THE FLEX CONSULTING PROJECT

BUSINESS PLAN AND VALUE PROPOSITION

Carlos Daniel Passos

Project submitted as partial requirement for the conferral of

Master in International Management

Supervisor:

Prof. Álvaro Rosa, Prof. Auxiliar, ISCTE Business School, Departamento de Métodos
Quantitativos

December 2010
Abstract

This study presents the business plan and value proposition for the startup
company named Flex Consulting.
The project explains the strategic vision and creation process of this new
business venture in IT management consulting.
The main goal of the Flex Consulting company is to create integrated business
solution to compete in the global market. The most important concept is based in the
innovative philosophy in business consulting: proper methods to work with the
corporate core knowledge resources and the use of essential tools to promote the
collaborative work. Another important aspect is the creation of a multidisciplinary
corporate knowledge base to operate in multiplatform: global solutions for vertical
requirements.
The author firmly believes that the adoption of business consulting solutions
oriented to the problem solving, the regular focus on multidisciplinary knowledge
embodied with organic flexibility and agile tools practice for new situations will
provide a solid source of competitive advantage. It is also considered the creation of
business solutions based on crowdsourcing systems, as it will allow the build up of a
knowledge platform, public and internal, able to accelerate decision process, research
and development of new applications.
Flex Consulting intends to address a new vision of business management,
using the “open source” approach in business consulting and a very attentive posture
to the progress of global economy. Thus, it focus on a new paradigm of development
reinforced by the increased instability of markets which requires fast return on
investment, as this implies a greater control, efficiency, and intelligence in business
administration. Therefore, the future company aims to support the continuous
monitoring of performance to optimize resource management and the consequent
business efficiency of its partners to excel on the very competitive global market.

Keywords: Business Plan, Value Proposition, Strategic Management, IT

Consultancy
JEL Classification: Startups (M13), IT Management (M15)
ii
Resumo

Este estudo apresenta a concepção do plano de negócio e conceito subjacente à

criação da empresa Flex Consulting.
O presente trabalho, objectiva-se no desenho da estratégia e desenvolve o
processo para a operacionalização da empresa vocacionada em consultoria de
sistemas de gestão empresarial.
O objectivo da Flex Consulting é a criação de soluções para integração de
negócios no mercado global. O conceito mais importante assenta na inovadora
filosofia em consultoria: métodos próprios com recurso ao corporate core knowledge
e aplicação de instrumentos essenciais de trabalho colaborativo no sentido de melhor
promover conhecimentos multidisciplinares e operar em multiplataforma; construir,
pois, soluções globais para exigências verticais. São, portanto, novas abordagens na
concepção e desenvolvimento de soluções de negócio.
O autor considera, assim, que a consultoria de soluções de negócio orientada
ao problem solving, o conhecimento multidisciplinar, a flexibilidade de ferramentas e
agilidade perante novas situações criam, por si, sólida vantagem competitiva. Defende
ainda a construção de soluções baseadas no sistema crowdsourcing empresarial, pois
através da criação de plataforma de conhecimento interna e pública é possível acelerar
decisões, investigação e desenvolvimento de novas aplicações.
A Flex Consulting pretende apresentar-se no mercado com uma nova visão da
gestão de negócios com recurso a uma abordagem “open source” em actividade de
consultoria e uma postura de elevado acompanhamento do desenvolvimento global da
economia. Com efeito, hoje, vive-se um paradigma que proclama que dada a elevada
instabilidade dos mercados, exige-se um rápido retorno do investimento. Deste modo
é necessário um maior controlo e eficiência, e inteligência na gestão de negócios. Por
conseguinte, a futura empresa tem por objectivo apoioar a constante monitorização de
desempenho para obter a melhor gestão de recursos e a consequente eficiência nas
parcerias de negócio no mercado global.

Palavras-chave: Plano de Negócio, Proposta de Valor, Gestão Estratégica,

Consultoria de Sistemas
Classificação JEL: Startups (M13), IT Management (M15)
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Preface
This master’s thesis is the result of the business plan made for potential
investors, collaborators and other stakeholders interested on starting up a business
venture in IT business consulting.
This master thesis is also the last requirement for the conferral of the Master in
International Management degree at ISCTE Business School.
The Flex Consulting Project reflects the author’s vision on how a business
consulting firm shall develop a competitive posture in order to survive in the
nowadays’ turbulent market. This is also the result of a couple of years of hard work,
perseverance and inner motivation to make this dream come true.
In this way, the document is planned to highlight the business idea and support
the most important elements to strengthen the business value. Thus, two distinct
moments are identified: the first part of the thesis that includes the five initial
chapters, which presents the objective of the company, mission, values and strategic
vision. While for the second part the goal is to develop a concrete business plan,
which means to extend the main subjects of business administration: strategic
marketing plan, the human resources plan and networks, the operational plan and the
functional organizational chart of the company. Finally, it is developed a detailed
financial plan with an accurate macroeconomic analysis and fundamental financial
projections to support business evaluation. The present document is a milestone on
Flex Consulting business start-up. It establishes the corporate foundations for
stakeholders and all the people involved in Flex value chain. Flex’s history starts
here.
It is also important to highlight that the core processes and most important
ideas on this work come from the author’s vision and his management background.
Thus, it explains the few sources and references used on project design to support the
business model framework and to sustain most important ideas in specialized
literature.
I would like to thank to the following persons: Prof. Álvaro Rosa for being
supervisor and to contribute with the enthusiasm for learning and relevant business
insights and to Prof. António Robalo for the entire support to accomplish this project.
Also thanks to MIM colleagues, especially Cândida Cigarra for the text revision,

iv
professors and Executive Coordinator, Antje Disterheft, by having the most patience
with me. I have learnt much more than International Management with you.
Finally, thanks to the most important people in life, family and good friends.

v
Index

ABSTRACT ...................................................................................................... II

RESUMO ......................................................................................................... III

PREFACE ........................................................................................................ IV

LIST OF FIGURES ...................................................................................... VIII

LIST OF TABLES ........................................................................................... IX

LIST OF ABBREVIATIONS/GLOSSARY..................................................... X

SUMÁRIO EXECUTIVO ............................................................................. XII

1. INTRODUCTION ..................................................................................... 1

2. THE OBJECTIVE ..................................................................................... 3

2.1. THE PROBLEM ..................................................................................... 4

2.2. THE SOLUTION .................................................................................... 6

3. VISION ...................................................................................................... 8

4. MISSION ................................................................................................. 10

5. VALUES .................................................................................................. 12

6. BUSINESS PLAN ................................................................................... 13

6.1. MARKETING PLAN ............................................................................ 14

6.1.1. SWOT Analysis ............................................................................ 14
6.1.1.1. Business Strategy ................................................................. 15
6.1.1.1.1. Market Opportunity Evaluation ........................................ 16
6.1.1.1.2. The Threats ....................................................................... 19
6.1.2. Marketing MIX ............................................................................ 20
6.1.2.1. Product ................................................................................. 20
6.1.2.2. Distribution .......................................................................... 21
6.1.2.3. Price...................................................................................... 22
6.1.2.4. Promotion ............................................................................. 23
6.1.3. Commercial Plan ........................................................................ 25
6.1.4. Competition ................................................................................. 29
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 6.1.5. Important measures to develop in Marketing ............................. 34
6.2. HUMAN RESOURCES PLAN / NETWORKS ........................................... 35
6.2.1. Important measures to develop in Human Resources ................. 38
6.3. OPERATIONAL PLAN ......................................................................... 39
6.3.1. Important measures to develop at operational level ................... 41
6.4. FINANCIAL PLAN .............................................................................. 42
6.4.1. Financial Prospects .................................................................... 44
6.4.2. Sales Forecast and Turnover ...................................................... 46
6.4.3. Cost of sales ................................................................................ 48
6.4.4. Supplies and External Services ................................................... 49
6.4.5. Human Resources and Employee Costs ...................................... 50
6.4.6. Investment in Working Capital.................................................... 52
6.4.7. Investment ................................................................................... 53
6.4.8. Financing .................................................................................... 54
6.4.9. Income Statement ........................................................................ 56
6.4.10. Projected Cash Flow ................................................................. 57
6.4.11. Financial Considerations .......................................................... 60

7. CONCLUSION ........................................................................................ 61

8. BIBIOGRAPHY ...................................................................................... 63

ANNEXES ....................................................................................................... 66

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List of Figures

FIGURE 1 – SWOT ANALYSIS ....................................................................................... 15

FIGURE 2 – FLEX NETWORK .......................................................................................... 36
FIGURE 3 – FUNCTIONAL ORGANIGRAM ....................................................................... 39
FIGURE 5 – TURNOVER AND EBITDA .......................................................................... 69
FIGURE 5 – TURNOVER AND CASH-FLOW ...................................................................... 69
FIGURE 6 - THE ICT VALUE CHAIN AND ITS CONTRIBUTION TO FIRM PERFORMANCE .... 70
FIGURE 7 - FUTURE INFRASTRUCTURE AS A LAYERED ARCHITECTURE .......................... 71

viii
List of Tables

TABLE 1 – MARKET SEGMENTATION ................................................................... 25

TABLE 2 - COMPETITIVE ANALYSIS ..................................................................... 31
TABLE 3 – FINANCIAL PROSPECTS...................................................................... 44
TABLE 4 – SALES FORECAST AND TURNOVER ...................................................... 47
TABLE 5 – COST OF SALES/COSTS OF GOODS SOLD ............................................ 48
TABLE 6 – SUPPLIES AND EXTERNAL SERVICES .................................................. 49
TABLE 7 – HUMAN RESOURCES AND EMPLOYEE COST ........................................ 51
TABLE 8 – INVESTMENT IN WORKING CAPITAL ..................................................... 52
TABLE 9 - INVESTMENT ..................................................................................... 53
TABLE 10 - FINANCING ...................................................................................... 55
TABLE 11 – INCOME STATEMENT ....................................................................... 56
TABLE 12 – PROJECTED CASH FLOW ................................................................. 57
TABLE 13 – BALANCE SHEET ............................................................................. 58
TABLE 14 – FINANCIAL PLAN ............................................................................. 67
TABLE 15 – FINANCIAL AND ECONOMIC INDICATORS ............................................ 68
TABLE 16 - THE REASONS FOR ERP IMPLEMENTATION FAILURES .......................... 70
TABLE 17 - ICT COUNTRY PROFILE: PORTUGAL.................................................. 71

ix
 LIST OF ABBREVIATIONS/GLOSSARY 

ASP - also known as Classic ASP or ASP Classic, was Microsoft's first server-
side script engine for dynamically-generated web pages. It has now been superseded
by ASP.NET.

Corporate core knowledge – defines formal and informal fundamental

knowledge to manage the business. It’s stakeholders’ business information, regarding
skills, process and social environment of a company. This document also considers it
as a management practice focused in systematic ways to bring informal data to the
core process, building logic workflows of information or teamwork, among other
management methods.

Crowdsourcing - is a neologism for the act of taking tasks traditionally

performed by an employee or contractor, and outsourcing it to a group (crowd) of
people or community in the form of an open call. For example, the public may be
invited to develop a new technology, carry out a design task, refine or carry out the
steps of an algorithm, or help capture, systematize or analyze large amounts of data.

EBT – Earnings before Tax: is an indicator of a company's financial

performance calculated as Revenue - Expenses (excluding tax). It provides a level
measure to compare companies in different tax jurisdictions.

EBIT - Earnings Before Interest & Tax: is an indicator of a company's

profitability, calculated as revenue minus expenses, excluding tax and interest. EBIT
is also referred to as "operating earnings". EBIT = Revenue - Operating Expenses.

EBITDA – is an indicator of a company's financial performance which is

calculated in the following EBITDA calculation: EBITDA=Revenue-Expenses
(excluding tax, interest, depreciation and amortization). EBITDA is essentially Net
Income with interest, taxes, depreciation, and amortization added back to it.

Entrepreneurship – is the act of being an entrepreneur which is a French

word meaning one who undertakes an endeavour. Entrepreneurs assemble resources
including innovations, finance and business acumen in an effort to transform
innovations into economic goods. This may result in new organizations or may be part
of revitalizing mature organizations in response to a perceived opportunity.

ERP – is a term usually used in conjunction with ERP software or an ERP

system which is intended to manage all the information and functions of a business or
company from shared data stores.

FCFE – is a measure of how much cash can be paid to the equity shareholders
of the company after all expenses, reinvestment and debt repayment. Calculated as:
Net Income - Net Capital Expenditure - Change in Net Working Capital + New Debt -
Debt Repayment

FCFF – Free Cash Flow for the Firm is a measure of financial

performance that expresses the net amount of cash that is generated for the firm,
x
consisting of expenses, taxes and changes in net working capital and investments. It is
calculated as: Operating Cash Flow – Expenses – Taxes – Changes in NWC – Change
in Investments.

Gross profit – is a company's revenue minus its cost of goods sold. Gross
profit is a company's residual profit after selling a product or service and deducting
the cost associated with its production and sale. To calculate gross profit: examine the
income statement, take the revenue and subtract the cost of goods sold.

IT – is the study, design, development, implementation, support or

management of computer-based information systems, particularly software
applications and computer hardware. IT deals with the use of electronic computers
and computer software to convert, store, protect, process, transmit, and securely
retrieve information.

IT management - is concerned with exploring and understanding Information

Technology as a corporate resource that determines both the strategic and operational
capabilities of the firm in designing and developing products and services for
maximum customer satisfaction, corporate productivity, profitability and
competitiveness.

Net earnings – company's total earnings. It is calculated by taking revenues

and adjusting for the cost of doing business, depreciation, interest, taxes and other
expenses. This number is found on a company's income statement and is an important
measure of how profitable the company is over a period of time.

Operating profit – is the profit earned from a firm's normal core business
operations. This value does not include any profit earned from the firm's investments
(such as earnings from firms in which the company has partial interest) and the effects
of interest and taxes. It is calculated as: Operating Revenue – Operating Expenses.

Six Sigma – is a business management strategy originally developed by

Motorola. Six Sigma seeks to improve the quality of process outputs by identifying
and removing the causes of defects (errors) and variability in manufacturing and
business processes.

Social network service – focuses on building online communities of people

who share interests and/or activities, or who are interested in exploring the interests
and activities of others. Most social network services are web based and provide a
variety of ways for users to interact, such as e-mail and instant messaging services.

Working capital – is a measure of both a company's efficiency and its short-

term financial health. The working capital ratio is calculated as: Current Assets –
Current Liabilities. Positive working capital means that the company is able to pay off
its short-term liabilities. Negative working capital means that a company currently is
unable to meet its short-term liabilities with its current assets (cash, accounts
receivable and inventory).

