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Envelope-to: dananunes@sindsorvetes.com.br
Delivery-date: Mon, 25 Sep 2023 17:15:24 -0300
From: =?utf-8?q?M=C3=A9tricas_de_CSC?= <mkt@multicourses.com.br>
Subject: =?UTF-8?Q?M=C3=A9tricas_e_Indicadores_para_Servi=C3=A7os?=
 Compartilhados
Date: Mon, 25 Sep 2023 20:14:40 +0000 (UTC)
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To: "Executivo(a)" <dananunes@sindsorvetes.com.br>

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</head>
<body style=3D"margin: 0; padding: 0;">
<table align=3D"center" cellpadding=3D"0" cellspacing=3D"0" style=3D"width:=
 100%; text-align: center; padding: 0; background-color: #e2e2e2; margin: 0=
 auto">
	<tbody>
		<tr>
			<td align=3D"center">&nbsp;
			<table cellpadding=3D"0" cellspacing=3D"0" style=3D"width: 650px; paddin=
g: 0; margin: 0 auto">
				<tbody>
					<tr>
						<td style=3D"background-color: #ffffff; padding: 0; margin: 0 auto">
						<div style=3D"background-color: #3c6a84"><br />
						&nbsp;</div>

						<div style=3D"font-size: 40px; font-weight: bold; text-align: center;=
 color: #fff; background-color: #3c6a84; font-family: Montserrat, Arial, sa=
ns-serif">M&eacute;tricas e Indicadores para<br />
						Servi&ccedil;os Compartilhados</div>

						<div style=3D"font-size: 26px; text-align: center; color: #ffd553; fo=
nt-weight:bold; background-color: #3c6a84; font-family: Montserrat, Arial, =
sans-serif">Efici&ecirc;ncia operacional e melhoria cont&iacute;nua<br />
						com indicadores eficazes</div>

						<div style=3D"border-bottom: 6px #c0c0c0 solid; background-color: #3c=
6a84"><br />
						&nbsp;</div>
						&nbsp;

