Modelo de gestión aplicando Balanced Scorecard en el proceso de soporte tecnológico del CIADTI Universidad de Pamplona.

Abstract

This project was conceived thinking of the creation of a model that serves as a basis in the provision of a service to the Technological Support area of CIADTI focused on best management practices and framed within a Balanced Scorecard that allows the organization to make decisions having as point of reference an integral set of indicators. The model provides a standard that can be applied in the provision of the technological support service of a software developer, taking into account factors influencing such as directives, operational personnel, processes, communications, among others, for the achievement of satisfactory results. The objectives set and executed were to carry out the state of the art for the management of the Technological Support process in software development companies, to design the management model and to validate the same through expert judgment. The methodology applied is of the qualitative and quantitative order since in the first one, instruments designed for the generation of the model are applied and in the second, indicators are adopted for statistical effects in measurements of field variables for decision making. As a result of the research, the model will be delivered to the Technological Support area of CIADTI to be taken into account in its process of providing the support service to the institutions for which CIADTI develops software.