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IPT - Instituto de Pesquisas Tecnologicas

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- Solid background in Information Technology, Internet, and…

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  • Dell Technologies

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Publicaciones

  • Uso do QFD na elaboração de uma proposta para fornecimento de serviços de TI

    IPT

    To improve productivity and lower costs, many companies have concentrated their direct activities in their core competences, outsourcing services such as IT infrastructure operation and management to third party service providers. The most cited justifications for outsourcing are based on provider’s technical and managerial expertise, qualified human resources and benefits of scale, enabling cost effective and high quality services. For many companies, the actual results of outsourcing…

    To improve productivity and lower costs, many companies have concentrated their direct activities in their core competences, outsourcing services such as IT infrastructure operation and management to third party service providers. The most cited justifications for outsourcing are based on provider’s technical and managerial expertise, qualified human resources and benefits of scale, enabling cost effective and high quality services. For many companies, the actual results of outsourcing are below expectations. According to Dun & Bradstreet, from 20% to 25% of outsourced projects fail in less than two years; the failure rate increases to 50% in up to five years. Reported causes include costs exceeding approved budgets or unacceptable quality of services provided. References on outsourcing include methods to improve service performance, reduce risks and perfect contractual clauses, most centered on the perspective of the contractor of those services. This work is centered on the perspective of the service provider and proposes a method to assist in the preparation of proposals that satisfy the client’s requirements and reduce the risk of possible problems in the future. The proposed method is based in the QFD (Quality Function Deployment) model that allows the deployment of service requirements into the solution’s specifications. The process stimulates the cooperation among team , brings commitment and common view of the proposed solution by client and provider, early in the process of solution build-up. The final goal of the method is to generate a solution that best fits the clients needs and reduces future risks for the service provider. As additional benefits, the QFD method allows the estimation of the contribution of each requirement into the final cost of the solution, and a competitive analysis vis a vis the other competitors for the outsourced services. The viability of the proposed process was tested with a proof of concept in a real case.

Cursos

  • Mestrado em Engenharia de Computação

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Idiomas

  • English

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