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Sumário executivo

O presente trabalho académico tem o objectivo de desenvolver o plano de

negócio e a estratégia de valor do projecto “Flex Consulting”. Estuda, assim, e analisa
o conceito de criação e sustentabilidade da empresa Flex. Procura, portanto, estimular
o interesse e o conhecimento pelas matérias do empreendedorismo, assim como a
melhor aplicação prática ao sector da consultoria de sistemas e gestão estratégica.
É, pois, pretendido expor a maior transparência e rigor na descrição da
proposta de valor, apurando a visão objectiva de mercado, o respectivo risco e
necessário grau de incerteza associado à realização deste projecto. Trata-se, assim, de
um documento com informação de âmbito genérico, onde se encontram distinguidas
as principais linhas estratégicas da startup: importantes oportunidades e
constrangimentos que resultam na apresentação do valor actual líquido da Flex
Consulting.
Neste sentido, o referente estudo segue a orientação e principal inspiração nos
modelos de gestão que formam sólida estrutura para a realização de planos de
negócio. A informação quantitativa e qualitativa de carácter comercial, técnica,
financeira, de recursos humanos, entre outros importantes elementos que suportam o
importante processo de decisão e desenvolvimento da startup, são apresentados ao
longo de seis capítulos divididos em duas partes distintas.
A primeira parte do trabalho (Cap. 1-5) compreende uma abordagem
introdutória, onde é apresentado a ideia de negócio. Aqui é explicado o conceito da
empresa, objectivo, o quadro da visão, missão e valores. De acordo com o processo de
realização da obra, demonstra, assim, o estágio inicial, quando é projectado o quadro
conceptual, o contexto empresarial e principais motivações do promotor do projecto,
que entende o melhor aproveitamento da oportunidade de mercado de soluções
informáticas para a gestão empresarial.
No que respeita à fase seguinte deste estudo, é pertinente denominar
materialização da ideia proposta. Pois é neste momento que são tratados os aspectos
lógicos e físicos deste documento, como a necessária abordagem ao mercado, é assim
apresentado a avaliação de risco e oportunidades, exemplo da análise do marketing
mix, são considerados, pois, os produtos, canais de distribuição, posicionamento no
xii
mercado e a estratégia de promoção da empresa. Este capítulo tem, pois, o objectivo
de apresentar medidas concretas, explanadas na organização funcional, acções a
desenvolver, políticas de recursos humanos, ou o plano financeiro detalhado com
apresentação de valores operacionais concretos.
Trata-se, portanto, do capítulo 6 – “Plano de negócio”, subdivido em quatro
subcapítulos, a saber: o plano de marketing -, é, assim, apresentado o claro
posicionamento dos produtos e serviços comercializados e principais estratégias de
marketing a desenvolver; o plano de recursos humanos/networks, desenvolve a
importância desta matéria para a sustentabilidade e sucesso do projecto, são apontadas
directrizes, colaboradores e as relações estabelecidas; o plano operacional expõe a
orgânica interna da empresa, e estabelece trâmites no âmbito do controlo de qualidade
e gestão da produção; por fim, o plano financeiro, responsável pela viabilidade
económica do projecto, são aqui expostos os valores previsionais no sentido de
melhor controlar a estrutura de custos e apurar desvios com base nos reais resultados
obtidos.
O autor considera que o preciso momento apresenta um conjunto de
oportunidades que conduzem à criação de negócio em consultoria de gestão no
sentido de suprimir actuais necessidade de mercado. Entidades reguladoras e fiscais
exercem gradual exigência no sentido de obter rigoroso e actualizado suporte
documental da situação económica das empresas, exemplo da lei recente que obriga a
certificação de software, emissão do SAF-T-PT, ou as alterações decretadas ao novo
Regime Contributivo, deveres transversais às empresas nacionais e internacionais.
Os recentes casos de sucesso de implementação de ERPs em diversos sectores
de actividade tem demonstrado quanto obsoleto se encontra o parque informático das
empresas nacionais. A qualidade e robustez do software de gestão a par da crescente
competência dos consultores fundamenta a importância do sistema de gestão
empresarial para o melhor controlo de gestão e eficiência dos recursos. Por
conseguinte, o nível de integração do negócio, assim como os novos meios de relação
com o cliente tem permitido melhorar a inteligência do negócio e, portanto, gerar
significativos proveitos financeiros.
O empreendedor alega também que os sistema ERP estão ainda distantes do
ponto de saturação de mercado devido à extensibilidade e escabilidade das referidas
aplicações. Neste sentido, os sistemas de gestão alcançam novos mercados verticais,

xiii
apresentando soluções integradas a novas áreas de negócio como a indústria hoteleira
e restauração, o mercado automovel, áreas da saúde e ambiente, entre outras áreas
mais técnicas. E tal é possível devido ao elevado grau de costumização destes
sistemas e melhoria significativa de formação dos profissionais em consultoria de
gestão.
Os sistemas ERP são assim essenciais para o desenvolvimento económico,
apoiando a melhor aplicação de políticas empresariais no devido rigor da avaliação de
desempenho dos recursos humanos até à criação de melhor relacionamento com os
clientes. A Flex Consulting pretende, pois, dinamizar o conhecimento local e
considerável experiência do mercado das PME no sentido de agilizar os processos de
negócio das empresas, elevando a flexibilidade e eficiência operacional a custo
competitivos.
A empresa, tem, portanto, o objectivo de criar soluções para integração de
negócios no mercado global. Esta assumida ambição resulta da cultura cosmopolita e
desenvolvimento tecnológico da empresa. Pois, quer as tecnologias apresentadas ou as
necessidades em gestão de negócios são transversais a qualquer economia
desenvolvida.
O conceito inovador e mais importante, assenta, pois, na consciência da
alteração dos métodos de trabalho, a nova realidade económica implica, assim,
reformar atitudes no âmbito da actividade em consultoria. Perante esta nova filosofia
do trabalho, a Flex Consulting responde com o desenvolvimento de métodos próprios:
exemplo da importância empregue aos recursos do corporate core knowledge, auxílio
de instrumentos essenciais de trabalho colaborativo, e o sentido de melhor promover
conhecimentos multidisciplinares de modo a operar em multiplataforma: construir
soluções globais para exigências verticais. O autor considera, pois, que a consultoria
de soluções de negócio orientada ao problem solving, o conhecimento
multidisciplinar, a flexibilidade de ferramentas e agilidade perante novas situações
criam, por si, sólida vantagem competitiva. Defende ainda a construção de soluções
baseadas no sistema crowdsourcing empresarial, pois através da criação de plataforma
de conhecimento interna e pública é possível acelerar decisões, investigação e
desenvolvimento de novas aplicações.
Esta nova visão da empresa e abordagem “open source” em actividade de
consultoria, encontra-se em consonância com o estado actual da economia. Pois, hoje,

xiv
enfrentamos novo paradigma -, o aumento da instabilidade dos mercados exige o
rápido retorno de capital, e tal implica o maior controlo e eficiência na gestão de
negócios. Assim, é essencial a constante monitorização de desempenho no sentido de
obter a melhor gestão de recursos e consequente eficiência no mercado global,
deveras competitivo. Portanto, esta realidade exige o necessário conhecimento e
informação da evolução dos negócios em tempo real, e obriga o gestor ao recurso de
ferramentas inteligentes no suporte à decisão.
O autor pretende, ainda, com os temas em análise provocar o maior
entusiasmo e motivação de jovens criativos e demais empreendedores na senda da
geração de ideias inovadoras e projectos de valor, que permitam, pois, desenvolver o
tecido empresarial, ávido de mudança.
A terminar, é saliente a aplicação prática dos conhecimentos apreendidos no
Master in International Management e a concepção do presente trabalho, que
resultam na criação efectiva da empresa Flex. Deste modo, espero com firmeza que o
maior interesse na leitura activa deste escrito permita o nascimento de novas ideias e
soluções de negócio.

xv
 The Flex Consulting Project

1. Introduction

The idea of doing this project was born from the perception of market need and
determination to build a new company in IT business consulting. The author considers
that there is a knowledge gap in this sector along with the lack of regulation and
legislation, and so, it is expected that authorities will continue to develop new
standards for better fiscal policy surveillance and it causes a push for IT investments,
as companies are already looking for more efficient systems to reduce costs and to
obtain substantial operational gains in this period of financial contingency.
In this way, the project promoter has decided to join together the perception of this
opportunity and his background in management, adding working experience and the
passion for this business area; relevant elements that were considered fundamental to
develop the business plan and value proposition of “Flex Consulting” startup.
Following the best interest for entrepreneurship and strategic management
subjects during the master programme, these themes had a positive stimulus in the
creative thinking process founded on the sense of risk, pro-activeness and the
motivation to innovate, topics that were trained in class and practiced on group
assignments, and since then they were a motive of entrepreneurial enthusiasm.
In that sense, this work also intends to stimulate and to give its contribution to
entrepreneurs that have intentions to startup a business, and seek for a practical
application to the sector of the IT management consulting.
For the next 6 chapters it will be explained the business concept which highlight
the strategic thinking of Flex company based in a solid structure and vigorous analysis
to demonstrate the sustainability of this project.
In order to obtain essential information for the important decision process, this
study researches and collects commercial, operational, financial, and human resources
information, among other important elements to illustrate the integrated business
process. Thus, it is intended to detail the description of the value proposition with
precision, regarding the necessary uncertainty and calculated risk to accomplish this
project.
The scope of presenting generic information complies with the nature of the
business plan (McKeever, 2008), where it is distinguished the main strategic
1
 The Flex Consulting Project

guidelines for the startup company. It illustrates the important opportunities and
threats that result in the net present value of Flex Consulting.
The goal of the Flex Consulting Company is the creation of integrated
business solutions to compete in the global market. The most important concept is
based in the innovative philosophy in business consulting: proper methods to work
with the corporate core knowledge resources and the use of essential tools to promote
the collaborative labour. Other important aspect, it is the creation of a
multidisciplinary corporate knowledge base to operate in multiplatform: global
solutions for vertical requirements.
These subjects are going to be expanded in 6 chapters divided in two distinct
parts: the first (chapter 1-5) comprehends an introductory approach; it presents the
business idea, describing the conceptual framework analysis, as the focus is on the
objective, vision, mission and values. In the second part, the concern is to consolidate
the business idea, considering the logical and physical aspects to setup the company.
At this stage, it is studied concrete measures and actions in order to develop human
resources policy, internal organization and the presentation of detailed financial plan
with calculated prospect values and the necessary market evaluation, with risk
assessment and measure of opportunity cost.

2
 The Flex Consulting Project

2. The Objective
 

Flex Consulting company purpose is to provide innovative services of the

highest quality to the global market. This project main objective is to create business
solutions for SMEs, the main responsible for the world economic growth and wealth
creation.
In this way, the company adopts technological and strategic solutions for
better business development and integration in international arena. Therefore, the firm
aims to build its own proper methods in management consulting, endorsing
multidisciplinary knowledge and promoting the dialog among diverse oriented
business areas: from computer science to strategic and financial management.
Considering this, Flex Consulting is designed to operate in multiplatform:
global solutions for vertical requirements. The promotion of corporate core
knowledge resources, focused in systematic ways to bring informal information to the
core process, as innovative practices of shared knowledge represent a new approach to
develop new solutions and business ideas.
Finally, the company has as its main objective an active contribution to the
competitiveness and innovation of its business partners, adding value to the supply
chain and stimulating better growth and sustainable development.
In Flex Consulting the service does not end in the business solution, it starts
with customer satisfaction.
The current project is also aware of its social role as it is engaged to contribute
for “A green knowledge society” (Comission of the European Communities, 2009),
promoting Europe’s future knowledge society. It is considered “ICTs are contributing
substantially to growth and jobs in the EU and beyond. The benefits of using ICTs in
work and everyday life are evident. Its importance for social and cultural participation
everywhere is increasing dramatically. This influence is key for continual progress
and prosperity” (Åsa Torstensson, Minister for Communications of Sweden).
Flex Consulting is also working on how to make Europe the most dynamic and
competitive knowledge-based economy, and in doing so, transform it to an eco-
efficient one.

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 The Flex Consulting Project

2.1. The Problem

 

Success cases studies in IT management, especially in Enterprise Resource

Planning (ERP) projects, are crucial to develop this dynamic sector, so important for
the economic growth and business administration.
However, until the middle of the previous decade, the number of unsuccessful
cases was a great deal, mostly due to lack of specific knowledge. Nonetheless, from
those days the hardware, software and skilled services have been improving in
performance, being able to leverage business integration and to consolidate the
management of complex business needs.
As a consequence, the market faces at the moment two major trends: large
companies, which have to deal with a great volume of data, increasing the complexity
of international operations and financial management control: supported by agile and
integrated solutions, as advanced needs of data analysis and management information:
Business Intelligence.
On the other hand, there is a market push for SMEs to invest in management
solutions in order to sustain their business growth. However, these companies do not
have the adequate dimension to afford an IT department and the right solution is to
outsource this business area. In this case, the consulting company has an important
role to advise and support the costumer in the adoption of competitive management
solutions.
ERP revenue across all segments is expected to grow from $28.8 billion in
2006 to $47.7 billion by 2011 (Supply & Demand Chain, 2007), and the market is still
far from its saturation point, mainly because the need to implement new management
packages. This is extending the business solution – adding management
functionalities, but also the horizontal concept that is expanding to new business
areas. For that reason, the software industry is developing several vertical solutions to
complement the business needs and to provide a whole solution, which means taking
customization to the core. Moreover, managers do realize that information systems are
crucial for performance management and business administration, so it is expected a
continuous business growth rate in IT management for the next years.

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 The Flex Consulting Project

There is also another important fact to consider when comparing the largest
vendors in IT solutions and national software houses: Global software houses are
having high difficulties to compete with local ones due to the lack of flexibility,
higher price, and above all lack of SMEs market knowledge.
In light of the above, there are thousands of companies working with obsolete
systems that cannot deal with today’s business needs. Managers are quite often
displeased with partial implementations and lower customization level that hinder
operational activity. Subsequently, there are still “closed” applications in the market
not offering extensibility and integration with digital/web platforms.
These circumstances have a considerable impact on productivity, furthermore in
times of financial crisis, as a new international order urges for efficient resource
allocation and flexibility to change.
 

At the end, the problems to deal with enterprise information systems also
come from inadequate investment in ongoing training, including implementation and
testing phases, as well as, a lack of a corporate policy on the protection of the
integrity of data and its utilization (LIGUS, Richard G. (2004). It comprises the
business consultant engagement and corporate commitment to build a win-win
relationship, as this important synergy is part of the solution.
In a time of great uncertainty, return on investments must be faster. This
thinking process is not implicit for many managers and entrepreneurs, so it will have
to be passed on as sooner as possible, and the means to do it Flex Consulting.

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 The Flex Consulting Project

2.2. The solution

Flex Consulting is a concept based in business consulting services oriented to

problem solving. The company’s proposal is to set up strategic business ideas offering
innovative tools and promoting collaborative project management in order to involve
the costumer knowledge and business requirements to leverage implementation
process quality.
The competitive advantages come from the multidisciplinary teamwork
knowledge, flexible management tools and boost for agile decision making.
This model of building new solutions is based in crowdsourcing systems to
create an internal and public knowledge platform (social networking) in a way to
speed up decision process, research and application development.
It is an innovative perspective engaged with collaborative work excellence,
still not common in SMEs and hard to implement in larger companies because those
companies produce static knowledge instead of dynamic learning. For that reason, the
collaborative approach foster interaction among business consultants on internal
company’s network and business partner’s relationship.
The most important goal is project management efficiency: information has to
be available for qualified professionals, in a way that business consultants are able to
produce knowledge, anytime, anywhere, to solve costumer requirements.
Flex Consulting believes in this “open source” vision of business consulting,
committed to build a new organizational approach supported by a conceptual
framework able to add market value.
The company trusts in the inspiration of its best professionals to promote the
talent, enthusiasm of learning and knowledge sharing.
In Flex people do think about the potential value of an integrated project,
combining multiple realities and developing teamwork skills. So, the major goal is not
about forcing functional divisions but the ability to develop nuclear competencies for
a better performance in project consulting.
The Flex Consulting Business Solutions is working for a business partnership
with PHC Company that will change the ERP’s market concept in Portugal, offering a

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 The Flex Consulting Project

complete solution for small firms. The company wants to be announced as the first
certified partner of this innovative solution based in the model Software as a Service
(SaaS).
The Internet is best place to work. As a consequence, this media will prevail in
the near future, regarding investments in several business areas, from marketing
management and CRM applications to manufacturing solutions.
Companies want to take part of the advantages of distributed systems running
in web applications, with the goal to reduce costs, improve integration processes no
matter of the geographic distance.
Considering this, the company aims to develop an important centre in
ASP.NET language to provide excel business services over this outstanding platform.
A higher performance on business data integration and great abilities in project
management serve to attract the investment of intelligent organizations, which seek a
complete solution to innovate services’ and human resources’ quality.
This value proposition guides the ambition for international recognition as a
centre of business innovation.

