Indicadores-chave de desempenho (KPIs) exercem um papel de extrema importância na indústria de processos, auxiliando na tomada de decisão. No entanto, para serem representativos precisam ser calculados de forma confiável. O presente trabalho propôs uma metodologia para o cálculo destes KPIs com base em técnicas de detecção do estado estacionário, remoção de ruído, propagação de erros e análise de sensibilidade. Estes KPIs foram apresentados, de acordo com o que consta na literatura, em uma nova ferramenta gráfica de acompanhamento proposta pelos autores, denominada StatSSCandlePlot. O StatSSCandlePlot apresenta os KPIs no padrão candlestick, que é bastante utilizado no mercado de ações, incluindo informações adicionais. O grande diferencial do StatSSCandlePlot é que os indicadores e suas respectivas propriedades exibidas são calculadas a partir de técnicas que englobam o tratamento de dados e análises estatísticas. A metodologia proposta foi aplicada em um estudo de caso de um chuveiro contendo dois princípios de aquecimento, gás e energia elétrica. Para este estudo, foi criado o Índice de Qualidade do Banho (IQB), que é um indicador dependente da temperatura e da vazão de saída, cujos dados foram avaliados em três cenários distintos, o primeiro quando o sistema é submetido a distúrbios na vazão, no segundo ocorre uma queda na temperatura da água fria e no último, o IQB foi avaliado quando o sistema foi submetido a distúrbios na vazão sob uma nova estratégia de controle da planta. A partir do StatSSCandlePlot, foi possível identificar as tendências do indicador nos diferentes cenários, a parcela de cada janela no estado estacionário, os valores a serem considerados do indicador e, de forma complementar, identificar a variável que mais influenciou na variação do indicador, através da análise de sensibilidade. / Key performance indicators (KPIs) play an extremely important role in the process industry, aiding in decision-making. However, to be representative they need to be calculated reliably. The present work proposed a methodology for the calculation of these KPIs based on steady state detection, noise removal, error propagation and sensitivity analysis techniques. These KPIs were presented, as far as it is known, in a new graphical KPIs monitoring tool proposed by the authors, called StatSSCandlePlot. StatSSCandlePlot introduces KPIs in the candlestick standard, which is widely used in the stock market, including additional information. The major difference of StatSSCandlePlot is that the indicators and their respective displayed properties are calculated from techniques that encompass data processing and statistical analysis. The proposed methodology was applied in a case study of a shower containing two principles of heating, gas and electric energy. For this study the Bath Quality Index (BQI) was created, which is a temperature and output flow dependent indicator, whose data were evaluated in three different scenarios, the first one when the system was submitted to flow disturbances, in the second one, a decrease in the temperature of the cold water and in the last one, the IQB was evaluated when the system was submitted to disturbances in the flow under a new strategy of control of the plant. From the StatSSCandlePlot, it was possible to identify the trends of the indicator in the different scenarios, the portion of each window in the steady state, the values to be considered in the indicator and, in a complementary way, to identify the variable that most influenced the variation of the indicator, through the sensitivity analysis.

