En el presente trabajo de investigación se ejecutó en la empresa de compra y venta de materiales de construcción, se identificó la problemática de disminución de las ventas. Asimismo, como objetivo principal se planteó el proponer la mejora de la gestión de inventarios para aumentar las ventas. Para ello, se diagnosticó que la problemática es a causa de la pérdida de oportunidad de ventas con un 12,61%, por la cantidad de unidades de materiales deterioradas del 2,62%, por otro lado, el bajo nivel de servicio de 85,36%, teniéndose una planificación empírica de requerimiento de materiales, presencia de rotura de stock y el deterioro de materiales, la falta de organización y orden en el almacén, y la falta de capacitación laboral. Por consiguiente, se elaboró la propuesta de mejora, en la que se aplicó el modelo de revisión periódica (P), políticas de inventarios, mejora de los procesos logísticos, manual de procedimientos en el almacén y plan de capacitación al personal sobre temas logísticos, disminuyendo los pedidos no atendidos por deterioro de materiales a 0,86%; además, redujo las pérdidas de oportunidad de ventas a un 8,90 % y aumentó el nivel de servicio al 95% y las ventas en S/ 16 083,36. Finalmente, se evaluó el costo – beneficio de la mejora propuesta obteniendo un beneficio de S/ 11 563,53, donde la relación beneficio/costo es de S/ 1,90; es decir, que / In the present research work was carried out in the company of purchase and sale of construction materials, the problem of decrease in sales was identified. Likewise, the main objective was to propose the improvement of inventory management to increase sales. To do this, it was diagnosed that the problem is due to the loss of sales opportunity with 12.61%, due to the number of units of deteriorated materials of 2.62%, on the other hand, the low level of service of 85.36%, having an empirical planning of material requirement, presence of stock breakage and deterioration of materials, the lack of organization and order in the warehouse, and the lack of job training. Therefore, the improvement proposal was elaborated, in which the periodic review model (P), inventory policies, improvement of logistics processes, manual of procedures in the warehouse and training plan for personnel on logistics issues were applied, reducing the orders not attended by deterioration of materials to 0.86%; in addition, it reduced sales opportunity losses to 8.90% and increased the service level to 95% and sales by S/ 16 083.36. Finally, the cost-benefit of the proposed improvement was evaluated, obtaining a benefit of S/ 11 563.53, where the benefit/cost ratio is S/ 1.90; that is, for every S/ 1.00 that the company invests in the project, there will be a profit of S/ 0.90.

Bakgrund och problem: Att arbeta processorienterat är viktigt för alla typer av företag för att kunna möta en högre ställd kravbild från kunder och omvärlden. En del av processorienteringen involverar att utveckla och effektivisera affärsprocesser. För att möta behovet av utveckling har en mängd olika metoder tagits fram för hur bolag kan arbeta med detta. Bolaget Atea Logistics AB har identifierat ett problem i en av deras affärsprocesser som inte presterar på önskvärd nivå. Problematiken är kopplat till inköpsprocessen och hanteringen av leveransdata, vilket leder till svårigheter i att fastställa ett säkert ankomstdatum av gods. Detta påverkar flera delar i värdekedjan och det slutliga kundvärdet vilket väcker ett behov av utvecklingsarbete. Trots processutvecklingens ökade vikt menar en del kritiker att metoderna som tagits fram för detta är svårförstådda och saknar en praktisk användbarhet. Eftersom den tidigare forskningen sägs sakna praktisk förankring kring hur metoderna faktiskt kan bidra till bättrade affärsprocesser avser denna studie att testa och utvärdera en av dessa metoder på Ateas problematik för att i slutändan öka den praktiska användbarheten. Syfte: Uppsatsens syfte är att testa en metod för processutveckling på ett problem hos företaget Atea. Därefter ska en utvärdering av metoden genomföras för att bidra med eventuella förbättringsförslag sammanställt i ett ramverk. Vidare syftar även uppsatsen till att presentera rekommendationer till Atea kring hur de kan arbeta för att överbrygga sina upplevda problem i affärsprocessen. Metod: Den generella forskningsstrategi som använts är i huvudsak en kvalitativ fallstudie med en till stor del deduktiv ansats med vissa induktiva inslag. För att läsaren tidigt skulle ges en mer övergriplig bild kring processtänkandets olika