Metodologia para estabelecimento de métricas para empresas de serviços. / Metodology for origination metrics to services organizations.
AUTOR(ES)
Márcio Siqueira
DATA DE PUBLICAÇÃO
2007
RESUMO
Performance measurement is extremely important to evaluate organizations performance, depicting even better results if they are validated and become sub-sector metrics, guiding in a reliable way the decision-making process based on them. The main purpose of this study is to propound a methodology which provides the establishment of metrics to outsourcing companies. One of the specific targets is to analyse the feasibility of the proposed methodology in a set of selected enterprises in a service sub-sector; in this case, highway service suppliers in the state of Sao Paulo. It is proposed a methodology that selects from enterprises sub-sectors, so that they can participate in the whole process, from data gathering to the metrics achievement, which are the validated performance indicators. The TL 9000, from telecommunications sector, supports the data gathering proposed methods. This study describes some performance indicators based on the seven performance criteria proposed by Sink and Tuttle (1993) and evaluated under the competitive aspects from Slack (1993), in addition to other authors who corroborate the proposed methodology. Some metrics have been extracted from these indicators, which allow conclusions over the highway service suppliersperformances. It is important to emphasize that these proposed metrics are focused on quantity, measuring the studied service supplying companiesperformances.
ASSUNTO(S)
indicadores concessões públicas services rodovias serviços ratio métricas metrics concessionaries publics highway
