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In this chapter the authors portray the situation of the Roma population in Portugal as a changing picture. They present a description of the social situation and living conditions of the Roma people of Portugal through the systematisation of the main results obtained from research conducted recently as part of the ‘Strategy for the integration of Roma communities 2013–2020’ and give a detailed analysis of the educational dimension in various levels of education, highlighting a public policy created in 2016, the Operational Program for the Promotion of Education. This programme, inspired by a civil society project and converted into a public policy due to its innovative character, supports Roma students in higher education and is funded by the Office of the High Commissioner for Migration. The authors describe the Roma Communities in Portugal with special regard to their social situation, their culture and language. Then the authors present an analysis about the educational attainment of the Roma in Portugal and the most important policies and support programmes for Roma education, which are considered as the key to the social integration of Roma communities. Finally, they describe some successful programmes: the OPRE, RESCUR and Dreams Teens Programs.

The purpose of this paper is to analyse the effectiveness of entrepreneurship training programmes targeting post‐graduate students.

The approach takes the form of a case study of an entrepreneurship training programme, to assess its effectiveness. For this purpose the paper concentrates on the number of firms created and industries chosen by individuals. Additionally, attention is focused on non‐starters, analysing the main reasons behind the decision not to set up a firm. Several sources were used to accomplish the objectives: an assessment report provided by the deliverers of the programme, an interview with the person responsible for the programme and interviews with programme participants.

Two editions of the programme “Começar” are closely scrutinized, including a self‐assessment made by developers of the programme. Results show a success rate of 41 per cent, but non‐starters benefit from the competencies developed in the programme, allowing them to change their careers or to increase their effectiveness in the labour market.

The paper presents some limitations. First, this programme is not compared at the same level of analysis, against others. The literature concludes that the entrepreneurial context is relevant in assessing the level of entrepreneurship. Second, a control group who had an idea but did not benefit from entrepreneurship assistance is not followed. Third, the timeframe of analysis is not too long. A longitudinal study will overcome this problem.

The case study can help promoters to design more effective programmes, especially those targeted at postgraduates. Combining classes with experience in the field could help young graduates to overcome their vulnerability which is due to their youthfulness and lack of work experience.

The paper identifies good practice in entrepreneurship training programmes. Additionally, it analyses the effectiveness of these programmes, measured by perceived effectiveness from the point of view of participants and by the number of firms created, an area so far characterized by scant research.

In this chapter, the author provides an overview of some central issues of the book. First she shows the similarities in the challenges to increase the participation and success of Roma people in education and lifelong learning in the selected European countries; then she discusses their policies and support programmes, which on the one hand try to improve the social situation of the Roma while promoting minority language and culture on the other hand. The author finds the reason for their similarities regarding the wording, defining and communicating and also concerning the main ideas and concrete projects for possible solutions, in the Roma inclusion policy of the European Union in the frame of the Open Method of Coordination, which has been introduced within the Lisbon Strategy, linked to the idea of lifelong learning. She considers the realisation of these policy measures at national, regional and local levels to have shown only unsatisfactory results until now.

This introduction from Andrea Óhidy and Katalin R. Forray provides a brief overview of the social and education situation of European Roma and also about the structure of this book. Roma are here described as a ‘hidden minority’ (see the country study about Italy from Valeria Cavioni), because – although they are the largest minority group living in Europe for more than a hundred years – we still know very little about them. Although most of the Roma people have been living for centuries in European countries, their situation is still different from the non-Roma population; they often suffered from poverty and exclusion. There is a host of Roma, especially in Southern and in Eastern Europe, who is considered to be the most disadvantaged group in European societies, for example, regarding their (1) health situation, (2) on the labour and (3) on the housing market and (4) also in education. Questions of education are the central elements of politics making the situation of Roma better. To fulfil these requirements some European countries have taken determined steps. As Natascha Hofmann in the country study about Germany wrote, we are in the phase of the ‘dawn of learning’ because there are more and more policies and programs to develop attainment and success of Roma in European education and lifelong learning. This book gives an overview about retrospective and prospective tendencies in the situation of European Roma in education and lifelong learning.

This study is a targeted review of some of the major changes in European regulation that guided energy policy decisions in the Iberian Peninsula and how they may have aggravated the problem of lack of flexibility. This study aims to assess some of the proposed short-term solutions to address this issue considering the underlying root causes and suggests a different course of action, that in turn, could help alleviate future market strains.

The evolution of the most important (macro) energy and price-related variables in both Portugal and Spain is assessed using market and grid operator data. In addition, the authors present critical viewpoints on some of the most recent EU and national regulation changes (official document analysis).