delar samlades detta i en teoretisk referensram. Sedermera ämnade den teoretiska insamlingen som legat till grund för arbetet att skapa förståelse för de olika metoder som finns för processutveckling för att vidare kunna testa en av dessa i en praktisk miljö. Insamlingen av empiri har skett genom en särskilt verksamhetsnära forskningsmetod, interventionistisk forskning med hjälp av intervjuer, telefonsamtal, fokusgrupper och workshops. Metoden använder ett mer experimentellt och interagerande sätt för observationer genom att vara en del av forskningsobjektet. En testning av en teoretisk metod gjordes därefter på fallet för att lösa ett praktiskt problem parallellt som en utvärdering av metoden kunde genomföras. Den kunskapsteoretiska ståndpunkt som legat till grund för uppsatsen är empirisk realism för att skapa en ökad förståelse för verkligheten än den som teorin beskriver.  Slutsats: För att besvara uppsatsens frågeställningar var syftet att genomföra en testning av BPR på ett verkligt problem hos Atea. Slutsatserna som kan erhållas utifrån detta är först och främst att i egenskap av praktisk användbarhet så kan det konstateras att metoden som testades i uppsatsen definitivt var praktisk användbar men lämnade utrymme för förbättringspotential. Under uppsatsens gång har det uppenbarat sig en avsaknad av vissa aspekter i metoden. De anpassningar som gjorts av metoden på grund av detta är kopplade till praktiskt förekommande företeelser såsom tid, engagemang och motivation. Vidare ansågs metodens praktiska användbarhet kunna höjas ytterligare genom att förändra metodens ordningsföljd i en del av uppgifterna för att på så vis skapa en mer logisk arbetsprocess. Att säkert kunna konstatera att den praktiska användbarheten faktiskt höjts ställer krav på att en ny testning genomförs med det nya ramverket. Däremot finns det mycket som pekar på att dessa förändringar är ett möjligt steg till en mer praktisk metod med enklare användbarhet för processutveckling. Utvecklingsarbetet mynnade även ut i rekommendationer till Atea, de huvudsakliga förbättringsområdena involverade stärkt kommunikation såväl internt som externt, standardisering av processer, samt en utveckling av automatiseringslösningar. / Background and problem: Working process oriented is important for all types of companies in order to meet the high demands from customers and the outside world. Working process oriented involves developing business processes. To meet the increased need for process development a variety of methods have been made on how companies can work with this. Atea Logistics AB have identified an issue in one of their business processes that does not perform in line with their expectations. The issue is linked to the purchasing process and the handling of delivery dates, which leads to difficulties when determining certain arrival date of the goods. This affects several parts in the value chain as well as the final customer value, which raises a need for development. Despite the increased importance of process development, critics mean that the methods for this is difficult to understand and lacks a practical applicability. Since the previous research misses a practical anchoring on how the methods actually contributes to improved business processes this study aims to test and evaluate one of these methods for process development on Atea’s issue, to hopefully increase the practical usability.  Purpose: The purpose of the study is to conduct a testing of a method for process development on a practical issue within the company Atea. Thereafter an evaluation of the method will be done in order to present any suggestions for improvement and to compile these in a framework. Furthermore, the study also aims to provide recommendations to Atea regarding how they can work in order to overcome their experienced issues within their business process.  Method: The study is mainly a qualitative case study. The approach was deductive with some elements of inductive reasoning. A theoretical frame with key concepts was gathered in order to provide the reader with a comprehensive knowledge of the different parts of process orientation. Furthermore, the purpose of the theoretical sampling was to create an understanding of the different methods that exists for process development in order to conduct a testing of one of these in a practical environment. The empirical sampling has been conducted through a particularly practical approach, interventionist research method. The method uses an experimental and interacting approach to gather empirical observations by being a part of the research object. A testing of a theoretical method for process development were then conducted on the practical case in order to solve the issue in parallel to an evaluation of the method. The philosophy applied is empirical realism which strives to create an increased understanding for the reality beyond what is described in theory.  