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| 5.7 MB | Adobe PDF |
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Abstract(s)
O presente estudo pretende contribuir para uma maior eficácia na gestão integrada dos processos de assistências e de reparações. A expressão “No poupar é que está o ganho”, é portuguesa e continua atual aplicando-se pelo facto de nos permitir poupar tempo, mas também pelo facto de determinados processos poderem ser mais ágeis, eficientes e rápidos o que naturalmente poderá até tornar o procedimento mais barato e proporcionar uma gestão mais eficientes dos produtos em stock. Verifica-se, porém, que na maior parte das empresas de assistência nacionais ainda não existe uma solução de gestão de assistências (clientes e produtos) configurável mediante o tipo de empresa dado que os materiais e as próprias fichas de assistência podem variar. Neste sentido, após termos identificado esta lacuna, e considerando que atualmente não podemos aceitar nem compactuar com desperdícios dado que isso afetará a rentabilidade e a qualidade de serviços prestados. Considerando que existe a necessidade de recorrer a serviços informáticos de maneira a garantir um processo mais eficiente, planeamos e desenhamos uma solução que pudesse contribuir para a resolução do problema identificado e criou-se a solução CUBE. Neste trabalho foi realizado um estudo com o objetivo de entender e enumerar os vários processos relacionados com a gestão de assistências, para que os resultados deste possam ser convertidos numa aplicação que consiga satisfazer essas necessidades. No desenvolvimento da aplicação teve-se um especial cuidado com a facilidade de implementação do sistema e com o design da interface deste. A solução desenvolvida é parametrizável e personalizável no sentido de se adaptar a diferentes tipologias de empresas de assistência. A solução CUBE foi testada por inúmeros utilizadores recorrendo a dois grupos distintos (uns a quem foi apresentada a aplicação e outros a quem não foi dada qualquer ajuda prévia) e os resultados foram apresentados. O documento termina com as conclusões e apresentação do trabalho futuro.
The present study aims to contribute to a greater effectiveness in the integrated management of the technical assistance and repair processes. The expression “the gain is in the savings”, is Portuguese and is still current because it allows us to save time, but also because certain processes can become more agile, efficient and fast which of course can even make the procedure cheaper and provide a more efficient management of products in stock. However, in most national companies that provide technical assistances there is still no technical assistance management solution (customers and products) which can be configurable by taking into account the different assistance sheets needed. In this sense, after identifying this gap and considering that currently we cannot accept waste as this will affect the profitability and quality of services provided. Considering that there is a need to use computer services to ensure a more efficient process, we planned and designed a solution that could contribute to solving the identified problem resulting in the creation of the CUBE solution. In this work a study was carried out to understand and enumerate the various processes related to technical assistance management, so that the results could be converted into an application that could meet those needs. In the development of the application, we took special care with the ease of implementation of the system and with its interface design. The developed solution is parameterizable and customizable in order to adapt to different types of technical assistance companies. The CUBE solution has been tested by numerous users using two distinct groups (some were presented to the app while others were not given any prior help) and the results were presented. The paper ends with the conclusions and presentation of future work.
The present study aims to contribute to a greater effectiveness in the integrated management of the technical assistance and repair processes. The expression “the gain is in the savings”, is Portuguese and is still current because it allows us to save time, but also because certain processes can become more agile, efficient and fast which of course can even make the procedure cheaper and provide a more efficient management of products in stock. However, in most national companies that provide technical assistances there is still no technical assistance management solution (customers and products) which can be configurable by taking into account the different assistance sheets needed. In this sense, after identifying this gap and considering that currently we cannot accept waste as this will affect the profitability and quality of services provided. Considering that there is a need to use computer services to ensure a more efficient process, we planned and designed a solution that could contribute to solving the identified problem resulting in the creation of the CUBE solution. In this work a study was carried out to understand and enumerate the various processes related to technical assistance management, so that the results could be converted into an application that could meet those needs. In the development of the application, we took special care with the ease of implementation of the system and with its interface design. The developed solution is parameterizable and customizable in order to adapt to different types of technical assistance companies. The CUBE solution has been tested by numerous users using two distinct groups (some were presented to the app while others were not given any prior help) and the results were presented. The paper ends with the conclusions and presentation of future work.
Description
Keywords
Gestão de Assistências Gestão de Stock Gestão de clientes Aplicação Web Technical assistances management Stock management Client Management Web Application