Technical Noncompliance Evaluation Criteria for Sustainable Production of IT Support Services in the Ministry of Work and Employment at Brazil

摘要

The design and materialization of quality indicators for support services in information technology are still activities of difficult execution in Brazil. The very analysis of noncompliances is often done improperly, as in Ministry of Work and Employment, with no standardized classification routines to aid management tasks. In addition, the high number of mistakes in recognizing the nature of the problems to be solved lead to an increasing cost of displacement of technicians, since there are no teams in Regional Superintendencies of Work and Employment to meet local demands. Present work discusses and proposes a technique for sizing noncompliance during audit processes on support services in situations where a robust quality program was not deployed yet. The central idea is to establish indicators geographically adjusted to reflect reality with minimum distortions to guide the endeavor for cost containments as well as to give contributions to minimize environmental impacts due to the excessive transport of specialized people.