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Envelope-to: dananunes@sindsorvetes.com.br
Delivery-date: Wed, 11 Oct 2023 13:23:53 -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: Wed, 11 Oct 2023 16:23:13 +0000 (UTC)
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erdana, sans-serif; text-align: justify; color: #004040">
			<div style=3D"width: 100%; text-align: center"><br />
			<span style=3D"font-weight: bold; font-size: 32px; font-family: Montserr=
at, Tahoma, Arial, Verdana, sans-serif; color: #008080">M&eacute;tricas e I=
ndicadores para Servi&ccedil;os Compartilhados</span><br />
			<span style=3D"font-weight: bold; font-size: 20px; font-family: Montserr=
at, Tahoma, Arial, Verdana, sans-serif; color: #004040">Efici&ecirc;ncia op=
eracional e melhoria cont&iacute;nua<br />
			com indicadores eficazes.</span><br />
			<br />
			<span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-ser=
if; font-weight: bold; font-size: 26px; color:#999900">21 a 24 de novembro =
de 2023</span></div>
			<strong><span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, =
sans-serif; font-size: 20px"><br />
			Objetivos:</span></strong><br />
			&nbsp;
			<div style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-seri=
f; text-align: left; font-size: 16px">Estimular o participante a refletir s=
obre o que vem transformando a gest&atilde;o e opera&ccedil;&atilde;o de um=
a organiza&ccedil;&atilde;o e&nbsp;<strong>como</strong>&nbsp;uma estrutura=
 de&nbsp;<strong>Servi&ccedil;os Compartilhados</strong>&nbsp;tem colaborad=
o para este processo de transforma&ccedil;&atilde;o, e&nbsp;<strong>quando<=
/strong>&nbsp;e&nbsp;<strong>onde</strong>&nbsp;deve ser inserido como part=
e do modelo de governan&ccedil;a e da estrat&eacute;gia de sua organiza&cce=
dil;&atilde;o.<br />
			<br />
			O curso foi desenvolvido para balancear conceitos, modelos de gest&atild=
e;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 ferramentas mo=
dernas da gest&atilde;o estrat&eacute;gica, tecnol&oacute;gica e de pessoas=
 em um&nbsp;<strong>Centro de Servi&ccedil;os Compartilhados.</strong><br /=
>
			<br />
			O programa do curso cria oportunidades para o desenvolvimento de compet&=
ecirc;ncias atr&aacute;ves da troca de perspectivas, experi&ecirc;ncias e d=
esenvolvimento de t&eacute;cnicas e habilidades para a gest&atilde;o de uma=
 organiza&ccedil;&atilde;o com ou sem um<strong>&nbsp;Centro de Servi&ccedi=
l;os Compartilhados.</strong></div>
			<br />
			<br />
			<strong><span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, =
sans-serif; font-size: 20px">P&uacute;blico alvo:</span></strong><br />
			&nbsp;
			<div style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-seri=
f; text-align: left; font-size: 16px">Profissionais s&ecirc;niores, executi=
vos de todas as &aacute;reas da organiza&ccedil;&atilde;o e gestores de&nbs=
p;<strong>Servi&ccedil;os Compartilhados</strong>&nbsp;que buscam aprofunda=
r ou adquirir novas compet&ecirc;ncias e habilidades para desempenhar suas =
atividades suportadas por um modelo de gest&atilde;o moderno, &aacute;gil, =
eficiente, adaptativo e com foco no cliente, e pela reflex&atilde;o sobre s=
eus atuais n&iacute;veis de maturidade e possibilidades de evolu&ccedil;&at=
ilde;o organizacional.</div>
			<br />
			<br />
			<strong><span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, =
sans-serif; font-size: 20px">Conte&uacute;do:</span></strong><br />
			&nbsp;
			<div style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-seri=
f; text-align: left; font-size: 16px">&bull;&nbsp;Por que criar indicadores=
 em Servi&ccedil;os Compartilhados?<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 eficiente=
?<br />
			&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Diferen&ccedil;a entre Problema e In=
cidente<br />
			&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;A import&acirc;ncia do Cat&aacute;lo=
go 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 Desemp=
enho 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 de Dese=
mpenho?<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;&atilde;o Es=
trat&eacute;gico<br />
			<br />
			&bull;&nbsp;Painel de Controle<br />
			&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Exemplo: Gest&atilde;o &agrave; Vist=
a<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 melhoria d=
os processos<br />
			<br />
			&bull;&nbsp;Ferramentas<br />
			&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;Business Intelligence e Datawarehous=
e<br />
			&nbsp;&nbsp;&nbsp;&nbsp;&bull;&nbsp;BPMS &ndash; Business Process Manage=
ment Suite<br />
			<br />
			&bull;&nbsp;O Futuro ser&aacute; preditivo<br />
			<br />
			<strong><span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, =
sans-serif; font-size: 20px">Instrutor:</span></strong><br />
			<br />
			<strong>Carlos Magalh&atilde;es</strong><strong><span style=3D"font-fami=
ly: Montserrat, Tahoma, Arial, Verdana, sans-serif; font-size: 16px"></span=
></strong>

