As metodologias ágeis e em especial a Programação eXtrema (XP) surgem como um contraponto aos métodos tradicionais de desenvolvimento de software. Nos encontramos em um momento no qual considera-se aceitável encontrar defeitos em programas de computador, até mesmo naqueles sistemas pelos quais temos que pagar muito dinheiro. Melhorar o ensino de técnicas para que equipes possam colaborar no desenvolvimento de software de qualidade é essencial para que esta área do conhecimento alcance a maturidade que esperamos. O ensino de XP é uma tarefa relativamente complexa pois exige que pessoas passem por uma mudança cultural, para aceitar seus valores, princípios e práticas. Diferentes organizações precisam adaptar a metodologia para que ela funcione bem em seu contexto local. Encontrar maneiras de facilitar o ensino e a adoção das práticas ágeis é fundamental para melhorar a qualidade do software desenvolvido no país. Este trabalho pesquisa o ensino de XP em contextos acadêmicos, governamentais e industriais. Três estudos de caso foram conduzidos e analisados para sugerir padrões que podem auxiliar o ensino da metodologia por um educador em qualquer contexto. / Agile methodologies, specially eXtreme Programming (XP), appear as a counterpoint to traditional software development methods. We live in a moment were it is considered acceptable to find bugs in computer programs, even those for which we pay a lot of money. It is essential to improve the way we teach techniques with which teams can collaborate on the development of quality software so that this area of knowledge reaches the maturity we wish. Teaching XP is a relatively complex task because it implies that people must go through a cultural change to accept its values, principles, and practices. Different organizations need to adapt the methodology so that it will work well in their local context. Finding ways to facilitate teaching and adopting agile practices is fundamental to improve the quality of software being developed in the country. This work researches the process of teaching XP in academic, governmental and industrial con- texts. Three case studies were conducted and analyzed so that we could suggest patterns that can support educators teaching the methodology in any context.

A tecnologia de agentes tem sido reconhecida como um paradigma promissor em sistemas educacionais da nova geração. Entretanto, o esforço e inflexibilidade de algumas metodologias próprias para agentesacarretam num alto custo, tempo e adaptação de escopo. Este trabalho visaavaliar alternativas de desenvolvimento de um jogo educacional médico orientado a agentes, através da aplicação de um estudo de caso, com o intuito de verificar se metodologias próprias para implementação de sistemas multiagentes trazem benefícios no resultado final da implementação do jogo, e também se os resultados alcançados na comparação de processos de desenvolvimento de cunho tradicional e ágil fazem diferença no resultado final. Desta forma, este trabalho compara três metodologias baseadas nos conceitos da Engenharia de Software através de um estudo de caso, sendo elas: O-MaSE que é uma metodologiatradicional de desenvolvimento de sistemas multiagentes e utiliza um processo de desenvolvimento tradicional; AgilePASSI que é baseada no processo de desenvolvimento ágil e específica para sistemas multiagentes; e, por último, Scrum que é uma metodologia ágil, não sendo específica para implementação de sistemas multiagentes / The agent technology has been recognized as a promising paradigm in educational systems of the new generation. However, the effort and inflexibility of some specific methodologies entail a high cost, time and adaptation scope. This work aims to validate options for developing an educational medical game oriented agents by applying an experiment in order to verify that methodologies specific to implement multi-agent systems provide benefits in the result of the implementation of the game, and also the results achieved by comparison of traditional and agile development processes makes a difference in the outcome. Thus, this paper compares three approaches based on the concepts of software engineering through an experiment, as follows: O-MaSE is a traditional methodology for the development of multi-agent systems and uses a traditional development process; AgilePASSI which is based on agile and specific development for multi-agent systems; and finally, Scrum that is an agile methodology, not specific to implementation of multi-agent systems.