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 The Flex Consulting Project

3. Vision

Flex main purpose is to be recognized by presented ideas and solutions, and to

achieve best partner’s confidence in its brand: symbol of agility, accuracy and
audacity.
Considering these inner values and attitudes, the strategic thinking of the
company is based upon concrete goals to achieve in planned timeline (2010-2015).
So, the first objective Flex Consulting has is to be ranked on top 10 PHC business
partners. As mentioned before, starting a business is about being small and thinking
big. Having this in mind, Flex collaborators will work hard on this innovative solution
based in the model Software as a Service (SaaS) in order to sell larger quantities,
reading the trends of marketing development and the need for cost effective solutions.
In addition, it is expected that Cloud Computing, which is Internet-based computing,
whereby shared resources, software, and information are provided to computers and
other devices on demand, like the electricity grid (wikipedia.org, 2010), will prevail in
the near future. Therefore, the company thinks that the second stage of SaaS
development will bring higher business complexity and incremental services and
products, attaining though SMEs and larger enterprises. Following this, Flex
Consulting is determined to become top vendor in PHC FX (SaaS solution) in the
analyzed period of time.
As already mentioned, the company aims to create considerable competencies
in developing software for business integrations and customized applications. For that
reason, the growing expertise in MS-Sharepoint and .Net programming languages
have the clear intention to obtain Microsoft golden partner certification for both
technologies in short-term. It is then expected that software development department
by 2015 will surpass management consulting unit in terms of business value, once the
costumer’s base will require advanced technologies to integrate several distributed
services. Afterwards, in financial prospects (chapter 6) is shown that this is the
segment with continuous growth, opposing the other business areas estimated to attain
mature state by 2015.
Regarding Flex’s business skills and higher concern with project management,
the will adopt the Iron Speed solution for web agile development. This tool is very
intuitive and enables the creation of fast business applications in order to respond to

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 The Flex Consulting Project

today’s business needs. The web 2.0 revolution involves millions of people making
social activities as fast growing commercial acts.
By this, the company has the goal to promote E-business projects in order to
meet the client’s needs for E-commerce, social networking and other business’s web
requirements. By the way, the company estimates that this market segment will have a
sustainable growth until 2015, and the presented solution has less costs than
competition and is quite efficient for the target market.
Taking into account the fact that Iron Speed has no partnership in national
market, Flex intends to represent the product in Portugal, creating a knowledge centre
with certified personnel to promote this business solution as also outsourcing services.
Company’s stakeholders are also aware of macroeconomic situation and
conscious about start-up company difficulties at this moment. In that sense, the focus
in people training for polyvalent skills and team building will be crucial for this
period, as after crisis comes fortune. So, all Flex collaborators will have commercial
objectives and operational incentives to leverage the business for solid performance in
2015.
In this company people work to build a national reference, thinking about a
global image from the beginning, that means to adopt international best practices in
management, English is the official working language, and staff is prone to a
cosmopolitan attitude towards cultural or market values. This represents the first step
in internalization process: the first move is to prepare internal openness and global
mindset.
By the way, in order to attain the set out objectives, Flex wants to adopt
internal processes and management methodologies close to the Lean Six Sigma, to
achieve sustained quality improvement for continuous business success.
Vision is not about to foresee the future, but to act in change and do it in time
to get the best opportunities.

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 The Flex Consulting Project

4. Mission

Flex Consulting has the purpose to create innovative solutions for competitive
companies. Its ambition is to develop successful business solutions for diverse market
segments in order to contribute actively in management consulting development for
the XXI century.
The internal processes of quality control and the continuous improvement
system in this company are designed to achieve a comfortable customer’s base from
several economic sectors in 5 years time. Costumers satisfaction and the attentive
feedback from clients are key recognition and best return on investment. Thus, Flex is
determined to emphasize successful business case studies as the main corporative
marketing strategy, as it will involve company’s stakeholders, expose internal
knowhow and experience, and it will also have a thorough contribution for the
economic sector through best recognition of IT management impact in overall
companies’ performance.
Therefore, Flex Consulting has the goal of offering the best management
services oriented to business clients. From its data integration perspective, the
company can measure the impact of project management in several business areas.
Furthermore, there is a continuous focus on creating synergy to leverage business
intelligence and productivity level in strategic sectors. By this, Flex consultants are
trained to centre the business analysis on major operational obstacles to productivity,
in order to increase competitiveness, faster economic growth and sustained company
development.
The company intends to take its social responsibility on promoting qualified
jobs and internships for graduate young people to access working experience and, in
this way, leverage their contribution for company’s innovation and corporate dynamic
spirit. Flex is also aware of its role to support Europe’s future knowledge society and
demonstrate the benefits of using ICTs in work and everyday life. So the company
will advertise the importance of ICT through social and cultural participation and
work to make Europe the most dynamic and competitive knowledge-based economy,
and in doing so, transform it in an eco-efficient one. Along with social concerns, it is
intended to encourage green sport activities and its association with health care, as
Flex aims to be identified with Tennis , Golf and Cycling.

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 The Flex Consulting Project

The strategic thinking of Flex Consulting for the next five years is to become a
national reference on software business consulting for SMEs, by developing
internationalization processes in markets with cultural proximity to Portugal and
promoting market entry strategies worldwide according to its global image.

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 The Flex Consulting Project

5. Values

Flex Consulting values embody the spirit of company’s teamwork.

Fun
I do it for the fun of it.
Joy at work.
Make the good without looking to whom.

Labour
Labour dignifies people.
Effort and responsibility are always rewarded.
The only place where success comes before work is in the dictionary
(Einstein).

Energy
Personal stimulus for value creation.
Determination and perseverance to overcome adversity.
The courage to decide for the most robust solution.

X - Independent variable
Luck is no accident. It pursues dare people.
The market is our companion. It is expected trust and fellowship.
Always maintain active and dynamic social network such as a teenager.

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 The Flex Consulting Project

6. Business plan

Following the clear definition of Flex business model and concise explanation
of this value proposal, it is the moment to submit the project to the market.
The business plan is the main tool for structuring the Flex Consulting project.
It is “a written document prepared by the entrepreneur that describes all the relevant
external and internal elements involved in starting a new venture (Hisrich, D. Robert
and Peters, Michael P., 2002). Thus, it is an essential working document responsible
for most important company policies, guidance in major decisions and also to analyze
practical matters to set up the business; it is so the operationalization of the proposed
model.
According to Robert Hisrich and Michael Peters, “the business plan, although
often criticized for being ‘dreams of glory’, is probably the single most important
document to the entrepreneur at the start-up stage. Potential investors are not likely to
consider investing in a new venture until the business plan has been completed. In
addition, the business plan helps maintaining a perspective for the entrepreneur of
what needs to be accomplished.”
Regarding these facts, Flex business plan is conceived to address the most
important management areas of this particular business venture. It is an integration of
functional plans such as marketing, finance, operational, and human resources. It also
attends to both short-term and long-term decision making for the first five years of
operation. Thus, the business plan is designed to answer to the main questions, where
am I now? Where am I going? How will I get there?
Therefore, it is the company’s road map, the essential script to provide
guidance and structure to management in a rapidly changing market environment. The
ultimate purpose of developing this business plan is to have a successful business.
And to achieve this goal the author have followed best business practices and
references from renowned authors as Rhonda Abrams (2010), “as you create your
plan, be certain do address the long-term needs of your business and devise strategies
that enhance both overall performance of your company and your personal
satisfaction”. So, the next chapters will show how the business should be run.

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 The Flex Consulting Project

6.1. Marketing Plan

In the present chapter, the most important subjects related to the company’s
marketing strategy will be developed in detail. Therefore, it is explained the essential
topics in market segmentation, sales channels, the development of brand recognition,
communication and other relevant marketing issues.
According to McDonald (2002), a marketing plan “is the planned application
of marketing resources to achieve marketing objectives. Marketing planning, then, is
simply a logical sequence and a series of activities leading to the setting of marketing
objectives and the formulation of plans for achieving them”. Although, it is
intellectually simple to understand, in practice it is the most difficult of all marketing
tasks.
The author considers the marketing planning an essential business thinking
process to understand and to better response to complex and instable environment in
which the company operates. For McDonald “managers of a company have to have
some understanding or view about all these variables interact and managers must try
to be rational about their business decisions, no matter how important intuition, feel
and experience are as contributory factors in this process of rationality”.
So, the following ideas and marketing objectives are oriented to business
strategy to help sharpen this rationality, in order to reduce the complexity of business
operations and add dimension of realism to the company’s hopes for the future.

6.1.1. SWOT Analysis

SWOT analysis is a strategic planning method used to evaluate the strengths,

weaknesses, opportunities, and threats involved in a business venture. It involves
specifying the objective of the project and identifying the internal and external factors
that are favourable and unfavourable to achieve that objective. “The application of a
SWOT analysis is therefore instrumental in strategy formulation and selection” (Pahl,
2007).

Figure 1 presents the main positive arguments and major constraints that Flex
Consulting will have to manage.
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 The Flex Consulting Project

Figure 1 – SWOT Analysis

The figure above (Fig. 1) is elucidative of the competitive advantages that

distinguish this company. Strengths denote professional skills and strategic
positioning to adopt new methods and techniques. On the other hand, Flex has to deal
with commercial adversities related with the reduced number of customers in current
business partnership, and also a delicate economic situation caused by the small
amount of working capital and the international economic crisis. However, Flex
believes in market opportunities and its team is motivated to solve any new
challenges. Therefore, this company has confidence in this business model, as it is
expected a market growth and a sustained development of global economy.

6.1.1.1. Business Strategy

“Strategic management is the conduct of drafting, implementing and

evaluating cross-functional decision making that will enable an organization to
achieve its long-term objectives” (David, 1990). Following the above considerations,
it is now the moment to detail the company’s opportunities and threats, in order to
develop an in-depth analysis over competition.
Flex compete at international level, although the preferential market is
Portugal. There is an expectation that the country development distance to the most
advanced economies can bring a range of opportunities. Although the macroeconomic
situation is not being favourable, the public policies support people to get higher

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 The Flex Consulting Project

qualification and managers realize the growing importance of management tools and
business skills to improve company’s performance.
Following this, next items intend to assess the major conditions for business
venture accomplishment and the testing company core competences against other
market players. The outcomes of the analysis are key factors to hinder or reinforce the
expected company performance. In order to complement this analysis, it is taking into
account another analysis tool in the financial plan chapter.

6.1.1.1.1. Market Opportunity Evaluation

#1 – Is there a market? Yes!

Flex compete at international level, even so the preferential market is Portugal.

There is an expected thinking that the country development distance to most advanced
economies can bring a set of opportunities. Besides macroeconomic situation not
being favourable, politics support people in qualification and managers realize the
importance of management tools and business skills to improve company’s
performance.
It corresponds to an economic paradigm in Portuguese way of doing business,
as this open economy is now concerned to compete at European standards, which has
a positive effect on board management competences.

#2 - The market dimension is enough? Yes!

#3 - Is the market unsatisfied enough with the current solutions? Yes.

Management software sector and business consulting are quite complex

activities. Dimension and specific business needs are key factors in project
management development. So, the competitive advantage is the focus in quality of

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 The Flex Consulting Project

service and customer satisfaction. As mentioned before, it is not hard to identify

project failures or partial implementations due to processes complexity.
Because of this, companies are reluctant to invest in IT management searching
for more detailed information to support decision process, analysing software
adequacy and quality of consulting service. In that sense, Flex Consulting is
determined to adopt robust business solutions, paying attention in the implementation
process in order to develop internal knowhow and business experience for better
supporting service.
To resume, it is assumed that several companies do not have an optimized
management system able to respond for today’s business needs. There are several
reasons for this situation, from project failures to obsolete systems. Flex considers that
among these companies there are a considerable number of managers willing to invest
on effective business tools in order to get sustainable growth.

#4 – Is there distributors with capacity and willing to place the product in

the market? Yes!

Flex Consulting provides consulting services. So, the company is responsible

for the operational activity, commercial and financial processes and technical support
to the final customers. However, depending on business success and organic growth,
it could be possible to develop franchising model, among others methods of business
partnership.

#5 – Is the current technology able to serve your costumers? Yes! Which

is the probability to become obsolete? Reduced

The company works with advanced technology related with sophisticated

management software techniques and programming languages. As an IT corporation,
there is an effective investment on research and development. Flex intends to develop
new methods and techniques according with the best international practices.

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 The Flex Consulting Project

#6 – Can competition produce better and cheaper solutions in the future?

Yes!

In this dynamic and competitive business, this concern is always present. It is

up to Flex to take proactive measures and search for the best competitive advantages,
in order to be competitive The experience, knowledge and strategic vision are key
elements for success in a company that wants to provide an outstanding service to its
customers.

#7 - Which are the economic expectations in the near future? Economic

improvement!

This international economic crisis has slow down several sectors of activity.
However, the current situation had a push effect to create SMEs and governments
expect a growing economical recovery in the next year, 2011.

#8 – Is the bureaucratic process able to harm or to speed up the creation

of the business?

The Flex Consulting activity is management of consulting services, and so, it

is not expected any additional legislative obstacle to the common process of business
creation. The company will make use of the national service “Empresa na hora”
(Company at hour) in order to speed up the bureaucratic process of company legal
creation act.

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 The Flex Consulting Project

6.1.1.1.2. The Threats

• Macroeconomic situation unfavourable

SMEs lack investment. Increase public deficit.

• Human resources qualification

Difficulty to hire qualified personnel with working experience.

• The concept perception by the market

There is still low investment in management solutions, as in managerial

qualification.

• Return on investment

Considering present market conditions, it is not expected fast return on

investment.

• Competition

The Flex Consulting concept is a business idea easy to replicate, so it is

focused on the importance of marketing mix.

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 The Flex Consulting Project

6.1.2. Marketing MIX

This theme is common to every company that trade products and goods, and
Flex Consulting also develops here its concept of marketing mix. Besides not being
usual to do it in this particular business area, the company consider it as an essential
orientation for the company market positioning.

6.1.2.1. Product

Major solutions: PHC professional software, Ms SharePoint, Iron Speed

(ASP.NET).

The best products selection represents the quality of business solutions.

McDonald (2002) explains that “the central role that the product plays in marketing
management makes it such an important subject that mismanagement in this area is
unlikely to be compensated for by good management in other areas”. Consequently,
there are vital aspects of product management that will be in discussion during the
current chapter and are concerned with the nature of products, product life cycles,
how products contribute to profit, the concept of the product portfolio, and new
product development.
This product line reveals the brand identity, as an independent consulting firm
which is able to integrate businesses, taking the agility concept and shared knowledge
to distinct sectors of activity.
Thus, the company has a high level of competences to implement any
production module of PHC software, a solid ERP solution with a robust management
back office and consolidated vertical applications. Microsoft Office Sharepoint “is an
integrated suite of server capabilities that can help improve organizational

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 The Flex Consulting Project

effectiveness by providing comprehensive content management and enterprise search,

accelerating shared business processes, and facilitating information-sharing across
boundaries for better business insight” (Microsoft, 2009). The rapid evolution of this
product confirm the business need to manage internal information supporting
collaborative work and leverage communication levels between company and its
collaborators. At last, Iron Speed solution is an efficient tool for web agile
development, it can shape a solution for advanced business requirements faster and
without losing business logic. The development platform is based on ASP.NET to
make the creation of suitable fast applications possible. Web 2.0 applications
represent the best way for companies to develop their business in internet.