			<div style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-seri=
f; text-align: left">&bull;&nbsp;H&aacute; mais de&nbsp;<strong>25 anos</st=
rong>&nbsp;atua como&nbsp;<strong>Assessor e Conselheiro Empresarial</stron=
g>, com participa&ccedil;&atilde;o ATIVA em mais de 176 projetos de Transfo=
rma&ccedil;&atilde;o Organizacional (CSC e Reestrutura&ccedil;&atilde;o), n=
o Brasil e exterior;<br />
			&bull;&nbsp;<strong>Advisor</strong>&nbsp;para gestores brasileiros em i=
mplanta&ccedil;&atilde;o de CSC Globais: Portugal, Espanha, EUA, Fran&ccedi=
l;a, R&uacute;ssia, China e Am&eacute;rica Latina;<br />
			&bull;&nbsp;<strong>Advisor</strong>&nbsp;para mais de 400 profissionais=
 em 130 empresas para matura&ccedil;&atilde;o e evolu&ccedil;&atilde;o de s=
eus CSCs;<br />
			&bull;&nbsp;Networking com mais de 900 profissionais em 830 empresas par=
a discuss&atilde;o sobre CSC e sua matura&ccedil;&atilde;o;<br />
			&bull;&nbsp;Este treinamento&nbsp;<strong>j&aacute; capacitou, desde 199=
8, mais de 2800 gestores e executivos&nbsp;</strong>em planejamento, desenh=
o, evolu&ccedil;&atilde;o e automa&ccedil;&atilde;o, e indicadores para o m=
odelo de Gest&atilde;o conhecido como&nbsp;<strong>Servi&ccedil;os Comparti=
lhados.</strong></div>
			<br />
			<br />
			<span style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-ser=
if; font-size: 20px"><strong>INFORMA&Ccedil;&Otilde;ES:</strong></span>

			<div style=3D"font-family: Montserrat, Tahoma, Arial, Verdana, sans-seri=
f; text-align: left; font-size: 16px"><strong>Formato:</strong>............=
....Online: ao vivo e interativo<br />
			<strong>Data:</strong>........................21, 22, 23 e 24 de novembr=
o&nbsp;de 2023<br />
			<strong>Hor&aacute;rios</strong>:................das 14:00 &agrave;s 18:=
00hs<br />
			<strong>Investimento</strong>:....R$1.980,00 para pagamentos at&eacute; =
o dia 07/11/2023; ap&oacute;s essa data o valor passa para R$2.280,00;<br /=
>
			&bull;&nbsp;Pagamento via boleto banc&aacute;rio, transfer&ecirc;ncia ba=
nc&aacute;ria ou cart&atilde;o de cr&eacute;dito (em at&eacute; 12X).<br />
			<strong>Benef&iacute;cios:</strong><br />
			&bull; Apostila digital;<br />
			&bull; Certificado de participa&ccedil;&atilde;o;<br />
			&bull; Acesso &agrave; grava&ccedil;&atilde;o do treinamento padr&atilde=
;o por 15 dias;<br />
			&bull; Desconto fidelidade de 5% em qualquer treinamento (transfer&iacut=
e;vel para qualquer funcion&aacute;rio da empresa).</div>
			&nbsp;

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			<br />
			<br />
			Estou &agrave; disposi&ccedil;&atilde;o para esclarecer quaisquer d&uacu=
te;vidas e apoio para sua inscri&ccedil;&atilde;o.<br />
			<br />
			Um abra&ccedil;o,<br />
			&nbsp;
			<p style=3D"font-size: 16px; font-family: Montserrat, Tahoma, Arial, Ver=
dana, sans-serif; text-align: justify; color: #004040"><strong>Ada Barros</=
strong><br />
			Atendimento Comercial<br />
			<strong>Multicursos - Crescimento atrav&eacute;s do Conhecimento</strong=
><br />
			E-mail: ada.barros@multicursos.com.br<br />
			Tel: (11) 2538-7041<br />
			Whatsapp: (11) 95540-3020</p>
			</div>
			&nbsp;

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