This diploma thesis deals with problematic of enterprise process management. Several process management approaches are described in the first, theoretical part of the thesis, with focus on Lean Six Sigma concept as a main theory, which is used in analytical and suggestional part of this thesis. The analytical part consists of process mapping and analyzation with purpose of finding weak spots of this process. This part is followed by suggestional part, where are collected improvement suggestions. These suggestions are then evaluated and the best ones are analzyed to find potential ammount of savings.

Le croisement de concepts issus de la gestion des processus métier, des normes et standards qualité et de l'interopérabilité nous a permis de nous intéresser à l'organisation et l'intégration des processus métier d'entreprise, pour proposer une démarche de mise en place d'un référentiel qualité multi-vues.<br />Le but de notre travail est de montrer comment intégrer les processus métier d'une entreprise à l'aide d'un référentiel commun offrant différents points de vue. Cette démarche généralisable est appliquée à l'intégration de deux standards de qualité, ISO 9001v2000 et Capability Maturity Model Integration (CMMI), afin de générer un référentiel qualité multi\--vues permettant une certification relative aux deux normes. Ce référentiel prend en compte les chapitres imposés par ISO et les recommandations de CMMI. Dans le cadre de l'implémentation du référentiel, nous nous sommes intéressés à la définition d'une méthodologie d'estimation des délais et charges des projets informatiques afin de rationaliser ce processus critique pour l'entreprise. La mise en place de ce référentiel qualité s'accompagne de la définition d'une démarche assurant l'interopérabilité des processus définis avec ceux des clients et/ou partenaires.<br />Une méthodologie d'audit projet, un référentiel documentaire et un référentiel des compétences viennent compléter le travail déjà réalisé afin d'assurer l'implémentation et le respect du référentiel qualité.

Capability Maturity Model Integrated (CMMI) developed by Software Engineering Institute of Carnegie Mellon University is aimed to improve the productivity of software development. From CMM to CMMI, they have been adopted worldwide. But the large numbers of unsuccessful and/or painful implementations have proved these implementations easier said than done. The software industry in Taiwan faces the challenge of global competition. Continuous improvement of productivity becomes inevitable. To achieve this goal, recently, government and non-government organizations together promote the CMMI. This thesis focuses on the Decision Analysis and Resolution of CMMI Level 3. Through the design of related methods and the development of software tools, the decision process can be more structured and more effective. Potential applications include evaluation and selection of software and hardware, outsourcing partner, tools, risk resolution alternatives or people. The typical Go/No-Go decision can also fit into it. The decision analysis methods included in this research are Multi-attribute Decision Making and Analytic Hierarchy Process(AHP). In addition, alternative screening and group decision making can be integrated into the above methods.

Reference models developed for software process improvement (SPI) provide guidelines about what to do while assessing and improving the processes, but they do not answer the questions of how. There have been a number of studies that try to find effective and strategic implementation models or to identify factors that affect the SPI success. However, these studies do not provide answers to questions about the effect of these factors on SPI program duration or accelerated SPI studies. This study aims to investigate the factors that affect CMMI-based SPI duration. It consists of two phases: in the first phase, factors that influence SPI success are identified and hypotheses related to these factors are formulated based on the case studies published in the literature. In the second phase of the study, hypotheses are revised based on the results of the qualitative research conducted in seven companies, six of which have obtained CMMI-Level 3 certification as a consequence of their SPI effort. The study has shown that management commitment and involvement as well as process documentation have had a significant shortening effect on CMMI-based SPI duration, within the context of the studied cases. Software process improvement / CMMI / Success factors / Duration factors. Enter specific words or phrases that are listed in thesis.

The purpose of this study is to investigate the phases of change process of integrating a quality development model into an information technology company in Turkey. While the transformation phases were being examined by a qualitative study, the factors that affect the change process also were investigated. This study explores the process of traveling through the way to CMMI (Capability Maturity Model Integration) level 3 certification by a company that gives information technologies service to banking sector. Since circulation of staff prevents us from obtaining what an exact number of workers, the company has about 450 employees. At the beginning, the company had no quality standards and most of the work processes were not documented, even documented processes were not consistent. After the commencement of the quality development project, work flows of processes were defined and documented. The company changed its organization according to the new process improvement model, called CMMI. In this case study, interviews performed with ten experts from inside of the company and three experts from outside of the company, observation diaries and assets of the company were data sources. Participant observation, questionnaire and document analysis were used as data gathering methods. Collected data were interpreted by descriptive analysis. As a result of the research, while resistance to change came out naturally, it is determined that transformation has four stages such as: &ldquo / motivation and adoption&rdquo / , &ldquo / adaptation&rdquo / , &ldquo / acceptance and implementation&rdquo / and finally &ldquo / use and improvement&rdquo / .

