Exportar Publicação

A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Pereira, J., Martins, A. L. & Pereira, R. (2018). Process analysis using business process management: a case study on incident management. In Leandro Añibano, Rogério Marques Serrasqueiro (Ed.), XVIII Encuentro Internacional AECA. Lisboa: Asociación Española de Contabilidad y Administración de Empresas.
Exportar Referência (IEEE) 
J. M. Pereira et al.,  "Process analysis using business process management: a case study on incident management", in XVIII Encuentro Internacional AECA, Leandro Añibano, Rogério Marques Serrasqueiro, Ed., Lisboa, Asociación Española de Contabilidad y Administración de Empresas, 2018
Exportar BibTeX 
@inproceedings{pereira2018_1713619876618,
	author = "Pereira, J. and Martins, A. L. and Pereira, R.",
	title = "Process analysis using business process management: a case study on incident management",
	booktitle = "XVIII Encuentro Internacional AECA",
	year = "2018",
	editor = "Leandro Añibano, Rogério Marques Serrasqueiro",
	volume = "",
	number = "",
	series = "",
	publisher = "Asociación Española de Contabilidad y Administración de Empresas",
	address = "Lisboa",
	organization = "Asociación Española de Contabilidad y Administración de Empresas"
}
Exportar RIS 
TY  - CPAPER
TI  - Process analysis using business process management: a case study on incident management
T2  - XVIII Encuentro Internacional AECA
AU  - Pereira, J.
AU  - Martins, A. L.
AU  - Pereira, R.
PY  - 2018
CY  - Lisboa
AB  - Business process management is widely used to improve companies’ competitive level. Incident management is a critical process as it supports the main services of an organization. Its speed and accuracy are paramount to companies. This research aims at analysing an incident management process of a global company and produce managerial recommendations on how to improve its performance. A case study approach is conducted. Process analysis is conducted based in interviews, direct observation, and focus group to assure data triangulation. Process improvement is based on the goals of the process and managerial recommendations are provided to support that improvement.
ER  -