Conclusion: To be able to answer the question of the essay the purpose was to conduct a testing of the BPR method on a real problem within Atea. The conclusions that can be obtained from this is that the method that was tested was practical and useful but left some room för improvement. During the course of the essay, a lack of some aspects in the method has become apparent. The adjustments that have been made because of this is linked to practical phenomena’s such as time, commitment, and motivation. Furthermore, it was considered that the methods practical use could be increased even further by rearranging the order of some of the key tasks in order to create a more logical work process. To be able to state with certainty that the practical usability has actually been increased, it requires that a new test is conducted with the new framework. However, there are many indications that these changes are a possible step towards a more practical method with simpler usability for process development. The development work also resulted in recommendations to Atea, the main areas for improvement involved strengthened communication both internally and externally, standardization of processes, and the development of automation solutions.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)

Melhoria de processo de software (SPI) é uma prática de engenharia de software motivada pela necessidade de aumentar a qualidade e a produtividade no desenvolvimento de software. Um fato amplamente reconhecido é que a qualidade do produto de software pode ser, em grande parte, determinada pela qualidade do processo utilizado para desenvolvê-lo e mantê-lo. A avaliação do processo de software ajuda as organizações de software a amadurecerem seus processos, identificando problemas críticos para estabelecer prioridades de melhoria. Essa avaliação pode ser feita por meio da comparação do estado dos processos da organização em relação a um modelo de referência que estabeleça estágios de melhoria. Uma avaliação geralmente se baseia em um modelo de processo de software que fornece um roteiro para melhorias. Este trabalho tem como objetivo estabelecer uma abordagem que: (i) define um conjunto de modelos de abstração (metamodelos) de modelos de maturidade de processo de software para apoiar uma metodologia de avaliação/melhoria de processo de software com o objetivo de certificação; e (ii) permite avaliar os processos de uma organização em comparação com um modelo de maturidade por meio de transformações desses metamodelos. A abordagem é instanciada por meio de um estudo de caso utilizando os modelos MPS.Br e CMMI para exemplificar sua aplicação. Como resultado, é apresentado um comparativo entre as limitações encontradas nas metodologias encontradas na literatura e como a abordagem sugere superá-las. / Software process improvement (SPI) is a software engineering practice motivated by the need to increase the quality and productivity in software development. A fact widely recognized is that the quality of the software product can be largely determined by the quality of the process used to develop and maintain it. The assessment of software process helps software organizations to improve themselves, identifying their critical problems to establish priorities for improvement. This assessment can take place by comparing the state of the organization on their software processes to a reference model that shows stages of improvement in scales. An assessment is usually based on a software process model that provides a roadmap for improvement. This work aims to establish an approach that: (i) defines a set of abstraction models (metamodels) of software process maturity models to support an assessment/improvement methodology aiming software process certification; and (ii) evaluates the organization processes in comparison with the maturity models through transformations of those metamodels. The approach is instantiated through a case study using the MPS.Br and CMMI models to illustrate its application. As a result, a comparison between the limitations found in the methodologies identified in the literature and how the approach suggested overcome them is presented.

