Compreendendo as inovações empreendidas nos sistemas de operações de serviços por meio do método PCN analysis: um estudo de múltiplos casos em serviços de atendimento ao cidadão

Abstract

In the face of the strong growth and competition in the service sector, the demand for higher effectiveness in organizations of this area becomes increasingly present. In this context, new services should be developed through a service project that enables more efficient processes and to deliver an appropriate proposal of customer value. Hereupon, this study uses the Process-Chain-Network (PCN) diagram and its method of analysis to understand better the characteristics of innovations implemented in operations systems and their implications for the value proposition process on three services projects of customer service assistance offered by the Military Police of Minas Gerais. The data collected in the field through interviews, documents, and direct observations enabled the construction of the PCN diagram, and its analyze for each service. The results showed that the application of the method PCN Analysis is effective in understanding the differences and similarities in the innovations implemented in the service projects studied.