Official Solutions: Outsystems, Ms Dynamics CRM, SAP

This second product line just represents market opportunity. It is presented at

this point to illustrate the importance of these products on the company’s market
segment. Taking into consideration the knowhow in management consulting, Flex as a
dynamic corporation is aware of changing market needs, thus, it is capable to integrate
business projects using mentioned technologies. The three references here are the
state of the art in IT solutions. They are lined up with Flex business area, and the
continuous business growth will challenge the company to adopt these official
solutions.

6.1.2.2. Distribution

The Flex distribution policy is settled on network business logic. The first step
aims to develop a close relationship with costumers from Flex business partners and
to expand the network over project success and customers’ testimony.
Hisrich, D. Robert and Peters, Michael P. (2002) states that professional-
support network is a “good source of advice that can be cultivated by establishing a

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 The Flex Consulting Project

network of business associates. (…) Clients or buyers are a particularly important

group to cultivate. This group represents the source of revenue to the venture and is
the best provider of word-of-mouth advertising. There is nothing better than the word-
of-mouth advertising from satisfied customers to help establish a wining business
reputation and promote goodwill”.
By this way, Flex professionals will work hard for the best project
management quality. The initial feedback achieved will be fundamental to promote
marketing and sales techniques based in successful case studies. This strategy has the
objective to develop gradually social networking over recommendation, knowledge
and experience of Flex services. Afterwards, accordingly with business growth
commercial plan will be developed to address new challenges and realities.
At the same time, Flex Consulting makes great endeavour on developing its
internationalization process, centred on a global business insight.
Commercial plan is presented in detail next chapter, even so, it is here
revealed the initial strategic marketing campaign for ERP business area: “The
business in your hands!”. Regarding MS Sharepoint: “How can I find business data?”,
whereas in development business area is named: “Take your business anywhere”.

6.1.2.3. Price

The price policy has even greater relevance in existing market situation. In
Flex Consulting it is assumed that effective cost management is founded on best
internal process optimization. In this way, Flex intends to segment business solutions
based on added value and competitive advantages for the customer. Therefore, the
company philosophy is to concentrate project management on best quality-price
relationship, and engage consulting team for an agile approach and problem solving
attitude, as it stands for best clients’ confidence.
For that reason, the company considers that to centre the attention on final
solution has a leverage effect at operational level, and so, it reflects on the financial
situation. As a result, working failures are avoided and business competitiveness
promoted.

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 The Flex Consulting Project

The process of setting competitive and profitable prices is naturally broad,

complex and quite challenging for the management board. The company knows that
not accepting this fact, will invariably lead to wrong decisions. In many cases, the
consequences of wrong decisions in prices will not be felt immediately, that is when
the incorrect pricing can be more damaging to the company (McDonald, Malcolm
2002).
Regarding pricing policy and Flex strategy, there is a clear division between
selling software and services. While software houses establish market prices and
negotiate the margin with their business partners, according to commercial objectives
and other factors, such as the technical skills of that particular business solution, the
major deferential factor and complexity of price calculation on project management
relies on selling services.
There are several factors that a company has to align with its strategic view
when establishing prices. This decision will influence sales volume, sales revenue,
market share, competitive position, company image and profitability. On the other
hand, the factors that influence prices are cost, demand, competition, experience,
customer perception and profit goals (McDonald, Malcolm 2002).
As there is a ferocious competition from large conglomerates, a small business
has to provide a value added in its goods and services. This is the reason for the
company to assume that the right price of a product or service should rely on one
thing: the value-added of the product or service.
Following exposing matters, Flex intends to set service prices according to
pricing standards and guidelines set by software industry.
Regarding this, the company will be attentive in monitoring operating
expenses and project management performance, in order to maintain a sustainable
margin.
Flex Price objective is to increase market share by 20% a year until the end of
2015.

6.1.2.4. Promotion

Promotion “is the communication link between sellers and buyers for the
purpose of influencing, informing, or persuading a potential buyer's purchasing

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 The Flex Consulting Project

decision” (Kurtz, 2010). It is considered that five specific elements are needed to
create a promotional mix or promotional plan: personal selling, advertising, sales
promotion, direct marketing, and publicity (Rajagopal, 2009). A promotional mix
specifies how much attention should be paid to each of the five subcategories, and
how much money should be allocated to each of them. The Flex Consulting
promotional plan is in line with overall corporate strategy and addresses an wide
range of objectives, including: sales increases, new product acceptance, creation of
brand equity, positioning, competitive retaliations, and creation of a corporate image.
Fundamentally, the three basic objectives of promotion are: to present
information to consumers as well as others stakeholders, to increase demand and to
differentiate the product.
Thus, the company intends to promote the brand by professional
communication means and innovative media solutions. That is, investing in target
locations such as advertising in search engine Google (AdWords), professional events
(enterprise associations), and promoting learning sessions and events with best
teaching institutions - high school, business universities and IT institutes.
Flex Consulting website is designed to build a knowledge platform with the
purpose of developing crowdsourcing concept. This method aims to stimulate
dynamism and creativity on social network, involving companies’ stakeholders in this
process: business partners, collaborators, customers and suppliers. So, this media will
contain a set of management tools to allow online collaborative consulting.
This model is meant to maximize the discussion of business ideas and
solutions that support problem solving and the surpass of difficulties in project
implementation.
The end goal is to create a solid knowledge base around Flex social
networking, as it will facilitate innovation and the making of better business solutions,
expanding, at same time, the brand value and the company recognition.
Flex Consulting wants to promote strong brand image. So, there is a deep
commitment to identify the company with sport activities, which result in the
sponsorship of sport events.
In addition, the company centre its promotion strategy in the professional
target audience based on low cost media, as most companies do in this industry. The
working experience indicates the potential costumers look for rich internet

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 The Flex Consulting Project

information about the company, as successful case studies, important costumers or

relevant business partnerships the company is connected to.
Then, through professional events, the company has the advantage of focusing
its attention on particular markets and establish closer relationships to promote
software demonstrations and business meetings, very common in enterprise
association’s seminars and exhibitions.
In the course of the incentive for innovation, Flex also intends to promote
learning sessions and events with the best teaching institutions, as it leads to
interactions with the best academic management practices, the support of research and
development, human resources marketing and student’s relationship with labour
market.
Finally, the company admits to use traditional media, for instance, short radio
spots to support a regional commercial campaign, as it is considered to be an effective
mean of professional advertising with a good ratio price, efficiency.

6.1.3. Commercial Plan

As it was already explained the Flex product line in detail, it is time to analyze
the product-market relationship.

Solution  Target Market 

PHC  Small / Medium 

MS Sharepoint  Small /  Medium  / Large 

Iron Speed (ASP.NET)  Medium / Large 
Table 1 – Market segmentation

As mentioned before, Flex consulting team has advanced knowledge and

working experience in PHC professional management software. This is the leading
business solution for Portuguese SMEs, offering a large experience on this segment
with an optimal price-quality relationship.

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 The Flex Consulting Project

The commercial campaign for this strategic segment is named “The business
in your hands!” and aims to alert national entrepreneurs for the importance of the
company control at moment, which means business data at real time, as it will support
faster and better decision process.
Therefore, developing business with PHC will support the dynamic market
evolution and decision making process. Only a company with an effective ERP
system is able to manage quick complex situations and reach out the best
opportunities. Regarding this, Flex Consulting can identify a high number of potential
customers that require business logic oriented solutions to allow better resources
management and means of production. It is frequent that due operational investments
or concerns with core business objectives lead companies to disregard necessary
investment on technological support, which impacts business productivity.
For this reason, Flex intends to align business in a way that production
shortage is decrease. It represents the company code, which is to change
organizational underperformance, unifying its management skills with the market
experience.
In this way, the company decided to go on “To the conquest of the West”.
That is the regional strategy based on the potential richness of this area. It is
considered the interesting business volume and expected continuous growth in the
region, adding public statements for coming investments on tourism activity,
commercial, industrial and agricultural sector. Also notable is the increasing
qualification of different services and the growing urban development as a natural
expansion of Lisbon area.
 

Flex considers MS SharePoint a product that comes from market pull strategy;
hence, there is a clear perception in demanding for this solution. The application
works for diverse market segments, so, the importance of have it in Flex portfolio to
better respond to SME request. SMEs managers, not interested in buying specific
management software, can adopt this product to support business performance,
develop data integration and centralize company information. For middle size firms, it
is directed to build portals, advance data sharing or business workflows. This product
could be also used by large companies that usually have specific requirements, such
as, integration with several thematic portals, Business Intelligence, advanced policies,

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 The Flex Consulting Project

security needs and data sharing. Collaborative labour and diverse corporate
management contents are also included in this important knowledge platform to be
developed and customized in .NET framework. The campaign “How can I find
business data” has the main objective to alert managers for the relevant information
flowing through the company productive process: security issues, access level
(Internet), and efficiency of business process, among others. The preferential zone for
promotion is Lisbon area.
“Take your business anywhere”. In order to complete the company’s portfolio
solutions, there is Iron Speed to level the business for higher standards. The goal is to
become the first national business partner in this robust and innovative solution,
which is responsible for major successful case studies in the whole world. The
concept is based on ASP.NET capabilities and it is designed for a better data
integration and a higher flexibility in consulting project.
The development team has long experience in web agile development concept; as
they can deliver rapid solutions to final costumers. The main concern is the process
analysis and the business model considerations; hence this tool is oriented for process
assistance on project management. In this way, IT professionals are focused in
business logic while the programming languages run on background.
As a consequence, the development team will have to work closely with
commercial department and project manager to measure working progress, while
taking special attention to project milestones. This type of implementation involves
advanced business adaptation, as some natural constraints regarding changes during
project development and other limitations will hinder productive process. Flex will
take this subject as a core management practice to deliver the final solutions on time,
according to clients’ best expectations.
Flex Consulting plans to create a professional reference in web applications in
short term, increasing the quality of its customer’s management tools.
The Iron Speed target market is technological advanced companies, with the
regular need of data integration coming from multiple different sources.
At last, it is highlighted the importance of a developed marketing research in
present analysis. Therefore, collected data will also support the communication
process with potential customers, as it corresponds to the first move of internal
Customer Relationship management (CRM). Furthermore, it is distinguished the

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 The Flex Consulting Project

importance of social networking in commercial strategic orientation to identify new

market opportunities. Following this, the company is determined to develop its
internal marketing database, maintaining CRM policies and strategic direction aligned
with this integrated business model.
At this stage, Flex sales force is incorporated by the company’s business
consultants, it means commercial expertises will be reinforced for all people involved
in the company.
According to McDonald (2002) “personal selling has an important strategic
role to play in communicating between a company and its customers.” To have a
chance of success, the author states that management must be able to answer to
several important questions, such as “How important is personal selling?” or “What is
the role of personal selling in the market mix?”. So, regarding IT Management
industry and company’s market positioning, personal selling is considered the most
usefully part of the communications mix. Having in mind the present logical
framework, business consultants will also have to develop commercial skills in order
to arrange their schedules for marketing research activities, commercial software
demonstration and present the final proposal. In medium term, considering the five
year’s business prospects, commercial activities must be performed by an independent
unit, absorbing Flex commercial values and developing depth knowledge and
advanced skills in IT consulting commercial management.

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 The Flex Consulting Project

6.1.4. Competition

Competition for Michael Porter (2008) is “one of society’s most powerful

forces for making things better in many fields of human endeavor. (...) Today
organizations in all spheres must compete to deliver value. Value is the ability to meet
or exceed the need of costumers, and do so efficiently.”
Therefore, companies have to deliver value to their customers to gain
competitive advantage. This leads to the definition of value chain that comprises the
chain of activities for a firm operating in a specific industry. As products pass through
all activities of the chain, at each activity the products gain some value. The chain of
activities gives the products more added value than the sum of added values of all
activities.
As a result, companies to obtain competitive advantage will have to deal with
higher prices or lower costs than rivals by operational effectiveness or strategic
positioning. Regarding first option, companies have to compete to achieve best
practices, this is what Michael Porter calls “competition to be the best”, in which is
needed a continually improvement of operational effectiveness; this is a competition
hard to win.
On the other hand, profitability differences most often arise from a distinctive
strategic position, which is called “competition to be unique”. Competing to be unique
is ultimately more sustainable that competing to be the best, and the following
analysis will try to explain this statement, through integrative Flex business strategy.
In this chapter, it will be created a thorough competitive analysis to compare
Flex with its most important competitors. This analysis provides both, an offensive
and defensive strategic context, through which it will be possible to identify
opportunities and threats.
In this way, the relevant sources of each competitor analysis are set into one
framework to support efficient and effective strategy formulation.
As mentioned above, the company compete in three different market
segments. In that way, Flex adopts different strategies according to each segment. In

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table 1 (page 35), it is possible to review market positioning that supports the
competitive analysis (table 2).
Flex core business is settled on management software for Portuguese SMEs. It
is considered that this market segment is not saturated yet (table 18) and Portuguese
companies still do not make the necessary investment in ICT, due to the several
constraints already described in previous chapters. In addition, Flex Consulting
presents an adjusted methodology to support the best ICT investment of Portuguese
SMEs. Finally, the company’s vision is supported on ICT European policy and its
goals to 2015.
The document “A green knowledge society, An IT policy agenda to 2015 for
Europe’s future knowledge society” (FORGE, Simon et al. (2009) states that “We
need to understand the particular needs of SMEs, especially for small enterprises
employing less than 50 people, and understand the obstacles they face in adopting
ICT. Surveys show that the main barriers to the adoption of ICT by micro and small
enterprises are the perception that the company is too small and that the technologies
are too expensive and complicated”. This is the point, in which Flex intends to build
its competitive advantage: role of a facilitator in changing process.
Following this, table 2 shows a competitive analysis considering the most
important factors on business performance and necessary relationship with company
products PHC (1) and MS Sharepoint (2), associated with SMEs market segment, and
Iron Speed solution (3) for larger companies, which is designed for complex projects.
Taking into consideration the presented table of values and through a concise
analysis, the following conclusions were deducted: 57 is the total value for ERP
market segment (PHC product (1)) “importance to costumer”, Flex presents a total
value of 62 from all performance factors. So, it is expected to fulfil the best costumer

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 The Flex Consulting Project

Competitors Competitors Importance

FACTOR FLEX
(same solutions) (other solutions) to Customer

1 : PHC 1: 4 1: 4 1: 3 1: 4
Products 2 : MS Sharepoint 2: 4 2: 4 2: 3 2: 5
3: Iron Speed 3: 4 3: 4 3: 3 3: 3
1: 4 1: 4 1: 3 1: 5
Price 2: 4 2: 4 2: 4 2: 4
3: 3 3: 3 3: 3 3: 3
1: 5 1: 5 1: 4 1: 5
Quality 2: 5 2: 5 2: 4 2: 5
3: 5 3: 5 3: 4 3: 5
1: 5 1: 4 1: 4 1: 5
Service 2: 4 2: 4 2: 4 2: 5
3: 4 3: 4 3: 3 3: 5
1: 5 1: 5 1: 4 1: 4
Reliability 2: 4 2: 4 2: 4 2: 4
3: 4 3: 4 3: 4 3: 4
1: 4 1: 4 1: 4 1: 4
Stability 2: 4 2: 4 2: 4 2: 4
3: 4 3: 4 3: 4 3: 4
1: 5 1: 4 1: 4 1: 4
Expertise 2: 3 2: 4 2: 4 2: 4
3: 4 3: 4 3: 4 3: 4
1: 3 1: 4 1: 4 1: 4
Company Reputation 2: 3 2: 4 2: 4 2: 4
3: 3 3: 4 3: 4 3: 4
1: 4 1: 4 1: 4 1: 4
Location 2: 4 2: 4 2: 4 2: 4
3: 4 3: 4 3: 4 3: 4
1: 5 1: 4 1: 4 1: 3
Appearance 2: 5 2: 4 2: 4 2: 3
3: 5 3: 4 3: 4 3: 3
1: 5 1: 4 1: 4 1: 3
Sales Method 2: 5 2: 4 2: 4 2: 3
3: 5 3: 4 3: 4 3: 3
1: 3 1: 4 1: 4 1: 4
Credit Policies 2: 3 2: 4 2: 4 2: 4
3: 3 3: 4 3: 4 3: 4
1: 5 1: 5 1: 5 1: 4
Advertising 2: 3 2: 4 2: 4 2: 4
3: 3 3: 4 3: 4 3: 4
1: 5 1: 4 1: 4 1: 4
Image 2: 5 2: 4 2: 4 2: 4
3: 5 3: 4 3: 4 3: 4