L'Administració pública i els governs locals no han estat exempts dels canvis que ha experimentat l'entorn global dels negocis (Farazmand, 1999). De fet, a finals de la dècada dels vuitanta i principis de la dels noranta alguns ajuntaments espanyols van adquirir la lògica de la modernització i la millora de la gestió pública, basada en l'aplicació de la Millora Contínua de Processos (MCP) i altres models de qualitat i excel·lència. Tot això, amb la finalitat de millorar els processos de treball i serveis públics i d'aquesta manera poder fer front a la creixent pèrdua de legitimitat davant la ciutadania, derivada dels canvis i les pressions de l'entorn global (Prats i Català, 2004; Merino Estrada, 2007). En tots aquests anys durant els quals alguns ajuntaments espanyols han implantat la lògica de la MCP i han gestionat les seves institucions des d'aquesta perspectiva s'han detectat diversos beneficis derivats del fet d'haver aplicat aquesta aproximació gerencial (Font, 1997; Díaz-Méndez, 2007; Ferré-Bargalló, 2007). No obstant això, en tot aquest temps i des del punt de vista acadèmic s'ha fet poc per comprendre com s'ha aconseguit sostenir les millores realitzades en els processos de treball després de l'aplicació de la MCP. En aquest sentit, en els últims anys algunes organitzacions del sector privat han estudiat el concepte de «sostenibilitat», entès de manera simple com el manteniment de les millores implantades a través d'un esforç de MCP al llarg del temps (Dale, Boaden et al., 1997; Bateman i David, 2002; Bateman, 2005; Palmberg i Garvare, 2006). No obstant això, en l'àmbit del sector públic la bibliografia mostra pocs estudis del terme sostenibilitat (Loomba i Spencer, 1997; Jones, 2000; Pollit, 2006), i si s'analitzen encara més específicament, el que es troba en la bibliografia de les administracions locals espanyoles és insuficient, per no dir inexistent.Basada en el context anterior, la pregunta de recerca que regeix aquest estudi és: Com es genera la sostenibilitat de la Millora Contínua de Processos en les administracions públiques? Així mateix, s'han plantejat quatre sub-preguntes de recerca, que són: Com s'entén la millora contínua de processos en les administracions locals?, Com s'aplica i evoluciona la millora contínua de processos en la gestió pública de les administracions locals?, Com es genera un camí sostenible de la millora contínua de processos? Quin tipus d'elements bàsics, potenciadors i inhibidors afloren al camí de la sostenibilitat de la millora contínua de processos? i Com impacta l'aplicació de la MCP en la gestió pública? Per respondre la pregunta i les subpreguntes de l'estudi s'ha dut a terme una recerca de tipus qualitatiu emprant com a estratègia de recerca el mètode del cas (Yin, 2003). S'han seleccionat i estudiat quatre ajuntaments espanyols, tres d'ells sota una òptica retrospectiva i un sota un enfocament longitudinal (Leonard-Barton, 1990; Pettigrew, 1990) per augmentar la fiabilitat de l'estudi.Els resultats de la recerca que es presenten segueixen la guia de la pregunta i les subpreguntes de recerca plantejades. Primer s'ofereix un esquema conceptual de com és la MCP en aquestes institucions. En segon terme, les troballes ens indiquen que la MCP es presenta per mitjà d'una série d'etapes evolutives i activitats de millora característiques en el context estudiat. Aquestes etapes evolutives presenten una sèrie d'elements bàsics (drivers) potenciadors (enablers) i inhibidors que influeixen en el seu desenvolupament. De la mateixa manera, la Sostenibilitat de la MCP es pot generar sota una sèrie de camins de sostenibilitat, els quals es poden presentar en forma d'un flux continu cíclic, d'un flux en desenvolupament o d'un flux continu en lots o simplement, presentar-se en un flux desbloquejat o en un flux irreversible o bloquejat. Cada camí de sostenibilitat està format per una sèrie d'etapes evolutives que s'apliquen mitjançant activitats de millora de la MCP i que tenen un impacte en la gestió pública de cada ajuntament. A més, el flux de cada camí de sostenibilitat es troba afectat per una sèrie d'elements bàsics (drivers), potenciadors (enablers) i inhibidors que es poden presentar. Finalment, també es va valorar l'impacte de l'aplicació de la MCP en les particularitats de la gestió pública, i es va realitzar un últim esforç teòric on es va desenvolupar una macro-teoria de processos, determinant un "camí òptim de sostenibilitat de la millora contínua de processos". / La Administración Pública y los gobiernos locales tampoco han estado exentos de los cambios que ha sufrido el entorno global de los negocios (Farazmand 1999). De hecho, la lógica de la modernización y mejora de la gestión pública, sustentada en la aplicación de la Mejora Continua de Procesos (MCP) y otros modelos de calidad y excelencia, fue adquirida por algunos Ayuntamientos españoles desde finales de la década de los ochenta y principios de los noventas. Todo ello, con el fin de mejorar sus procesos de trabajo y servicios públicos, para