						<table cellpadding=3D"0" cellspacing=3D"0" style=3D"width: 650px; pad=
ding: 0; margin: 0 auto">
							<tbody>
								<tr>
									<td style=3D"width: 20px"></td>
									<td></td>
									<td style=3D"width: 20px"></td>
								</tr>
								<tr>
									<td></td>
									<td style=3D"border-left: 1px #d4d4d4 solid; border-right: 1px #d4=
d4d4 solid; border-top: 5px #ee0000 solid; padding: 20px">
									<div style=3D"font-family: Montserrat, Arial, sans-serif; font-siz=
e: 16px; color: #2d3355; font-weight: normal; text-align: left; background-=
color: #ffffff"><br />
									<span style=3D"font-family: Montserrat, Arial, sans-serif; font-si=
ze: 18px; font-weight:bold; color: #2d3355">Objetivos:</span><br />
									<br />
									Estimular o participante a refletir sobre como evoluir os processo=
s do CSC e a qualidade de seus servi&ccedil;os a clientes atrav&eacute;s de=
 m&eacute;tricas espec&iacute;ficas para <strong>Servi&ccedil;os Compartilh=
ados.</strong><br />
									<br />
									O curso foi desenvolvido para balancear conceitos, modelos de gest=
&atilde;o e opera&ccedil;&atilde;o, estrat&eacute;gias de implanta&ccedil;&=
atilde;o e evolu&ccedil;&atilde;o e a forma correta de utilizar as ferramen=
tas modernas da gest&atilde;o estrat&eacute;gica, de pessoas e tecnol&oacut=
e;gica em um <strong>Centro de Servi&ccedil;os Compartilhados.</strong><br =
/>
									<br />
									O programa do curso cria oportunidade para o desenvolvimento de co=
mpet&ecirc;ncias atrav&eacute;s de troca de perspectivas, experi&ecirc;ncia=
s e desenvolvimento de t&eacute;cnicas e habilidades para a gest&atilde;o d=
e uma organiza&ccedil;&atilde;o com ou sem um <strong>Centro de Servi&ccedi=
l;os Compartilhados.</strong></div>
									</td>
									<td></td>
								</tr>
								<tr>
									<td></td>
									<td style=3D"font-family: Montserrat, Arial, sans-serif; font-size=
: 16px; color: #2d3355; border-left: 1px #d4d4d4 solid; border-right: 1px #=
d4d4d4 solid; padding: 20px"><span style=3D"font-family: Montserrat, Arial,=
 sans-serif; font-size: 18px; font-weight:bold; color: #2d3355">P&uacute;bl=
ico alvo:</span><br />
									<br />
									O curso destina-se a&nbsp;profissionais seniores, executivos, l&ia=
cute;deres de todas as &aacute;reas, gestores de Servi&ccedil;os Compartilh=
ados&nbsp;que buscam aprofundar ou adquirir novas compet&ecirc;ncias e habi=
lidades para desempenhar suas atividades suportadas por modelo de gest&atil=
de;o moderno, &aacute;gil, eficiente, adaptativo e com foco no cliente e pe=
la reflex&atilde;o sobre seus atuais n&iacute;veis de maturidade e possibil=
idades de evolu&ccedil;&atilde;o organizacional.</td>
									<td></td>
								</tr>
								<tr>
									<td style=3D"line-height: 15px; border-top: 1px #d4d4d4 solid; "><=
/td>
									<td style=3D"line-height: 15px"></td>
									<td style=3D"line-height: 15px; border-top: 1px #d4d4d4 solid;"></=
td>
								</tr>
								<tr>
									<td colspan=3D"3" style=3D"background-color: #ffe082; text-align: =
center; border-top: 2px #f9bb00 solid; border-bottom: 2px #f9bb00 solid">&n=
bsp;
									<div style=3D"line-height: 35px; font-family: Montserrat, Arial, s=
ans-serif; color: #cc3333; font-size: 24px; font-weight: bold ">21 a 24 de =
novembro de 2023<br />
									Online: Ao vivo e interativo</div>
									<br />
									&nbsp;</td>
								</tr>
								<tr>
									<td style=3D"line-height: 15px; border-bottom: 1px #d4d4d4 solid; =
"></td>
									<td style=3D"line-height: 15px"></td>
									<td style=3D"line-height: 15px; border-bottom: 1px #d4d4d4 solid;"=
></td>
								</tr>
								<tr>
									<td></td>
									<td style=3D"border-left: 1px #d4d4d4 solid; border-right: 1px #d4=
d4d4 solid; padding: 20px"><span style=3D"font-family: Montserrat, Arial, s=
ans-serif; font-size: 22px; font-weight:bold; color: #2d3355">Programa do t=
reinamento:</span></td>
									<td></td>
								</tr>
								<tr>
									<td></td>
									<td style=3D"border-left: 1px #d4d4d4 solid; border-right: 1px #d4=
d4d4 solid; padding: 20px">
									<div style=3D"text-align: left; font-family: Montserrat, Arial, sa=
ns-serif; font-size: 16px; font-weight: normal; color: #2d3355; line-height=
: 25px">&bull;&nbsp;Por que criar indicadores em Servi&ccedil;os Compartilh=
ados?<br />
									<br />
									&bull;&nbsp;Recordando Conceitos<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Servi&ccedil;os Compartilhados=
<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;A vida no CSC em paradoxo<br /=
>
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Entendendo o valor<br />
									<br />
									&bull;&nbsp;A Gest&atilde;o de Relacionamento com Cliente<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Seu CSC &eacute; eficaz ou efi=
ciente?<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Diferen&ccedil;a entre Problem=
a e Incidente<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;A import&acirc;ncia do Cat&aac=
ute;logo de Servi&ccedil;os<br />
									<br />
									&bull;&nbsp;Gest&atilde;o por Desempenho<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Gerenciamento de Desempenho<br=
 />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Estrutura da Gest&atilde;o de =
Desempenho Integrada<br />
									<br />
									&bull;&nbsp;Gest&atilde;o de indicadores<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;O que s&atilde;o KPIs?<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Por que utilizar Indicadores d=
e Desempenho?<br />
									<br />
									&bull;&nbsp;Service Level Management &ndash; SLM<br />
									<br />
									&bull;&nbsp;Service Level Agreement &ndash; SLA<br />
									<br />
									&bull;&nbsp;Service Level Operational &ndash; SLO<br />
									<br />
									&bull;&nbsp;Calculando tempos e volumes<br />
									<br />
									&bull;&nbsp;&ldquo;Predizendo&rdquo; um CSC<br />
									<br />
									&bull;&nbsp;Construindo Indicadores para CSC<br />
									<br />
									&bull;&nbsp;Descrevendo a Estrat&eacute;gia via Mapa Estrat&eacute=
;gico<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Quadro de Pontua&ccedil;&atild=
e;o Estrat&eacute;gico<br />
									<br />
									&bull;&nbsp;Painel de Controle<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Exemplo: Gest&atilde;o &agrave=
; Vista<br />
									<br />
									&bull;&nbsp;Tipos de Dashboards<br />
									<br />
									&bull;&nbsp;A tecnologia por tr&aacute;s dos indicadores<br />
									<br />
									&bull;&nbsp;Exerc&iacute;cios: Analisando os Indicadores para melh=
oria dos processos<br />
									<br />
									&bull;&nbsp;Ferramentas<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Business Intelligence e Datawa=
rehouse<br />
									&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;BPMS &ndash; Business Process =
Management Suite<br />
									<br />
									&bull;&nbsp;O Futuro ser&aacute; preditivo</div>
									</td>
									<td></td>
								</tr>
								<tr>
									<td></td>
									<td style=3D"border-top: 1px #d4d4d4 solid"></td>
									<td></td>
								</tr>
								<tr>
									<td colspan=3D"3" style=3D"font-family: Arial,Verdana,Helvetica; b=
ackground-color: #ffe082; color: #2d3355; border-top: 2px #c0c0c0 solid; pa=
dding-left: 30px; padding-right: 30px">
									<div style=3D"font-family: Montserrat, Arial, sans-serif; font-siz=
e: 16px; color: #2d3355; font-size: 22px; font-weight: bold; line-height: 3=
2px; margin-top: 25px">Instrutor:</div>

