In orderly disorder they
Wait coldly columned, dead, prosaic.
Poet, breathe on them and pray
They burn with life in your mosaic. J. Luzzato

Impact on Project Management and Effective Communication
Using Information Technology of DocIRS

Llaima Eliza González Brouwer
Universidad Técnico Federico Santa María
Santiago de Chile, March 2010


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.


1 A Project Management Office, abbreviated to PMO, is a group or department within a business, agency or enterprise that defines and maintains standards for project management within the organization. The PMO strives to standardize and introduce economies of repetition in the execution of projects. The PMO is the source of documentation, guidance and metrics on the practice of project management and execution.

2Transantiago is a public transport system that serves Santiago, the capital of Chile. It is considered the most ambitious transport reform undertaken by a developing country according to the World Resources Institute. (“The slow lane. Santiago: Fallout from a botched transport reform". The Economist 386 (8566) (London). 2008-02-09. pp. 40 (printed version). Retrieved 2008-02-13.)

3 AFT, Administrador Financiero del Transantiago (entity responsible for collecting, managing and distributing revenues among operators Transantiago)

4Sonda is a Chilean multinational IT company headquartered in Santiago, it is the biggest in the sector of Information technology (IT) in Latin America


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