The Iberian energy policy and regulatory agenda has successfully promoted a rapid adoption of renewables (main goal), although with insufficient diversification of generation technologies. The compulsory closings of thermal plants and an increased tax (mainly carbon) added pressure toward more environmentally friendly thermal power plants. However, inevitably, this curbed the bidding price competitiveness of these producers in an already challenging market framework. Moving forward, decisions must be based on “a bigger picture” that does not neglect system flexibility and security of supply and understands the specificities of the Iberian market and its generation portfolio.

This work provides an original account of unprecedented spikes in energy prices in 2021, specifically in the Iberian electricity market. This acute situation worries consumers, industry and governments. Underlining the instability of the market prices, for the first time, this study discusses how some of the most important regulatory changes, and their perception and absorption by involved parties, contributed to the current environment. In addition, this study stresses that if flexibility is overlooked, the overall purpose of having an affordable and reliable system is at risk.

This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.

A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.

The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.

Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.

The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.

This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.

This paper aims to thoroughly identify the forms of integration between Lean, Industry 4.0 (I4.0) and environmental sustainability (ES) by examining the relationships between these three constructs, deepening understanding surrounding the theme and evolving the construction of a framework that can aid managing industrial production processes.

A systematic literature review (SLR) was the method used to identify the relationships for integration in the current literature. The SLR was supported by content and cluster analysis. The analyzes identified relationships at two levels. The first level observed relationships for constructs and variables. The second, at the level of constructs and components, which detail the variables. This study also proposes an integrated conceptual framework showing these relationships at the construct, variable and component levels.

The results show how these three constructs are related and the study concludes by stating that there is stronger integration among I4.0 technologies and Lean practices for reaching ES. The SLR identified the main components that allowed for this integration, i.e. I4.0 technologies, Big Data, the internet of things and Lean practices, like reducing waste and customer needs.

From an academic standpoint, this study proposes new lines of research lines that have not been explored thus far, and can be developed via empirical studies, at the strategic and operational levels among different industrial sectors. Also, this study can help managers understand the integrations between Lean practices and I4.0 technologies to achieve better operational and environmental organizational results.

To the best of the knowledge, this study is the first of its kind using SLR to integrate Lean approaches, ES and I4.0 and to propose a unified framework to help managers and academics understand these relationships.

This study empirically tests a model of human capital (HC) factors affecting the organisational competitiveness (OC) of automotive parts suppliers in the Industry 4.0 framework, including concepts such as Toyota Kata (TK), Kaizen and Quality 4.0, during the coronavirus disease 2019 pandemic.

An instrument was created to measure emotional intelligence (EI) and analytical skill (AS) as input variables and OC as the output variable. The instrument was distributed electronically to Tier 1 non-technical employees in Nuevo León and Querétaro, México. A total of 195 surveys were obtained. The instrument used stepwise multiple linear regression.

This study proposes a model to strengthen the OC of Tier 1 automotive parts supply industry from the perspective of HC factors. Furthermore, it is shown that EI and AS have a positive and significant impact on OC.

From an HC perspective, this study provides a useful basis to improve OC for researchers, industry experts and managers at different levels of the automotive industry, including the triple helix (academia, industry and the government).

No studies simultaneously test the relationship of EI and AS to OC; therefore, this study fills a gap in the literature. Furthermore, the study explored the literature on individual Kaizen (IK) and TK, leading to a contrast between the definitions of EI and AS. Finally, for EI, a reference to motivation was found in the IK. In the case of AS, an orientation to ability of problem solving was found in TK.

Despite the technological paradigm shift presented to the architecture, engineering, construction and operations sector (AECO), the full-fledged acceptance of the building information modelling (BIM) methodology has been slower than initially anticipated. Indeed, this study aims to acknowledge the need for increasing supportive technologies enabling the use of BIM, attending to available human resources, their requirements and their tasks.

A complete case study is described, including the development process centred on design science research methodology followed by the usability assessment procedure validated by construction projects facility management operational staff.

Results show that participants could interact with BIM using openBIM processes and file formats naturally, as most participants reached an efficiency level close to that expected for users already familiar with the interface (i.e. high-efficiency values). These results are consistent with the reported perceived satisfaction and analysis of participants’ discourses through 62 semi-structured interviews.

The contributions of the present study are twofold: a proposal for a virtual reality openBIM framework is presented, particularly for the semantic enrichment of BIM models, and a methodology for evaluating the usability of this type of system in the AECO sector.