ITIL in Small to Medium-Sized Enterprises: toward a proposal based on an ITIL processes implementation sequence and a pofile scheme strategy for implementing the first process in the sequence

The backdrop of actual problematic about the implementation of Information Technology (IT) services management in Small and Medium Enterprises (SMEs) will be described. It will be exposed the reasons why reaching a maturity/capability level through well-known standards or the implementation of good software engineering practices by means of IT infrastructure Library are really difficult to achieve by SMEs. Also, the solutions to the exposed problems will be explained. Also master thesis goals are presented in terms of: purpose, research questions, research goals, objectives and scope. Finally, thesis structure is described.

Perception of employers and employees regarding the attitude of businesses toward the environment: a qualitative analysis

Commitment and involvement from the different members of an organization are two key elements for an organization to achieve its environmental excellence. Firstly, businesses are aware of the close relationship between their activities and the environment, for they are not only polluting agents but also agents with the capacity to reduce adverse environmental impacts. Secondly, the fact that employees can play a relevant role in terms of the socially responsible measures to be taken by organizations has started to become an irrefutably important issue. This piece of research is intended to help gain knowledge concerning the attitude of the two main actors in productive activity toward the environmental, that is, employers and employees; as well, this research intends to identify factors determining behaviour towards the environmental. For this, we have gathered the ideas and assessments contained in the discourse of a group of small and medium-sized businesses, large company owners and officers, employees, and work related risk prevention representatives. Qualitative work consisted of in-depth interviews and the creation of discussion groups.

A software process improvement solution for small and medium-size enterprises

The focus of this paper is to outline the main structure of an alternative software process improvement method for small- and medium-size enterprises. This method is based on the action package concept, which helps to institutionalize the effective practices with affordable implementation costs. This paper also presents the results and lessons learned when this method was applied to three enterprises in the requirements engineering domain.

How small and medium enterprises can begin their implementation of ITIL?

Sequencing of Information Technology Infrastructure Library (ITIL) processes related to their order of implementation is one of the pending issues in the ITIL handbooks. Other frameworks and process models related to service management (e.g., COBIT, COSO and CMMI-SVC) are quite well described in the literature and their handbooks. However, the identifi cation of the fi rst process to be implemented has not been deeply analysed in the previous frameworks and models, and it is also a complex question to answer for organizations, especially Small and Medium Enterprises (SMEs). Moreover, SMEs are the organizations that have the largest presence in the world economy; offi cial data of General Business Directory, show that their range of presence in different countries around the world is between 93% and 99%, and the average of employment contribution is around 60%. Consequently, the improvement of information technology service management is of vital importance to accomplish in this type of enterprises. This research has focused on two surveys that aim at helping SMEs to select the ITIL process by which starting the implementation of ITIL. In the fi rst survey, data were gathered through a questionnaire to SMEs registered in the region of Madrid. The second survey obtained data from experts and enterprises in countries as Spain, Ecuador, Chile, Luxembourg, Colombia, Norway, El Salvador, and Venezuela. Finally, the results of both surveys show that the tendency for starting an ITIL implementation in SMEs points to one of the processes included in the Service Operation.

The role of a firm's absorptive capacity and the technology transfer process in clusters: How effective are technology centres in low-tech clusters?

This paper analyses how the internal resources of small- and medium-sized enterprises determine access (learning processes) to technology centres (TCs) or industrial research institutes (innovation infrastructure) in traditional low-tech clusters. These interactions basically represent traded (market-based) transactions, which constitute important sources of knowledge in clusters. The paper addresses the role of TCs in low-tech clusters, and uses semi-structured interviews with 80 firms in a manufacturing cluster. The results point out that producer–user interactions are the most frequent; thus, the higher the sector knowledge-intensive base, the more likely the utilization of the available research infrastructure becomes. Conversely, the sectors with less knowledge-intensive structures, i.e. less absorptive capacity (AC), present weak linkages to TCs, as they frequently prefer to interact with suppliers, who act as transceivers of knowledge. Therefore, not all the firms in a cluster can fully exploit the available research infrastructure, and their AC moderates this engagement. In addition, the existence of TCs is not sufficient since the active role of a firm's search strategies to undertake interactions and conduct openness to available sources of knowledge is also needed. The study has implications for policymakers and academia.

