Technical Noncompliance Evaluation Criteria for Sustainable Production of IT Support Services in the Ministry of Work and Employment at Brazil

Abstract : The design and materialization of quality indicators for support services in information technology are still activities of difficult execution in Brazil. The very analysis of noncompliances is often done improperly, as in Ministry of Work and Employment, with no standardized classification routines to aid management tasks. In addition, the high number of mistakes in recognizing the nature of the problems to be solved lead to an increasing cost of displacement of technicians, since there are no teams in Regional Superintendencies of Work and Employment to meet local demands. Present work discusses and proposes a technique for sizing noncompliance during audit processes on support services in situations where a robust quality program was not deployed yet. The central idea is to establish indicators geographically adjusted to reflect reality with minimum distortions to guide the endeavor for cost containments as well as to give contributions to minimize environmental impacts due to the excessive transport of specialized people.
Type de document :
Communication dans un congrès
Vittal Prabhu; Marco Taisch; Dimitris Kiritsis. 20th Advances in Production Management Systems (APMS), Sep 2013, State College, PA, United States. Springer, IFIP Advances in Information and Communication Technology, AICT-415 (Part II), pp.326-333, 2013, Advances in Production Management Systems. Sustainable Production and Service Supply Chains. 〈10.1007/978-3-642-41263-9_40〉
Liste complète des métadonnées

Littérature citée [11 références]  Voir  Masquer  Télécharger

https://hal.inria.fr/hal-01451774
Contributeur : Estelle Nivault <>
Soumis le : mercredi 1 février 2017 - 14:15:58
Dernière modification le : vendredi 1 décembre 2017 - 01:15:32

Fichier

978-3-642-41263-9_40_Chapter.p...
Fichiers produits par l'(les) auteur(s)

Licence


Distributed under a Creative Commons Paternité 4.0 International License

Identifiants

Citation

Nilo Serpa, Ivanir Costa, Antônio Araújo Neto. Technical Noncompliance Evaluation Criteria for Sustainable Production of IT Support Services in the Ministry of Work and Employment at Brazil. Vittal Prabhu; Marco Taisch; Dimitris Kiritsis. 20th Advances in Production Management Systems (APMS), Sep 2013, State College, PA, United States. Springer, IFIP Advances in Information and Communication Technology, AICT-415 (Part II), pp.326-333, 2013, Advances in Production Management Systems. Sustainable Production and Service Supply Chains. 〈10.1007/978-3-642-41263-9_40〉. 〈hal-01451774〉

Partager

Métriques

Consultations de la notice

152

Téléchargements de fichiers

16