Relatorio de gestao_2010_INGLES.indd - Efacec

New Data Center
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Results obtained with the 1st Assessment of
Internal Customer Satisfaction of Corporate and
Shared Services
Positioning
• Employees revealed they had average knowledge of services
and duties.
• 74% of the specimen agrees that Corporate and Shared
Services provide services necessary for the Business Units
(BU).
Global Assessment
• Services were classifi ed as globally satisfactory.
Performance
• Employees from Corporate and Shared Services are very
professional and technically competent;
• The fulfi lment of deadlines is often considered to be very
satisfactory – satisfactory performance.
Quality
• Customer perception of the global quality of the service
rendered by Corporate and Shared Services per service line
was satisfactory overall.
Flexibility
• Employees are very fl exible when answering business
requests.
New Information Systems
In 2010, as part of the SiGefa programme (Information System for
Management), a computer application was implemented to record,
manage and obtain information related to Quality, Environment
and Safety in a consolidated manner throughout the whole Group.
Areas regarded as a priority include the control of QES documents,
the record and management of events (ex: non-conformities), action
plans, management of audits and QES management of jobs (ex:
projects). At the same time, reports and dashboards will be designed
and developed, and then made available in the Microstrategy (SiGefa
OLAP).
In July, a control module of QES documents was activated with the
following functions:
• Record of documents (ex: procedures, operational instructions,
inspection plans and testing, safety and health plans, forms, etc.);
• Automatic encoding, based on the content of the documents;
• Workfl ow (assessment and approval) and automatic notifi cations
(via e-mail);
• Management of documents (history of changes, obsolete, …);
• QES documentation check, structured in accordance with the
process tree;
• Management of pending tasks per user (documents to be checked/
approved);
• Management of the users’ access profi les.
• Accessibility in all international subsidiaries (via Intranet);
• Possibility of implementing several languages.
The remaining modules planned for the fi rst stage of the SiGefa QES
WeMake are currently under implementation or specifi cation.
It is also worth to mention the investment made by Efacec to improve
access to information, namely with the inherent complexity of a wide
variety of databases and IT tools.
New Data Center
With the recent installation of the new Data Center of Arroteia, the
support infrastructure for the information systems of the Efacec
Group gave another important step towards ensuring a 24/7 service.
Currently, almost 90% of the Group’s corporate applications are
supported by technology residing in the Data Center of Arroteia.
Daily, thousands of users throughout the world connect to it from
either Efacec’s international facilities or even using personal tools
made available to mobile employees.
Efacec’s growth in these last years, especially on an international
level, made the Data Center of Arroteia a crucial aspect for the
operation of the Group. Applications such as Baan, CRM, OLAP, Mail,
Wintree, PDMs, Intranet, etc, need increasingly better availability
and reliability. The many time zones in which these applications are
used already represent a period of nearly 20 daily hours (from 3.30
am to 23.30 pm GMT). From India to the USA, the work of Efacec’s
employees depends greatly on the proper operation and availability
of these applications.