Excelência nos processos e resultados
Código
04007768Créditos ECTS
3Objetivos
Esta unidade curricular aborda cinco grandes temas, a Digitalização e automatização dos processos e da informação, a Análise, controlo e gestão do desempenho e dos resultados, o Lean Management aplicado aos serviços, a Implementação de Sistemas da Qualidade em serviços e as Auditorias internas a Sistemas da Qualidade (qualificação como auditores).
Programa
- Digitalização e automatização dos processos e da informação
- Análise, controlo e gestão do desempenho e dos resultados
- Lean Management aplicado aos serviços
- Implementação de Sistemas da Qualidade em serviços
- Auditorias internas a Sistemas da Qualidade (qualificação como auditor)
Métodos de Ensino
Aulas expositivas e participativas, com recursos audiovisuais, em formato híbrido (digital e presencial).
Discussões em grupo.
Trabalhos práticos individuais e em grupo.
Apresentação de casos de estudo.
Bibliografia
1. Cokins, G. (2017). Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics. Hoboken, NJ: John Wiley & Sons.
2. Croll, A., & Yoskovitz, B. (2013). Lean Analytics: Use Data to Build a Better Startup Faster (Lean Series). Sebastopol, CA: O'Reilly Media.
3. Davenport, T. H. (2018). The AI Advantage: How to Put the Artificial Intelligence Revolution to Work. Cambridge, MA: MIT Press.
4. Goldratt, E. M. (2012). A meta. Editora Sextante, Brasil.
5. Greenway, A., Terrett, B., Bracken, M., & Loosemore, T. (2017). Digital Transformation at Scale: Why the Strategy Is Delivery. London, UK: London Publishing Partnership.
6. Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (2013). The service-profit chain: How leading companies link profit and customer satisfaction. Harvard Business Review Press, EUA.
7. Hubbard, D. W. (2014). How to Measure Anything: Finding the Value of 'Intangibles' in Business. Hoboken, NJ: John Wiley & Sons.
8. Iansiti, M., & Lakhani, K. R. (2020). Competing in the Age of AI: Strategy and Leadership When Algorithms and Networks Run the World. Boston, MA: Harvard Business Review Press.
9. International Organization for Standardization. (2015). ISO 9001:2015: Sistemas de gestão da qualidade - Requisitos. ISO.
10. International Organization for Standardization. (2018). ISO 19011:2018: Diretrizes para auditoria de sistemas de gestão da qualidade. ISO.
11. Ismail, S., Malone, M. S., & van Geest, Y. (2014). Exponential Organizations: Why new organizations are ten times better, faster, and cheaper than yours (and what to do about it). New York, NY: Diversion Books.
12. Kotler, P., & Keller, K. L. (2016). Marketing management. Pearson, Reino Unido.
13. Laudon, K. C., & Laudon, J. P. (2018). Management information systems: Managing the digital firm. Pearson, Reino Unido.
14. McAfee, A., & Brynjolfsson, E. (2017). Machine, Platform, Crowd: Harnessing Our Digital Future. New York, NY: W. W. Norton & Company.
1. Cokins, G. (2017). Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics. Hoboken, NJ: John Wiley & Sons.
2. Croll, A., & Yoskovitz, B. (2013). Lean Analytics: Use Data to Build a Better Startup Faster (Lean Series). Sebastopol, CA: O'Reilly Media.
3. Davenport, T. H. (2018). The AI Advantage: How to Put the Artificial Intelligence Revolution to Work. Cambridge, MA: MIT Press.
4. Goldratt, E. M. (2012). A meta. Editora Sextante, Brasil.
5. Greenway, A., Terrett, B., Bracken, M., & Loosemore, T. (2017). Digital Transformation at Scale: Why the Strategy Is Delivery. London, UK: London Publishing Partnership.
6. Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (2013). The service-profit chain: How leading companies link profit and customer satisfaction. Harvard Business Review Press, EUA.
7. Hubbard, D. W. (2014). How to Measure Anything: Finding the Value of 'Intangibles' in Business. Hoboken, NJ: John Wiley & Sons.
8. Iansiti, M., & Lakhani, K. R. (2020). Competing in the Age of AI: Strategy and Leadership When Algorithms and Networks Run the World. Boston, MA: Harvard Business Review Press.
9. International Organization for Standardization. (2015). ISO 9001:2015: Sistemas de gestão da qualidade - Requisitos. ISO.
10. International Organization for Standardization. (2018). ISO 19011:2018: Diretrizes para auditoria de sistemas de gestão da qualidade. ISO.
11. Ismail, S., Malone, M. S., & van Geest, Y. (2014). Exponential Organizations: Why new organizations are ten times better, faster, and cheaper than yours (and what to do about it). New York, NY: Diversion Books.
12. Kotler, P., & Keller, K. L. (2016). Marketing management. Pearson, Reino Unido.
13. Laudon, K. C., & Laudon, J. P. (2018). Management information systems: Managing the digital firm. Pearson, Reino Unido.
14. McAfee, A., & Brynjolfsson, E. (2017). Machine, Platform, Crowd: Harnessing Our Digital Future. New York, NY: W. W. Norton & Company.
15. Niven, P. R. (2015). Balanced Scorecard: Step-by-Step for Government and Nonprofit Agencies. Hoboken, NJ: John Wiley & Sons.
16. Rogers, D. L. (2016). The Digital Transformation Playbook: Rethink Your Business for the Digital Age. New York, NY: Columbia University Press.
17. Santos, D. (2019). The Tableau 10 Business Intelligence Cookbook. Birmingham, UK: Packt Publishing.
18. Schwab, K. (2017). The Fourth Industrial Revolution. Geneva, Switzerland: World Economic Forum.
19. Siebel, T. M. (2019). Digital Transformation: Survive and Thrive in an Era of Mass Extinction. New York, NY: RosettaBooks.
20. Slack, N., Chambers, S., & Johnston, R. (2015). Operations management. Pearson, Reino Unido.
21. Smith, B. (2023). KPI Checklists: A Practical Guide to Key Performance Indicators. New York, NY: AMACOM.
22. Womack, J. P., & Jones, D. T. (1996). Lean thinking: Banish waste and create wealth in your corporation. Simon & Schuster, EUA.
23. Womack, J. P., Jones, D. T., & Roos, D. (2007). A máquina que mudou o mundo. Campus, Brasil.
24. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2018). Delivering quality service: Balancing customer expectations and perceptions. John Wiley & Sons, EUA.