Um modelo de automação do planejamento da qualidade com a utilização de sistemas de help-desk.

Abstract

The continuous development of new products and services or improvement of both is the necessary condition for the survival and growth o f corporations that intend to be leaders in their market niche. The attendance functions revealed by the Cali Centers or Help Desks is also important. These two company activities could and should be united in a unique and dynamic process that would transform, in a natural and contínuos way, some of the needs identified in the attendance, into new products and services for the behalf o f the client. In other words: planing continuously the development of products from the information obtained in the Cali Centers or Help Desks. This text presents an approach for this problem, not only by the identification of a suitable set of methodology tools, but by showing possible ways of automation of these tolls using Information Technologies and especially Case Based Reasoning.