así, poder hacer frente a la creciente pérdida de legitimidad ante la ciudadanía, derivada de los cambios y presiones del entorno global (Prats i Català 2004; Merino Estrada 2007). En todos estos años que algunos Ayuntamientos españoles, han implantado y gestionado sus instituciones bajo la lógica de la MCP, se han reportado diferentes beneficios por aplicar dicha aproximación gerencial (Font 1997; Díaz-Mendez 2007; Ferré-Bargallo 2007). No obstante, poco se ha hecho desde el punto de vista académico, por comprender cómo se ha logrado sostener las mejoras realizadas en los procesos de trabajo después de la aplicación de la MCP, en todos estos años. En ese sentido, el concepto de «Sostenibilidad», entendido de manera simple como el mantenimiento de las mejoras implantadas a través de un esfuerzo de MCP a lo largo de los años, ha sido estudiado en organizaciones del sector privado en años recientes (Dale, Boaden et al. 1997; Bateman and David 2002; Bateman 2005; Palmberg and Garvare 2006). Sin embargo, en el ámbito del sector público la literatura muestra pocos estudios del término de sostenibilidad (Loomba and Spencer 1997; Jones 2000; Pollit 2006), y si se analizan aún más en específico, en las Administraciones locales españolas, lo encontrado en la literatura, es insuficiente por no decir inexistente.Basado en el contexto anterior, la pregunta de investigación que rige este estudio es: ¿Cómo se genera la sostenibilidad de la Mejora Continua de Procesos en las Administraciones Públicas? Asimismo, se plantearon cinco sub-preguntas de investigación que son: ¿Cómo es la Mejora Continua de Procesos en las Administraciones locales?, ¿Cómo se aplica y evoluciona la Mejora Continua de Procesos en la gestión pública de las Administraciones locales?, ¿Cómo se genera un camino sostenible de la Mejora Continua de Procesos?, ¿Qué tipo de elementos básicos, potenciadores e inhibidores afloran en los caminos de la sostenibilidad y en la Mejora Continua de Procesos?, y ¿Cómo impacta la aplicación de la MCP en la gestión pública? Para responder a la pregunta y sub-preguntas del estudio, se condujo una investigación del tipo cualitativo, utilizando como estrategia de investigación, el método del caso (Yin 2003). Se seleccionaron y estudiaron cuatro Ayuntamientos españoles, tres de ellos bajo una óptica retrospectiva y uno, bajo un enfoque longitudinal (Leonard-Barton 1990; Pettigrew 1990) para aumentar la fiabilidad del estudio.Los resultados de la investigación que se presentaron siguen la guía de la pregunta y las sub-preguntas de investigación planteadas. Primero, se presenta un esquema conceptual de cómo es la MCP en estas instituciones. En segundo término, los hallazgos nos indican que la Mejora Continua de Procesos se presenta a través de una serie de etapas evolutivas y actividades de mejora características en el contexto estudiado. Dichas etapas evolutivas presentan una serie de elementos básicos (drivers), potenciadores (enablers) e inhibidores que influyen en su desarrollo. Asimismo, la sostenibilidad de la MCP se puede generar bajo una serie de caminos de sostenibilidad, los cuales pueden presentarse en forma de un flujo continuo cíclico, de un flujo en desarrollo, de un flujo continuo en lotes, o simplemente, presentarse en un flujo desbloqueado, o en un flujo irreversible o bloqueado. Cada camino de sostenibilidad, está compuesto por una serie de etapas, las cuales se aplican mediante actividades de mejora de la MCP, que tienen un impacto en la gestión pública de cada Ayuntamiento. Además, el flujo de cada camino de sostenibilidad es afectado por una serie de elementos básicos (drivers), potenciadores (enablers) e inhibidores que se pueden presentar durante la generación de los mismos. Finalmente, también se valoró el impacto que la aplicación tenía en la Mejora Continua de Procesos en las particularidades de la gestión pública, así como, la realización de un último esfuerzo teórico, en el cual se desarrolló una macro-teoría de procesos de un camino de la "sostenibilidad óptimo de la Mejora Continua de Procesos". / The Public Administration and local governments have not escaped the sweeping changes in the global business world either (Farazmand 1999). Indeed, the logic of updating and improving public management by applying Continuous Process Improvement (CPI) and other Total Quality Management (TQM) models was acquired by certain Spanish city authorities in the late 80s and early 90s, all in order to enhance their public service and operating processes with a view to dealing with the increasing loss of legitimacy vis-a-vis citizens, stemming from the changes and pressures of the global environment (Prats i Català 2004; Merino Estrada 2007).On the basis of the foregoing context, the research question underpinning this study is How to generate sustainable Continuous Process Improvement in Public Administrations? Sustainability is here being understood as simply maintaining the improvements introduced by CPI efforts over the years. Sustainability has been