cr3+. O carbonizado que teve o melhor desempenho na remoção de Cr3+ foi o CG, com remoções de cerca de 100%, devido ao aumento de pH, que provocou a precipitação do Cr. A capacidade de adsorção deste carbonizado variou entre 12 e 26 mg Cr3+.mg-1 CG, para uma concentração inicial aproximada de Cr3+ de 50 mg.L-1, pH inicial de 5, tempo de contacto de 24 horas e razões L/S entre 800 e 1000 mL. g-1. Foram aplicados os modelos cinéticos de pseudo-primeira ordem e pseudo-segunda ordem, e as isotérmicas de Langmuir, Freundlich e Sips. Observou-se um melhor ajustamento da cinética de pseudo-segunda ordem para CG. No CP verificou-se que ambos os modelos cinéticos se ajustavam aos dados experimentais. No CG observou-se que as isotérmicas de Freundlich e Sips apresentaram os melhores ajustamentos. Foi realizado um estudo dos mecanismos de adsorção para o CG e verificou-se que a troca iónica foi o fenómeno predominante. A avaliação ecotoxicológica das soluções contendo Cr, antes e após o ensaio de adsorção, indicou que o CG promoveu uma redução acentuada da ecotoxicidade das soluções até um nível não detetável.

Complexos Organometálicos: caracterização preliminar de compostos de vanádio e de moléculas libertadoras de CO como potenciais fármacos

Vários complexos metálicos têm sido explorados visando uma melhoria de atuais tratamentos das mais variadas doenças. Os compostos de vanádio apresentam uma capacidade de mimetizar a ação da insulina, insurgindo-se assim como uma aposta no tratamento da doença Diabetes mellitus. O monóxido de carbono (CO), outrora visto como apenas um agente tóxico, atualmente é explorado pelas suas capacidades anti-inflamatórias, tendo-se desenvolvido moléculas libertadoras de CO, os CORMs, de modo a tirar partido dos seus efeitos biológicos. Com vista a determinar a formação de aductos entre os complexos organometálicos de vanádio e diferentes proteínas e caracterizar o tipo de interação estabelecida recorreu-se à Cristalografia de raios-X. A estrutura cristalográfica do aducto VOIV(picolinato)2–tripsina bovina foi obtida a 1,09 Å de resolução, mostrando o complexo VOIV(pic)2 no centro ativo da enzima, coordenado à cadeia lateral da serina catalítica (Ser195), numa geometria octaédrica. Ensaios cinéticos preliminares realizados com o complexo VO(pic)2 foram efetuados para determinar potenciais efeitos inibitórios na atividade das enzimas lisozima da clara do ovo (HEWL) e tripsina. O potencial terapêutico dos CORMs associado à Nanotecnologia foi explorado para o [Ru(CO)3Cl(glicinato)] (CORM-3), visando desenvolver nanopartículas de ouro (AuNPs) funcionalizadas com o composto e diferentes proteínas. A toxicidade celular direta do CORM-3, bem como alguns potenciais efeitos biológicos de CORM-3–albumina de soro humano (BSA) e CORM-3–HEWL foram também avaliados, recorrendo a ensaios de viabilidade celular , riscados celulares, e RT-qPCR em várias linhas celulares tumorais e linha primária de fibroblastos humanos. Foi possível iniciar o desenvolvimento de nanosistemas de AuNPs@PEG@BSA e AuNPs@PEG@HEWL, seguindo-se futuramente a conjugação com o CORM-3. Não foi possível determinar o efeito anti-inflamatório do CORM-3 e seus conjugados através da análise dos genes de resposta por RT-qPCR em tempo real, no entanto determinou-se que o composto CORM-3 não possui toxicidade em linhas celulares tumorais, e que aparenta fomentar a regeneração celular em fibroblastos e células tumorais NINA, sendo este efeito potenciado aquando conjugação com BSA.

