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.

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.

Community indentification in peer-t-peer collaborative consumption services

Even though collaborative consumption (CC) is gaining economic importance, research in CC is still in its infancy. Consumers’ reasons for participating have already been investigated but little research on consequences of participation has been conducted. This article examines whether interactions between customers in peer-to-peer CC services influence the willingness to coproduce service outcomes. Drawing on social exchange theory, it is proposed that this effect is mediated by consumers’ identification with the brand community. Furthermore, continuance intention in CC is introduced as a second stage moderator. In a cross-sectional study, customers of peer-to-peer accommodation sharing are surveyed. While customer-to-customer interactions were found to have a positive effect on brand community identification, brand community identification did not positively affect co-production intention. Surprisingly, the effect of brand community identification on co-production intention was negative. Moreover, continuance intention of customers did not moderate this relationship. Bearing in mind current challenges for researchers and companies, theoretical and managerial implications are discussed.

Osteogenic differentiation of adipose stem cells by endothelial cells co-culture within liquified capsules

Inspired by the native co-existence of multiple cell types and from the concept of deconstructing the stem cell niche, we propose a co-encapsulation strategy within liquified capsules. The present team has already proven the application of liquified capsules as bioencapsulation systems1. Here, we intend to use the optimized system towards osteogenic differentiation. Capsules encapsulating adipose stem cells alone (MONO-capsules) or in co-culture with endothelial cells (CO-capsules) were maintained in endothelial medium with or without osteogenic differentiation factors. The suitability of the capsules for living stem and endothelial cells encapsulation was demonstrated by MTS and DNA assays. The osteogenic differentiation was assessed by quantifying the deposition of calcium and the activity of ALP up to 21 days. CO capsules had an enhanced osteogenic differentiation, even when cultured in the absence of osteogenic factors. Furthermore, osteopontin and CD31 could be detected, which respectively indicate that osteogenic differentiation had occurred and endothelial cells maintained their phenotype. An enhanced osteogenic differentiation by co-encapsulation was also confirmed by the upregulation of osteogenic markers (BMP-2, RUNX2, BSP) while the expression of angiogenic markers (VEGF, vWF, CD31) revealed the presence of endothelial cells. The proposed capsules can also act as a growth factor release system upon implantation, as showed by VEGF and BMP-2 quantification. These findings demonstrate that the co-encapsulation of stem and endothelial cells within liquified injectable capsules provides a promising strategy for bone tissue engineering.  

In vitro chondrogenic commitment of human Wharton's jelly stem cells by co-culture with human articular chondrocytes.

Wharton's jelly stem cells (WJSCs) are a potential source of transplantable stem cells in cartilage-regenerative strategies, due to their highly proliferative and multilineage differentiation capacity. We hypothesized that a non-direct co-culture system with human articular chondrocytes (hACs) could enhance the potential chondrogenic phenotype of hWJSCs during the expansion phase compared to those expanded in monoculture conditions. Primary hWJSCs were cultured in the bottom of a multiwell plate separated by a porous transwell membrane insert seeded with hACs. No statistically significant differences in hWJSCs duplication number were observed under either of the culture conditions during the expansion phase. hWJSCs under co-culture conditions show upregulations of collagen type I and II, COMP, TGFβ1 and aggrecan, as well as of the main cartilage transcription factor, SOX9, when compared to those cultured in the absence of chondrocytes. Chondrogenic differentiation of hWJSCs, previously expanded in co-culture and monoculture conditions, was evaluated for each cellular passage using the micromass culture model. Cells expanded in co-culture showed higher accumulation of glycosaminoglycans (GAGs) compared to cells in monoculture, and immunohistochemistry for localization of collagen type I revealed a strong detection signal when hWJSCs were expanded under monoculture conditions. In contrast, type II collagen was detected when cells were expanded under co-culture conditions, where numerous round-shaped cell clusters were observed. Using a micromass differentiation model, hWJSCs, previously exposed to soluble factors secreted by hACs, were able to express higher levels of chondrogenic genes with deposition of cartilage extracellular matrix components, suggesting their use as an alternative cell source for treating degenerated cartilage.