studied from the standpoint of private-sector manufacturing organisations (Dale, Boaden et al. 1997; Bateman and David 2002; Bateman 2005; Palmberg and Garvare 2006). However, literature features very little research on this subject in the public sector (Loomba and Spencer 1997; Jones 2000; Pollit 2006).In order to answer the research question posed, qualitative research was conducted using case studies as the research strategy (Yin 2003). Four Spanish city authorities were selected and studied: three from a retrospective standpoint and one from a longitudinal approach (Leonard-Barton 1990; Pettigrew 1990) in order to increase the reliability of the study.This research found that CPI sustainability can be achieved via a series of "paths of sustainability" which may take the form of a continuous, cyclical flow, a developing flow or a continuous batch flow, or may simply produce an unfrozen flow or a path with an irreversible or frozen flow. Each path of sustainability consists of a series of evolving phases developed by means of CPI improvement activities that influence public administration. Along of theses evolving phases emerged a "Space of Sustainability of Continuous Process Improvement: SS-CPI". Besides, the flow of each path to sustainability and SS-CPI are influenced by a series of drivers, enablers and inhibitors that may arise as these paths are established. Finally, we found also the impacts of the application of CPI in public management and we propose and develop an emerging macro-theory for an "optimum sustainability path of Continuous Process Improvement".

The need for information systems has increased to a point where virtually all business environments require some sort of software to aid in its daily operations. This study will address the need for quality information systems by examining techniques which can potentially aid in producing consistent high-quality information systems. Two techniques in particular, namely Process Maturity Models (PMMs) and Systems Development Methodologies (SDMs) are examined. Process Maturity Models such as the Capability Maturity Model Integration (CMMI) as well as the ISO-9000 standards aid in standardising and improving an organisation’s information systems development processes. These Process Maturity Models often require either the use of certain Systems Development Methodologies or at the very least techniques used within some Systems Development Methodologies. Systems Development Methodologies refer to a set of development processes, tools, techniques etc. which can be used during software development to standardise the entire development process by offering the use of modelling techniques, tools to analyse requirements, illustration of processes etc. These techniques differ from one Systems Development Methodology to the next. This study aims to identify the relationship between Process Maturity Models and Systems Development Methodologies. During the research process a questionnaire was sent out to people within the information technology business environment. The questionnaire contained questions used to determine and measure the usage of Systems Development Methodologies and how projects were affected. The questionnaire was also used to do an informal assessment of each respondent’s Capability Maturity Model level. Furthermore the data retrieved was statistically analysed and the results were interpreted. The results indicate that a relationship exists between the use of SDMs and the success of the respondent’s development processes and developed products. A total of 73% of respondents indicated that they do use SDMs to some extent, the most common being the Systems Development Lifecycle (SDLC). The majority of organizations implementing SDMs have been doing so for three years or more. Results also show that most of the respondents are not certified in some formal Process Maturity Model; however, they do implement some of the processes required by models such as the CMMI. An informal assessment performed indicated that 65% of respondents can be grouped into a perceived CMMI level 2 category. Project outcome was measured and the relationship between PMM implementation as well as SDM use was measured. Results show no statistical evidence which indicates that an organisation’s perceived CMMI level is influenced by SDM use, both vertically and horizontally. Results do, however, indicate that organizations which have been implementing SDMs for a longer period of time are more likely to apply CMMI level 4 activities. Results also indicate that the horizontal use (number of projects/people which implement SDM knowledge) of SDMs have a significant effect on the development process- and the developed product success. Lastly the results indicated that organizations which satisfy more of the CMMI’s level 4 activities experience a higher quality development process which leads to a more successful development process. / Thesis (MSc (Computer Science))--North-West University, Potchefstroom Campus, 2013.

