Desenvolvimento de Key Performance Indicators para os serviços
: o caso da Adira

  • Beatriz Faria de Miranda Teixeira (Student)

Student thesis: Master's Thesis

Abstract

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.
Date of Award6 Jul 2016
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorJorge Julião (Supervisor)

Keywords

  • Performance indicators
  • Services
  • Servitization
  • Case study
  • Metal forming industry

Designation

  • Mestrado em Gestão de Serviços

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