Fatores de riscos no planejamento e desenvolvimento de projetos de prestação de serviços de Outsourcin: estudo de caso de uma empresa do setor tecnologia da informaçãog

Abstract

The objective of this study is to analyze the risk factors of high, low, and medium intensities in the planning and development of outsourcing service project solutions in the field of Information Technology. We selected a multinational company, a leader in the computer market, for this study. Outsourcing is characterized by the outsourcing of Information Technology services. A company decides to use this type of outsourcing in its strategic planning, seeking to hire specialized companies that can develop, implement, and keep up-to-date the necessary technology to support companies in the development of goods and services with quality and competitive differentiation. The companies that provide outsourcing services are concerned with the development of the solutions presented to their clients. Considering the complexity and the long duration of these contracts, which can range from three to ten years, there is a need for these companies to identify the uncertainties that may cause failures during the execution of the projects, frustrating clients regarding their expectations, and consequently leading to dissatisfaction with the service provided. Outsourcing projects, due to their complexity and volume of information, generate uncertainties during the planning and development of the solution. These uncertainties turn into risks and can lead to the provision of low-quality services and financial losses, both for the client and the service provider. The method used for this work was the case study, using the company's databases as the source, where the necessary information for the studies was sought. The source information comes from the evaluations conducted by the company, still in the planning and development phase of the project, thru the use of a risk assessment questionnaire containing closed-ended questions, as support to identify and classify uncertainties that may produce risk factors, with low, medium, or high intensity. In our study, we used three basic analysis concepts: Service Quality, Project Management, and Risk Management. In developing this study, we concluded that the quality in services used under a project and risk management system provides an early view of uncertainties and risks in the development of an outsourcing service provision project solution in Information Technology. The study analyzes the risks found in the projects and shows us the degree of quality that the company achieves in its service delivery projects.