Service Model Based on Information Technology Outsourcing for the Reduction of Unfulfilled Orders in an SME of the Peruvian IT Sector

被引：0

作者：

Bobadilla, Renato ^{[1
]}

Mendez, Alejandra ^{[1
]}

Viacava, Gino ^{[1
]}

Raymundo, Carlos ^{[2
]}

Moguerza, Javier M. ^{[3
]}

机构：

[1] Univ Peruana Ciencias Aplicadas UPC, Escuela Ingn Ind, Lima, Peru

[2] Univ Peruana Ciencias Aplicadas UPC, Direcc Invest, Lima, Peru

[3] Univ Rey Juan Carlos, Escuela Super Ingn Informat, Madrid, Spain

来源：

ADVANCES IN ARTIFICIAL INTELLIGENCE, SOFTWARE AND SYSTEMS ENGINEERING | 2020年 / 965卷

关键词：

Process management; Service models based on IT outsourcing; Knowledge management; Change management; 5S management;

D O I：

10.1007/978-3-030-20454-9_32

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

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%.

引用

页码：311 / 321

页数：11

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