A tecnologia de agentes tem sido reconhecida como um paradigma promissor em sistemas educacionais da nova geração. Entretanto, o esforço e inflexibilidade de algumas metodologias próprias para agentesacarretam num alto custo, tempo e adaptação de escopo. Este trabalho visaavaliar alternativas de desenvolvimento de um jogo educacional médico orientado a agentes, através da aplicação de um estudo de caso, com o intuito de verificar se metodologias próprias para implementação de sistemas multiagentes trazem benefícios no resultado final da implementação do jogo, e também se os resultados alcançados na comparação de processos de desenvolvimento de cunho tradicional e ágil fazem diferença no resultado final. Desta forma, este trabalho compara três metodologias baseadas nos conceitos da Engenharia de Software através de um estudo de caso, sendo elas: O-MaSE que é uma metodologiatradicional de desenvolvimento de sistemas multiagentes e utiliza um processo de desenvolvimento tradicional; AgilePASSI que é baseada no processo de desenvolvimento ágil e específica para sistemas multiagentes; e, por último, Scrum que é uma metodologia ágil, não sendo específica para implementação de sistemas multiagentes / The agent technology has been recognized as a promising paradigm in educational systems of the new generation. However, the effort and inflexibility of some specific methodologies entail a high cost, time and adaptation scope. This work aims to validate options for developing an educational medical game oriented agents by applying an experiment in order to verify that methodologies specific to implement multi-agent systems provide benefits in the result of the implementation of the game, and also the results achieved by comparison of traditional and agile development processes makes a difference in the outcome. Thus, this paper compares three approaches based on the concepts of software engineering through an experiment, as follows: O-MaSE is a traditional methodology for the development of multi-agent systems and uses a traditional development process; AgilePASSI which is based on agile and specific development for multi-agent systems; and finally, Scrum that is an agile methodology, not specific to implementation of multi-agent systems.

The software development for mobile devices such as mobile phones, smartphones and tablets requires knowledge not only of processes but also related to software and hardware technology platforms of these devices. Continuous improvement in the performance of these platforms and the increasing demand for a variety of applications require a high competitiveness and, therefore, high levels of productivity and quality. In this scenario, agile methodologies are used and fit well to frequently changing requirements and to time to market. Among these methodologies, Scrum is one of the most accepted and used, contributing to the improvement of project management, team productivity, product quality and increasing the probability of project success. On the other hand, there is an increasing adoption of quality management methodologies such as Lean Six Sigma in Information Technology and Communication (ICT) organizations due to their proven results in improving processes development and quality of services and products developed. Methodologies such as Scrum and Lean Six Sigma have different goals, however, they can contribute together in the development of software for mobile devices. In literature, there are studies that propose the integration of agile methodologies and software quality, however, they have gaps regarding the possibility of systematic reuse of this integration, as well as in evaluating the use of these integrated methodologies. Thus, this paper proposes an evolution of an existing approach, called SLeSS, that integrates Scrum to Lean Six Sigma and has been used in the software customization for mobile phones. The evolution of this approach is to add software development in addition to customization and improve integration mechanisms initially proposed with a focus on evaluation of the practices and principles of Scrum from the use of techniques of Lean Six Sigma. This new version is applied in seven actual projects that are related to software development and customization for mobile devices and their results are also discussed in this dissertation. / O desenvolvimento de software para dispositivos mÃveis como smartphones, celulares e tablets requer conhecimento dos processos e das tecnologias relacionadas Ãs plataformas de software e de hardware desses dispositivos. A melhoria contÃnua no desempenho dessas plataformas e a demanda crescente por uma variedade de aplicaÃÃes impÃem uma alta competitividade e, por conseguinte, exigem nÃveis elevados de produtividade e de qualidade dos projetos de desenvolvimento. Nesse cenÃrio, as metodologias Ãgeis sÃo utilizadas por se adequarem bem Ãs frequentes mudanÃas de requisitos e Ãs demandas de prazo desse nicho de mercado. Dentre essas metodologias, o Scrum à uma das mais aceitas e utilizadas, contribuindo na melhoria da gestÃo de projetos, na produtividade do time, na qualidade dos produtos e no aumento da probabilidade de sucesso dos projetos. Por outro lado, hà uma crescente adoÃÃo de metodologias de gestÃo da qualidade como o Lean Six Sigma por organizaÃÃes da Ãrea de Tecnologia da InformaÃÃo e ComunicaÃÃo (TIC) devido aos seus resultados comprovados na melhoria dos processos de desenvolvimento e da qualidade dos serviÃos e dos produtos desenvolvidos. Metodologias como o Scrum e o Lean Six Sigma possuem objetivos distintos, entretanto, elas podem contribuir juntas no desenvolvimento de software para dispositivos mÃveis. Na literatura existem trabalhos que propÃem a integraÃÃo de metodologias Ãgeis e de qualidade de software, entretanto, esses trabalhos possuem lacunas no que tange a possibilidade de reuso sistemÃtico das mesmas bem como a avaliaÃÃo do uso dessas metodologias integradas. Este trabalho propÃe entÃo uma evoluÃÃo de uma abordagem jà existente, denominada SLeSS, que integra o Scrum ao Lean Six Sigma e que foi utilizada na customizaÃÃo de software para celulares. Essa evoluÃÃo visa ampliar a abordagem tanto para o desenvolvimento de software alÃm da customizaÃÃo quanto para melhorar os mecanismos de integraÃÃo inicialmente propostos com um foco na avaliaÃÃo das prÃticas e princÃpios do Scrum a partir do uso de tÃcnicas do Lean Six Sigma. Para avaliar a nova versÃo, ela à aplicada em sete projetos reais de desenvolvimento e customizaÃÃo de software para dispositivos mÃveis e seus resultados sÃo tambÃm discutidos nesta dissertaÃÃo.

