An approach of redesigning normative instruction n. 18 from the operations and service management view

Title: Proposição de uma Abordagem para o Redesenho da Instrução Normativa 18 a partir dos elementos da Engenharia e Gestão de Serviços. (An approach of redesigning normative instruction n. 18 from the operations and service management view).

Abstract: Services operations management has been a research subject of many researchers, due to its increasing participation in the countries’ economies. A research topic on this theme is related to services provided to the public sector, due to some peculiarities on the act of contracting and controlling the services. Thus, the present study intends to bring up the discussion about service operations management in public administration bodies. To do that, this research employs elements of the Service Engineering and Management and concepts related to Outsourcing. In addition to that, an analysis is made on the current Normative Instruction No. 18 which regulates the service provision for public bodies. This work was done using bibliographic and documental research. Finally, a generic model is proposed as a driver for future and further discussions and reviews of the Normative Instruction.  

Journal: Pesquisa & Desenvolvimento Engenharia de Produção, v. 10, p. 22-35, 2012.

Authors: Luis Henrique RodriguesDaniel Pacheco Lacerda, Ricardo Augusto Cassel.


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