Improving quality of services using Capability Maturity Model Integration for Services

by Erukulapati, Kishore, M.S.Q.A., CALIFORNIA STATE UNIVERSITY, DOMINGUEZ HILLS, 2011, 119 pages; 1507399

Abstract:

This research provides information on making use of Capability Maturity Model Integration for Services (CMMI-SVC) for service process improvement. CMMI-SVC is a comprehensive set of guidelines and best practices that can help service delivery organizations develop and improve processes for delivering services. CMMI-SVC offers service providers a proven framework for achieving higher levels of service quality, cost controls, schedule improvements, employee satisfaction, and user satisfaction. Adapting and extending practical and focused standards and best practices, service organizations can overcome the challenges faced in the industry. CMMI-SVC encourages discipline for managing services and leads to lasting process improvement in organizations. CMMI-SVC brings credibility and improves service organizations' ability to compete in the global marketplace. The focus of this study is to understand, analyze CMMI-SVC, and present how CMMI-SVC can help service delivery organizations improve the quality of their services.

AdviserRobert Spencer
SchoolCALIFORNIA STATE UNIVERSITY, DOMINGUEZ HILLS
Source TypeThesis
SubjectsManagement; Industrial engineering
Publication Number1507399

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