FATORES CRÍTICOS DE SUCESSO NO START UP DA REDE DE COMPUTADORES DO INMETRO XERÉM E REQUISITOS DE QUALIDADE PERCEBIDA VIA BENCHMARKING

• Ano de defesa: 2008
• Autor(a) principal: Oliveira, Fernando Antonio Malta de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Tendência tecnológica, Fatores Críticos de Sucesso, Qualidade Percebida; Technological tendency, Critical Factors of Success, Noticed Quality; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/20860

The world market of computer science changes in agreement with the new technological tendencies. A lot of times these tendencies happen in a quite accelerated speed. Technologies appear how being '' the new pattern '' in a certain sector and they disappear leaving a legacy, a lot of times of difficult solution. There are some years a new world tendency was thrown and quickly absorbed, but unhappily it was not also confirmed. Today the technology Assyncronous Transfer Mode (ATM) it is discontinued, in against departure we needed every time of more speed in the transmission of packages, through net. In this sector market slice Ethernet, already quite consolidated at the market, it develops her technology and Ethernet Full-Duplex changes for Ethernet Giga-Speed, and today it is seen as the new world tendency in transmission. This study bases on the lifted up prognostics for Porter (1986) on the apprenticeships of the Life Cycle of the Products and analysis of the evolution of the industry and of the product. The aspects were analyzed from relative Porter to the phase of start up of Inmetro Xerém's computer network and chosen the Critical Factors of Success considered more critical. Starting from these prognostics, two questionnaires were elaborated. In the first questionnaire about Critical Factors of Success the conceptual models of based Rockart were used in interviews that aid and they address the respondents in the identification of these Critical Factors of Success. In the second questionnaire for evaluation the perception of the noticed quality of the services rendered by the Computer Service, the model was used ServQual of Parassuraman, Zeithaml and Berry (1990).