O avanço da tecnologia da informação e da aplicação de computadores na indústria de mineração permitiu a automatização de várias atividades da cadeia de valor mineral (CVM). As atividades da cadeia de valor mineral podem ser divididas em atividades de suporte e em atividades primárias. Os sistemas ERP (Enterprise and Resource Planning) têm fornecido por muitos anos a plataforma para a integração eficiente das atividades de suporte da mineração. No entanto, apesar dos avanços obtidos com a aplicação dos computadores em nichos técnicos específicos, não se conseguiu até o presente momento, integrar efetivamente as atividades primárias da cadeia de valor mineral. As principais razões para isto, são tanto as incertezas existentes no processo produtivo, que diferentemente de outros setores industriais são intrínsecas ao negócio da mineração, quanto as dificuldades para se medir e gerenciar convenientemente os indicadores chave de desempenho (KPIs-Key Performance Indicators), relevantes à cadeia de valor mineral. A medição e controle dos KPIs é fundamental para a quantificação dos eventuais benefícios da aplicação de tecnologia e do potencial de retorno do investimento em recursos humanos e financeiros, necessários à integração das atividades primárias da cadeia de valor mineral. Esta tese não se propõe a integrar a cadeia de valor mineral, mas a demonstrar como a integração da atividade geotécnica da CVM gera benefícios tangíveis, que permitem antever os benefícios de sua completa integração e assim a tese avança a um ponto do controle geotécnico que é o monitoramento da estabilidade de taludes em minas em operação, para demonstrar que a aplicação de metodologias de monitoramento e controle adequadas, impactam positivamente nos KPIs e consequentemente nas atividades da cadeia de valor mineral, relacionadas a eles. O objetivo desta tese é também o de comprovar a importância do monitoramento eficaz dos KPIs para a integração das atividades geotécnicas da cadeia de valor mineral exemplificando seu impacto na eficiência, qualidade e economicidade dos processos envolvidos e assim, comprovar a eficaz possibilidade de integração destas atividades da cadeia de valor mineral e a possibilidade de extrapolação da integração para o restante da mesma. Neste sentido o trabalho desenvolve-se primeiramente no intuito de determinar os principais KPIs controlados em algumas das mais importantes empresas de mineração brasileiras. Pela correta identificação das métricas e do contexto gerencial em que estes estão inseridos é possível demonstrar a importância e o impacto de seu mapeamento e medição para a gestão efetiva do negócio da mineração. Uma nova tecnologia de monitoramento de taludes que faz uso de equipamentos de radar imageadores é apresentada e explicada, assim como vários exemplos de sua utilização ao redor do mundo são descritos, ressaltando-se os resultados obtidos e sua influência na medição e gerenciamento dos KPIs envolvidos. Finalmente, uma nova metodologia escalonada e com pontos de decisão é proposta para a integração da cadeia de valor mineral e aplicada a dois projetos desenvolvidos pelo autor, que são apresentados e discutidos para demonstrar e comprovar os benefícios econômicos advindos de sua aplicação. Para esses projetos, o autor planejou e executou a coleta de dados, procedeu a suas análises, avaliou seus impactos econômicos e comprovou a relevância do estudo realizado. / The advance of information technology and computer application to the mining industry has allowed the automation of several activities of the mineral value chain (MVC). The activities of the mineral value chain can be divided in support and primarily activities. ERP (Enterprise and Resource Planning) systems have provided, for many years, the platform for the efficient integration of the support activities in mining. Despite all the advance gathered with the application of computers to specific technical niches, the effective integration of the primarily activities of the mineral value chain has not been obtained to date. The main reasons for this fact are the uncertainties existent in the production process that differently from other industrial sectors, are intrinsic to the mining business, as well as the difficulties to measure and manage the key performance indicators (KPIs) that are relevant to the mineral value chain. The measurement and control of KPIs is fundamental for quantifying the eventual benefits of the application of technology and the potential for the return of the investments in human and financial resources, needed to integrate the primarily activities of the mineral value chain. This thesis is not aimed at integrating the mineral value chain, but to demonstrate how the integration of the geotechnical activity of the MVC generates tangible benefits that allow foreseeing the benefits of its complete integration, so this thesis reaches a point of the geotechnical control that is the slope stability monitoring of operational mines, in order to demonstrate that the application of adequate methodologies of monitoring and control, impact positively on the KPIs and consequently on the activities of the mineral value chain related to them. The objective of this thesis is also to prove the importance of the effective monitoring of KPIs for the integration of the geotechnical activities of the mineral value chain and its impact in the efficiency, quality and economics of the processes involved, in order to prove the effective possibility of the integration of this activity of the mineral value chain thus demonstrating the possibility to extrapolate the integration results to the remaining chain inter-activities. In this sense, the work is developed primarily with the aim of determining the main KPIs that are controlled in some of the most important Brazilian mining companies. Through the correct identification of the metrics and management context in which they are inserted, it is possible to demonstrate the importance and impact of their mapping and measurement for the effective management of the mining business. A new technology for slope monitoring that uses imaging radar equipment is presented and explained as well as several examples of its utilization around the world are described, emphasizing the results obtained and their influence for the measurement and management of the involved KPIs. Finally, a new staggered methodology, with decision points is proposed for the integration of the mineral value chain and applied to two projects developed by the author, which are presented and discussed in order to demonstrate and to prove the economic benefits obtained from its application. For these projects, the author planned and executed the data collection, data analysis, economic assessment and proved the relevance of the work performed.