Theme of this thesis is how to choose between agile methodologies of software development. Several agile methodologies, such as SCRUM, Kanban and eXtreme programming are described and also methods of choosing between methodologies or management techniques are discussed. New method of multi-criteria decision process on how to choose between Agile methodologies based on multi-dimensionality is presented with option of improving agile experience by adopting additional techniques. Diploma thesis can serve as managers' hand-book for those who want to change their current software development methodologies or are searching for ways of improving their agile adoption.

As metodologias ágeis e em especial a Programação eXtrema (XP) surgem como um contraponto aos métodos tradicionais de desenvolvimento de software. Nos encontramos em um momento no qual considera-se aceitável encontrar defeitos em programas de computador, até mesmo naqueles sistemas pelos quais temos que pagar muito dinheiro. Melhorar o ensino de técnicas para que equipes possam colaborar no desenvolvimento de software de qualidade é essencial para que esta área do conhecimento alcance a maturidade que esperamos. O ensino de XP é uma tarefa relativamente complexa pois exige que pessoas passem por uma mudança cultural, para aceitar seus valores, princípios e práticas. Diferentes organizações precisam adaptar a metodologia para que ela funcione bem em seu contexto local. Encontrar maneiras de facilitar o ensino e a adoção das práticas ágeis é fundamental para melhorar a qualidade do software desenvolvido no país. Este trabalho pesquisa o ensino de XP em contextos acadêmicos, governamentais e industriais. Três estudos de caso foram conduzidos e analisados para sugerir padrões que podem auxiliar o ensino da metodologia por um educador em qualquer contexto. / Agile methodologies, specially eXtreme Programming (XP), appear as a counterpoint to traditional software development methods. We live in a moment were it is considered acceptable to find bugs in computer programs, even those for which we pay a lot of money. It is essential to improve the way we teach techniques with which teams can collaborate on the development of quality software so that this area of knowledge reaches the maturity we wish. Teaching XP is a relatively complex task because it implies that people must go through a cultural change to accept its values, principles, and practices. Different organizations need to adapt the methodology so that it will work well in their local context. Finding ways to facilitate teaching and adopting agile practices is fundamental to improve the quality of software being developed in the country. This work researches the process of teaching XP in academic, governmental and industrial con- texts. Three case studies were conducted and analyzed so that we could suggest patterns that can support educators teaching the methodology in any context.

This project is devoted to using of agile methodologies in the process of the web development. First, the most widely used traditional and agile methodologies of the software development are theoretically examined. Based on the identified procedures are chosen those that solve the biggest problems associated with the project management of the web development. From the findings is given a rough design of the system with usage of agile procedures. In the final part of the project is mentioned design implemented as the system prototype.

