Uma abordagem para melhoria da qualidade nos processos de prestação de serviços por empresas de informática

Abstract

This research work presents an approach that makes it possible to map the processes of a computer company, in order to identify and analyze them in order to implement quality improvements in the provision of services to its customers. The choice of the theme was due to the importance that the improvement of the quality of organizational processes represents for companies, especially IT companies, which continuously seek efficiency and effectiveness in their processes, through their identification, analysis, and measurement for their evaluation. . All the processes carried out by the company were identified and in each scenario it was possible to analyze the current state (AS-IS) and propose a desired future state (TO-BE) with the proposed improvements. The ITIL methodology was used to redesign the services and the SERVQUAL methodology for the definition of indicators related to quality in the provision of the service. The analysis of the proposed scenarios allowed identifying which activities or stages have some type of failure or impediments that need intervention to correct them so that they do not compromise the process as a whole. The results show the implementation of the proposed approach to improve the quality of IT service provision processes, from the perspective of the proposed objectives, bringing reliability, security, customer satisfaction and efficiency and effectiveness in the execution of the work