The field of humanitarian logistics and supply chain management is increasingly the subject of research. Even though there has been some research in the field in the past, the necessity for more research related to the measurement of the effectiveness of humanitarian supply chains is required. Humanitarian supply chain management deals not only with natural disasters but also with man-made disasters. Thus, different types of disasters create different challenges for humanitarian aid. Moreover, the different stages of the disasters require different courses of action. The lack of extended research in the field of humanitarian supply chain and logistics, the increase of the impact of disasters as well as the differences between the commercial and the humanitarian supply chains, make it clear that the sector should find ways to improve its efficiency. Tools and metrics can be used to measure and improve the efficiency of the supply chains. According to literature there are no sophisticated measures of effectiveness for humanitarian logi stics and supply chains. The purpose of this thesis is to identify the main challenges in humanitarian supply chains and what is the role of performance measurements in humanitarian operations. Moreover, the thesis aims to identify an appropriate model for measuring and thus, enhancing performance in the humanitarian supply chains. The research strategy chosen for this study is a holistic multiple case study. The empirical data is collected through interviews. For this research in total 3 organisations’ representatives and 2 volunteers were interviewed. The collected data have been analysed by combining theories and previous studies in the literature. The main findings from analysing the empirical data revealed that, depending on the disaster phase, humanitarian organisations face different challenges in their supply chains. By implementing appropriate performance measurements, the humanitarian organisations can limit the impact of the challenges in the supply chain operations, gain more relevant and precise information regarding the humanitarian operations, and enhance supply chain coordination among different stakeholders. As an outcome, by implementing appropriate performance measurement systems, the humanitarian organisations can overcome some of these challenges in their supply chains, and therefore enhance the overall supply chain performance.

This thesis has been performed at IKEA Jönköping. The purpose was to identify what kind of forecasting system IKEA Jönköping is using and analyze its problems. The data collection was based on interviews with a total of 6 people working at IKEA Jönköping, IKEA of Sweden (IOS) in Älmhult and observation at the Sales Supply Support division (SSS).  From the empirical study several problems were identified linked with the performance of the forecasting. Problems with understanding the initial forecast from IOS were identified and this was because of lack of information about demand. SSS also wanted to know their local market in a better way this to be able to make more accurate forecast. Finally all the departments at IKEA Jönköping which were working with forecasting wanted a closer collaboration between SSS, sales and the logistics department also wanted to have better information exchange. The result from this thesis explain what kind of forecasting system IKEA Jönköping is using and gives suggestions to solve the problems mentioned above. We have highlighted the importance of having a closer collaboration between IOS and IKEA Jönköping and between the different departments working with forecasting. Furthermore we have explained the importance of creating guidelines and routines regarding the forecasts and the flow of information. By considering our solutions presented in this thesis we think that the problems addressed above could be managed and hopefully lead towards a better forecasting performance at IKEA Jönköping.

Semi-autonomous revenue authorities (ARAs) have been established all over the world as a distinctive institutional model outside the traditional public service aimed at enhancing tax administration, and thereby raising tax revenues. In order to boost the robustness of their operations, substantial expenditures have gone towards modernising ARAs. Expenditures have been guided by medium-term corporate-wide plans, and the results monitored, assessed and reported using performance measures. Performance measurement has proved challenging for ARAs to implement and sustain in practice. Some of the challenges evolve around weak capacity, implementation costs, issues to do with quantification, competing demands from a wide range of constituents, the inappropriate selection of measures and a bias towards performance measures that focus on finances. As a means for enhancing performance measurement, there are practices, lessons and theoretical perspectives that can be discerned from the broadspectrum of literature on performance measurement in the public sector and ARAs from around the world. This thesis explores how performance measurement in African ARAs can be more strategic, efficient and effective by ascertaining which key factors shape its adoption. The research focuses on the in depth study of three ARAs in Sub Saharan Africa, involving a combination of structured interviews with internal and external stakeholders, the administration of a survey instrument and review of ARA documents. The final chapters of the thesis deploy fuzzy set logic techniques to identify and test the significance of various causal conditions in the adoption of performance measurement in ARAs, as a plausible answer to the research question.

