Dashboard para la visualización de indicadores y métricas de calidad de servicio en el departamento de Interservice en Banco Internacional

Abstract

Abstract: In the Interservice Department at Banco Internacional, requirements of different areas at the national level, the absence of management indicators and Quality of service metrics make it difficult to make decisions about load distribution of work and assignment of tasks, just as there are no key performance indicators (KPI, Key Performance Indicators), in order to measure the effectiveness and efficiency of the Service level agreements (SLA, Service Level Agreement), in the resolution of requirements. This TT project proposes the development of a Dashboard with which will use all its advantages when creating graphics so that the results are displayed. indicators, metrics and key performance indicators (KPIs, Key Performance Indicators). Facilitate data analysis and reporting in a simple and efficient way, through visual representation, the feeding of information will be carried out through a process of Extraction, Transformation and Load (ETL, Extract, Transform, Load), which will allow extracting and consolidate data from multiple information sources to a Database, this will help provide a historical context about the evolution of the department in its management and resolution of requirements, making managerial decisions based on data, increase productivity and facilitate teamwork and the evaluation of objectives annuals with which all analysts will be measured.