Modularidade em serviços: aplicação em uma empresa de telecomunicações

Marina Battistella Luna, Diego Fettermann, Paulo A Cauchick Miguel

Resumo


A crescente participação dos serviços na economia alterou a forma como as empresas gerenciam e desenvolvem os seus serviços. Esta transformação direciona as empresas para o desenvolvimento e aplicação de metodologias e ferramentas que contribuam para uma redução dos efeitos operacionais de uma maior variedade de serviços oferecidos pelas empresas. Uma das estratégias mais referenciadas para esta finalidade é a modularidade aplicada a serviços. Nesse contexto, este trabalho propõe uma aplicação dos princípios de modularidade para o desenvolvimento de serviços em uma empresa do setor Telecomunicações. A construção da proposta foi realizada a partir de uma revisão da literatura sobre métodos para a promoção da modularidade, tanto no desenvolvimento de novos produtos quanto de serviços. A aplicação realizada busca atender uma lacuna na literatura relacionada à adaptação da modularidade às características do serviço a ser desenvolvido. Dentre os resultados, o trabalho apresenta um roteiro para a aplicação da modularidade no desenvolvimento de um serviço da empresa, ilustrando o potencial de sua aplicação na modularização de serviços.


Palavras-chave


Modularidade, Serviços, Desdobramento da Função Qualidade

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Referências


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DOI: http://dx.doi.org/10.14488/1676-1901.v17i2.2616

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