Relatorio de gestao_2010_INGLES.indd - Efacec

SynergyNet
The Switchgear Unit developed an innovative system called
SynergyNet, which is a new IT platform fully integrated with ERP
Baan/LN, making it possible for users to effi ciently share knowledge
and synergies.
This system encourages cooperation and collaboration, making
processes more reliable, automated, productive and organized.
Assessment of Customer Satisfaction
In 2010, with the purpose of assessing the level of Customer
satisfaction, the company implemented a corporate monitoring
process to determine the satisfaction of Customers.
Customer satisfaction can be assessed in several manners: Customer
interviews, visits of Customers to Efacec’s facilities, issuing
satisfaction surveys, receiving letters of recommendation or other
acknowledgments (ex: awards), qualifi cation audits from Customers
and receiving claims. This report includes an analysis of the
information obtained from Customer satisfaction surveys.
The survey is composed of a set of issues related to human relations,
corporate image, value, quality of supply, and environmental and
safety aspects. Customers classify their expectations and Efacec’s
performance for each item. In the majority of the cases, the survey
is sent by a Project Manager or Customer Manager of Efacec directly
to the contact(s)/representative(s) of the Customer. To implement
this process, several training/awareness sessions were made for the
BUs and several markets.
The results shown in this report concern the year 2010 (surveys
received between the 1st of May 2010 and the 16th of March 2011).
Over 110 Customers of Efacec were surveyed, most of them Customers
from the domestic market (19% International). 497 surveys were sent,
resulting in 162 answers, representing a success rate of 33%.
Of the 162 received answers, the Level of Global Customer
Satisfaction was 93%. This value is calculated by taking into account
expectations and performance (Level of Satisfaction = Performance
Average/Expectation Average).
In this process, Customers made several suggestions in order to
improve elapsed time, deadlines and own solutions presented by
Efacec. This way, in 2011, Efacec will work on these suggestions and
improve the Customer Satisfaction assessment process.
Commercial Image
In 2010, Efacec kept a high level of document design, industrial
design, production of multimedia elements and attendance in events.
115 new promotional and information documents were created (over
55% than in 2009), which benefi ted from the implementation of a new
document management platform.
Regarding industrial design, charging posts for the Mobi.E network
were a major challenge, becoming necessary to coordinate the
several partners of the project, perform a study on the conditions of
equipments, perform procurement studies and establish production
technologies, and project its image. Several models of charging
systems for electric vehicles were also developed for a domestic
environment. In 2011, several development processes are already
planned in the fi eld of smartgrids and EV supply grids.
In 2010, Efacec continued to develop several multimedia elements
that allow products, services and solutions to be described to its
Customers without the need for them to be experts in the matter. So,
3D animated videos were created to describe an ETAR, a charger of
electric vehicles, the SCHNABEL transporter of a transformer, an ecocycle
thermal power plant and an automated warehouse.
Report and Accounts 2010 | 67