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acessibilidade

http://hdl.handle.net/10071/16862
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acessibilidade
DC FieldValueLanguage
dc.contributor.authorPereira, J.-
dc.contributor.authorMartins, A. L.-
dc.contributor.authorPereira, R.-
dc.contributor.editorLeandro Añibano, Rogério Marques Serrasqueiro-
dc.date.accessioned2018-12-06T12:02:19Z-
dc.date.available2018-12-06T12:02:19Z-
dc.date.issued2018-
dc.identifier.urihttps://ciencia.iscte-iul.pt/id/ci-pub-50593-
dc.identifier.urihttp://hdl.handle.net/10071/16862-
dc.description.abstractBusiness process management is widely used to improve companies’ competitive level. Incident management is a critical process as it supports the main services of an organization. Its speed and accuracy are paramount to companies. This research aims at analysing an incident management process of a global company and produce managerial recommendations on how to improve its performance. A case study approach is conducted. Process analysis is conducted based in interviews, direct observation, and focus group to assure data triangulation. Process improvement is based on the goals of the process and managerial recommendations are provided to support that improvement.eng
dc.language.isoeng-
dc.publisherAsociación Española de Contabilidad y Administración de Empresas-
dc.relationUID/GES/00315/2013-
dc.relationUID/MULTI/0446/2013-
dc.rightsopenAccess-
dc.subjectBusiness Process Managementeng
dc.subjectCase studyeng
dc.subjectIncident managementeng
dc.subjectProcess analysiseng
dc.titleProcess analysis using business process management: a case study on incident managementeng
dc.typeconferenceObject-
dc.event.typeConferênciapt
dc.event.locationLisboaeng
dc.event.date2018-
dc.peerreviewedyes-
dc.journalXVIII Encuentro Internacional AECA-
degois.publication.locationLisboaeng
degois.publication.titleProcess analysis using business process management: a case study on incident managementeng
dc.description.versioninfo:eu-repo/semantics/acceptedVersion-
Appears in Collections:ISTAR-CRI - Comunicações a conferências internacionais
BRU-CRI - Comunicações a conferências internacionais

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