Since the introduction of the Municipal Finance Management Act (MFMA) in 2003 and the Public Sector Risk Management Framework in 2010, Municipalities had to start focusing on proper risk management as part of their management activities. Within the government sector, risk management needs to be implemented in order to prevent financial losses and to improve service delivery. If shortcomings regarding risk management exist within a municipality, it could have a negative effect on sound financial management and the outcome of annual audits. This study was conducted to test the hypothesis, namely if shortcomings regarding risk management exist within a municipality. Should this be the case, it could possible affect sound financial management and the outcome of annual audits. This was to a large extent proven within this case study and it is likely that other municipalities will have similar problems. Information was obtained from two groups of officials of the Sedibeng District Municipality by means of one-on-one interviews and hand delivered questionnaires. Group 1 consisted of 14 officials not in management positions and group 2 of 11 officials in senior management positions. The questionnaire comprised five sections of questions that aimed at determining the extent of knowledge and attitude of the respondent towards monitoring, assessment, identification and response to risk management within their specific departments. Analysis of the results indicated clearly that the overall risk management knowledge differed substantially from group 1 to group 2. The knowledge, monitoring, assessment, identification and response to risk management activities were minimal or unclear to respondents not in management positions. Respondents in senior management positions were more aware of risk management responsibilities. However they admitted that it was not always done as required and in many cases only due to compliance. The results are strengthened by the statement released by the Auditor General in his 2011 audit report on Sedibeng District Municipality stating “the implementation of appropriate risk management activities to ensure risk assessment, were not conducted and the risk strategy to address the risks was not developed and monitored.” Various recommendations are proposed within this article that could improve the overall management and sustainability of risk management within municipalities. / M Development and Management (Public Management and Governance), North-West University, Vaal Triangle Campus, 2014

Healthcare facilities, including hospitals, are among the most challenging assets to maintain and modernize. An accurate performance assessment is essential for the appropriate prioritization of the subsystems that are competing for limited capital-renewal funds. Traditionally, physical condition has been the primary indicator of performance; however, other criteria have recently been added: level of service, sustainability, and risk, all of which are crucial for hospital buildings. This research introduces a practical and efficient framework for capital renewal for hospital facilities. The framework incorporates five unique aspects: (1) a two-dimensional hierarchy that accounts for the interrelationships between the hospital systems and the hospital spaces; (2) a multi-criteria performance assessment process that combines physical condition, level of service, sustainability, and risk of failure; (3) a visual all-on-site inspection application on hand-held tablet; (4) a mechanism for efficient prioritization of capital renewal tasks; and (5) optimization process for near-optimum allocation of capital-renewal of the limited capital renewal budget. The framework assesses hospital subsystems, incorporating consideration of the service quality within the indoor spaces and their impact on related subsystems. For renewal purposes, an appropriate subsystem priority index is then computed accordingly, taking into account the multi-criteria performance of the subsystems. Surveys of hospital maintenance experts have been used both for the collection of data for the development of the framework and for its validation. A prototype of the framework has been implemented in a user-friendly application whose performance was tested through two hospital case studies, the first of which was also employed for testing the prioritization and optimization functions of the framework. The results of six case study scenarios, with varying budget constraints and objective functions demonstrated the practicality and capability of the framework with respect to maximizing the performance of the facility relative to any desirable performance criteria. The proposed framework re-engineers the traditional process of facility performance assessment and also significantly enhances the capital renewal process by speeding the assessment process and efficiently allocating the renewal budget to maximize the return on the investment. This framework can be easily adapted to other types of building facilities and other infrastructure assets, thus contributing to sustaining the economy and the welfare of residents.

Syfte: Syftet i denna studie uppkom ur vårt intresse för nyckeltalsanvändning inom ett relativt nytt område som hållbarhet. Vi läste på om hållbarhetsnyckeltal och ur denna tidigare forskning inom ämnet så blev vårt syfte att skapa en ökad förståelse kring den praktiska användningen samt nyttan med hållbarhetsnyckeltal, med avseende på TBL-modellen. Metod: Studien bygger på en kvalitativ forsningsmetod inom vilken personliga intervjuer har utförts på fem fallföretag. Intervjuerna spelades in och sedan jämfördes samt analyserades resultatet av dessa med det teoretiska ramverket inom studien.           Resultat & slutsats: Studien har visat på vilken praktisk användning samt nytta hållbarhetsnyckeltal har eller skulle kunna ha för företag eller organisationer. Studien har därutöver också visat på att företag och organisationer aktivt talar om hållbarhet samt att hållbarhetsfrågor är integrerade i den dagliga verksamheten.