La presente tesis posee un enfoque cuantitativo no experimental de diseño correlacional cuyo objetivo general es determinar si la metodología ágil Scrum se relaciona con la satisfacción del cliente de aplicativos móviles de las principales entidades bancarias declaradas transformadoras digitales en la sección de banca minorista en Lima Metropolitana en el 2019. La metodología ágil Scrum y la satisfacción del cliente son temas de gran impacto, los cuales se desarrollan de manera constante en diversas industrias en el mundo, encontrando zonas inexploradas en cuanto al conocimiento de la relación de ambas variables. En consecuencia, podrían mejorar las metodologías de trabajo en el mundo laboral, así como la experiencia del cliente o usuario final. La investigación se realizó sobre una población de 2,371,542 personas, representados por una muestra de 383 personas, de quienes se recolectó información a través de una encuesta conformada por dos apartados, el primero se enfoca en la variable metodología ágil Scrum, estuvo compuesto por 17 preguntas y se adaptó del artículo “The Impact of Scrum on Costumer Satisfaction An Empirical Study; respecto al segundo apartado, se focalizó en la variable satisfacción del cliente, constituido por 27 preguntas y adaptadas, principalmente, de la herramienta de medición SERVQUAL. De esta manera, ambos apartados de la encuesta fueron llevados al contexto del rubro financiero y validados por jueces expertos, obteniéndose, finalmente un total de 44 preguntas de tipo Likert. Para la relación entre variables se utilizó la aplicación de la estadística no paramétrica, haciendo uso del estadístico Chi-cuadrado y la prueba estadística Rho de Spearman. Los resultados presentan r = 0,68 comprobándose que existe una relación directamente proporcional entre las variables. Asimismo, a un nivel de significancia α=0,05 se obtuvo un p = 0,000 (< 0,05) menor al nivel de significancia, demostrando la existencia significativa de una relación media entre la metodología ágil Scrum y la satisfacción del cliente, sugiriendo a los actores claves de los escenarios afines tomar en cuenta que las modificaciones de aplicaciones móviles desarrolladas con la metodología ágil Scrum impacta en la experiencia del usuario. / This thesis has a non-experimental quantitative approach of correlational design whose general objective is to determine if the Scrum methodology is related to customer satisfaction of mobile applications of the main banking entities declared digital transformers in the retail banking section in Metropolitan Lima in 2019. The Scrum methodology and customer satisfaction are high-impact topics, which are constantly being developed in various industries around the world finding unexplored areas regarding the knowledge of the relationship of both variables. Consequently, they could improve work methodologies in the world of work, as well as the client or end user experience. The research was conducted on a population of 2,371,542 people, represented by a sample of 383 people; this information was collected through a survey composed of two sections, the first one focuses on the Scrum methodology variable, it was composed of 17 questions and was adapted from the article “The Impact of Scrum on Costumer Satisfaction An Empirical Study”; regarding the second section, it focused on the client satisfaction variable, composed of 27 questions and adapted, mainly, from SERVQUAL. In this way, both sections of the survey were taken to the context of the financial sector and validated by expert judges, finally obtaining a total of 44 Likert-type questions. The application of non-parametric statistics was used for the relationship between variables making use of the Chi-square statistic and the Spearman's Rho statistical test. The results show r = 0.68 verifying that there is a directly proportional relationship between the variables. Also, the results show that for a level of significance α = 0.05, it is p = 0.000 (<0.05) lower than the significance level was obtained demonstrating the significant existence of an average relationship between the Scrum methodology and customer satisfaction, suggesting to the key actors of the related scenarios take into account that the modifications of mobile applications developed with the Scrum methodology impact the user experience. / Tesis

The aim of this thesis is to improve the reliability and quality of new requested functionality, and existing modules, at Fortum HR System Solutions. This was conducted through an evaluation of the test processes by implementing principles of Software Testing and Test Management. For the study to successfully improve the testing performed at HR System Solutions, existing test processes were analyzed. The analysis was conducted by evaluating the current test processes using theoretical test evaluation styles called maturity models. The methodology of choice was the Testing Maturity Model (TMM), which was adapted to the nature of HR System Solutions requirements, experience and needs. The evaluation used qualitative methods together with pedagogical principles to conduct interviews and workshops to consolidate the theoretical evaluation. Interviews and workshops were conducted within the team of HR System Solutions, where all members of them team contributed to the thesis at some point. An external interview also took place for comparative study. Results of the evaluation, interviews and workshop were compiled and analyzed accordingly. With the analyzed results in place, flaws in the testing processes were apparent. A generalization of the flaws led to the conclusion in the form of a suggestion. The conclusive suggestion was for Fortum HR System Solutions to establish a test committee/group role within the team. Considering the current economical and organizational situation this job role would be a divided job role appointed to current members of the HR System Solutions team. The research creates a walkthrough on a potential method on understanding inefficiencies within testing processes of a company and providing a cause-based solution. / Undersökningen är inriktad på att förbättra tillförlitligheten och kvalitén på ny begärd funktionalitet, och befintliga moduler, på Fortum HR System Solutions. Detta genomfördes genom en utvärdering av testprocesser genom implementation av principer inom Software Testing samt Test Management. För att förbättra testningen som utförs på HR System Solutions var det nödvändigt att analysera de befintliga testprocesserna. Analysen genomfördes genom att utvärdera de nuvarande testprocesserna med hjälp av teoretiska utvärderingsmetoder som kallas Maturity Models. Den valda metoden var Testing Maturity Model (TMM) som tillämpades med avseende på HR System Solutions förutsättningar, erfarenheter och behov. Utvärderingen använder sig av kvalitativa metoder samt pedagogiska principer för att genomföra intervjuer och workshops stärka den teoretiska utvärderingen från TMM. Intervjuer och workshops genomfördes inom HR System Solutions arbetslag, där alla medlemmar bidrog till examensarbetet. Även en extern intervju gjordes i jämförande syfte. Resultatet av utvärderingen sammanställdes och analyserades i enlighet med de förnämnda teoretiska ramvärken. Med hjälp av analyserna visade sig bristerna hos HR System Solutions testprocesser. En generalisering av bristerna gjordes, vilket ledde till slutsatsen i form av ett förslag. Det slutliga förslaget innebar att Fortum HR System Solutions behöver upprätta en testkommitté/grupp inom arbetslaget. Undersökningen visar en potentiell metod för att förstå ineffektiviteten inom testprocesser i ett företag, och tillhandahålla en orsaks-baserad lösning.