Hands-on training in Nonimaging Optics for SME's: the SMETHODS experience

A 5-day training in Nonimaging Optics for European SME’s employees was carried out in June 2012 in the framework of the FP7 funded Support Action "SMETHODS". The training combined theoretical introduction and hands-on practice. The experience was very positive, and the lessons learned will improve the next scheduled sessions. Introduction The FP7 funded Support Action "SMETHODS" [1] is an initiative of seven European academic institutions to strengthen Europe's optics and photonics industry, which has started on 1 September 2011. Participation in training sessions is free for participants, who are selected with priority will be given to employees of small and medium sized European enterprises (SMEs). The consortium in SMETHODS is formed by seven partners that are the most prominent academic institutions in optical design in their countries. Through fully integrated collaborative training sessions, the consortium provides professional assistance as well as hands-on training in a variety of design tasks in four domains: (1) imaging optics, (2) nonimaging optics, (3) wave optics, and (4) diffractive optics. For each of this domains domain, 5-day training sessions are scheduled to be hold in different locations throughout Europe, four times in two years, the teach four times in a 2.5 years period.

Metamodelo para la definición, implantación y mejora de los procesos de gestión de proyectos

En los últimos años hemos sido testigos de la creciente demanda de software para resolver problemas cada vez más complejos y de mayor valor agregado. Bajo estas circunstancias, nos podemos hacer la siguiente pregunta: ¿Está preparada la industria de software para entregar el software que se necesita en los próximos años, de acuerdo con las demandas del cliente? Hoy en día, muchos expertos creen que el éxito de esta industria dependerá de su capacidad para gestionar los proyectos, las personas y los recursos. En este sentido, la gestión de proyectos es un factor clave para el éxito de los proyectos software en todo el mundo. Además, considerando que las Pequeñas y Medianas Empresas de software (PYMEs) representan el 99,87% de las empresas españolas, es vital para este tipo de empresas la implementación de los procesos involucrados con la gestión de proyectos. Es cierto que existen muchos modelos que mejoran la eficacia de la gestión de proyectos, pero la mayoría de ellos se centra únicamente en dos procesos: la planificación del proyecto y la monitorización y control del proyecto, ninguno de los cuales a menudo es asequible para las PYMEs. Estos modelos se basan en el consenso de un grupo de trabajo designado para establecer cómo debe ser gestionado el proceso software. Los modelos son bastante útiles ya que proporcionan lineamientos generales sobre dónde empezar a mejorar la gestión de los proyectos, y en qué orden, a personas que no saben cómo hacerlo. Sin embargo, como se ha dicho anteriormente, la mayoría de estos modelos solamente funcionan en escenarios dentro de las grandes empresas. Por lo tanto, es necesario adaptar los modelos y herramientas para el contexto de PYMEs. Esta tesis doctoral presenta una solución complementaria basada en la aplicación de un metamodelo. Este metamodelo es creado para mejorar la calidad de los procesos de la gestión de proyectos a través de la incorporación de prácticas eficaces identificadas a través del análisis y estudio de los modelos y normas existentes relacionadas con la gestión de proyectos. viii ProMEP – Metamodelo para la gestión de proyectos Por lo tanto, el metamodelo PROMEP (Gestión de Proyectos basada en Prácticas Efectivas) permitirá establecer un proceso estándar de gestión de proyectos que puede adaptarse a los proyectos de cada empresa a través de dos pasos: En primer lugar, para obtener una fotografía instantánea (o base) de los procesos de gestión de proyectos de las PYMEs se creó un cuestionario de dos fases para identificar tanto las prácticas realizadas y como las no realizadas. El cuestionario propuesto se basa en el Modelo de Madurez y Capacidad Integrado para el Desarrollo v1.2 (CMMI-DEV v1.2). Como resultado adicional, se espera que la aplicación de este cuestionario ayude a las PYMEs a identificar aquellas prácticas que se llevan a cabo, pero no son documentadas, aquellas que necesitan más atención, y aquellas que no se realizan debido a la mala gestión o al desconocimiento. En segundo lugar, para apoyar fácilmente y eficazmente las tareas de gestión de proyectos software del metamodelo PROMEP, se diseñó una biblioteca de activos de proceso (PAL) para apoyar la