Indicadores-chave de desempenho (KPIs) exercem um papel de extrema importância na indústria de processos, auxiliando na tomada de decisão. No entanto, para serem representativos precisam ser calculados de forma confiável. O presente trabalho propôs uma metodologia para o cálculo destes KPIs com base em técnicas de detecção do estado estacionário, remoção de ruído, propagação de erros e análise de sensibilidade. Estes KPIs foram apresentados, de acordo com o que consta na literatura, em uma nova ferramenta gráfica de acompanhamento proposta pelos autores, denominada StatSSCandlePlot. O StatSSCandlePlot apresenta os KPIs no padrão candlestick, que é bastante utilizado no mercado de ações, incluindo informações adicionais. O grande diferencial do StatSSCandlePlot é que os indicadores e suas respectivas propriedades exibidas são calculadas a partir de técnicas que englobam o tratamento de dados e análises estatísticas. A metodologia proposta foi aplicada em um estudo de caso de um chuveiro contendo dois princípios de aquecimento, gás e energia elétrica. Para este estudo, foi criado o Índice de Qualidade do Banho (IQB), que é um indicador dependente da temperatura e da vazão de saída, cujos dados foram avaliados em três cenários distintos, o primeiro quando o sistema é submetido a distúrbios na vazão, no segundo ocorre uma queda na temperatura da água fria e no último, o IQB foi avaliado quando o sistema foi submetido a distúrbios na vazão sob uma nova estratégia de controle da planta. A partir do StatSSCandlePlot, foi possível identificar as tendências do indicador nos diferentes cenários, a parcela de cada janela no estado estacionário, os valores a serem considerados do indicador e, de forma complementar, identificar a variável que mais influenciou na variação do indicador, através da análise de sensibilidade. / Key performance indicators (KPIs) play an extremely important role in the process industry, aiding in decision-making. However, to be representative they need to be calculated reliably. The present work proposed a methodology for the calculation of these KPIs based on steady state detection, noise removal, error propagation and sensitivity analysis techniques. These KPIs were presented, as far as it is known, in a new graphical KPIs monitoring tool proposed by the authors, called StatSSCandlePlot. StatSSCandlePlot introduces KPIs in the candlestick standard, which is widely used in the stock market, including additional information. The major difference of StatSSCandlePlot is that the indicators and their respective displayed properties are calculated from techniques that encompass data processing and statistical analysis. The proposed methodology was applied in a case study of a shower containing two principles of heating, gas and electric energy. For this study the Bath Quality Index (BQI) was created, which is a temperature and output flow dependent indicator, whose data were evaluated in three different scenarios, the first one when the system was submitted to flow disturbances, in the second one, a decrease in the temperature of the cold water and in the last one, the IQB was evaluated when the system was submitted to disturbances in the flow under a new strategy of control of the plant. From the StatSSCandlePlot, it was possible to identify the trends of the indicator in the different scenarios, the portion of each window in the steady state, the values to be considered in the indicator and, in a complementary way, to identify the variable that most influenced the variation of the indicator, through the sensitivity analysis.

Resumo: Os cenários gerenciais atuais têm demandado tomadas de decisão cada vez mais rápidas por parte dos gestores. Para que estas decisões sejam tomadas com assertividade é necessário que estes gestores tenham suporte de ferramentas robustas de controle e geração de dados e indicativos de desempenho. Em particular para gestores de produção de empresas multiprodutoras estas informações não são obtidas com facilidade em função dos diferentes processos que cercam a fabricação dos variados itens do portfólio da empresa. A UEP, Unidade de Esforço de Produção, busca, através da inclusão de uma unidade de medida, o estabelecimento de parâmetros que permitam comparar diferentes naturezas de produtos e proporcionar ao gestor uma leitura unificada do desempenho de seus processos. Este trabalho tem como objetivo apresentar uma adaptação do método como opção para a geração destes indicadores, estruturar uma proposta de implantação do método e propor um estudo de caso de implantação da UEP em uma indústria fabricante de produtos para a área da saúde e metrologia técnica seguindo esta metodologia proposta validando-o junto aos gestores responsáveis. No cenário inicial esta empresa não possui indicadores precisos de desempenho. O estudo de caso proporcionou a avaliação dos resultados de um período subsidiando os gestores para a tomada de decisões. / Abstract: Management scenarios have demanded an increasingly fast decision-making process. To support it, managers and decision-makers must rely on performance and data generation tools to help them to get the assertiveness and accuracy they need to decide. Particularly for production managers of multi products enterprises, this information is not easily obtained due to the complex environment of these firms, made of several and inter-related processes supporting the manufacture of various products. The UEP Method (Production Effort Unit) is a methodology aimed to provide a benchmark to compare production processes performance among different products in a standardized way. This work presents the UEP as an option for providing these performance indicators, also a structure for deploying the tool and a case study of the use of UEP in a multi product healthcare company is presented. Initially, the company had no accurate performance indicators. After applying UEP for a short period of time, the efficacy of the results in supporting the decision-making process was analyzed and discussed.