The need for information systems has increased to a point where virtually all business environments require some sort of software to aid in its daily operations. This study will address the need for quality information systems by examining techniques which can potentially aid in producing consistent high-quality information systems. Two techniques in particular, namely Process Maturity Models (PMMs) and Systems Development Methodologies (SDMs) are examined. Process Maturity Models such as the Capability Maturity Model Integration (CMMI) as well as the ISO-9000 standards aid in standardising and improving an organisation’s information systems development processes. These Process Maturity Models often require either the use of certain Systems Development Methodologies or at the very least techniques used within some Systems Development Methodologies. Systems Development Methodologies refer to a set of development processes, tools, techniques etc. which can be used during software development to standardise the entire development process by offering the use of modelling techniques, tools to analyse requirements, illustration of processes etc. These techniques differ from one Systems Development Methodology to the next. This study aims to identify the relationship between Process Maturity Models and Systems Development Methodologies. During the research process a questionnaire was sent out to people within the information technology business environment. The questionnaire contained questions used to determine and measure the usage of Systems Development Methodologies and how projects were affected. The questionnaire was also used to do an informal assessment of each respondent’s Capability Maturity Model level. Furthermore the data retrieved was statistically analysed and the results were interpreted. The results indicate that a relationship exists between the use of SDMs and the success of the respondent’s development processes and developed products. A total of 73% of respondents indicated that they do use SDMs to some extent, the most common being the Systems Development Lifecycle (SDLC). The majority of organizations implementing SDMs have been doing so for three years or more. Results also show that most of the respondents are not certified in some formal Process Maturity Model; however, they do implement some of the processes required by models such as the CMMI. An informal assessment performed indicated that 65% of respondents can be grouped into a perceived CMMI level 2 category. Project outcome was measured and the relationship between PMM implementation as well as SDM use was measured. Results show no statistical evidence which indicates that an organisation’s perceived CMMI level is influenced by SDM use, both vertically and horizontally. Results do, however, indicate that organizations which have been implementing SDMs for a longer period of time are more likely to apply CMMI level 4 activities. Results also indicate that the horizontal use (number of projects/people which implement SDM knowledge) of SDMs have a significant effect on the development process- and the developed product success. Lastly the results indicated that organizations which satisfy more of the CMMI’s level 4 activities experience a higher quality development process which leads to a more successful development process. / Thesis (MSc (Computer Science))--North-West University, Potchefstroom Campus, 2013.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)

Made available in DSpace on 2016-12-23T14:33:41Z (GMT). No. of bitstreams: 1 Dissertacao - Rodrigo Dal Moro.pdf: 1536766 bytes, checksum: ef4c5c439d91453e44612d5a0f929887 (MD5) Previous issue date: 2008-07-16 / Given the complexity of the Software Process Improvement and Assessment (SPIA) process and its strong inter-relationship with other processes in the software life cycle, we must provide automated support for it. To help identifying functional requirements, we define a SPIA process adherent to MPS.BR quality model, with the goal of guiding the establishment of tools functionalities that are able to support a quality SPIA process. To establish a consensual vision of the SPIA area to be used as a basic conceptual model, we developed an ontology of software quality with a focus