MATURIDADE CMM, QUALIDADE DE PROCESSOS SIX SIGMA E SUA RELAÇÃO COM A QUALIDADE PERCEBIDA PELO CLIENTE: ESTUDO DE CASO XEROX

• Ano de defesa: 2007
• Autor(a) principal: Toledo, Roberto Farias de
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Qualidade percebida; Six Sigma; CMM; desenvolvimento de sistemas; Customer perceived quality; SIX SIGMA; software development; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/21181

This research is intended to identify the quality perceived by the information systems customer and the relation between the quality of the measured software development process by the CMM and the quality of the business process optimized by the SIX SIGMA. The theoretical referential used in this research were the instrument for evaluate the quality of the service (SERVQUAL) of Valerie A. Zeithaml, A. Parasuraman and Leonard L. Berry, the model Lean Six Sigma of George, Michael L. and the Capability Maturity Model CMM for development of systems from SEI (Software Engineering Institute), of the Carnegie Mellon University. Having the existing literature about the subject the objective of the research was evaluate the perception that the users have of the quality of the products of systems generated by the projects developed with the utilization of the CMM and of the business process that were optimized with the SIX SIGMA and his products of systems developed with CMM, through research and a questionnaire applied in Brazil at XEROX Comércio e Indústria