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Desenho de uma solução de integração aplicacional
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Este documento descreve a realização do projecto da disciplina de Projecto em Engenharia
Informática do Mestrado em Engenharia Informática da Faculdade de Ciências da
Universidade de Lisboa.
São indicados, resumidamente, o processo de integração da aluna na instituição de
acolhimento, a Deloitte Consultores, S.A., e os trabalhos realizados até à conclusão do
projecto do Serviço Nacional de Saúde global.
Em 2006 verificou-se que não existe um planeamento de compras ajustado às necessidades
dos hospitais.
O projecto ACE CL consiste na implementação de uma empresa de serviços partilhados
para as áreas de Compras e Logística para os hospitais e outros prestadores de cuidados de
saúde.
Actualmente as empresas estão a adoptar os serviços partilhados para resolver questões
como:
• Suporte de custos demasiado elevados e em rápido crescimento;
• Mentalidade de back office e baixos níveis de serviço;
• Falta de sistemas normalizados, restringindo a implementação de soluções de
eBusiness;
• Insuficiência de acesso a informação relevante;
• Desejo de gerir o crescimento de negócios sem aumentar proporcionalmente o
pessoal financeiro e administrativo;
• Falta de “parcerias de negócio” locais, porque a área financeira está ocupada
essencialmente com o processamento de transacções e a resolver crises.
Tendo em conta as características de uma organização que beneficiaria com serviços
partilhados, podemos verificar que os hospitais reduziriam bastante os custos com estes
serviços:
• Localizações múltiplas e dispersas;
• Presença administrativa local desnecessária;
• Processos não normalizados;
• Sistemas de informação incompatíveis entre instalações;
Projecto em Engenharia em Informática 2007/08 Página 5 de 55
• Unidades que não partilham as melhores práticas;
• Desenvolvimento de soluções locais ou temporárias em cada localização;
Empresas com estas características verificam que os custos reais dos serviços de apoio
internos não são visíveis nem controlados, a qualidade não é devidamente medida e as
expectativas dos clientes internos não são conhecidas nem atendidas.
A Deloitte enquadra-se neste projecto como conselheiro especializado que apoia todo o
processo de desenho, implementação e operacionalização da empresa de serviços
partilhados, o ACE CL.
Durante os 9 meses de projecto, a aluna atingiu com sucesso todos os objectivos propostos
e que serão identificados ao longo deste relatório.
This document describes the project of the discipline of Project in Computer Engineering Master's Degree in Computer Engineering, Faculty of Science at the University of Lisbon. They are listed, briefly, the process of integrating student at the host institution, Deloitte Consultants, SA, and the work done until the completion of the project of the National Global Health Service. In 2006 it was found that there is no planning for purchases adjusted to the needs of hospitals. The ACE CL project consists of the implementation of a shared services company for the areas of purchasing and logistics for hospitals and other providers of health care. Currently the companies are taking on the shared services to resolve issues such as: • Support too high and growing rapidly costs; • Mentality of back office and low levels of service; • Lack of standardized systems restricting the implementation of solutions for eBusiness; • Lack of access to relevant information; • Desire to manage the growth of business without increasing proportionately the financial and administrative staff; • Lack of local "business partnerships" because the financial area is occupied primarily with the processing of transactions and crises solving. Taking into account the characteristics of an organization that would benefit from shared services, we can see that hospitals would reduce significantly the costs of these services: • Multiple and disparate locations; • Unnecessary local administrative presence; • Not standardized processes; • Information systems incompatible with facilities; • Units that do not share best practices; • Development of local or temporary solutions in each location. Companies with these characteristics find that the actual costs of internal support services are not visible or controlled, the quality is not properly measured and the expectations of internal clients are not known or met. Deloitte relates to this project as a specialist adviser who supports the whole process of design, implementation and operation of the company's shared services, the ACE CL. During the 9 months of the project, the student successfully reached all the goals set which will be identified throughout this report.
This document describes the project of the discipline of Project in Computer Engineering Master's Degree in Computer Engineering, Faculty of Science at the University of Lisbon. They are listed, briefly, the process of integrating student at the host institution, Deloitte Consultants, SA, and the work done until the completion of the project of the National Global Health Service. In 2006 it was found that there is no planning for purchases adjusted to the needs of hospitals. The ACE CL project consists of the implementation of a shared services company for the areas of purchasing and logistics for hospitals and other providers of health care. Currently the companies are taking on the shared services to resolve issues such as: • Support too high and growing rapidly costs; • Mentality of back office and low levels of service; • Lack of standardized systems restricting the implementation of solutions for eBusiness; • Lack of access to relevant information; • Desire to manage the growth of business without increasing proportionately the financial and administrative staff; • Lack of local "business partnerships" because the financial area is occupied primarily with the processing of transactions and crises solving. Taking into account the characteristics of an organization that would benefit from shared services, we can see that hospitals would reduce significantly the costs of these services: • Multiple and disparate locations; • Unnecessary local administrative presence; • Not standardized processes; • Information systems incompatible with facilities; • Units that do not share best practices; • Development of local or temporary solutions in each location. Companies with these characteristics find that the actual costs of internal support services are not visible or controlled, the quality is not properly measured and the expectations of internal clients are not known or met. Deloitte relates to this project as a specialist adviser who supports the whole process of design, implementation and operation of the company's shared services, the ACE CL. During the 9 months of the project, the student successfully reached all the goals set which will be identified throughout this report.
Descrição
Trabalho de projecto de mestrado em Engenharia Informática, apresentado à Universidade de Lisboa, através da Faculdade de Ciências, 2008
Palavras-chave
Hospitais Sistema de saúde Sistema partilhado de compras Trabalhos de projecto de mestrado - 2008