definición de los procesos de gestión de proyectos y realizar una gestión cuantitativa de cada proyecto de las PYMEs. Ambos pasos se han implementado como una herramienta computacional que apoya nuestro enfoque de metamodelo. En concreto, la presente investigación propone la construcción del metamodelo PROMEP para aquellas PYMEs que desarrollan productos software de tal forma que les permita planificar, monitorizar y controlar sus proyectos software, identificar los riesgos y tomar las medidas correctivas necesarias, establecer y mantener un conjunto de activos de proceso, definir un mecanismo cuantitativo para predecir el rendimiento de los procesos, y obtener información de mejora. Por lo tanto, nuestro estudio sugiere un metamodelo alternativo para lograr mayores niveles de rendimiento en los entornos de PYMEs. Así, el objetivo principal de esta tesis es ayudar a reducir los excesos de trabajo y el tiempo de entrega, y aumentar así la calidad del software producido en este tipo de organizaciones. Abstract In recent years we have been witnessing the increasing demand for software to solve more and more complex tasks and greater added value. Under these circumstances, we can ourselves the following question: Is the software industry prepared to deliver the software that is needed in the coming years, according to client demands? Nowadays, many experts believe that the industry’ success will depend on its capacity to manage the projects, people and resources. In this sense, project management is a key factor for software project success around the world. Moreover, taking into account that small and medium-sized software enterprises (SMSe) are the 99.87% of the Spanish enterprises, it is vital for this type of enterprises to implement the processes involved in project management. It is true that there are many models that improve the project management effectiveness, but most of them are focused only on two processes: project planning and project monitoring and control, neither of which is affordable for SMSe. Such models are based on the consensus of a designated working group on how software process should be managed. They are very useful in that they provide general guidelines on where to start improving the project management, and in which order, to people who do not know how to do it. However, as we said, the majority of these models have only worked in scenarios within large companies. So, it is necessary to adapt these models and tools to the context of SMSe. A complementary solution based on the implementation of a metamodel is presented in this thesis. This metamodel is created to improve the quality of project management processes through the incorporation of effective practices identified through the analysis and study of relevant models and standards related to project management. Thus, the PROMEP (PROject Management based on Effective Practices) metamodel will allow establishing a project management standard process to be tailored to each enterprise’s project through two steps: Firstly, to obtain a baseline snapshot of project management processes in SMSe a two-phase questionnaire was created to identify both performed and nonperformed practices. The x ProMEP – Metamodelo para la gestión de proyectos proposed questionnaire is based on Capability Maturity Model Integration for Development v1.2. As additional result, it is expected that the application of the questionnaire to the processes will help SMSe to identify those practices which are performed but not documented, which practices need more attention, and which are not implemented due to bad management or unawareness. Secondly, to easily an effectively support the software project management tasks in the PROMEP metamodel, a Process Asset Library (PAL) is designed to support the definition of project management processes and to achieve quantitative project management in SMSe. Both steps have been implemented as a computational tool that supports our metamodel approach. Concretely, the present research proposes the accomplishment of the PROMEP metamodel for those SMSe which develop software products and enable them to plan, supervise and control their software projects, identify risks and take corrective actions, establish and maintain a set of process assets, define quantitative models that predict the process performance, and provide improvement information. So, our study suggests an alternative metamodel to achieve higher performance levels in the SMSe environments. The main objective of this thesis is help to reduce software overruns and delivery time, and increase software quality in these types of organizations.

