Gestão de operações e logística em prestações de serviço de exploração de sistemas de saneamento
: o caso de optimização de circuitos de serviços em regime descentralizado

Translated title of the thesis: Operations management and logistics in service supply for the exploration of sewage systems
  • Carlos Alberto da Silva Rodrigues (Student)

Student thesis: Master's Thesis

Abstract

The current project refers to the analysis of general concepts of operations and logistics management applied to the service sector of “Basic Sewage Exploration System”. This project also includes the phases of failure points identification, isolation of the problem, search for the best technical solution for the problem, implementation in operational terms and results in terms of surplus values. In the organizational context, this type of services has suffered considerable changes throughout the past few years, due to the vertical structure created by the Government to run Water Supply Systems and Basic Sewage System. This way, with the creation of Macro Public Companies for the management of this type of market sectors, service givers are in the right position to look for new contracts in an optimized way. It is becoming more and more important, in terms of organisational and technical structure, that the service givers of this sector become more competitive in terms of management through Outsourcing, regarding pricing policy presented to the client and its daily management. In terms of objectives, it is important to say, firstly that these companies, are adaptable to clients normally in organisational terms, having two sub-sectors: operations and maintenance sector. So, in terms of the service giver process one of the failure points found in the service design, was the planning of the operation activities and maintenance concerning each client. This way, it is crucial to use optimization tools of the service execution planning, always having as a goal increasing the quality of the service and ability to respond, and at the same time decreasing total costs and keeping the client. To reach such a result it was necessary to go a long way, having as a result a pattern procedure: with data collection in the field, formulation of the problem to be studied, identification of problem resolution methods and measurement and evaluation methods of the solution found through performance indicators. After choosing the tool to solve the problem, the service giver organisation is able to carry out the initial premisses of increasing service quality and its ability to respond, as well as decreasing total costs.
Date of Award2010
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorM. H. Correia (Supervisor) & Carlos José Ferreira Silva (Co-Supervisor)

Keywords

  • Service operations and logistics management
  • Service planning
  • Service execution optimization

Designation

  • Mestrado em Gestão de Serviços

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