Magnetotransport properties of metal/LaAlO3/SrTiO3 heterostructures

The quasi two-dimensional electron gas (q2DEG) hosted in the interface of an epitaxially grown lanthanum aluminate (LaAlO3) thin film with a TiO2-termi-nated strontium titanate (SrTiO3) substrate (001) has been massively studied in the last few years. The confinement of mobile electrons to within a few nanome-ters from the interface, superconductive behavior at low temperatures and elec-tron mobility exceeding 1000 cm2/(V.s) make this system an interesting candi-date to explore the physics of spin injection and transport. However, due to the critical thickness for conduction of 4 unit cells (uc) of LaAlO3, a high tunneling resistance hampers electrical access to the q2DEG, preventing proper injection of spin polarized current. Recently, our group found that depositing a thin overlayer of Co on LaAlO3 reduces the critical thickness, enabling conduction with only 1 uc of LaAlO3. Two scenarios arise to explain this phenomenon: a pinning of the Fermi level in the metal, inducing charge transfer in the SrTiO3; the creation of oxygen vacancies at the interface between LaAlO3 and the metal, leading to an n-type doping of the SrTiO3. In this dissertation, we will report on magnetotransport of metal/LaAlO3/SrTiO3 (metal: Ti, Ta, Co, Py, Au, Pt, Pd) heterostructures with 2 uc of LaAlO3 studied at low temperatures (2 K) and high magnetic fields (9 T). We have analyzed the transport properties of the gas, namely, the carrier concen-tration, mobility and magnetotransport regime and we will discuss the results in the light of the two scenarios mentioned above.

Historic and potential technology transition paths of grid battery storage: Co-evolution of energy grid, electric mobility and batteries

Scarcity of fuels, changes in environmental policy and in society increased the interest in generating electric energy from renewable energy sources (RES) for a sustainable energy supply in the future. The main problem of RES as solar and wind energy, which represent a main pillar of this transition, is that they cannot supply constant power output. This results inter alia in an increased demand of backup technologies as batteries to assure electricity system safety. The diffusion of energy storage technologies is highly dependent on the energy system and transport transition pathways which might lead to a replacement or reconfiguration of embedded socio-technical practices and regimes (by creating new standards or dominant designs, changing regulations, infrastructure and user patterns). The success of this technology is dependent on hardly predictable future technical advances, actor preferences, development of competing technologies and designs, diverging interests of actors, future cost efficiencies, environmental performance, the evolution of market demand and design and evolution of our society.

Consulting project for Câmara Municipal de Cascais street vending in Portugal- creation and development of a new sales channel

Field lab: Consulting lab

The value creation radar applied to the space engineering sector

This case study illustrates the application of the Value Creation Radar (VCR) to SenSyF, an Earth Observation (EO) system which was developed by Deimos Engenharia S.A. (DME), the Portuguese affiliate of Elecnor Deimos. It describes how a team of consultants adopted the VCR in order to find new market applications for SenSyF, selected the one with the highest potential, and defined a path to guarantee a sustainable market launch. This case study highlights the main challenges of bringing a technology-driven company closer to the market in the pursuit of long-term sustainability, while not compromising its technological capabilities

Customer relationship management plan for wrike

Achieving long-term success for companies includes providing customers with exceptional products and ser-vices. It implies investing in Customer Relationship Management (CRM) and building a plan of its implementation. This issue is addressed in present Work Project by conducting interviews with top-management of Wrike and sur-vey with other employees which showed there is space for improvement of company’s current CRM. Results give insights of CRM in Wrike and are the basis of CRM plan proposal. The key effect of the proposed plan can be seen in the increase of the customer’s value and consequently result in Return on Customers.

Customer service process optimization at Sonae e MC

Sonae MC is constantly innovating and keeping up with the new market trends, being increasingly focused on E-commerce due to its growing importance. In that area, a telephone line is available to support customers with their problems. However, rare were the cases in which those problems were solved in the first contact. Therefore, the goal of this work was to reengineer these processes to improve the service performance and consequently the customer’s satisfaction. Following an evolutionary approach, improvement opportunities were suggested and if correctly implemented the cases resolution time could decrease 1 day and Sonae MC will save €7.750 per month.

Santini ice creams: Co-Owning a tradition

The case studies the potential partnership between a small family business, rich in tradition, that sells ice cream in the Lisbon area and a recognized Portuguese family who runs a multinational business. The aim of this study is to address students to analyze the evolution of the small company by using the Agency and Resource-Based Theories and to outline a potentially successful co-ownership structure if the agreement were to take place. The particularity of the case regards considering and identifying the main Family Business issues to keep in mind when dealing with these types of firms.

Connect to success- consulting program of the U.S. embassy Lisbon creation of a business plan for “Quinta dos I’s”

The purpose of this project is to analyse and evaluate if the rural tourism cottage Quinta dos I’s will be profitable within the first five years of operation. It starts with a brief description of the business, followed by an industry analysis of the rural tourism market in Portugal and an intensive competitor analysis to evaluate Quinta dos I’s’ competitive advantages. The project then defines a marketing plan to generate awareness and establish the cottage in the market. Finally, a financial analysis is performed to examine the outcome of Quinta dos I’s’ recommended strategic activities. The results of this project show that the cottage is profitable after the first year of operation and expects to grow annually.