1: 62 1: 59 1: 55 1: 57
Total 2: 56 2: 57 2: 54 2: 57
3: 59 3: 56 3: 53 3: 54
Legend: - “Importance to customer” scale:

1) irrelevant; 2) not very important; 3) Important; 4) very important; 5) critical

- In other columns is related to performance measurement:

1) very bad; 2) bad; 3) good; 4) very good; 5) excellent

Table 2 - Competitive Analysis

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 The Flex Consulting Project

expectations, scoring above competition. Competitors with the same solution have a
59 value, and competitors with other solutions have scored 55, which also proves the
quality of ERP solution that the company has chosen to work with.
By this, Flex considers the technological developments of the ERP solution to
promote a more cost effective adoption. One reason for that is new developments
PHC software house has made, including Software as a Service (SaaS), where
services reside on remote servers with fast and cheaper connectivity, which is making
it much easier for SMEs to adopt advanced services.
European Union considers that applications enabling services-search engines,
messaging via ISPs and portals service providers are the key for future ICT
infrastructures (Fig. 8). It supports Flex commitment on MS Sharepoint, as the
adopted solution to improve organizational effectiveness, through better integration
on overall business processes. Regarding competitor analysis, company scores similar
value to costumer importance and other firms. It has to do mainly, with a lower
investment in advertising, credit policies or expertise, considering other companies
with longer experience in this market segment. Nonetheless, Flex looks forward to the
growing business needs in this area, so important to the value chain and best
contribution to firm performance (Fig 7).
Flex also expects to perform above competition with Iron Speed solution,
which is a technology that company members have known since the birth of agile web
development concept. In “A green knowledge society” report (FORGE, Simon et al.
(2009), access utilities and standards-browsers, OS, Media format, metadata, (mobile)
web-interfaces to the internet (Fig. 8) are also considered as key elements for ICT
future development. Following this course, there is a higher commitment with e-
Government policies, and Portugal is on top ten of the e-Government European
ranking (Table 18). Along with Portuguese “Plano Tecnológico” (technological plan),
such measures contribute to the progress of fiscal and other statistical data interchange
between public and private sector, which has also positive impact on this business
growth.
As stated above, Iron Speed has a large market share in developed countries,
but it has not well known in Portugal, which is regarded as a good opportunity, hence
this solution is more flexible and robust than competition with similar price. In table 2
it is proved how Flex can surpass competition and costumer expectations. To

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conclude, the company wants to master Iron Speed expertise to enter in public sector,
integrate complex data infrastructures, develop web 2.0 projects, and create effective
business solutions in a fast pace.
“Small and medium-size enterprises dominate the European Union’s
economy, make up 99 percent of businesses, provide two-thirds of private sector jobs
and create most new jobs. Thus, SMEs are the engine of the economy, and their
success is critical for economic growth” (FORGE, Simon et al. (2009). Considering
that European Union is undergoing a profound transformation, in moving from an
industrial to a knowledge-based society, Flex notes a deep knowledge gap in this
revolutionary thinking. So, it is very important to train people and implement
structural policies for this new economical reform, in order for Europe to keep the
pace in the leading innovation.
Portuguese SMEs investment in R&D is very small, as the number of
employed people with ICT skills (Table 18). The ICT sector as a whole does not play
a major role in the Portuguese economy, although some evidences suggests that the
situation may have improved due to mentioned measures, e-Government support, for
instance.
SMEs need support, especially those with potential for growth and innovation:
Flex Consulting niche market. Flex is aware of companies that are conscious with ICT
value chain and its contribution to firm performance (Fig. 7). Moreover, the company
offers management consulting and business intelligence services to support strategic
decision making and international business skills.
Finally, One must remember the importance of competition in every society,
as Michael Porter (2008) highlighted, “I am increasingly convinced that lasting, self-
sustaining solutions to these problems [environment, urban poverty, income
inequality, health care and other social problems] lie in our ability to apply effectively
the deepest lessons of competition. There are huge win-win opportunities for both
society and for companies if we approach issues such as the environment,
disadvantaged communities, and health-care delivery in the right way. Creating
positive-sum competition in these arenas will foster innovation that produces
enormous value for the society”.

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 The Flex Consulting Project

6.1.5. Important measures to develop in Marketing

PHC Pack complete solution (digital – web channel)

Contribution on local press (business articles, advertising)
Speed Auditing (consulting levels: reporting, BPM, integration)
National phone number
Online commercial support (chat interface)
We call you now! Website interface asking to be contacted
Promotion in Vehicles (advertising incentives)
Thematic sessions (enterprise associations, education)
Sportive events support
Located promotion (Google AdWords)
Crowdsourcing methodology1 (incentive plans, ranking-reward)
Biweekly Newsletter

1
The main idea is the foundation of a shared knowledge system over a business network. So,
companies on this business network are able to sell online services to support problem solving in
project management.
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 The Flex Consulting Project

6.2. Human Resources Plan / Networks

“Human resource planning is the process of analyzing and identifying the need
for and availability of human resources so that the organization can meet its
objectives. The focus of HR planning is to ensure the organization has the right
number of human resources, with the right capabilities, at the right times, and in the
right places” (Mathis, Robert L. and Jackson, John L., 2007).
Flex Consulting human resources are the company foundations. The
importance and complexity of this matter is fundamental for the company’s success.
Thus, the main concern is on the essential organizational elements and strategic
management that are focus in developing Flex human resources policy.
Therefore, key functions in human resources, like recruitment and selection,
promotions, training and development, performance evaluation and management or
career development should be presented in a detailed sectorial plan. Though, these
subjects are considered in the development of a guideline and strategic planning for
Flex Company HR.
Flex Consulting will start up activity with two executives who have the
required skills and qualifications to manage the company with business success.
Carlos Passos is a business consultant, 28 years old. He is done a Master in
International Management at ISCTE Business School and has developed a solid
experience in management consulting in leading consultant companies, such as
Arquiconsult, PHC software house and DOIT. His career development has been
guided through increasing knowledge in programming skills and systems analysis, as
well as, thorough professional evolution in leadership competences and financial
management.
The other element for management board is Luís. He is kept in anonymous
state at this stage, in order to safeguard its identity due to personal matters. Luís is an
IT qualified professional with university degree in ICT. He has been working in IT
management development area and quality control units using .NET technologies. The

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 The Flex Consulting Project

notable knowledge level and experience on software management industry, as well as,
business skills support advanced performance for programming department direction.
Finally, it is considered Hospitality Business Solutions (HBS) company the
ideal business partner to encourage Flex Consulting success. HBS has a long working
experience in implementing business solutions. The higher quality of its professionals
and the adopted methodologies in project management can assure the best quality of
service to 4/5 stars hotels chains worldwide. Therefore, Flex intends to strength
operational capacity and business solutions with HBS customers’ portfolio, in order to
develop sustainable value by increasing the service level on this enterprise network. It
is also noted the sound relationship between the founding partners and the recognized
competence of both in management and in taking measured risks, which will work in
favour of the expected company performance.

Figure 2 – Flex network

Figure 2 presents Flex Network. It illustrates relationship bonds, trust levels,

already developed above, and business partners’ important skills and connections.

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 The Flex Consulting Project

Thus, it may be observed the multitude of talent, skills and social relationships
that enriches and strength the company as a whole.
According to Hiscrich “each entrepreneur needs to establish both a moral and
professional-support network”. These contacts provide confidence, support, advice,
and information. As one entrepreneur stated, “In your own business, you are all alone.
There is a definite need to establish support groups to share problems with and gain
overall support for the new venture”.
Therefore, Flex promoters believe in the importance of moral-support network
of family and friends. Hisrich (2002) call it a “cheering squad”, and it “plays a critical
role during the many difficult and lonely times that occur throughout the
entrepreneurial process”. In fact, we have found a strong source of moral support in
family and friends, as we get advices for free, receive understanding, real criticism
and also give encouragement and even assistance in many difficulties and problems.
Along with this helpful informal network, entrepreneurs will work hard to strength
professional-support network, so essential throughout the establishment of the new
venture, and very important for continually business growth. It comprises business
associates, trade associations and personal affiliations – all members of a
professional-support network. Flex will count on it for recruiting process, financial
support, marketing and commercial activities, as well as, for important decisions to
make.
Finally, after regarding strategic HR management and planning, the company
considers to have the right resources linked to the right organizational strategy. At this
stage, entrepreneurs are the working force, and it is assumed to have the best skills
and experience in order to gain competitive advantage.
The qualified human capital on IT management industry dictates business
success. So, Flex company put its best efforts on organizational culture and strategies
to support advanced training and career development. Further, in Financial Plan
chapter, human resources and employee cost (Table 7) are presented, and it can be
analyzed the recruitment timeline and objectives for the five years period (2010-
2015).

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 The Flex Consulting Project

6.2.1. Important measures to develop in Human Resources

Endorse empowerment: “(...) redistribution of power and decision

making responsibilities [...] empowerment is based on the recognition
that employee abilities are frequently underused, and that, given the
chance, most employees can contribute more.” (BNET, 2009)
Production/commercial incentives program (performance appraisal)
Dress Code (dress suite, shirt Flex Consulting)
Quarterly Performance Evaluation
thematic events every semester
Team building
Support in sportive events
Idea Management System (implementation of month idea / reward)

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 The Flex Consulting Project

6.3. Operational Plan

The operational plan defines the management company structure. Thus, the
main functional areas, internal organization and set conditions to manage production
process, quality control or support department rules are settled for the best quality of
service.

Figure 3 – Functional Organigram

Figure 3 presents the company functional organogram, which is designed to

identify the simple structure and organization core business. As previously mentioned,
Flex Consulting develops a flat model, and the primary principle is to thrive in
innovation through knowledge transfer in different segments of business consulting.
The author thinks this logical division can stimulate higher involvement and
working synergy that result in added value solutions.
It is also considered that such organic structure need higher flexibility in
project management, as it requires advanced procedural support and documentation.
The management board is confident that this way of doing consulting will
boost operational performance as the productive area will differentiate company in the
market.
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 The Flex Consulting Project

Flex takes this subject very serious for future business success. It is assumed
that there is not a strategy without structure, and consequently, only a firm and
proactive strategic management lead to a solid enterprise structure (KOBUT, B.,
1999).
Thus, the company is committed to make a detailed sector analysis, as this
document will develop key functions of operational plan, and by doing so, constitute a
production framework and methodology for future developments.
In that way, the present chapter concern is to explain the idea of creating two
business units oriented to effective synergies, thus promoting agility with solid
documented support.
Finally, the reasons for this logical division (Fig. 3) are related to project
management concept. Strategic Management unit, supervised by Carlos Passos, is
intended to develop implemented solutions made by Business Solutions unit, on direct
charge by Luis. Following this, it is considered that Strategic Management unit has
higher expertises in functional consulting, as the main purpose is to add value to the
final solution.
An operational planning also describes short-term ways of achieving
milestones and explains how the strategic plan will be put into operation during an
operational period of a fiscal year, and it will be controlled in a monthly base. The
operational plan is the basis and justification of an annual operating budget request.
Therefore, this five-year strategic plan will need five operational plans funded by five
operating budgets.
Regarding physical necessities of business’ operation, such as business’
physical location, facilities and equipment, the company has already permission to use
HBS partner’s office located in Ameixoeira, Lisbon. It also comprises
telecommunications and even network infrastructure, at this time Flex company will
only have to invest in some tangible fixed assets for administrative purpose. The other
costs for business operations are detailed in the Financial Plan chapter.
Entrepreneur’s experience and knowledge of the studied industry alert for the
risk of potential problems that may interfere with the production process, as they are
highly correlated with project performance management. It was already explained
above, in chapter 2.1 The problem, the main reasons for project failures and then
costumers’ dissatisfaction. Thus, Flex operation plan will set up metrics for project

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management performance in order to excel the quality of service. For this, the
company will develop a quality control program to produce robust business solutions
and to achieve the best standards in technical assistance. Below, it is presented some
measure to be adopted at operational level.

6.3.1. Important measures to develop at operational level

Data infrastructure in Datacenter

PHC Suporte digital – Importance for quality control
Documentary management requirements: thorough description of
processes, essential documentation of costumer details (IT
architecture) , project management board, project diary
Team control - productivity indexes, financial/operational control
Knowledge base importance - ranking consultants
Quarterly report of technical activity for customers (BI)
Team system (organization, integrity, quality, metric, transparency)
Preventive cyclical system (customer care program, solving problems
on-site)
Green Site Certified
ISO 9001:2000 certification
Annual inquiry of customers satisfaction (web inquiry, final report
delivery – use of dashboards)
2 weekly Meetings:
• Friday: 18h00 - 18h30: kick off, elaboration of weekly calendar
• Monday: 9h00 - 9h30: operations assessment, other procedures.
Business contracts time based – technical support awareness
(demanding time control)
3 case study / year

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6.4. Financial Plan

In first chapters, it was written the physical setup of operations and plans for
finding and reaching customers. The Financial Plan section is the quantitative
interpretation of everything it was stated in the text portion of this business plan.
Meigs and Robert (1970) states that “in business, a financial plan can refer to
the three primary financial statements (balance sheet, income statement, and cash flow
statement) created within a business plan. Financial forecast or financial plan can also
refer to an annual projection of income and expenses for a company, division or
department. (…) It is an estimation of cash needs and a decision on how to raise the
cash, such as through borrowing or issuing additional shares in a company”. For
Pinson, Linda (2008), a “well-executed financial statements will provide you with the
means to look realistically at you business in terms of profitability. Financial Plan is
often the first section examined by a potential lender or investor.”
Considering this, the following plan will determine how the business will
afford to achieve its strategic goals and objectives. The Financial Plan describes each
of the activities, resources, equipment and materials that are needed to achieve these
objectives, as well as, the timeframes involved in the process.
For that reason, Flex Consulting financial plan is an important text with solid
elements to support the main objective of explaining the planned business prospects.
It is also well founded on international economic forecasting, attentive market
analysis and personal business experience in order to involve company’s performance
with financial objectives. Thus, it will be used as an important management
performance tool for financial control and necessary analytical process, in order to
determine operational unit, human resources, and commercial department
responsibilities in business results.
Therefore, this financial scenario follows present perspectives on this market
segment in context with international market analysis.
The financial analysis is made by management board; in this case all
shareholder members are included. Financial Director from HBS company will be in
charge of this department. Thus, he will be responsible for financial management

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control, business processes analysis and relevant counsellor for continuous

improvement, and in addition, he will have to support external and internal auditing.
Financial projections represent the last fundamental element to determinate
viability and attractiveness of this business idea for business partners and potential
investors. In this way, the accurate analysis is based on sales forecast assumptions,
projected cash-flow and expected income.
The following projected financial information has been done on an integrated
calculation sheet. Through sensitivity analysis and simulation logic, it could be
possible to create several potential scenarios. Thus, regarding studied business
derivatives, it is considered that the exposed financial information reflects the optimal
situation, according to the most consistent view of the company founders.
The presented financial information below is organized in data tables, it
follows a logic order: at first, financial assumptions and business perspective are
indicated then, the results of these assumed objectives are measured through income
statement and balance sheet. Finally, project evaluation and other auxiliary analysis
support the business prospects.

