TY - GEN
T1 - Service Model Based on Information Technology Outsourcing for the Reduction of Unfulfilled Orders in an SME of the Peruvian IT Sector
AU - Bobadilla, Renato
AU - Mendez, Alejandra
AU - Viacava, Gino
AU - Raymundo, Carlos
AU - Moguerza, Javier M.
N1 - Publisher Copyright:
© 2020, Springer Nature Switzerland AG.
PY - 2019
Y1 - 2019
N2 - In the current market, small- and medium-sized companies (SMEs) face losses due to poor process control. The core activities of information technology (IT) outsourcing service companies are to provide outsourcing services related to technology and information control, which is why it is crucial to work with standardized, efficient processes, to not affect the main process and resources involved. In this document, a case study of an SME is evaluated, related to a deficient billing process, which is not able to fulfill all of its orders. To solve the problem, we propose an IT outsourcing service model, based on the management of processes, knowledge, and change. After the model was validated, it was evidenced that it allowed the integration and finalization of the services provided by the company, increasing the monthly income by 80%.
AB - In the current market, small- and medium-sized companies (SMEs) face losses due to poor process control. The core activities of information technology (IT) outsourcing service companies are to provide outsourcing services related to technology and information control, which is why it is crucial to work with standardized, efficient processes, to not affect the main process and resources involved. In this document, a case study of an SME is evaluated, related to a deficient billing process, which is not able to fulfill all of its orders. To solve the problem, we propose an IT outsourcing service model, based on the management of processes, knowledge, and change. After the model was validated, it was evidenced that it allowed the integration and finalization of the services provided by the company, increasing the monthly income by 80%.
KW - 5S management
KW - Change management
KW - Knowledge management
KW - Process management
KW - Service models based on IT outsourcing
UR - https://www.scopus.com/pages/publications/85067676648
U2 - 10.1007/978-3-030-20454-9_32
DO - 10.1007/978-3-030-20454-9_32
M3 - Contribución a la conferencia
AN - SCOPUS:85067676648
SN - 9783030204532
T3 - Advances in Intelligent Systems and Computing
SP - 311
EP - 321
BT - Advances in Artificial Intelligence, Software and Systems Engineering - Proceedings of the AHFE International Conference on Human Factors in Artificial Intelligence and Social Computing, the AHFE International Conference on Human Factors, Software, Service and Systems Engineering, and the AHFE International Conference of Human Factors in Energy, 2019
A2 - Ahram, Tareq
PB - Springer Verlag
T2 - AHFE International Conference on Human Factors in Artificial Intelligence and Social Computing, the AHFE International Conference on Human Factors, Software, Service and Systems Engineering, and the AHFE International Conference of Human Factors in Energy, 2019
Y2 - 24 July 2019 through 28 July 2019
ER -