Mapping process applied in a company of information technology services

Abstract

Competitive advantage and economic development are something that all organizations currently seek. For this, they must have an attention not only to the market but also internally. The process of mapping is an excellent tool for self-knowledge for this to happen, making it possible to see the strengths, weaknesses, opportunities beyond to continuously improve. Information technology (TI) provides the companies competitive tools, improving administrative and operational activities. The objective of this article is to propose techniques for mapping processes to rectify differences in the activities undertaken by staffs about the services provided by the company. The methods and techniques used in the research were developed by mapping processes through analysis of various techniques of data collection so as to analyze possible activities that need improvements. The results show that the mapping process provides the company subsidies to remedy obstacles and adapt processes in order to generate greater satisfaction to the user of the property.