Ferramentas de apoio à avaliação de desempenho na DAT

Abstract

With an actual scenery marked by a strong competitiveness on a global level and a high volatility of the business success, the organizations need to constantly make evaluations to the implemented strategies. By choosing measures that evaluate whether strategic objectives are being achieved, companies see their strategies reveal themselves as much more dynamic and successful. A tool that works as a support to the strategic management and could be used as a performance measurement system is the Balanced Scorecard which allow to connect the organization defined strategy to the performance implementation and monitoring. Besides that, it, measures the performance in four different perspectives, financial, costumer, internal process and learning and growth. The restructure of the electrical sector presents unprecedented challenges to the generation, transmission and distribution of the electric power by EDP. The liberalization of the electric commercialization market implies a new approach to the consumers and competitors. Since electricity is a business characterized by significant price competitiveness, as well as by costumer’s difficulties in perceiving service differences, it becomes essential to electrical companies and their departments to assess their financial performance as well as the non-financial performance. This work aims to describe the tasks performed during the internship in Direção da Automação e Telecontrolo of EDP Distrbuição, referring the objectives, tools aplied and steps taken to conclude them, besides showing the obtained results. Additionally, this report demonstrates how a technical support department of an electric company uses the Balanced Scorecard to measure its performance. However, in the end of this document suggestions for improving the use of this tool are presented.

Date of Award	7 Jan 2014
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Maria Silva (Supervisor) & Luís Marques (Co-Supervisor)