4 research outputs found
Práticas de gestão do conhecimento do cliente para inovação
Este estudo tem como objetivo principal entender como a Gestão do Conhecimento do Cliente
pode colaborar com a inovação bancária, identificando a percepção dos gestores com relação a
diferentes técnicas de Gestão do Conhecimento do Cliente. Para construção desse entendimento
realizou-se avaliação da produção científica sobre inovação, inovação bancária e gestão do
conhecimento do cliente e a relação entre esses temas. Como estratégia de pesquisa, adotou-se a
abordagem qualitativa em um estudo de caso realizado em uma grande instituição financeira
brasileira. Os dados foram coletados por meio de: entrevistas semi-estruturadas e pesquisa em
documentos organizacionais e analisados por meio da técnica de análise de conteúdo. Os
resultados da pesquisa indicaram que a Gestão do Conhecimento do Cliente é essencial no
processo atual de inovação da instituição. Quanto às técnicas de Gestão do Conhecimento do
Cliente, constatou-se que, embora o uso de técnicas clássicas, como entrevistas e pesquisas de
mercado predominem, a necessidade de explorar o uso de outras práticas (Fóruns de clientes,
Serviços de redes sociais, Social CRM e Netnografia), como alternativas para um
relacionamento mais significativo com os clientes, é percebida pela instituição
Perceptions of ICT practitioners regarding software privacy
During software development activities, it is important for Information and Communication
Technology (ICT) practitioners to know and understand practices and guidelines regarding
information privacy, as software requirements must comply with data privacy laws and members of
development teams should know current legislation related to the protection of personal data. In order
to gain a better understanding on how industry ICT practitioners perceive the practical relevance
of software privacy and privacy requirements and how these professionals are implementing
data privacy concepts, we conducted a survey with ICT practitioners from software development
organizations to get an overview of how these professionals are implementing data privacy concepts
during software design. We performed a systematic literature review to identify related works with
software privacy and privacy requirements and what methodologies and techniques are used to
specify them. In addition, we conducted a survey with ICT practitioners from different organizations.
Findings revealed that ICT practitioners lack a comprehensive knowledge of software privacy and
privacy requirements and the Brazilian General Data Protection Law (Lei Geral de Proteção de Dados
Pessoais, LGPD, in Portuguese), nor they are able to work with the laws and guidelines governing data
privacy. Organizations are demanded to define an approach to contextualize ICT practitioners with
the importance of knowledge of software privacy and privacy requirements, as well as to address
them during software development, since LGPD must change the way teams work, as a number of
features and controls regarding consent, documentation, and privacy accountability will be required
Perception of agile teams about home office during the covid-19
Due to the COVID-19 pandemic, there was a massive migration from working in the office to working from home (WFH) and the software development teams had to adapt to the new reality. This paper focused on how the agile teams dealt with the challenges of WFH and how this affected the software development process. To capture the perceptions of the agile teams, we carried out a survey that investigated the following aspects of WFH: work routine, collaboration, communication, productivity, transparency, challenges, and the software development process itself. The survey received 127 valid responses from agile team members and the results revealed that i) most of the members of agile teams considered the work continued as usual regardless of the place (office or remote); ii) 80% of members of agile teams mentioned an increase in productivity during WFH; iii) 85% of participants are using Scrum as management strategy; iv) communication between teams members during the remote working model w as perceived as more effective; v) Microsoft Teams and Google Meets were the most used interactions tools by members of agile teams
Using the Design Thinking Empathy Phase as a Facilitator in Privacy Requirements Elicitation
This article presents a contextualization of the use of the Empathy phase in the process of privacy requirements elicitation. We conducted a literature review to identify the use of the Design Thinking Empathy phase in privacy requirements elicitation. In addition, we conducted a survey with 68 industry practitioners to understand how these requirements are elicited and whether these practitioners use the Empathy phase. We found that 73.9% of developers use the Empathy phase to software requirements elicitation. In addition, more than 61% of industry practitioners are unaware of privacy requirements, as well as Empathy tools for requirements elicitation. In the focus group conducted at two organizations that work with sensitive user information, we identified that there is no formalized process for conducting privacy requirements elicitation, although members of the development teams are concerned with data privacy and use some techniques and tools to protect user data