Técnicas para garantia de qualidade fim-a-fim em serviços de telecomunicações digitais. / Tools and methodologies for end-to-end quality assurance in digital telecommunications services.

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

This work presents a set of concepts, tools and methodologies that, if applied together, allow telecommunications service providers and developers to better fulfill their customersexpectations. This set of tools was created by identifying and selecting concepts and methodologies originally developed for deployment on different industries: manufacturing, consumer goods development, communications network management, corporate management and so on. The selected tools include concepts from Total Quality Management, the works of the TeleManagement Forum and the models developed by the Brazilian National Foundation for Quality (FNQ). These selected concepts and methodologies were then positioned over a set of conceptual maps and diagrams that aim to model the interaction between consumers, their service providers and the entities that develop services for the later. As such, this work starts from a broad range of techniques that come from very different knowledge fields and proposes a way to integrate them in an optimized set for application on the telecommunications industry.

ASSUNTO(S)

ngoss desenvolvimento de produtos quality management six sigma product development modelos organizacionais technology convergence telecommunications convergência tecnológica etom telecomunicações administração da qualidade organizational models qfd

ACESSO AO ARTIGO

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