Análise de Gaps no Desenvolvimento de Software para Clientes Internos
Análise de Gaps no Desenvolvimento de Software para Clientes Internos
Índice
1. Introdução
2. Enquadramento na literatura
3. Metodologia
4. Caso de Estudo
5. Conclusão
A actividade bancária vem sofrendo várias mudanças, marcadas, nomeadamente pela perda de rentabilidade e por dificuldades de liquidez. Entre as alterações no modelo de negócio, tem vindo a notar-se a evolução para um enquadramento suportado na infraestrutura tecnológica, com um peso crescente dos sistemas de informação, sendo necessário investir na sua eficiência operacional e alinhar as atividades com as necessidades e expectativas das diferentes partes interessadas.
De acordo com a lógica de “Qualidade de Serviço” associada ao modelo SERVQUAL, entende-se que aquela se traduz na discrepância entre o serviço esperado e percepcionado. O Modelo dos GAPs procura equacionar as discrepâncias que actuam cumulativamente para que aquela se verifique. Haverá, então, que caracterizar um conjunto de quatro gaps (discrepâncias), que vão desde as expectativas dos clientes à execução do serviço e à comunicação externa.
O presente trabalho foca-se na análise de cada uma destas discrepâncias no âmbito do desenvolvimento de software a pedido de clientes internos. Através da análise de indicadores e de auscultação das diferentes partes interessadas, procura-se caracterizar os principais motivos que originam cada uma das lacunas, o que permitirá o desenvolvimento de propostas de actuação visando um melhor ajustamento entre as expectativas dos clientes e o serviço fornecido.
Ricardo Monteiro Camacho is an Industrial Engineering and Management Master degree student, from Universidade Nova de Lisboa – Faculdade de Ciências e Tecnologias. His research interests are focused on Industrial and Quality Engineering, and Lean Services.
Elsa Bernardo Costa holds a Master’s degree in Operational Research and Systems Engineering from the Instituto Superior Técnico de Lisboa. She is the Coordinator of the Continuous Improvement team of the Department of Information System of CGD. Her work in this team have been focused in Quality Management and Lean Management, developing several projects in those fields, including the certification of the Quality Management System of this department and implementation of Lean methodology.
Rogério Puga-Leal received his PhD in Industrial Engineering from the Universidade Nova de Lisboa in 2000. He also holds post-graduations in Bank Management and Quality Engineering. He is a Professor at the Universidade Nova de Lisboa and is currently the Coordinator of the Master Degree in Industrial Engineering and Management as well as of the Quality Engineering Group, from the Department of Mechanical and Industrial Engineering. His research interests are focused on Industrial and Quality Engineering, notably as regards services environments. Among others, his research topics include SPC in
services, Lean Services, etc.. He is author of several publications in those fields and regular speaker in conferences and seminars.
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Modelo dos GAPs; SERVQUAL; Sistemas de Informação; Qualidade de Serviço.