Using customer lifetime value to improve the prediction of bank deposit subscription in telemarketing campaigns

Customer lifetime value (LTV) enables using client characteristics, such as recency, frequency and monetary (RFM) value, to describe the value of a client through time in terms of profitability. We present the concept of LTV applied to telemarketing for improving the return-on-investment, using a recent (from 2008 to 2013) and real case study of bank campaigns to sell long- term deposits. The goal was to benefit from past contacts history to extract additional knowledge. A total of twelve LTV input variables were tested, un- der a forward selection method and using a realistic rolling windows scheme, highlighting the validity of five new LTV features. The results achieved by our LTV data-driven approach using neural networks allowed an improvement up to 4 pp in the Lift cumulative curve for targeting the deposit subscribers when compared with a baseline model (with no history data). Explanatory knowledge was also extracted from the proposed model, revealing two highly relevant LTV features, the last result of the previous campaign to sell the same product and the frequency of past client successes. The obtained results are particularly valuable for contact center companies, which can improve pre- dictive performance without even having to ask for more information to the companies they serve.

Para cá e para lá dos muros: relações familiares na interface entre o interior e o exterior da prisão

Tese de Doutoramento em Sociologia

Análise da qualidade do serviço numa empresa transportadora

Dissertação de mestrado integrado em Engenharia e Gestão Industrial

Determinação dos elementos-traço (Zn, Co e Ni) em sedimentos da Plataforma Continental Amazônica sob influência da descarga do rio Amazonas

Esta pesquisa foi desenvolvida na Plataforma Continental Amazônica (PCA) no trecho compreendido entre os cabos Orange (AP) e Maguari (PA), para determinar os teores de Zn, Co e Ni nos sedimentos superficiais, identificando o papel dos sedimentos como fonte ou reserva de elementos-traço. A concentração dos elementos metálicos apresentou a seguinte associação: Zn > Ni > Co. Os sedimentos localizados na PCA podem ser considerados como sítio de ocorrência natural dos elementos metálicos, não havendo influência de fontes poluidoras na liberação destes para o sistema.

Estudo de metais pesados (Co, Cu, Fe, Cr, Ni, Mn, Pb e Zn) na Bacia do Tarumã-Açu Manaus (AM)

Os resíduos gerados em domicílios incluem diversos produtos, como pesticidas, produtos farmacêuticos, detergentes, óleos de cozinha, metais pesados contidos em baterias e outros utensílios. Esses resíduos são lançados continuamente em aterro sanitário ou lixões em cidades como Manaus. O chorume produzido nesses aterros, quando não tratados, contamina recursos hídricos superficiais e subterrâneos. Neste estudo foi feita uma avaliação das conseqüências da liberação do chorume no sistema hídrico da bacia do Tarumã-Açu. Amostras de água e sedimento foram coletadas nos igarapés Matrinxã, Acará, Bolívia, bacia do Tarumã-Açu e dentro do aterro sanitário (Manaus - Amazonas - Brasil) em março 2001. As amostras de água foram filtradas em filtro Milipore (0,45 mm de poro) e, em seguida, tratadas com HNO3 concentrado. As amostras de sedimento foram peneiradas em malha de 0,053 mm e digeridas com HCl:HNO3 (1:3) a 150ºC. As concentrações de alguns metais pesados (Co, Cu, Fe, Cr, Ni, Mn, Pb e Zn) foram determinadas nas amostras de água e sedimento por espectrometria de absorção atômica de chama. Os resultados revelaram que a concentração dos metais pesados é muito acima dos permitidos pela resolução 357/2005 do CONAMA em praticamente todos os locais amostrados, mostrando que o Aterro Sanitário é um dos principais responsáveis pelo impacto ambiental observado nos corpos hídricos estudados. As análises dos componentes principais (PCA) e hierárquica de cluster (HCA), revelam que os pontos de coleta localizados dentro do aterro sanitário apresentam características diferentes dos outros locais amostrados. Além disso, o HCA e PCA mostraram que existe uma similaridade entre os pontos de coleta localizados fora do aterro o que permite afirmar que o chorume do aterro se dissolve por todo corpo hídrico estudado.