on SPIA. Finally, based on the ontology and the SPIA process defined, we developed two tools: AvaliaODE, responsible for supporting software products and process evaluation, and MelhoriaODE, responsible for supporting software process improvement. This work is inserted in the context of ODE Project, a process-centered software engineering environment that is developed based on ontologies. It aims to define a conceptual basis for automating the SPIA process. / Dada a complexidade do processo de Avaliação e Melhoria de Processos de Software (AMP) e a sua forte inter-relação com outros processos do ciclo de vida de software, é preciso prover apoio automatizado para ele. Para ajudar a identificar requisitos funcionais, definiu-se um processo de AMP aderente ao MPS.BR, com o objetivo de guiar o estabelecimento de funcionalidades das ferramentas capazes de apoiar um processo de AMP de qualidade. Para estabelecer uma visão consensual sobre o domínio de AMP, a ser usada como modelo conceitual base, foi desenvolvida uma ontologia de qualidade de software com foco em AMP. Por fim, tomando por base a ontologia e o processo de AMP definidos, foram desenvolvidas duas ferramentas: AvaliaODE, responsável pelo apoio à avaliação de processos e produtos de software, e MelhoriaODE, responsável pelo apoio à melhoria de processos de software. Este trabalho está inserido no contexto do Projeto ODE, um ambiente de desenvolvimento de software centrado em processo e baseado em ontologias, e tem por objetivo a definição de uma base conceitual para apoiar a automatização do processo de Avaliação e Melhoria de Processos de Software.

Made available in DSpace on 2014-07-29T14:57:52Z (GMT). No. of bitstreams: 1 dissertacao Fabiana Mendes.pdf: 748371 bytes, checksum: 5be0381086e13f51513dc163e7b41170 (MD5) Previous issue date: 2010-04-16 / To use just one quality model in a Information Technology Process Improvement (ITPI) iniciative means just one: language, thought about how to fit organization needs, and way to conduct improvements and appraisals. Despite, to use just one model also means it could exist other ways to deal with ITIPI needs, but this is not going to be considered. To use more than one model, hence, means to model a best solution. Mono-Model ITPI initiatives have similar nature if compared with multi-model initiatives. However, there are multi-model specific challenges like: integration of improvement initiatives, of appraisals, and of quality model. Despite of being possible to model better solutions through multi model ITPI, there are little works about it. This research review works related to this subject, presents challenges multi-model list, and comes up with an approach to deal with these challenges. This approach has the advantage to be independent of the conduct method of improvement, quality model or project improvement phase. / Utilizar um único modelo de qualidade em uma iniciativa de Melhoria de Processos de TI (MPTI) em uma organização significa também única: linguagem, maneira de pensar sobre como atender as necessidades de MPTI, e maneira de conduzir as melhorias e as avaliações. Apesar disso, também significa que poderiam existir outras formas de lidar com estas necessidades, mas que isso sequer será considerado. Utilizar mais de um modelo, portanto, significa que se pode modelar uma melhor solução para os problemas detectados. Iniciativas de MPTI baseadas em um único modelo possuem natureza semelhante àquelas que utilizam múltiplos modelos. Entretanto, podem ser visualizados desafios específicos nas iniciativas multi-modelo, tais como a integração de iniciativas de melhoria, de avaliações, e de modelos de qualidade. Apesar de ser possível modelar melhores soluções através de iniciativas de MPTI multi-modelo, poucos trabalhos tratam de MPTI multi-modelo. Esta pesquisa, além de revisar trabalhos relacionados ao tema, apresenta como resultado uma lista de desafios encontrados em iniciativas multi-modelo e propõe uma abordagem para lidar com eles. Esta abordagem possui como vantagem, em relação às outras analisadas neste trabalho, o fato de ser independente do método de implantação de MPTI que tem sido utilizado na organização, do modelo de qualidade empregado e da fase em que o projeto de melhoria se encontra.