Modelo construtivista de avaliação do potencial da terceirização de tecnologia da informação na Federação das Indústrias do Estado de SC

• Autor(a) principal: Demetrio, Sandro Natalino
• Data de Publicação: 2016
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Universitário da Ânima (RUNA)
• Texto Completo: https://repositorio.animaeducacao.com.br/handle/ANIMA/15105
• topic: Terceirização de TI; Avaliação de desempenho; ProKnow-C; Metodologia multicritério de avaliação de desempenho – construtivista (MCDA-C)

The essentiality of IT for organizations associated with increased competitiveness and dynamic changes that take place in an increasingly short cycle brings with it a demand for alternatives that enable efficient management. In this context, IT outsourcing, for present as predominant among the alternatives adopted by IT managers today, was the subject of this research. This paper therefore proposes to structure a decision support model, seeking to demonstrate the scientific contribution of the Performance Evaluation applied to IT services to support the decision-making process for IT outsourcing. Therefore, this study used two instruments: Proknow-C (Knowledge Development Process-Constructivist), applied to the bibliographic portfolio selection and systemic analysis of the literature, which identified gaps in knowledge and scientific contribution opportunities; and MCDA-C (Multicriteria Methodology Decision Support - Constructivist) applied in the case study development at the Federation of Industries of the State of SC (FIESC). The study results indicate the contribution of the Performance Evaluation of the principles in the decision-making process for IT outsourcing FIESC, listing the aspects related to an IT service as to their level of suitability and potential for outsourcing. The contributions were evidenced by the formation of a bibliographic portfolio, bibliometric analysis of the portfolio and systemic analysis to identify gaps. Complementing a model consisting of 108 indicators for identification of IT outsourcing potential was presented, and, consequently, made the measurement of an IT service as an example, and proposed improvements to 11 indicators that were critical level. The model enabled the identification of the status quo of an IT service and establishment of the its desired status. With its desired status quo stablished, the information was used to propose actions to improve the IT service, making the IT service more suitable for outsourcing. Final considerations are did make to highlight the model's contribution, and especially the knowledge generated from the construction process.