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Income Case Study (Portuguese)

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Submitted By partypt
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Questão 1
Os problemas com que a Income se deparava eram: - Processos tediosos baseados em papel. - Possíveis atrasos desde o preenchimento do formulário até chegar ao departamento correto para o tratamento. - Armazenamento complexo, custoso e demorado. - Falhas frequentes do mainframe que servia as principais aplicações de negócio. Estas implicavam paragens de trabalho. - Processo de backup diário através de um sistema custoso, tedioso e com possíveis perdas de informações. - Software antigo e com falhas regulares que causavam paragens.
- Dificuldades no desenvolvimento de novos programas/funcionalidades para a empresa visto que o desenvolvimento em COBOL era visto como custoso para a equipa de IT. Estas dificuldades causavam grande demora na capacidade da empresa desenvolver novos produtos. - A informação era processada em batchs não possibilitando o acesso em tempo real à informação com perda de oportunidades de negócio em vendas cruzadas, uma vez que os agentes não conseguiam a visualizar informação do cliente. - Incapacidade de oferecer soluções de mobilidade.
O novo sistema utiliza tecnologias WEB (Java) e assenta numa infraestrutura de IT robusta, redundante (DRP) e escalável. Esta foi melhorada desde o hardware para servidores e armazenamento de dados até aos cabos e fibras óticas para comunicação dentro da sede e entre a sede e os escritórios. Desta forma foi possível endereçar estes problemas e resolve-los das seguintes formas: - O sistema de negócio baseado em papel foi substituído por um digital que não requer papel. - Os formulários são introduzidos diretamente no sistema acabando com os possíveis atrasos. São armazenados digitalmente acabando com o custo e demora. - O sistema DRP permite um rápido retomar de trabalho em caso de falhas do sistema alojado na sede passando o data center secundário assumir as funções do principal. - O processo de backup é feito em tempo real de modo a não haver perda de informação. - Enorme redução no desenvolvimento de novos produtos visto o novo sistema ser baseado em tecnologias WEB de mais fácil desenvolvimento pela equipa de IT.

Questão 2
A Income utilizava sistemas de informação assentes em mainframes HP e programas desenvolvidos em COBOL. Os processos de negócio eram constituídos por: 1. - Processo de Venda i. - Formulários preenchidos nas agências e depois enviados via correio para a sede. 2. Processos Financeiros ii. - Os formulários eram processados por trabalhadores de forma aleatória. iii. - Separação dos documentos e armazenamento por colaboradores nos armazéns. iv. - Recuperação dos documentos arquivados também de forma manual.

Questão 3
Depois da migração a Income ficou com um novo sistema ERP e CRM. A nível de infraestrutura a Income implementou alterações a nível dos equipamentos dos escritórios, com a entrega de scanners, monitores de 20 polegadas e aumentado a memoria RAM dos computadores.
Para o datacenter foram instalados novos servidores para aplicações, bases de dados e web. Foram também instalados sistemas de armazenamento, substituíram os cabos de rede RJ-45 e introduziram um backbone em fibra e um sistema wireless.
Implementaram um DRP e sistema de backups em tempo real de forma a garantir a continuidade do negócio.

Questão 4
Os principais benefícios do novo sistema para a Income são: 1 – Facilidade no acesso ao sistema de qualquer local 2 – Maior rapidez e facilidade no acesso à informação 3 – Aproximação ao cliente 4 – Redução de custos na ordem dos 50% 5 – Facilidade e rapidez para lançar novos produtos 6 – Unificação numa única plataforma de todos os dados do cliente (cross selling)

Questão 5
Com o novo sistema e toda a infraestrutura de IT onde assenta o sistema creio que a Income está muito bem preparada para aguentar os desafios futuros tanto ao nível de falhas como de disponibilização e adaptação aos desafios do negócio onde se insere.
Devido ao sistema de DRP e de backup não acredito que os problemas do sistema anterior possam acontecer com o novo.

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