Publicação em atas de evento científico
Process analysis using business process management: a case study on incident management
João Manuel Silva Pereira (Pereira, J.); Ana Martins (Martins, A. L.); Rúben Pereira (Pereira, R.);
XVIII Encuentro Internacional AECA
Ano
2018
Língua
Inglês
País
Portugal
Mais Informação
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Abstract/Resumo
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.
Agradecimentos/Acknowledgements
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Palavras-chave
Business Process Management,Case study,Incident management,Process analysis
Registos de financiamentos
Referência de financiamento Entidade Financiadora
UID/GES/00315/2013 Fundação para a Ciência e a Tecnologia
UID/MULTI/0446/2013 Fundação para a Ciência e a Tecnologia