Aplicação de conceitos estatísticos em análise de tempo de resposta em central de suporte técnico

Abstract

In the reliability engineering there is a great concentration for discussions about parts and equipment life, but there are not many studies in the academic literature focused on the concept of maintainability and service execution times. The work had as proposal to carry out studies on this subject through a case study in a technical support center where were analysed the resolution times of received cases. The study proposed to perform a quantitative analysis with the collected data, and initially two samples from similar teams were defined. Using statistical software such as MINITAB and WEIBULL++, it was possible to compare the performances of the two samples. Other statistical parameters were also analysed, such as the means and time dispersions of each sample. In the end, considerations were made about the results obtained and recommendations for process improvement.