Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance

Detalhes bibliográficos
Autor(a) principal: Scanfone, Leila
Data de Publicação: 2017
Outros Autores: Torres Júnior, Noel
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Ciências da Administração
Texto Completo: https://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p75
Resumo: In the face of the strong growth and competition in the service sector, the demand for higher effectiveness in organizations of this area becomes increasingly present. In this context, new services should be developed through a service project that enables more efficient processes and to deliver an appropriate proposal of customer value. Hereupon, this study uses the Process-Chain-Network (PCN) diagram and its method of analysis to understand better the characteristics of innovations implemented in operations systems and their implications for the value proposition process on three services projects of customer service assistance offered by the Military Police of Minas Gerais. The data collected in the field through interviews, documents, and direct observations enabled the construction of the PCN diagram, and its analyze for each service. The results showed that the application of the method PCN Analysis is effective in understanding the differences and similarities in the innovations implemented in the service projects studied.
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spelling Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistanceCompreendendo as Inovações Empreendidas nos Sistemas de Operações de Serviços por meio do Método PCN Analysis: um estudo de múltiplos casos em serviços de atendimento ao cidadãoIn the face of the strong growth and competition in the service sector, the demand for higher effectiveness in organizations of this area becomes increasingly present. In this context, new services should be developed through a service project that enables more efficient processes and to deliver an appropriate proposal of customer value. Hereupon, this study uses the Process-Chain-Network (PCN) diagram and its method of analysis to understand better the characteristics of innovations implemented in operations systems and their implications for the value proposition process on three services projects of customer service assistance offered by the Military Police of Minas Gerais. The data collected in the field through interviews, documents, and direct observations enabled the construction of the PCN diagram, and its analyze for each service. The results showed that the application of the method PCN Analysis is effective in understanding the differences and similarities in the innovations implemented in the service projects studied.Diante do forte crescimento e competição no setor de serviços, a demanda por maior efetividade nas organizações deste setor se faz cada vez mais presente. Nesse contexto, novos serviços devem ser desenvolvidos por meio de um projeto de serviço que possibilite processos mais eficientes e que entregue uma proposta adequada de valor ao cliente. Posto isto, o presente trabalho utiliza o diagrama Process-Chain-Network (PCN) e o seu método de análise, para melhor compreender as características das inovações empreendidas nos sistemas de operações e suas implicações no processo de oferta de valor, em três projetos de serviços de atendimento ao cidadão, ofertados pela Polícia Militar de Minas Gerais. Os dados coletados em campo, por meio de entrevistas, documentos e observação direta, possibilitaram a construção do diagrama PCN e a análise do mesmo para cada serviço. Os resultados apontaram que a aplicação do método PCN Analysis é eficaz no entendimento das diferenças e similaridades existentes nas inovações empreendidas nos projetos de serviços estudados.Universidade Federal de Santa Catarina2017-05-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionEstudo de Múltiplos Casos; Entrevistas; Observação direta.application/pdfhttps://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p7510.5007/2175-8077.2017v19n47p75Revista de Ciências da Administração; V.19 N.47 Abril de 2017; 75-932175-80771516-3865reponame:Revista de Ciências da Administraçãoinstname:Universidade Federal de Santa Catarina (UFSC)instacron:UFSCporhttps://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p75/pdfCopyright (c) 2017 Revista de Ciências da Administraçãoinfo:eu-repo/semantics/openAccessScanfone, LeilaTorres Júnior, Noel2017-07-27T13:11:31Zoai:periodicos.ufsc.br:article/42509Revistahttp://www.periodicos.ufsc.br/index.php/admPUBhttps://periodicos.ufsc.br/index.php/adm/oairevista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br2175-80771516-3865opendoar:2017-07-27T13:11:31Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)false
dc.title.none.fl_str_mv Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
Compreendendo as Inovações Empreendidas nos Sistemas de Operações de Serviços por meio do Método PCN Analysis: um estudo de múltiplos casos em serviços de atendimento ao cidadão
title Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
spellingShingle Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
Scanfone, Leila
title_short Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
title_full Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
title_fullStr Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
title_full_unstemmed Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
title_sort Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance
author Scanfone, Leila
author_facet Scanfone, Leila
Torres Júnior, Noel
author_role author
author2 Torres Júnior, Noel
author2_role author
dc.contributor.author.fl_str_mv Scanfone, Leila
Torres Júnior, Noel
description In the face of the strong growth and competition in the service sector, the demand for higher effectiveness in organizations of this area becomes increasingly present. In this context, new services should be developed through a service project that enables more efficient processes and to deliver an appropriate proposal of customer value. Hereupon, this study uses the Process-Chain-Network (PCN) diagram and its method of analysis to understand better the characteristics of innovations implemented in operations systems and their implications for the value proposition process on three services projects of customer service assistance offered by the Military Police of Minas Gerais. The data collected in the field through interviews, documents, and direct observations enabled the construction of the PCN diagram, and its analyze for each service. The results showed that the application of the method PCN Analysis is effective in understanding the differences and similarities in the innovations implemented in the service projects studied.
publishDate 2017
dc.date.none.fl_str_mv 2017-05-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Estudo de Múltiplos Casos; Entrevistas; Observação direta.
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p75
10.5007/2175-8077.2017v19n47p75
url https://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p75
identifier_str_mv 10.5007/2175-8077.2017v19n47p75
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/2175-8077.2017v19n47p75/pdf
dc.rights.driver.fl_str_mv Copyright (c) 2017 Revista de Ciências da Administração
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2017 Revista de Ciências da Administração
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Santa Catarina
publisher.none.fl_str_mv Universidade Federal de Santa Catarina
dc.source.none.fl_str_mv Revista de Ciências da Administração; V.19 N.47 Abril de 2017; 75-93
2175-8077
1516-3865
reponame:Revista de Ciências da Administração
instname:Universidade Federal de Santa Catarina (UFSC)
instacron:UFSC
instname_str Universidade Federal de Santa Catarina (UFSC)
instacron_str UFSC
institution UFSC
reponame_str Revista de Ciências da Administração
collection Revista de Ciências da Administração
repository.name.fl_str_mv Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)
repository.mail.fl_str_mv revista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br
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