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6.4.1. Financial Prospects

Currency Euros

1º Year activity 2010

Aging of accounts receivable (days) 30 1,0

Aging of accounts payable (days) 45 1,5
Stock aging (days) 15 0,5

VAT tax – Sales 21%

VAT tax – Services 21%
VAT tax – COGS 21%
VAT tax – SES 21%
VAT tax – Investment 21%

Average IRS tax 15,00%

Corporate taxes 25,00%

Short-term financial investment rates 0,70%

Short-term loan interest rates 5,60%
Long-term loan interest rates 6,60%

Risk-free interest rate 1,60%

Market risk premium * 10,00%
Stock beta value 100,00%
Cash flows growth rate in perpetuity 0,05
* Bond Equivalent Yield

Evaluation methods considered:

Free Cash Flow to Firm

Free Cash Flow to Equity

Table 3 – Financial prospects

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 The Flex Consulting Project

Table 3 shows relevant macro-economic data that will impact business

performance. These assumptions are taken from official data with the exception of
aging of accounts receivable/payable items that was decided to follow the
recommended market standards, as it will affect positively Flex economic cycle and
its cash-flow. So, Flex Consulting is committed to meet the best financial
responsibilities, and then, it is expected the same behaviour from its customers.
In 2008, the 200 largest IT companies in Portugal have grown 18% (average
growth rate, Semana Informática, 2009). In addition, on the ranking bottom line, there
are companies with reduced staff, that is, less than 15 employees, minimum value of
social capital and equity, or null net income. In fact, the business growth rate indicator
and turnover values reveal how dynamic this sector is.
In this way, considering the current economic situation and business outlook
for the IT industry, it is acceptable to say that this sector is based on sustainable
growth. Moreover, ICT is the key factor for business and social changes on a global
scale, as it supports the vision of a green knowledge society -, an eco-efficient
economy (Commission of the European Communities, 2009). This point of view
supports Flex Consulting purpose along with its confidence in the adopted solutions
and quality of service.
Sales forecast (table 4) is probably the most important and difficult financial
subject to deal with Flex business plan. In fact, this is the main objective and the
reason to initiate the present business venture.
Table 4 illustrate sales and services data divided into studied business
segments and markets. In case of product sales, expected quantities and unit price
are measured for the 6 years projected analysis.
In this period (2010-2015) it is estimated a total revenue growth rate of 20%,
which is in line with market forecast. The major contributions to the present scenario
come from sales in national market, for the reason that the company considers
internationalization process will take longer and services (training, development)
growth rate will be lower.
In the first year, Flex Consulting sales objectives show some conservative
attitude because it is when business starts up. Though, the company aims to develop 8
new projects and support service assistance to other 8 costumers’ business partner.
From that point and taking into account the exposed strategic analysis, it is expected

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that sales of product A (PHC software) will grow until 2013. After that, the support
service contract (product D) will have higher importance on the company total
revenue. The same behaviour is estimated for Product B (MS Sharepoint).
Last but not least, it is expected that Iron Speed business solution will attain
sustainable growth, since it is assumed that saturation point of this product life cycle
will surpass 2014.

6.4.2. Sales Forecast and Turnover

2010 2011 2012 2013 2014 2015

Growth rate of prices 2,00% 2,00% 2,00% 2,00% 2,00%

SALES – NATIONAL MARKET 2010 2011 2012 2013 2014 2015

Product A * PHC 20.000 25.500 26.010 31.836 27.061 22.082
Quantities sold 4 5 5 6 5 4
Growth rate of units sold 25,00% 0,00% 20,00% -16,67% -20,00%
Unit price 5.000,00 5.100,00 5.202,00 5.306,04 5.412,16 5.520,40
Product B * MS Sharepoint 8.000 12.240 16.646 21.224 25.978 26.498
Quantities sold 2 3 4 5 6 6
Growth rate of units sold 50,00% 33,33% 25,00% 20,00% 0,00%
Unit price 4.000,00 4.080,00 4.161,60 4.244,83 4.329,73 4.416,32
Product C * Iron Speed 8.000 20.400 24.970 29.714 34.638 39.747
Quantities sold 2 5 6 7 8 9
Growth rate of units sold 150,00% 20,00% 16,67% 14,29% 12,50%
Unit price 4.000,00 4.080,00 4.161,60 4.244,83 4.329,73 4.416,32
Product D * support service contracts 5.600 14.280 29.131 44.571 60.616 77.286
Quantities sold 8 20 40 60 80 100
Growth rate of units sold 150,00% 100,00% 50,00% 33,33% 25,00%
Unit price 700,00 714,00 728,28 742,85 757,70 772,86
TOTAL 41.600 72.420 96.757 127.345 148.293 165.612

SALES – EXPORTATION 2010 2011 2012 2013 2014 2015

Product B * MS Sharepoint 9.000 12.240 18.727
Quantities sold 3 4 6
Growth rate of units sold 33,33% 50,00%
Unit price 3.000,00 3.060,00 3.121,20
Product C * Iron Speed 9.000 12.240 18.727
Quantities sold 3 4 6
Growth rate of units sold 100,00% 50,00%
Unit price 3.000,00 3.060,00 3.121,20
TOTAL 18.000 24.480 37.454

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SERVICES – NATIONAL MARKET 2010 2011 2012 2013 2014 2015

Service A Development 1.000 10.000 14.000 16.000 18.000 22.000
Growth rate 900,00% 40,00% 14,29% 12,50% 22,22%
Service B Training 1.000 7.000 12.000 16.000 13.000 12.000
Growth rate 600,00% 71,43% 33,33% -18,75% -7,69%
TOTAL 2.000 17.000 26.000 32.000 31.000 34.000

SERVICES - EXPORTATION 2010 2011 2012 2013 2014 2015

Service A Development 7.000 10.000 15.000
Growth rate 42,86% 50,00%
Service B Training 7.000 10.000 15.000
Growth rate 42,86% 50,00%
TOTAL 14.000 20.000 30.000

TOTAL SALES – NATIONAL MARKET 41.600 72.420 96.757 127.345 148.293 165.612
TOTAL SALES – EXPORTATION 0 0 0 18.000 24.480 37.454
TOTAL SALES 41.600 72.420 96.757 145.345 172.773 203.067
SALES VAT 21% 8.736 15.208 20.319 26.742 31.142 34.779

TOTAL SERVICES – NATIONAL MARKET 2.000 17.000 26.000 32.000 31.000 34.000
TOTAL SERVICES – EXPORTATION 0 0 0 14.000 20.000 30.000
TOTAL SERVICES 2.000 17.000 26.000 46.000 51.000 64.000
SERVICES VAT 21% 420 3.570 5.460 6.720 6.510 7.140

TOTAL REVENUE 43.600 89.420 122.757 191.345 223.773 267.067

VAT 9.156 18.778 25.779 33.462 37.652 41.919
TOTAL REVENUE + VAT 52.756 108.198 148.536 224.807 261.425 308.985
Provision for doubtful receivables 4% 2.110 4.328 5.941 8.992 10.457 12.359

Table 4 – Sales forecast and turnover

As already mentioned above, the information to develop this projection is

based on market prospects, as well as, entrepreneurs self experience on selling
presented business solutions. Following Flex strategic view to focus the first year on
ERP solution on national market for SMEs, it is expected to develop the other
solutions in Portugal at the beginning and after go abroad. As table 4 shows, it is
assumed PHC software sales will decrease after 2013. So, Flex estimates Ms
Sharepoint and Iron Speed solutions will have a dynamic growth after this period,
surpassing the initial core solution in terms of value and projects. Though, by 2015,
support service contracts will have the major contribution on company total revenue,
as they represent the best return on customer service fidelity investment. Training and
development services are expected to perform at a sustainable growth, with the goal
of overcoming the support service contracts after the period in analysis.
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6.4.3. Cost of sales

COGS Gross Profit 2010 2011 2012 2013 2014 2015

NATIONAL MARKET 24.960 43.452 58.054 76.407 88.976 99.367

Product A * PHC 40,00% 12.000 15.300 15.606 19.102 16.236 13.249

Product B * MS Sharepoint 40,00% 4.800 7.344 9.988 12.734 15.587 15.899

Product C * Iron Speed 40,00% 4.800 12.240 14.982 17.828 20.783 23.848

Product D * support service contracts 40,00% 3.360 8.568 17.479 26.742 36.370 46.371
FOREIGN MARKETS 11.700 15.912 24.345

Product B * MS Sharepoint 35,00% 5.850 7.956 12.173

Product C * Iron Speed 35,00% 5.850 7.956 12.173

TOTAL COGS 24.960 43.452 58.054 88.107 104.888 123.713

VAT 21% 5.242 9.125 12.191 16.045 18.685 20.867

TOTAL COGS + VAT 30.202 52.577 70.246 104.152 123.573 144.580

Table 5 – Cost of Sales/Costs of goods sold

In section 6.1.2.3 it was explained price calculation strategy for Flex product
and services. As it was detailed, software houses establish market prices and negotiate
the gross profit margin with their business partners, according to commercial
objectives and other factors, as the technical skills of that particular business solution.
So, the major deferential factor and complexity of price calculation on project
management rely on selling services, mainly due to the competitive pressure and
human resources costs and competencies.
Regarding this, the company aims to establish long-term relationship and
business trust with its suppliers to get better commercial and financial advantages.

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6.4.4. Supplies and External Services

2010 2011 2012 2013 2014 2015

Nº of Months 6 12 12 12 12 12
Growth rate 2,00% 2,00% 2,00% 2,00% 2,00%

VAT tx. FC VC Monthly € 2010 2011 2012 2013 2014 2015

Subcontracts 21% 100% 20 120 245 250 255 260 265
Electricity 21% 80% 20% 30 180 367 375 382 390 397
Fuel 21% 100% 50 300 612 624 637 649 662
Water 5% 80% 20% 10 60 122 125 127 130 132
Other Fluids 21% 100% 5 30 61 62 64 65 66
Tools and utensils 21% 100% 100 600 1.224 1.248 1.273 1.299 1.325
Books and technical doc. 21% 80% 20% 30 180 367 375 382 390 397
Office materials 21% 70% 30% 30 180 367 375 382 390 397
Offerings 21% 100% 20 120 245 250 255 260 265
Rents 21% 100% 250 1.500 3.060 3.121 3.184 3.247 3.312
Representation expenses 21% 100% 150 900 1.836 1.873 1.910 1.948 1.987
Communication 21% 70% 30% 200 1.200 2.448 2.497 2.547 2.598 2.650
Insurance 100% 20 120 245 250 255 260 265
Royalties 21% 100%
Transport of goods 21% 100% 20 120 245 250 255 260 265
Travel and accommodation 21% 100% 75 450 918 936 955 974 994
Commissions 21% 100% 30 180 367 375 382 390 397
Fees 21% 100% 20 120 245 250 255 260 265
Notary services 21% 100% 20 120 245 250 255 260 265
Maintenance and repair 21% 70% 30% 30 180 367 375 382 390 397
Marketing and advertising 21% 100% 30 180 367 375 382 390 397
Cleaning, hygiene and comfort 21% 100% 20 120 245 250 255 260 265
Surveillance and security 21% 100% 30 180 367 375 382 390 397
Specialized work 21% 100% 200 1.200 2.448 2.497 2.547 2.598 2.650
Other supplies and ext.
21% 100% 20 120 245 250 255 260 265
services
TOTAL SES 8.460 17.258 17.604 17.956 18.315 18.681

SES – Fixed costs 4.668 9.523 9.713 9.907 10.106 10.308

SES – Variable costs 3.792 7.736 7.890 8.048 8.209 8.373

TOTAL SES 8.460 17.258 17.604 17.956 18.315 18.681

VAT 1.030 2.101 2.143 2.186 2.230 2.274

SES + VAT 9.490 19.359 19.747 20.142 20.544 20.955

Table 6 – Supplies and External Services

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In table 6, it is mentioned the important fixed and variable costs of running

this business. The most important concern was to address all items that can affect
supplies and external service costs. These values are close to reality, as the
entrepreneur will pay a significant attention through evolution expenditure, as it will
have a permanent effect on firm cash flow and Flex is intended to keep a low cost
activity course.

6.4.5. Human Resources and Employee Costs

2010 2011 2012 2013 2014 2015

Nº of Months 6 14 14 14 14 14
Annual Increase (salary + lunch subsidy) 0,50% 1,50% 1,50% 1,50% 1,50%

Personnel 2010 2011 2012 2013 2014 2015

Administration / Direction 1 1 1 1 1 1
Administrative Assistant 1 1
Production / Operational 1 1 2 2 2 2
TOTAL 2 2 3 3 4 4

Monthly Salary 2010 2011 2012 2013 2014 2015

Administration / Direction 1.200 1.206 1.224 1.242 1.261 1.280
Administrative Assistant 631 640
Comercial / Marketing (bonus-indicative) 500 503 510 518 525 533
Production / Operational 1.200 1.206 1.224 1.242 1.261 1.280

Annual salary - TOTAL employees 2010 2011 2012 2013 2014 2015
Administration / Direction 7.200 16.884 17.137 17.394 17.655 17.920
Administrative Assistant 8.828 8.960
Production / Operational 7.200 16.884 34.275 34.789 35.311 35.840
TOTAL 14.400 33.768 51.412 52.183 61.793 62.721

Other Costs 2010 2011 2012 2013 2014 2015

Social security
Administration 21,25% 1.530 3.588 3.642 3.696 3.752 3.808
Other personnel 23,75% 1.710 4.010 8.140 8.262 10.483 10.640
Insurance Accidents 1% 144 338 514 522 618 627
Lunch subsidy 130,46 2.870 2.884 4.392 4.457 6.032 6.123
TOTAL OTHER COSTS 6.254 10.820 16.688 16.938 20.885 21.198

TOTAL PERSONNEL COSTS 20.654 44.588 68.099 69.121 82.678 83.919

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SUMMARY TABLE 2010 2011 2012 2013 2014 2015

Salary
Administration / Direction 7.200 16.884 17.137 17.394 17.655 17.920
Employees 7.200 16.884 34.275 34.789 44.138 44.800
Charges 3.240 7.598 11.782 11.959 14.235 14.448
Insurance Accidents 144 338 514 522 618 627
Lunch subsidy 2.870 2.884 4.392 4.457 6.032 6.123
TOTAL PERSONNEL COSTS 20.654 44.588 68.099 69.121 82.678 83.919

Personnel Retentions 2010 2011 2012 2013 2014 2015

Employee SS retention
Administration / Direction 10,00% 720 1.688 1.714 1.739 1.766 1.792
Employees 11,00% 792 1.857 3.770 3.827 4.855 4.928
Employee IRS retention 15,00% 2.160 5.065 7.712 7.827 9.269 9.408
TOTAL Retentions 3.672 8.611 13.196 13.394 15.890 16.128
Table 7 – Human Resources and Employee Cost

Table 7 values and presented calculations are in line with Human Resources
Plan / Networks (Chapter 6.2), since the main policies and most important decisions
to take during the period in analysis were thought and tested through potential
scenarios while making of HR planning. So, the considered key points take place in
2012, when the company estimates having business condition to hire a new element
for technical support. It will fulfil the first company objective that is improving
customer service, developing technical department skills and then to provide the
commercial focus for Business Manager that will invest more time in business
development activities.
In 2014, the company aims to take on an Administrative Assistant, in order to
manage organizational and executive tasks, with the main purpose of coordinating
business activities and integrating most relevant administrative processes. Without
this time consuming actions, management board will centre their attention in the
relevant marketing and business strategy.
Flex Income Statement (table 11) shows HR costs take 50% of the company
total revenues at beginning. Nonetheless, this figure decreases through out the
projected analysis period. Therefore, it explains the importance of HR qualification
for company’s performance. Flex collaborators are expected to create business value
for better company’s sustainability.