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台灣軟體產業對品質一直無法提昇很重要的原因在於開發系統時，開發單位通常都面臨與時間競爭的壓力，無暇顧及軟體品質，高階主管更不覺得品質特別重要，只有在專案完成遇到維護問題時，付出額外的代價，才意識到軟體品質的重要。 CMMI已是目前國際上被高度認同的軟體開發流程模式，對提升軟體發展能力及改善軟體品質相當有助益，可協助組織達到降低成本、掌控開發時程與確保品質等目標，不僅國外業者陸續將CMM/CMMI評鑑列為軟體代工資格要求，行政院更於九十一年於政府資訊委外原則中將通過軟體相關資格評鑑及管理能力認證者列入評選加分條件。 本研究以CMMI驗證流程領域為基礎,提出驗證作業程序，並以裁製後的RUP測試流程為例，當作驗證的對象，結果將以UML活動圖表達其互動關係，以及以Zachman5W1H表呈現資訊需求，接著將5W1H表中的Who 和 How進一步分析，結果以使用案例圖及使用案例說明呈現，再進行實作以完成雛型系統，最後再試評整個過程是否符合CMMI驗證流程領域的目標；另一方面，本研究也在建置雛型系統時，涵蓋軟體測試自動化工具的引介。透過本文研究的過程，期盼提供想要導入CMMI驗證流程領域的軟體開發單位一個簡單的範例說明。

Cada vez es más frecuente ver que la industria de software se base en estándares y certificaciones de calidad. Esto ha despertado la iniciativa por parte de las empresas a realizar esfuerzos para mejorar sus procesos de desarrollo de forma continua, con la idea de obtener ventajas competitivas, y abarcar una mayor zona de mercado. Sin embargo, para las empresas, el proceso de adoptar las prácticas orientadas a una mejora de procesos resulta tener un elevado costo, que estas no siempre pueden abordar. Es aquí donde surge la idea de utilizar algunas de las prácticas de las metodologías ágiles, principalmente gracias a su nuevo enfoque de cómo lograr proyectos exitosos y además a la poca inversión inicial que requieren. Con el objeto de apoyar una de las iniciativas de la Agenda Digital, ha surgido el Proyecto Tutelkán, cuyo propósito es crear un mecanismo sustentable, que mediante un proceso público de referencia y una comunidad activa de apoyo, permita a las empresas nacionales contar con las herramientas y asistencia necesarias para iniciar la mejora de los procesos de desarrollo en miras a una certificación. Identificando necesidades reales del ambiente nacional, gracias a la inserción dentro de la industria se construyeron herramientas para el apoyo de administración de requerimientos y de riesgos, que reúnen tanto características provenientes de las metodologías tradicionales como de las metodologías ágiles, formando una plataforma de trabajo extensible e interoperable, gracias a su orientación de servicios. Todo con el fin de apoyar con herramientas de software que agreguen valor a este mejoramiento de procesos en el desarrollo, sin hacerlo más complejo o burocrático. La acogida desde las empresas fue positiva, reconociendo el valor que aporta a mejorar sus procesos y el apoyo que otorga para mejorar la imagen externa.

p. 1 - 119 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-01-16T21:07:26Z No. of bitstreams: 1 ddddddd88.pdf: 358295 bytes, checksum: 08b0fc127bbc330b70652af8ce82b292 (MD5) / Made available in DSpace on 2013-01-16T21:07:26Z (GMT). No. of bitstreams: 1 ddddddd88.pdf: 358295 bytes, checksum: 08b0fc127bbc330b70652af8ce82b292 (MD5) Previous issue date: 2009 / Diante de diversos estudos que relacionam a qualidade do software à qualidade do processo que o gera e da crescente pressão do mercado de TIC (Tecnologia da Informação e Comunicação) pela criação de produtos qualidade com prazos e custos cada vez menores, as empresas produtoras de software passaram a investir na utilização de processos no desenvolvimento de softwares. Diversos padrões e modelos de qualidade foram criados e difundidos com foco na definição de processos, dentre eles os modelos de maturidade da capacidade CMM (Capability Maturity Model) e CMMI (Capability Maturity Model Integration), criados pelo SEI (Software Engineering Institute), que tiveram uma grande aceitação mundial. Em face desta realidade, a SUNAC/SDR (Superintendência de Negócio, Administração Tributária e Comércio Exterior/Salvador), regional do SERPRO (Serviço Federal de Processamento de Dados), conquistou em 2003 o nível dois do CMM e desde então trabalha no aperfeiçoamento do processo de desenvolvimento de software para atingir níveis superiores do modelo CMMI. A presente pesquisa explicita a percepção dos profissionais da SUNAC/SDR, que trabalharam nesta unidade no intervalo de ]2003 - 2008], sobre como a utilização dos modelos CMM / CMMI afeta a qualidade dos produtos gerados ao longo do ciclo de vida de desenvolvimento de software. Verificou-se que os profissionais perceberam a importância de utilizar um processo de desenvolvimento para a melhoria dos produtos gerados. Além disso, perceberam que houve melhoria nos produtos desenvolvidos por eles e também no produto final entregue ao cliente após a implantação do processo. / Salvador

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