									<div style=3D"font-family: Montserrat, Arial, sans-serif; color: r=
gb(45, 51, 85); text-align: left; line-height: 26px; margin-top: 25px;"><sp=
an style=3D"font-size: 18px;"><b>Carlos Magalh&atilde;es</b></span><br />
									&bull;&nbsp;H&aacute; mais de&nbsp;<strong style=3D"font-size: 16p=
x;">25 anos</strong>&nbsp;atua como&nbsp;<strong style=3D"font-size: 16px;"=
>Assessor e Conselheiro Empresarial</strong>, com participa&ccedil;&atilde;=
o ATIVA em mais de 176 projetos de Transforma&ccedil;&atilde;o Organizacion=
al (CSC e Reestrutura&ccedil;&atilde;o), no Brasil e exterior;<br />
									&bull;&nbsp;<strong style=3D"font-size: 16px;">Advisor</strong>&nb=
sp;para gestores brasileiros em implanta&ccedil;&atilde;o de CSC Globais: P=
ortugal, Espanha, EUA, Fran&ccedil;a, R&uacute;ssia, China e Am&eacute;rica=
 Latina;<br />
									&bull;&nbsp;<strong style=3D"font-size: 16px;">Advisor</strong>&nb=
sp;para mais de 400 profissionais em 130 empresas para matura&ccedil;&atild=
e;o e evolu&ccedil;&atilde;o de seus CSCs;<br />
									&bull;&nbsp;Networking com mais de 900 profissionais em 830 empres=
as para discuss&atilde;o sobre CSC e sua matura&ccedil;&atilde;o;<br />
									&bull;&nbsp;Este treinamento&nbsp;<strong style=3D"font-size: 16px=
;">j&aacute; capacitou, desde 1998, mais de 3000 gestores e executivos&nbsp=
;</strong>em planejamento, desenho, evolu&ccedil;&atilde;o e automa&ccedil;=
&atilde;o, e indicadores para o modelo de Gest&atilde;o conhecido como&nbsp=
;<strong style=3D"font-size: 16px;">Servi&ccedil;os Compartilhados.</strong=
></div>

									<div height=3D"10" style=3D"line-height: 10px"><br />
									&nbsp;</div>
									</td>
								</tr>
							</tbody>
						</table>

						<table cellpadding=3D"0" cellspacing=3D"0" style=3D"width: 100%; marg=
in: 0 auto">
							<tbody>
								<tr>
									<td style=3D"font-size: 16px; text-align: left; color: #2d3355; ba=
ckground-color: #ffffff; border-top: 6px #3c6a84 solid; border-bottom: 6px =
#3c6a84 solid ; line-height: 25px; font-family: Arial, sans-serif">&nbsp;
									<div style=3D"font-family: Montserrat, Arial, sans-serif; font-wei=
ght: bold; text-align: center; font-size: 20px; color: #2d3355">INFORMA&Cce=
dil;&Otilde;ES:</div>

