GERENCIAMENTO DE RISCOS EM PROJETOS

Abstract

In risk management, quality management process is one of the most speficific areas to produce or provide a product / service that attends consumer demands, that is, to bring real customer satisfaction. The company approaches the customer by different contexts, such as call center, logistics and better information on the quality of the product / service. standard technology Lean (Six Sigma) aims to reduce the risks with respect to quality and cost and error reduction in the improvement process seeking to present the product / service in a more transparent manner the client / consumed. No However, this work focuses on Lean as a new methodology, describing its structure as the standard Six Sigma which demonstrates the benefits that the organization reach as many costs as well as the results of its application in improvement. However management process, today the technology has changed the way how services are designed, developed and delivered. The technology not only eliminated back-end processes, as has become prominent in the customer-supplier interfaces, in self-service and information about products and services. Since the IT industry many companies are applying the Lean concepts mainly in the virtual environment that you can now buy, sell, exchange request of a product / service by informing the world wide web. Anyway, during the work are presented several concepts of Lean, administrative and management tools, the structure of the management improvement process, the application of these concepts in IT and its results.