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6.4.6. Investment in Working Capital

2010 2011 2012 2013 2014 2015

Working capital need
Treasury reserve 2.500 2.500 2.500 2.500 2.500 2.500
Costumers 4.396 9.017 12.378 18.734 21.785 25.749
Stock 347 604 806 1.224 1.457 1.718
State

TOTAL 7.243 12.120 15.684 22.458 25.742 29.967

Source of working capital
Suppliers 4.961 8.992 11.249 15.537 18.015 20.692
State 1.768 3.171 4.874 5.852 6.626 7.169
TOTAL 6.730 12.163 16.123 21.389 24.641 27.860

Need of working capital 513 -43 -439 1.069 1.101 2.107

Investment in working capital 513 -556 -397 1.508 32 1.005

Table 8 – Investment in working Capital

The working capital represents the operating liquidity available to Flex

business. Positive working capital means that the company is able to pay off its short-
term liabilities. Thus, table 8 explains that the company is able to pay back creditors
in the short term through out all those years in analysis, exception for 2011 and 2012;
nevertheless, as it does not show a negative tendency, these figures do not have
financial significance.
So, it exposes Flex promoter plan to operate this company in the most efficient
manner. 2015 shows an increase in the working capital that is intended to balance in
the future, by diminishing accounts receivable and inventory.

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6.4.7. Investment

Investment / year 2010 2011 2012 2013 2014 2015

Intangible fixed assets
Setup costs 500 100 100 100 100 500
R&D Expenses 200 150 150 150 150 700
Proprietary and other rights 200 100 100 100 100 200
Other intangible fixed assets 200 200 200 200 200 200
Total intangible fixed assets 1.100 550 550 550 550 1.600
Tangible fixed assets
Basic Equipment 1.000 500 500 500 500 500
Office Equipment 500 400 400 400 400 400
Other tangible fixed assets 500 400 400 400 400 505
Total tangible fixed assets 2.000 1.300 1.300 1.300 1.300 1.405
Total Investment 3.100 1.850 1.850 1.850 1.850 3.005

VAT 21% 420 273 273 273 273 295

Accumulated values balance 2010 2011 2012 2013 2014 2015

Intangible fixed assets
Setup costs 500 600 700 800 900 1.400
R&D Expenses 200 350 500 650 800 1.500
Proprietary e o.rights 200 300 400 500 600 800
Other intangible fixed assets 200 400 600 800 1.000 1.200
Total intangible fixed assets 1.100 1.650 2.200 2.750 3.300 4.900
Tangible fixed assets
Basic Equipment 1.000 1.500 2.000 2.500 3.000 3.500
Office Equipment 500 900 1.300 1.700 2.100 2.500
Other tangible fixed assets 500 900 1.300 1.700 2.100 2.605
Total tangible fixed assets 2.000 3.300 4.600 5.900 7.200 8.605
Total fixed assets 3.100 4.950 6.800 8.650 10.500 13.505

Amortization Tax 2010 2011 2012 2013 2014 2015

Total amortization 792 1.255 1.718 1.815 1.970 2.221
Table 9 - Investment

Flex is a consulting firm based in low cost activity and table 9 reinforces this
strategy for the 5 year period analysis. The company has not planned other
investments besides the mandatory ones. For instance, to own vehicles or an office is
not on the objectives.

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6.4.8. Financing

2010 2011 2012 2013 2014 2015

Investment = Fixed capital + WCN 3.613 1.294 1.453 3.358 1.882 4.010
Safety margin 2% 2% 2% 2% 2% 2%
Financing needs 3.700 1.300 1.500 3.400 1.900 4.100

Financing sources 2010 2011 2012 2013 2014 2015

Free cash flow 14.823 16.526 34.211
Social capital 15.000 10.000
Supplementary
Partner loans
Bank financing e other credit inst. 10.000 15.000 20.000 10.000

TOTAL 25.000 15.000 14.823 36.526 54.211

 

N.º years of loan repayment 5

Associated interest rate 6,60%

2010
2010 2011 2012 2013 2014 2015
Outstanding amount 10.000 10.000 8.000 6.000 4.000 2.000
Interest rate 7% 7% 7% 7% 7% 7%
Annual rate 330 660 528 396 264 132
Annual repayment 2.000 2.000 2.000 2.000 2.000
Stamp taxes (0,4%) 1 3 2 2 1 1
Debt service 331 2.663 2.530 2.398 2.265 2.133
Amount owed 10.000 8.000 6.000 4.000 2.000

N.º years of loan repayment 5

Associated interest rate 6,60%

2012
2010 2011 2012 2013 2014 2015
Outstanding amount 15.000 12.000 9.000 6.000
Interest rate 7% 7% 7% 7%
Annual rate 990 792 594 396
Annual repayment 3.000 3.000 3.000 3.000
Stamp taxes (0,4%) 4 3 2 2
Debt service 3.994 3.795 3.596 3.398
Amount owed 12.000 9.000 6.000 3.000

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N.º years of loan repayment 5

Associated interest rate 6,60%

2014
2010 2011 2012 2013 2014 2015
Outstanding amount 20.000 16.000
Interest rate 7% 7%
Annual rate 1.320 1.056
Annual repayment 4.000 4.000
Stamp taxes (0,4%) 5 4
Debt service 5.325 5.060
Amount owed 16.000 12.000

N.º years of loan repayment 5

Associated interest rate 6,60%

2015
2010 2011 2012 2013 2014 2015
Outstanding amount 10.000
Interest rate 7%
Annual rate 660
Annual repayment 2.000
Stamp taxes (0,4%) 3
Debt service 2.663
Amount owed 8.000

Outstanding amount 10.000 8.000 18.000 13.000 24.000 23.000

Interests payment with stamp

331 663 1.524 1.193 2.187 2.253
taxes included
Repayment 2.000 5.000 5.000 9.000 11.000
Table 10 - Financing

Flex starts up with 25.000,00 € to apply in initial investments, social capital

and working capital. The financing comes from entrepreneurs to fund social capital
and bank financing for initial investments and expenditure.
During this period the company will apply for bank loans with concrete
business objectives, in accordance with the company goals and negotiating the best
possible financial advantages with credit institutions.
2012 and 2014 comply with the most productive and important investment
moments of the company. Flex then will have to finance its activity through credit
institutions in order to get operational and financial balance.

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6.4.9. Income Statement

2010 2011 2012 2013 2014 2015

Sales 41.600 72.420 96.757 145.345 172.773 203.067
Services 2.000 17.000 26.000 46.000 51.000 64.000
Revenues 43.600 89.420 122.757 191.345 223.773 267.067
Cost of Sales 24.960 43.452 58.054 88.107 104.888 123.713
Other Variable Costs 3.792 7.736 7.890 8.048 8.209 8.373
Gross Profit 14.848 38.232 56.812 95.190 110.676 134.981
34% 43% 46% 50% 49% 51%
Fixed Costs 4.668 9.523 9.713 9.907 10.106 10.308
Operating Profit 10.180 28.710 47.099 85.282 100.571 124.673
Employee Costs 20.654 44.588 68.099 69.121 82.678 83.919
% of Sales 47% 50% 55% 36% 37% 31%
EBITDA -10.474 -15.878 -21.000 16.162 17.892 40.754
Depreciation 792 1.255 1.718 1.815 1.970 2.221
Adjustments / Provisions 2.110 4.328 5.941 8.992 10.457 12.359
EBIT -13.376 -21.461 -28.660 5.354 5.465 26.174
Financial Costs 331 1.311 3.206 2.527 2.187 2.253
Financial Revenues 75 33 339
Financial Result -257 -1.311 -3.206 -2.527 -2.154 -1.914
EBT -13.633 -22.773 -31.866 2.828 3.311 24.260
Taxes
Net Earnings -13.633 -22.773 -31.866 2.828 3.311 24.260
-23.084 -56.680 -98.485 -114.768 -117.560
% of Costs of Structure /Revenues 60% 62% 65% 42% 42% 36%
% of Net Earnings /Revenues -31% -25% -26% 1% 1% 9%
Table 11 – Income Statement

Income Statement is the Flex financial statement that indicates how the
revenue is transformed into net income. Table 11 shows the financial data for the
period in analysis, and it can be seen the five year’s company evolution through the
main important economic indicators. The company presents a 20% revenue growth
rate from 2010-2015. In the first year, operating profit does not cover employee costs
and company closes fiscal year with -13.376,00€. Costs of structure correspond to
60% of company’s revenue. After the natural complexity of the first couple of years,
the company consolidates its operating performance in 2013, when is expected the
initial return on investment. It is first year positive net earnings and costs of structure
fall out to 42%. By the last year of financial analysis, Flex confirms its operating and
financial stability, performing well in most important financial topics, as net earning

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attain 24.260,00€. Then, company will be able to increase social capital and to
distribute dividends.

6.4.10.Projected Cash Flow

2010 2011 2012 2013 2014 2015

Projected cash-flow
Operational results -10.032 -16.096 -21.495 4.016 4.099 19.630
Amortizations 792 1.255 1.718 1.815 1.970 2.221
Provisions 2.110 4.328 5.941 8.992 10.457 12.359
-7.130 -10.513 -13.835 14.823 16.526 34.211
Invest./Divest. in working capital
Working Capital -513 556 397 -1.508 -32 -1.005

Operating CASH FLOW -7.644 -9.957 -13.439 13.315 16.493 33.205

Invest./Divest. in fixed capital

Fixed capital -3.100 -2.801 -2.902 -3.103 -3.204 -3.605

Free cash-flow -10.744 -11.807 -15.289 11.465 14.643 30.200

Accumulated CASH FLOW -10.744 -22.551 -37.839 -26.374 -11.731 18.470

Table 12 – Projected Cash Flow

Following the income statement, cash flow is an important financial report to

determine a project’s rate of return or value. It reflects the movement of cash into and
out of the firm and also determines business’s liquidity.
From analyzing financial data in table 12, it is considered that the company
earns more cash by its core activities after the year 2013, and it concerns the long term
investments strategy the company leaders have adopted.
Until 2012, the company has to deal with financial difficulties, it is the crucial
period of survival when production capacity increases, costs get higher and the return
on investment is not as much as the necessary to become positive operating cash flow.
After financing the business for the beginning years, the free cash-flow in the
left period of time will indicate company's financial strength. In 2015, free cash-flow
achieve 30.200,00 €, which represents an accumulated value of 18.470,00 €.
“Companies with ample cash on hand are able to invest the cash back into the
business in order to generate more cash and profit” (Investopedia, 2010). Flex will
take this valuable argument in account and reinvest its net profits in the company
innovation.
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Balance Sheet

ASSETS 2010 2011 2012 2013 2014 2015

Fixed assets
Intangible fixed assets 1.100 1.650 2.200 2.750 3.300 4.900
Tangible fixed assets 2.000 3.300 4.600 5.900 7.200 8.605
Amortization 792 2.047 3.765 5.580 7.550 9.771
Stock
Raw Materials and Subsidiaries
Finished and semi-finished products
Goods for resale 347 604 806 1.224 1.457 1.718
Short-term credits
Trade Customers 4.396 9.017 12.378 18.734 21.785 25.749
Bad debts adjustments 2.110 6.438 12.380 21.372 31.829 44.188
State and other public bodies
Other debtors
Liquid assets 13.156 2.500 2.500 2.500 7.145 50.975
Accruals and Deferrals
TOTAL ASSETS 18.097 8.585 6.340 4.156 1.508 37.987

EQUITY
Social capital 15.000 15.000 15.000 15.000 15.000 25.000
Supplemental Benefits
Revaluation reserves
Reserves and retained earnings -13.633 -36.405 -68.271 -65.444 -62.133
Net income -13.633 -22.773 -31.866 2.828 3.311 24.260
TOTAL EQUITY 1.367 -21.405 -53.271 -50.444 -47.133 -12.873

LIABILITIES
Provision for taxes
Long-term trade creditors
Credit institutions 10.000 8.000 18.000 13.000 24.000 23.000
Fixed Assets Suppliers
Supplies
Other creditors
Short-term trade creditors
Credit institutions 9.828 25.488 20.211
Trade creditors 4.961 8.992 11.249 15.537 18.015 20.692
State and other public bodies 1.768 3.171 4.874 5.852 6.626 7.169
Other creditors
Accruals and Deferrals
TOTAL LIABILITIES 16.730 29.990 59.611 54.600 48.641 50.860

TOTAL LIABILITIES + EQUITY 18.097 8.585 6.340 4.156 1.508 37.987

Table 13 – Balance Sheet

The balance sheet is a summary of the provisional financial balances of Flex

business venture. Assets, liabilities and ownership equity are listed for the specific
period in analysis. The difference between the assets and the liabilities is known as

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equity of the company and according to the accounting equation, it must equal assets
minus liabilities. Table 14 shows that company has a negative equity value by the end
of 2015 (-12.873€), though an attentive analysis is able to support this situation on
“Reserves and retained earnings” high negative figure. It stands for the initial years
negative net income, in opposition with net income growth tendency for the last
period in analysis.
Another way to look at the balance sheet equation is that assets equal liabilities
plus owner's equity. Looking at the equation in this way shows how assets were
financed: either by borrowing money (liability) or by using the owner's money
(owner's equity). In this way Flex balance sheet reveals that the company borrow
money from credit institutions to financing its short-term credits. As a start-up
company the initial working capital is reduced and the source of funds mainly comes
from loans received.
The author considers that Flex management board is concerned with develop a
stable and solid financial structure regarding macroeconomic analysis and its best
financial responsibility. Following the presented financial assumptions and firm ideas
that have been discussed during this project it is expected that Flex can meet the
projected scenario in five years time. After the beginning period of best operational
and financial effort it is moment for advanced financial autonomy and to think about
the next stage of doing business.

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6.4.11.Financial Considerations

The importance of the exposed detailed financial information justifies the

location on this business plan, instead of the usual position in annexes. Thus, the main
reasons are related with straightforward reading and interpretation, along with
cautious integrative perspective, as it leads to paying more attention to the financial
values and implicit information (attitudes and goals), rather than relegate it to second
plan.
It is intended to stress out the accurate analysis of the developed work and
exhaustive study that were in the base of multi-criteria decision-making process. So,
Flex Consulting business assumptions are in accordance with conditioning market
variables and business owner’s perspectives.
In the reporting period 2010-2015, Flex Consulting projected business
turnover is planned to attain 267.067 € in the last year (2015, Table 4). It represents an
average business growth around 20% a year.
The accomplishment of this mark, according with expected company’s
performance, will lead to net profit for the year 2015 of 24,260 € (Table 14). It is the
third year of positive net profit, revealing the concern for long term growth rate and
sustainable development. Therefore, Flex projected net present value is 220.225 €
(Table 16), which results in a payback period of 6 years and an internal rate of return
of 73.96%.
The working group declare its entire commitment and total responsibility on
the presented values. They are the final outcome of intense labour and major
determination for project feasibility and effective creation process of Flex Consulting
startup company.
Finally, the precise information exposed in this chapter intends to elucidate to
potential investors, collaborators and other stakeholders, the way of doing business in
Flex Consulting. The company follows a methodological approach, thinking ahead,
consulting the market and taking firm steps. The company’s end goal is to attain
sustainable business growth and internal development for continuous innovation.

