International Telemetering Conference Proceedings / October 23-26, 2000 / Town & Country Hotel and Conference Center, San Diego, California / The Capability Maturity Model (CMM) developed by the Software Engineering Institute is widely promoted as a method to help decrease the volume of error riddled and late software projects. Because of the projected benefits, the 96th Communications Group/SC (SC) at Eglin Air Force Base began an intensive software process improvement effort in late 1997. This effort was rewarded in September 1999 when the group achieved a CMM Level 2 software rating on its first attempt. As of December 1999, 68% of assessed organizations remained at Level 1 on their first or second assessment. The SC success was not only obtained on its first attempt, but also 11 months ahead of the industry standard. The Level 2 rating was accomplished in the volatile environment needed to support the test and evaluation mission. This environment includes frequent requirement changes, short notice modifications, and externally driven schedules. One reason this milestone was possible is close and direct involvement by management. This paper will present additional factors to implementing a successful software process improvement effort.

無 / Global investment in process-management technology has vastly increased for the purpose of integrating both external and internal processes with aligned resources to adapt to the changing environment of the service-based economy. The management of business processes in the service-based economy requires dynamic capabilities in order to continuously integrate knowledge, coordinate activities, learn from experience, and reinvent services to acquire and retain customers. A growing pattern within the characteristics of path dependency has been observed in the development of process management capabilities, which evolved from awareness to optimization. This paper reports the findings of a study of the development of process-management capabilities in six companies across two different industries. By tracking the growth of its process-management capabilities, three points are made: (1) organizations develop their business process-management capabilities through five stages, which are awareness, repetition, standardization, management, and optimization; (2) each maturity level is characterized by different business focuses, process designs, knowledge management, measurement methods, and management attitudes; and (3) the development path is characterized by ups and downs and is influenced by both external and internal changes.

The main purpose of this thesis is to develop a data quality scorecard (DQS) that aligns the data quality needs of the Data warehouse stakeholder group with selected data quality dimensions. To comprehend the research domain, a general and systematic literature review (SLR) was carried out, after which the research scope was established. Using Design Science Research (DSR) as the methodology to structure the research, three iterations were carried out to achieve the research aim highlighted in this thesis. In the first iteration, as DSR was used as a paradigm, the artefact was build from the results of the general and systematic literature review conduct. A data quality scorecard (DQS) was conceptualised. The result of the SLR and the recommendations for designing an effective scorecard provided the input for the development of the DQS. Using a System Usability Scale (SUS), to validate the usability of the DQS, the results of the first iteration suggest that the DW stakeholders found the DQS useful. The second iteration was conducted to further evaluate the DQS through a run through in the FMCG domain and then conducting a semi-structured interview. The thematic analysis of the semi-structured interviews demonstrated that the stakeholder's participants' found the DQS to be transparent; an additional reporting tool; Integrates; easy to use; consistent; and increases confidence in the data. However, the timeliness data dimension was found to be redundant, necessitating a modification to the DQS. The third iteration was conducted with similar steps as the second iteration but with the modified DQS in the oil and gas domain. The results from the third iteration suggest that DQS is a useful tool that is easy to use on a daily basis. The research contributes to theory by demonstrating a novel approach to DQS design This was achieved by ensuring the design of the DQS aligns with the data quality concern areas of the DW stakeholders and the data quality dimensions. Further, this research lay a good foundation for the future by establishing a DQS model that can be used as a base for further development.

IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.

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.

With the opportunities to expand from a local to a global market, organizations need to change with the development of information systems and communication technologies. The electronically transforming organizations&#039 / success depends not only to hardware/software usage but also transformation in the well-defined business processes. Successful transformation from &quot / organization&quot / to &quot / e-organization&quot / by innovative processes requires strategic and cultural changes as a result of changes in the leadership. In this thesis, a maturity model for the organizations to achieve to paperless office level will be constructed. Meanwhile, factors which are essential to reach that level are to be identified.

Due to its complex nature, risk and uncertainty are more widespread in construction industry than many other industries. Aiming to ensure that all project objectives are met, risk management is considered as a critical success factor for construction projects. The core elements of risk management are now known and used by many organizations. On the other hand, as declared by Project Management Institute (PMI), the ability to measure the effectiveness in managing risk is one of the most important areas that risk management needs to be developed in. Designed to assess the capability of a project or an organization in a particular area, a maturity model aids in determining strengths and weaknesses, and to target improvement strategies accordingly. Several maturity models have been developed for the area of risk management and furthermore, an attempt to adapt a generic risk management maturity model to the construction industry was specified from the literature. All in all, when examined, it was seen that most of these models outline the topics to be investigated in a maturity assessment and provide guidance in terms of content. It was believed that a practical approach was needed and the diagnostic characteristics of these models should be enhanced. Therefore, the aim of this study was to propose a construction risk management maturity framework, together with an easily applicable and effective questionnaire. To achieve this aim, six outstanding risk management maturity models were examined, and the proposed model was further supported with construction-specific attributes such as construction supply chain issues. The applicability of the model was tested through case studies conducted with five large scale Turkish construction companies. The results were evaluated and interpreted for each company and the gathered data were further investigated through statistical tests for certain comparisons. Finally, the questionnaire was revised with respect to the feedback received from the case studies.

IT service management is becoming more and more important in the current business environment. Especially the IT Infrastructure Library (ITIL) is a widely adopted and accepted IT service management framework (Wagner 2006). Organizations that adopt one of the IT service management frameworks expect to achieve a large range of benefits through the use of the frameworks. The major benefits that are expected to be realised include reduced costs, IT services that are tailored to the business needs, a higher quality of IT services, and improved customer satisfaction (OGC 2007a). Despite the growing importance and acceptance of IT service management and ITIL, there is not much literature that is concerned with the benefits that can be realised when one of the relevant IT service management frameworks is in place. Only a few studies were published in conference proceedings (e.g. Hochstein et al. 2005, Potgieter et al. 2005, Cater-Steel et al. 2006). Even though these studies were able to confirm some of the claims made by the Office of Government Commerce (OGC), the publisher of the ITIL series, there are still a lot of claims that are not evaluated to date. This thesis is taking a Monte-Carlo method based simulation approach to identify some of the benefits of the ITIL for customer service. To achieve this, an initial research model was developed that represents the four most likely benefits for customer service of the use of ITIL and their relationship with customer service and the generation of business value. Subsequently the different path ways for the relationships were explored and models for each of the possible paths were designed. These models include a mediated model, an unmediated model and a partially mediated model. After defining the estimates and constraints for the simulation, the simulation was executed using a MS Excel spreadsheet. The simulation results presented a large amount of data for each of the models and their relationships. The models produced normal distributions and showed stability for changed input and throughput parameters. The analysis of the findings showed that the changes in estimates for each of the models and the associated results of the simulation followed a linear pattern. The linearity of the models combined with the normal distribution of the results offers a lot of opportunities for the use of the developed models. A further enhancement through a test with real-life data could provide the basis for a tool to quantitatively predict the impact of an ITIL implementation on customer service and the creation of value for the business. In addition the four most likely contributors to improved customer service based on the use of ITIL have been identified from a literature review. The identified contribution towards improved customer service of these four beneficiary factors is supported by the results of the simulation. Therefore the results of this thesis provide the research community with a model that could provide the basis for further exploration of the beneficiary effects of ITIL on customer service.

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