DocumentCode :
627442
Title :
Quality improvement and quantitative modeling — Using mashups for human error prevention
Author :
Dos Santos, Carlos Raniery Paula ; Zambenedetti Granville, Lisandro ; Shwartz, Larisa ; Anerousis, Nikos ; Loewenstern, David
Author_Institution :
Inst. of Inf., UFRGS, Porto Alegre, Brazil
fYear :
2013
fDate :
27-31 May 2013
Firstpage :
143
Lastpage :
150
Abstract :
Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance - in terms of effectiveness, productivity, and quality - of services are a key focus area for companies in the IT industry. The existence of human operators in this industry, although required, may introduce defects in the process. In IT service provider organizations, preventing human errors from affecting the system is critical because of the strict requirements for quality. Our work in this paper is inspired by Six Sigma and is based on partial automation and process redesign to prevent human errors from occurring, or at least to reduce their frequency. In particular, we analyze the usage of mashups as an effective approach to cope with errors introduced by human operators while performing their daily activities in the context of IT Service Management (ITSM).
Keywords :
DP industry; Internet; human factors; personnel; process design; six sigma (quality); IT industry; IT service management; IT service provider organizations; ITSM; human error prevention; mashups; partial automation; process redesign; quality improvement; quantitative modeling; six sigma; Automation; Companies; Context; Heart; Mashups; Productivity;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Integrated Network Management (IM 2013), 2013 IFIP/IEEE International Symposium on
Conference_Location :
Ghent
Print_ISBN :
978-1-4673-5229-1
Type :
conf
Filename :
6572980
Link To Document :
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