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

Authors

  • Leila Scanfone Universidade Federal de Minas Gerais
  • Noel Torres Júnior Universidade Federal de Minas Gerais

DOI:

https://doi.org/10.5007/2175-8077.2017v19n47p75

Abstract

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.

Author Biographies

Leila Scanfone, Universidade Federal de Minas Gerais

Doutoranda em Administração pela Universidade Federal de Minas Gerais, mestrado em Administração pela Pontifícia Universidade Católica de Minas Gerais (2006), especialização em Educação a Distância  e em Docência no Ensino Superior pelo Sistema Aberto de Educação (2009) e em Design Instrucional para EaD Virtual pela Universidade Federal de Itajubá  e graduação em Administração pela Pontifícia Universidade Católica de Minas Gerais (2004). Professora Titular do Grupo Educacional Unis nos cursos presenciais e a distância de graduação e pós-graduação.

Noel Torres Júnior, Universidade Federal de Minas Gerais

Bolsista MEC/SESu/CAPES no Programa de Educação Tutorial do Curso de Administração. Graduação em Engenharia Mecânica pela Universidade Federal de Minas Gerais (1991), especialização em Gestão Estratégica pela Universidade Federal de Minas Gerais (1998), especialização em Engenharia da Qualidade pela Pontifícia Universidade Católica de Minas Gerais (1994), Especialização em Estatística pela Universidade Federal de Minas Gerais (2012), Foi Engenheiro e Auditor da Qualidade pela Sociedade Americana de Qualidade (ASQ/USA), mestre em Engenharia de Produção pela Universidade Federal de Minas Gerais (2001) e doutor em Engenharia de Produção pela Universidade de São Paulo (2007). Atualmente é Professor Adjunto da Universidade Federal de Minas Gerais. Tem experiência na área de Administração da Produção, trabalhando como Engenheiro da Qualidade, de Processos e consultor. Atuando principalmente nos seguintes temas: Gestão de Serviços, Gestão de operações de serviços, Gestão da Qualidade, Análise e Modelagem de Processos.

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Published

2017-05-01

How to Cite

Scanfone, L., & Torres Júnior, N. (2017). Understanding the Innovations Implemented in the Service Operations Systems Through the method PCN Analysis: a multiple case study on customer service assistance. Revista De Ciências Da Administração, 1(1), 75–93. https://doi.org/10.5007/2175-8077.2017v19n47p75

Issue

V.19 N.47 Abril de 2017

Section

Articles

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