60
 The Flex Consulting Project

7. Conclusion

The Flex Consulting Business Model and Value Proposition project is inspired
by the best enthusiasm for the creation process of a startup business consulting
company. It results in an innovative organizational model, able to bring new ideas and
business concepts to core processes. In that sense, throughout the project
development, several management approaches were considered to incorporate the
company major thinking of consultancy, that is, the creation of integrated business
solutions to compete in the global market. Therefore, the most important concept is
based in the innovative philosophy in business consulting: proper methods to work
with the corporate core knowledge resources and the use of essential tools to promote
collaborative labor.
The author sought to explain how this value proposal is worthy as a whole and
unique, because it is considered that only an integrated view of the presented ideas is
capable to encourage synergic forces and sustain competitive advantages. Though,
this theory makes use of several studied concepts from management science, which is
the case of flat organizational concept and its influence in the internal organogram,
multidiscipline team knowledge application or its extension to empowerment
approach.
In this way, it is expected that the present study can contribute effectively for
entrepreneurial innovation. The author also believes that besides the addressed
entrepreneurship subjects developed, there is a concrete set of attitudes and values in
this document capable of arising someone’s interest in organizing a business venture.
By this, Flex project propose a systematic thinking process and creation of succinct
methodology to support the business idea: the best planning against a business failure.
Aware of market opportunities raised by the problems of SMEs to deal with
enterprise information systems that come from inadequate investment in ongoing
training, including implementation and testing phases, as well as, a lack of a
corporate policy on the protection of the integrity of data and its utilization. Flex
intends to address the best management solutions to these companies working with
obsolete systems that cannot deal with today’s business needs.
Last but not least, IT management consulting is becoming more relevant as an
important research area and development field for academics and business. This

61
 The Flex Consulting Project

means that there is much research in this area and many issues that remain to be
solved, as business process complexity continues to grow.
Due to time limitations and project scope, it was not possible to develop many
other topics that can be subject to further studies, for instance: corporate core
knowledge concept, enterprise crowdsourcing method to problem solving and
business solutions, how to manage for collaborative work performance, IT business
consultant required skills, or ERP contribution on SMEs value chain.

62
 The Flex Consulting Project

8. Bibiography

Abrams, Rhonda (2010), The Successful Business Plan: Secrets & Strategies. 5th
edition, The Planning Shop.

BNET (2009), Business definition for: Empowerment, (taken from the internet March
10, 2009)
http://dictionary.bnet.com/definition/Empowerment.html

Brealey, R., S. Myers and F.Allen (2006, 8th Ed.), Principles of Corporate Finance.
McGraw-Hill.

Campbell, David, Stonehouse, George and Houston, Bill (2002), Business Strategy –
an introduction. 2nd edition. Elsevier Butterworth-Heinemann.

Cigarra, Cândida, Passos, Carlos, Diogo, J. F. e Zongoro, Gloria (2007), “Neway –

We Make Your Life Easier and Healthier”, Enterpreneurship and Networks subject,
Master in International Management, ISCTE, Lisboa.

Cigarra, Cândida, Lopes, Sofia, Passos, Carlos e Uiterwaal, Rianne, “France Telecom
(2007), NExT, a New Experience in Telecom services”, International Strategy
subject, Master in International Management, ISCTE, Lisboa.

Comission of the European Communities (2009), Commission Staff Working

Document. Europe's Digital Competitiveness Report. ICT Country Profiles, Volume
2: i2010. Brussels.

David, F. (1990), Strategic Management. 3rd edition. Charles Merrill.

DeThomas, Arthur and Derammelaere, Stephanie (2008), Writing a Convincing

Business Plan. 3rd edition, Barron's Educational Series.

Drucker, Peter (1985), Innovation and Entrepreneuship: Practices and Principles,

New York, Harper and Row.

Forge, Simon et al. (2009), A green knowledge society. An IT policy agenda to 2015
for Europe’s future knowledge society, SFC Associates Ltd.

Hisrich, D. Robert and Peters, Michael P. (2002), Entrepreneurship. 5th edition,

McGraw-Hill.

Hollensen, Svend (2004), Global Marketing - A Marketing responsive approach. 3rd

edition, Financial Times/Prentice Hall.

IAPMEI (2009), Como elaborar um plano de negócio: o seu guia para um projecto de
sucesso, (taken from the internet January 15, 2009)
http://www.iapmei.pt/resources/download/GuiaPraticodoCapitaldeRisco2604.pdf
63
 The Flex Consulting Project

Investopedia (2009, 2010), support for understanding and conception of the list of
abbreviations/glossary, (taken from the internet September 10, 2009)
http://www.investopedia.com/

Kobut, B. (1999) What makes a company global? Harvard Business Review, Jan-Feb.

Kurtz, David E., Boone, Louis E., MacKenzie, H.F. and Snow, Kim (2010).
Comtemporary Marketing. Nelson Education.

Lassere, Philipe (2003), Global Strategic Management. Palgrave, Macmillan.

Ligus, Richard G. (2004), The 12 Cardinal Sins of ERP Implementation, (taken from
the internet August 21, 2009)
http://rockfordconsulting.com/the-12-cardinal-sins-of-erp-implementation.htm

Martinho, Ana (2004), Mercado de ERP em lenta recuperação. Semana Informática

review, (taken from the internet July 25, 2010)
http://www.semanainformatica.xl.pt/697/esp/100.shtml

Mata, J. and Portugal, P. (2002), The survival of new domestic and foreign owned
firms. Strategic Management Journal 23, 323-343.

Mathis, Robert L. and Jackson, John L. (2007), Human resource management. 12th
edition. South-Western College Pub.

McDonald, Malcolm (2002), Marketing plans: how to prepare them, how to use them.
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McKeever, Mike (2008), How to write a business plan. 9th edition, Nolo.

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Hill Book Company.

Meyer G. Dale, Heppard Kurt A. (2000), Entrepreneurship as strategy : competing on

the entrepreneurial edge. Sage Publications.

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Master in International Management, ISCTE, Lisboa.

Office Sharepoint Server 2007 (2009), What is Sharepoint? Microsoft, (taken from the
internet March 2, 2009)
http://sharepoint.microsoft.com/Pages/Default.aspx

Pahl, Nadine and Richter, Anne (2007), SWOT analysis – idea, methodology, and a
pratical approach .Grin Verlag

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Building a Business and Securing Your Company's Future. 7th edition, Out Of Your
Mind . . . And Into The Mark.

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 The Flex Consulting Project

Porter, Michael E. (2008), On competition, updated and expanded edition. Harvard

Business Review.

Rajagopal (2009), International Marketing. Vikas Publishing House Pvt Ltd.

Robert W. Price, (2002), Entrepreneurship 2002-2003.4th edition, McGraw-Hill.

Semana Informática (2009), Ranking das 200 maiores empresas de TI em Portugal,

(taken from the internet March 17, 2009)
http://www.semanainformatica.xl.pt/903/esp/101.html

Supply & Demand Chain (2007), ERP Vendor Revenue across Segments Seen
Reaching $47.7 Billion by 2011, (taken from the internet November 28, 2009)
http://www.sdcexec.com/online/article.jsp?id=9742&siteSection=19

Trigo, Teresa, Calapez, T., Santos, M. Conceição (2009) SMEs and

internationalization, an empirical study of SMEs in Portugal. Economia Global e
Gestão, December 2009, vol.14, no.3, p.9-24.

Wikipedia (2010), Active Server Pages, (taken from the internet August 5, 2010)
http://en.wikipedia.org/wiki/Active_Server_Pages

Wikipedia (2010), Business Plan, (taken from the internet July 21, 2010)
http://en.wikipedia.org/wiki/Business_plan

Wikipedia (2010), Competitive Analysis, (taken from the internet August 2, 2010)
http://en.wikipedia.org/wiki/Competitor_analysis

Wikipedia (2010), Cloud computing, (taken from the internet July 23, 2010)
http://en.wikipedia.org/wiki/Cloud_computing

Wikipedia (2010), Crowdsourcing, (taken from the internet August 10, 2010)
http://en.wikipedia.org/wiki/Crowdsourcing

Wikioedia (2010), Information Technology, (taken from the internet August 17, 2010)
http://en.wikipedia.org/wiki/Information_technology

Wikipedia (2010), Six Sigma, (taken from the internet August 25, 2010)
http://en.wikipedia.org/wiki/Lean_Six_Sigma

Wikipedia (2010), Social Networking, (taken from the internet August 20, 2010)
http://en.wikipedia.org/wiki/Social_networking

Witzel, Morgan (2002), Dimantling resistance to change, Financial Times, August

26th.

65
Annexes

66
 Financial Plan

SOURCE OF FUNDS 2010 2011 2012 2013 2014 2015

Gross cash flow -10.474 -15.878 -21.000 16.162 17.892 40.754
Social capital 15.000 10.000
Loans received 10.000 15.000 20.000 10.000
Divest. in fixed capital
Divest. in WCN 556 397
Partner loans 10.000
Financial income 75 33 339

Total of Source 14.600 -15.322 -5.604 16.162 37.925 61.093

APPLICATION OF FUNDS
Inv. fixed capital 3.100 1.850 1.850 1.850 1.850 3.005
Inv. working capital 513 1.508 32 1.005
Tax on Profit
Dividend Payment
Loan repayment 2.000 5.000 5.000 9.000 11.000
Financial Charges 331 1.311 3.206 2.527 2.187 2.253

Total of Applications 3.945 5.161 10.056 10.884 13.069 17.263

Treasury annual balance 10.656 -20.484 -15.660 5.277 24.855 43.830

Accumulated treasury balance 10.656 -9.828 -25.488 -20.211 4.645 48.475
Applications / Short-term Loan 10.656 -9.828 -25.488 -20.211 4.645 48.475
Table 14 – Financial Plan

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 Financial and Economic Indicators
ECONOMIC INDICATORS 2010 2011 2012 2013 2014 2015
Business growth rate 105% 37% 56% 17% 19%
Operational efficiency -15% -15% 9% 9% 18%
Operating margin sales -24% -23% 3% 2% 10%
Net return on sales -25% -26% 1% 1% 9%
Personnel costs on Operational Profit 50% 55% 36% 37% 31%

FINANCIAL - ECONOMIC INDICATORS 2010 2011 2012 2013 2014 2015

Return On Investment (ROI) -265% -503% 68% 220% 64%
Return on Assets -250% -452% 129% 362% 69%
Asset Rotation 1042% 1936% 4604% 14838% 703%
Rotation of fixed assets 3080% 4045% 6233% 7586% 7152%
Return on Equity (ROE) 106% 60% -6% -7% -188%
Rotation of Equity -418% -230% -379% -475% -2075%

FINANCIAL INDICATORS 2010 2011 2012 2013 2014 2015

Financial Autonomy -249% -840% -1214% -3125% -34%
Total solvency -71% -89% -92% -97% -25%
Total Debt 349% 940% 1314% 3225% 134%
Long-term debt 93% 284% 313% 1591% 61%

LIQUIDITY INDICATORS 2010 2011 2012 2013 2014 2015

General Liquidity 55% 38% 54% 123% 282%
Low Liquidity 52% 36% 51% 117% 275%

ANALYSIS OF FINANCIAL BALANCE 2010 2011 2012 2013 2014 2015

Equity and long-term debt -13.405 -35.271 -37.444 -23.133 10.127
Fixed asset 2.903 3.035 3.070 2.950 3.734
NET CASH FLOW -16.309 -38.306 -40.514 -26.083 6.393
Cyclical needs 9.620 13.184 19.958 23.242 27.467
Cyclic Resources 8.992 11.249 15.537 18.015 20.692
WORKING CAPITAL NEEDS 628 1.935 4.421 5.228 6.775
Active treasury 2.500 2.500 2.500 7.145 50.975
Passive treasury 12.998 30.362 26.063 6.626 7.169
NET CASH -10.498 -27.862 -23.563 518 43.806

CONTROL : NC = NCF - WCN -16.937 -40.242 -44.935 -31.310 -382

NCF variation -21.998 -2.207 14.431 32.476

WCN variation 1.307 2.486 807 1.548
NC Variation -17.364 4.299 24.081 43.288

BUSINESS RISK INDICATORS 2010 2011 2012 2013 2014 2015

Gross profit 38.232 56.812 95.190 110.676 134.981
Operating leverage ratio -178% -198% 1778% 2025% 516%
Critical point 139.615 184.684 180.582 212.723 215.281
Safety margin -36% -34% 6% 5% 24%
Table 15 – Financial and Economic Indicators
 
68
 Turnover and EBITDA

300.000 

250.000 

200.000 

150.000 
Euros (€)

100.000 

50.000 

0 

‐50.000 
2010 2011 2012 2013 2014 2015

Turnover EBITDA

Figure 4 – Turnover and EBITDA

Turnover and Cash‐flow

300.000 

250.000 

200.000 

150.000 
Euros (€)

100.000 

50.000 

0 

‐50.000 
2010 2011 2012 2013 2014 2015

Turnover Cash‐flow

Figure 5 – Turnover and Cash-flow

 

69
(1) Lack of Top Management Commitment
(2) Inadequate Requirements Definition
(3) Poor ERP Package Selection
(4) Inadequate Resources
(5) Resistance to Change/Lack of Buy-in
(6) Miscalculation of Time and Effort
(7) Misfit of Application Software with Business Processes
(8) Unrealistic Expectation of Benefits and ROI
(9) Inadequate Training and Education
(10) Poor Project Design and Management
(11) Poor Communications
(12) Ill-advised Cost Cutting
Table 16 - The reasons for ERP implementation failures
Source: http://rockfordconsulting.com/the-12-cardinal-sins-of-erp-implementation.htm

Figure 6 - The ICT value chain and its contribution to firm performance
Source: European Comission, Eurostat. A green knowledge society.
http://ec.europa.eu/information_society/eeurope/i2010/greenknowledgesociety.pdf

70
Key infrastructure layers for today Applications and content
Application level interfaces/standards.

Applications enabling services- search engines,

messaging, etc via ISP s and portals service
Key for providers.
the future
Access utilities and standards-Browsers, OS,
Media format, meta data, etc (mobile) web-
interfaces to the internet.
Figure 7 - Future infrastructure as a layered architecture
Source: European Comission, Eurostat. A green knowledge society.
http://ec.europa.eu/information_society/eeurope/i2010/greenknowledgesociety.pdf

Description 2004 2005 2006 2007 2008 EU27 Ranking

Broadband
% of enterprises with a (fixed) broadband access 49 63 66 76 81 81 15
Internet Usage
% pop. who are frequent internet users 16 19 22 27 29 43 23
Take up of internet services (% of Pop.)
ordering goods or services, over the Internet, for
5 6 7 9 10 32 22
private use
selling goods and services (e.g. via auctions) 1 1 1 10
internet banking 8 8 10 12 24 29 21
paying for online audiovisual contents 2 5 19
doing an online course 1 2 3 19
eGovernment Indicators
% of enterprises using eGovernment services 57 58 60 72 75 68 14
% of enterprises using eGovernment services for
50 52 54 66 68 50 6
returning filled in forms
eCommerce
% enterprises selling online 6 9 7 9 19 16 7
% enterprises purchasing online 8 12 14 12 20 28 11
eBusiness: % of enterprises
using applications for integrating internal
53 41 7
business processes (all enterprises)
sending/receiving e-invoices 14 24 21 11
using analytical Customer Relation Manag. 15 16 17 11
Indicators on the ICT sector, ICT skills and
R&D
% of persons employed with ICT user skills. 13,4 12,6 12,2 11,5 11,8 18,4 26
% of persons employed with ICT specialist skills 2,1 2,3 2,7 2,8 2,7 3,0 21
Table 17 - ICT Country Profile: Portugal
Source: Comission of the European Communities (2009)

71