La presente investigación realizada tiene como objetivo principal optimizar los tiempos de entrega de las reparaciones de vehículos ligeros en una empresa de alquiler de vehículos. Para ello, se aplicó la metodología del Lean Service, cuyas herramientas y métodos permitirán desplegar una propuesta de solución sólida, científica y aplicada a la problemática actual antes mencionada. En primer lugar, se realizó la revisión bibliográfica, citando fuentes y artículos científicos que sustenten y avalen la investigación. Luego, se realizó el análisis de la problemática actual y determinación de causas, para ello se aplicaron métodos y herramientas de la ingeniería industrial para la determinación de las causas raíz del problema, las cuales estaban ligadas a los métodos de la empresa. Como consecuencia de este análisis, se formula la hipótesis que la aplicación del Lean Service, a través de las herramientas 5S, Estandarización, TPM y Redistribución de planta, permitirá mitigar el impacto operativo y económico del problema principal, el cual es la demora en las entregas de las reparaciones de vehículos en el taller mecánico de la empresa. Dicha hipótesis es materia de estudio del siguiente capítulo, donde, en primer lugar, se sustenta que el Lean Service es la propuesta de mejora que mejor se ajusta a la descripción y la naturaleza de la presente investigación; para luego desplegar propiamente la metodología en sí. Dicho despliegue se realizó a través de la aplicación de las herramientas del Lean Service antes mencionadas, estructuradas bajo un diseño de propuesta basado en el ciclo de mejora continua PHVA (Planear, Hacer, Verificar y Actuar). Finalmente, para la comprobación y verificación del problema, se realizó una simulación de la propuesta a través de un software, donde se comprobó que efectivamente, luego de la aplicación de la propuesta, se lograría reducir los tiempos de entrega. Además, se realizó una evaluación económica de la propuesta para comprobar la viabilidad del proyecto, respaldando así la presente investigación. / The main objective of this research carried out is to optimize the delivery times of light vehicle repairs in a car rental company. For this, the Lean Service methodology was applied, whose tools and methods will allow to deploy a proposal for a solid, scientific solution applied to the current problems mentioned above. First, the bibliographic review was performed, citing scientific sources and articles that support and endorse the research. Then, the analysis of the current problems and determination of causes was carried out, for this, industrial engineering methods and tools were applied to determine the root causes of the problem, which were linked to the company's methods. As a consequence of this analysis, the hypothesis is formulated that the application of the Lean Service, through the 5S, Standardization, TPM and Layout Redistribution tools, will mitigate the operational and economic impact of the main problem, which is the delay in deliveries of vehicle repairs at the company's mechanical workshop. Said hypothesis is the subject of study in the next chapter, where, in the first place, it is maintained that the Lean Service is the proposal for improvement that best fits the description and nature of the present investigation; and then properly deploy the methodology itself. This deployment was carried out through the application of the Lean Service tools mentioned above, structured under a proposal design based on the PDCA cycle (Plan, Do, Check, Act). Finally, for the verification and verification of the problem, a simulation of the proposal was carried out through software, where it was verified that, effectively, after the application of the proposal, it would be possible to reduce delivery times. In addition, an economic evaluation of the proposal was carried out to verify the viability of the project, thus supporting the present investigation. / Trabajo de Suficiencia Profesional