Purpose: A model to evaluate the maturity of the integration of three management systems in food industries, under the aspects of environment, quality and food safety is proposed. Design/methodology/approach: The model is composed of maturity levels, allowing the understanding of the...

Purpose: The information technology (IT) outsourcing (ITO) decision is a key issue in strategic and operational management and is considered a main critical factor influencing successful organizational performance and technology assessment. The purpose of this paper is to propose a framework...

Sizing the capacity of a call center is a well known problem. However, in some cases there are regulatory aspects that must be observed that, combined with specificities of the service provided and how it operates, affects the manner of the process for forecasting the inbound call rate and...