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ABSTRACT
This thesis to obtain my title of Industrial
Civil Engineer studies the communication effectiveness in
operational management and measures the technological information
impact of the Project Management Office (PMO)1
which is used in the interaction between the companies in charge of
the mega project of public-transport-reorganization in Santiago de
Chile: Transantiago2.
The study analyzes the service and the
information system PMO of DocIRS in a complex environment, where
large-scale flows of capital and a daily average of 6 million bus
travels are performed. The PMO manages, controls and monitors the
projects, the initiatives and the corrective maintenances between
the two companies AFT3 and SONDA4
making it into the largest technology integration operation of
Chile in the past years.
The contribution of the study is part of the
survey methodology, process design and IT diagnose from within the
technological activities and the respective headquarters and
managements of the two companies AFT and Sonda .
In summary, the study deals with the organization
of the PMO, its objectives, its evolution and defines specific
instruments to measure customer satisfaction and organizes and
compiles the previous phases without the PMO. Finally, a measurement
model is proposed to establish costs and estimate advantages of the
outsourcing of the PMO for both companies, demonstrating that the
profitability and savings as a result of the PMO are highly
significant.
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