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Previous issue date: 2007-04-02 / After the spilt of TELEBRAS that started the consolidation of the Telecommunications in the Brazilian market, which goes through the reduction in the operational costs of the operators of Personal Mobile Service (PMS). The integration of the business processes with the outsourcing companies shall be considered as part of the Work Force Management (WFM) process that was transferred outside the operator s border. The outsourcing of work force should be used as main condition in reduction of these costs. This document presents a new model for implementation of the WFM associated with a Service level Agreement (SLA) with performance indicators and targets pre-established in a signed contract between the parties, and focused on the macro process for guarantee of quality in the enhanced Telecommunications Operation Map (eTOM). This model allows the process to manage outside the operator s borders by using resources B2B, WAP and SMS in external environment defined by the eTOM model, as for proper human resources and as well for outsourcing companies in a more collaborative form. / Ap?s a cis?o da TELEBR?S, deu-se in?cio ? consolida??o do mercado brasileiro de telecomunica??es que passa pela redu??o dos custos operacionais das operadoras de Servi?o M?vel Pessoal (SMP). A integra??o dos processos de neg?cio com as empresas terceirizadas deve considerar que parte do processo de Ger?ncia da For?a de Trabalho (GFT) foi deslocado para fora das fronteiras da operadora. A terceiriza??o da for?a de trabalho vem sendo utilizada como principal forma de redu??o destes custos. Este trabalho, apresenta um novo modelo para a implementa??o da GFT associada a um Acordo de N?vel de Servi?o (Service Level Agreement - SLA) com indicadores de desempenho e metas pr?-estabelecidos num contrato firmado entre as partes e focado no macro processo de garantia de qualidade do enhanced Telecommunications Operation Map (eTOM). Esse modelo, permite gerenciar o processo al?m das fronteiras da operadora utilizando recursos B2B, WAP e SMS no ambiente externo definido pelo modelo eTOM, tanto para recursos humanos pr?prios quanto para empresas terceirizadas de forma mais colaborativa.
| Identifer | oai:union.ndltd.org:IBICT/oai:tede.bibliotecadigital.puc-campinas.edu.br:tede/483 |
| Date | 02 April 2007 |
| Creators | Alves, Marcelo Giovane |
| Contributors | Bastos, Marta Rettelbusch de, Bresciani Filho, Ettore, Magalh?es, Geovane Cayres |
| Publisher | Pontif?cia Universidade Cat?lica de Campinas, Programa de P?s-Gradua??o em Engenharia El?trica, PUC-Campinas, BR, CEATEC ? Centro de Ci?ncias Exatas, Ambientais e de Tecnologias |
| Source Sets | IBICT Brazilian ETDs |
| Language | Portuguese |
| Detected Language | English |
| Type | info:eu-repo/semantics/publishedVersion, info:eu-repo/semantics/masterThesis |
| Format | application/pdf |
| Source | reponame:Biblioteca Digital de Teses e Dissertações da PUC_CAMPINAS, instname:Pontifícia Universidade Católica de Campinas, instacron:PUC_CAMP |
| Rights | info:eu-repo/semantics/openAccess |
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