									<table style=3D"width: 100%; font-size: 16px; text-align: left; co=
lor: #2d3355; font-family: Arial, sans-serif">
										<tbody>
											<tr>
												<td style=3D"width: 5%"></td>
												<td style=3D"width: 20%"></td>
												<td style=3D"width: 70%"></td>
												<td style=3D"width: 5%"></td>
											</tr>
											<tr>
												<td></td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; font-w=
eight: bold; vertical-align: top; color: #2d3355">Data:</td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; vertic=
al-align: top; color: #2d3355">21 a 24 de novembro de 2023</td>
												<td></td>
											</tr>
											<tr>
												<td></td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; font-w=
eight: bold; vertical-align: top; color: #2d3355">Hor&aacute;rios:</td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; vertic=
al-align: top; color: #2d3355">14:00 a 18:00</td>
												<td></td>
											</tr>
											<tr>
												<td></td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; font-w=
eight: bold; vertical-align: top; color: #2d3355">Formato:</td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; vertic=
al-align: top; color: #2d3355">Online: ao vivo e interativo</td>
												<td></td>
											</tr>
											<tr>
												<td></td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; font-w=
eight: bold; vertical-align: top; color: #2d3355">Investimento:</td>
												<td style=3D"line-height: 26px; font-family: Montserrat, Arial,=
 sans-serif; vertical-align: top; color: #2d3355">R$1.980,00 para pagamento=
s efetuados at&eacute; o dia 07/11/2023, e R$2.280,00 ap&oacute;s esta data=
.<br />
												Pagamento via boleto banc&aacute;rio, transfer&ecirc;ncia banc&=
aacute;ria ou cart&atilde;o de cr&eacute;dito (em at&eacute; 12X).</td>
												<td></td>
											</tr>
											<tr>
												<td></td>
												<td style=3D"font-family: Montserrat, Arial, sans-serif; font-w=
eight: bold; vertical-align: top; color: #2d3355">Benef&iacute;cios:</td>
												<td style=3D"line-height: 26px; font-family: Montserrat, Arial,=
 sans-serif; vertical-align: top; color: #2d3355">Acesso &agrave; grava&cce=
dil;&atilde;o do treinamento por 15 dias, apresenta&ccedil;&atilde;o em PDF=
 utilizada pelo instrutor, certificado de participa&ccedil;&atilde;o, desco=
nto fidelidade de 5% em qualquer treinamento (transfer&iacute;vel para qual=
quer funcion&aacute;rio da mesma empresa).</td>
												<td></td>
											</tr>
											<tr>
												<td></td>
												<td></td>
												<td>
												<table style=3D"width: 500px">
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															<td style=3D"width: 30px"></td>
															<td style=3D"width: 500px">&nbsp;
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e=3D"border-collapse: separate !important; border: 3px none #01a765; border=
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rspace: 0pt; -ms-text-size-adjust: 100%; -webkit-text-size-adjust: 100%;">
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if; font-size: 20px; padding: 29px; mso-line-height-rule: exactly; -ms-text=
-size-adjust: 100%; -webkit-text-size-adjust: 100%;" valign=3D"middle"><a h=
ref=3D"http://url7345.multicourses.com.br/ls/click?upn=3D3Qi3l3wJhXV1qidl0X=
U3e2SDnLRyyzwmuZuSGKENxbdeNkwWBP7Vbh-2Bp67nWBcweYwBHoydHKndrLFEWYEgyzfwvy-2=
FnHssIjFFI-2BueXxpaJ-2FH5grVo5YKatnl1dTgQbku0WcenW84D-2FT5CvH3sGznlJExVk5Gk=
-2B1xEfMju5vDXnTqyOnkHb3ZD-2F-2F06VCi60LcCdTwrFEgZP7Wln9dZLfHCbcWhz3XUjzYMD=
ZSE614Qr3OLV8x0ZCepy4VSb-2B7aJx3HHtOE8r-2Fic5QeEdNkuxhiq4j5a0ZRQ6-2BsKfnvr3=
Gld-2FcRcveC2WXfMyvSMyFK5r5nT6-2FH26zOS7cSPn6KDJz2ueZJrI4OtnsbN0Sf3O-2F5aPx=
qNclS8CyZ6JYQTZ6m-2Fz0oEVcqYwe-2F6TF6zOqi2v-2By0mmOk9hLngc0JIWROCjn2UUyMaD-=
2FDDAumCR7bg8-2B-2FmR-2FI8ApZRH0PRvMcJMhUuS6HXlB-2BzCYWTi7xi8W010fM-3DvEc7_=
Zof-2FaA1n0dg-2FUXPdq-2BWl74ITJv6IIu2tfYlTIPHAlFYJeoG1uOaWmQDTLKjpFW1Brjq27=
6VI-2BYNB2nX3afZwsy6QIzCFpTqI4hzo3ikehzZ4yME3qUUDNepnApLrjxi0JcHA-2FJXo7STA=
YJN8F4Jc1hvisZ9No0szpBit47bzdKRsRg2SrEbM0JNjijnzW2AIYkkvLpTNMV8Rr3bOcFZXp8T=
BQp8nOuPwGWJyscy7pqk-3D" style=3D"letter-spacing: initial; font-style: init=
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osso site">Fa&ccedil;a sua inscri&ccedil;&atilde;o em nosso site </a></td>
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