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Abstract(s)
A gestão da tecnologia é uma vertente da gestão cada vez mais importante na constante evolução tecnológica que afeta o mercado global. A indústria automóvel é um dos setores onde o avanço tecnológico mais se evidencia como um fator primordial de sucesso.
Fazendo parte desta indústria, o sector após-venda tem assumido uma importância crescente, congregando à sua volta outros sectores, numa integração suportada por sistemas de informação de complexidade crescente que se tornaram indispensáveis à atividade de toda a organização.
Este trabalho apresenta um projeto de implementação de um novo sistema de informação no serviço após-venda da BMW. O objetivo deste projeto é a integração de um novo sistema de informação, designado por autoVHC, no seio dos processos da empresa. Esta implementação foi acompanhada de uma gestão ativa e de um acompanhamento permanente dos processos junto dos seus intervenientes. A partir deste projeto, desenvolveu-se esta dissertação que apresenta uma pesquisa geral sobre o tema, descreve as etapas do projeto e faz uma análise do impacto desta nova incorporação na organização.
Os resultados mostram que a hipótese de gestão e acompanhamento permanente da evolução dos processos resulta na diminuição das perturbações causadas pelos principais problemas associados à integração de sistemas de informação. Da análise conclui-se igualmente que a qualidade dos processos específicos do sistema de informação contribui para aumentar a produtividade e eficiência dos processos que compõem o serviço após-venda automóvel.
The management of technology is a branch of management with increasingly importance in the technological evolution of global market. The automotive industry is one of the sectors where technological advancement most evident be a key success factor. As part of this industry, the aftersales service has assumed a growing importance, congregating around other sectors, supported by an integration of increasingly complex information systems that have become indispensable to the activity of the entire organization. This paper presents a project to implement a new information system for after-sales service of BMW. The objective of this project is the integration of a new information system, called autoVHC, within company processes. This implementation was attended by active management and continuous monitoring of processes with its participants. From this project, this dissertation was developed to presents a general research on the topic, describes the stages of the project and analyzes the impact of this new integration into the organization. The results show that the hypothesis of ongoing management and monitoring of the evolution of processes, results in decreasing the disruption caused by major problems associated with integrating information systems. From the analysis it is also concluded that the quality of the specific processes of information system helps to increase the productivity and efficiency of the processes that make up the automotive after-sales service.
The management of technology is a branch of management with increasingly importance in the technological evolution of global market. The automotive industry is one of the sectors where technological advancement most evident be a key success factor. As part of this industry, the aftersales service has assumed a growing importance, congregating around other sectors, supported by an integration of increasingly complex information systems that have become indispensable to the activity of the entire organization. This paper presents a project to implement a new information system for after-sales service of BMW. The objective of this project is the integration of a new information system, called autoVHC, within company processes. This implementation was attended by active management and continuous monitoring of processes with its participants. From this project, this dissertation was developed to presents a general research on the topic, describes the stages of the project and analyzes the impact of this new integration into the organization. The results show that the hypothesis of ongoing management and monitoring of the evolution of processes, results in decreasing the disruption caused by major problems associated with integrating information systems. From the analysis it is also concluded that the quality of the specific processes of information system helps to increase the productivity and efficiency of the processes that make up the automotive after-sales service.
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Keywords
Autovhc Gestão da Informação Impacto Implementação Integração Processos Qualidade Sistema de Informação