A BRAZILIAN LOOK AT PRACTICES OF RECOVERY SERVICE: FRAMEWORK FOR CONCEPTS, PRINCIPLES AND PRACTICES ADOPTED.

• Autor(a) principal: Gurgel, Judson da cruz
• Data de Publicação: 2012
• Outros Autores: Nóbrega, Kleber Cavalcanti, Souza, Tereza de
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Sistemas & Gestão
• Texto Completo: https://www.revistasg.uff.br/sg/article/view/V6N4A5
• topic: Recovery Services; Recovery Practices; Failure Recovery; Recovery Services; Recovery Practices; Failure Recovery; recuperação de serviços; práticas de recuperação; recuperação de falhas.; Recuperação de Serviços

The importance that the services are gaining in demand from companies in the world economy practices and efficient processes in order to offer customer service with high standards of performance. However well planned procedures that are a company, there is always the possibility of occurrence of failures at the time of his execution. In this context, the recovery of service failures becomes an important tool for the competitiveness of organizations. The objective of this study is to identify the key elements for a systematic disaster recovery services. To this end we carried out a research work of international authors considered reference concepts of disaster recovery services and national studies on the subject. First, research was done on national studies published in the Annals of ENANPAD ENEGEP and in national journals with QUALIS stratum A1, A2, B1 and B2 and theses and dissertations found through the search engine database of theses and dissertations from CAPES in the years 2001 to 2010. This step identified by reference authors considered the frequency and intensity with which they are cited. Then a survey was done in the works of authors considered a reference to identify the elements highlighted by them as an important part of a systematic disaster recovery services. Later another survey was conducted on National for comparison with the works of authors considered references. In theoretical approaches have been detailed by these authors, as well as considerations about failures and recovery services. After examining the literature and application of the method were found similar and complementary elements in the different approaches studied, which led to the development of a systematic process for the recovery of service failures based on the adoption of such guidelines. This study is an analysis of various approaches, providing insight on the elements that compose them. From these, we could suggest a systematic proposal through an intersection of several approaches. This model consists of four steps, consisting of the elements of service recovery in the research study, considered as guidelines for the performance of each stage. At the end of the study were presented recommendations for future studies, contributing to the production of knowledge in the field of disaster recovery services, a demonstration that there is still much to be explored in relation to this matter.