Implementação de um sistema de gestão operacional
: estágio numa empresa de seguros : Portugal

  • Filipa Machado Teixeira (Student)

Student thesis: Master's Thesis


The need to obtain competitive advantages through a sustained growth has led companies to look for a continuous development of their service’s quality, by using rigorous control systems of the effectiveness and efficiency of operations. Within the scope of the optimization of processes' performance of control systems of an insurance company, the 5-month traineeship carried out in the company was aimed at implementing an operational management system in the back office of the Payments and Reimbursements Management department, under the Claims Branch of the company, namely in the area of payments to service providers. Some of these services provided by the company were analysed and new automatic control routines were created for each one. An analysis of the performance of the payment processes involved in those services was also carried out, as a way of reaching conclusions about the alignment of the performance indicators with the established conformity objectives. Given the deviations found, recommendation plans for implementation were proposed. The tasks carried out during the traineeship were supported by a specific control methodology developed by the company and applied exclusively to its management mode, named DMO. The DMO methodology is comprised of three key dimensions, namely to Define, to Measure and to Operate. The DMO method consists of an adaptation of Six Sigma's DMAIC method and distinguishes itself for presenting easier steps in the analysis of the performance and implementation of a process improvement plan.
Date of Award25 Jul 2014
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorMaria da Conceição Andrade Silva Portela (Supervisor)


  • Continuous improvement
  • Performance
  • Process control
  • Six Sigma
  • DMO


  • Mestrado em Gestão

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