Co-creación de semiconductores

El mercado de los semiconductores está saturado de productos similares y de distribuidores con una propuesta de servicios similar. Los procesos de Co-Creación en los que el cliente colabora en la definición y desarrollo del producto y proporciona información sobre su utilidad, prestaciones y valor percibido, con el resultado de un producto que soluciona sus necesidades reales, se están convirtiendo en un paso adelante en la diferenciación y expansión de la cadena de valor. El proceso de diseño y fabricación de semiconductores es bastante complejo, requiere inversiones cada vez mayores y demanda soluciones completas. Se requiere un ecosistema que soporte el desarrollo de los equipos electrónicos basados en dichos semiconductores. La facilidad para el diálogo y compartir información que proporciona internet, las herramientas basadas en web 2.0 y los servicios y aplicaciones en la nube; favorecen la generación de ideas, el desarrollo y evaluación de productos y posibilita la interacción entre diversos co-creadores. Para iniciar un proceso de co-creación se requiere métodos y herramientas adecuados para interactuar con los participantes e intercambiar experiencias, procesos para integrar la co-creación dentro de la operativa de la empresa, y desarrollar una organización y cultura que soporten y fomenten dicho proceso. Entre los métodos más efectivos están la Netnografía que estudia las conversaciones de las comunidades en internet; colaboración con usuarios pioneros que van por delante del Mercado y esperan un gran beneficio de la satisfacción de sus necesidades o deseos; los estudios de innovación que permiten al usuario definir y a menudo crear su propia solución y la externalización a la multitud, que mediante una convocatoria abierta plantea a la comunidad retos a resolver a cambio de algún tipo de recompensa. La especialización de empresas subcontratistas en el desarrollo y fabricación de semiconductores; facilita la innovación abierta colaborando con diversas entidades en las diversas fases del desarrollo del semiconductor y su ecosistema. La co-creación se emplea actualmente en el sector de los semiconductores para detectar ideas de diseños y aplicaciones, a menudo mediante concursos de innovación. El servicio de soporte técnico y la evaluación de los semiconductores con frecuencia es fruto de la colaboración entre los miembros de la comunidad fomentada y soportada por los fabricantes del producto. Con el programa EBVchips se posibilita el acceso a empresas pequeñas y medianas a la co-creación de semiconductores con los fabricantes en un proceso coordinado y patrocinado por el distribuidor EBV. Los semiconductores configurables como las FPGAs constituyen otro ejemplo de co-creación mediante el cual el fabricante proporciona el circuito integrado y el entorno de desarrollo y los clientes crean el producto final definiendo sus características y funcionalidades. Este proceso se enriquece con bloques funcionales de diseño, IP-cores, que a menudo son creados por la comunidad de usuarios. ABSTRACT. The semiconductor market is saturated of similar products and distributors with a similar proposal for services. The processes of co-creation in which the customer collaborates in the definition and development of the product and provides information about its utility, performance and perceived value, resulting in a product that solves their real needs, are becoming a step forward in the differentiation and expansion of the value chain. The design and semiconductor manufacturing process is quite complex, requires increasingly higher investments and demands complete solutions. It requires an ecosystem that supports the development of electronic equipments based on such semiconductors. The ease of dialogue and sharing information that provides internet, web 2.0-based tools and services and applications in the cloud; favor the generation of ideas, the development and evaluation of products and allows the interaction between various co-creators. To start a process of co-creation adequate methods and tools are required to interact with the participants and exchange experiences, processes to integrate the co-creation within the operations of the company, and developing an organization and culture that support and promote such process. Among the most effective methods are the Netnography that studies the conversations of the communities on the internet; collaboration with Lead Users who are ahead of the market and expect a great benefit from the satisfaction of their needs or desires; Innovation studies that allow the user to define and often create their own solution and Crowdsourcing, an open call to the community to solve challenges in exchange for some kind of reward. The specialization of subcontractors in the development and manufacture of semiconductors; facilitates open innovation in the context of collaboration with different entities working in the different phases of the development of the semiconductor and its ecosystem. Co-creation is used currently in the semiconductor sector to detect ideas of designs and applications, often through innovation’s contests. Technical support and evaluation of semiconductors frequently is the result of collaboration between members of the community fostered and supported by the manufacturers of the product. The EBVchips program provides access to small and medium-sized companies to the co-creation of semiconductors with manufacturers in a process coordinated and sponsored by the Distributor EBV. Configurable semiconductors like FPGAs are another example of co-creation whereby the manufacturer provides the integrated circuit and the development environment and customers create the final product by defining their features and functionality. This process is enriched with IP-cores, designs blocks that are often created by the user community.

Metodología para el análisis de los efectos de la rotura de un depósito en entorno urbano y clasificación de su riesgo potencial

El riesgo asociado a la rotura de un depósito de agua en entorno urbano (como la ocurrida, por ejemplo, en la Ciudad Autónoma de Melilla en Noviembre de 1997) y los potenciales daños que puede causar, pone en duda la seguridad de este tipo de infraestructuras que, por necesidades del servicio de abastecimiento de agua, se construyen habitualmente en puntos altos y cercanos a los núcleos de población a los que sirven. Sin embargo, la baja probabilidad de que se produzca una rotura suele rebajar los niveles de alerta asociados a los depósitos, haciéndose hincapié en la mejora de los métodos constructivos sin elaborar metodologías que, como en el caso de las presas y las balsas de riego, establezcan la necesidad de clasificar el riesgo potencial de estas infraestructuras en función de su emplazamiento y de estudiar la posible construcción de medidas mitigadoras de una posible rotura. Por otro lado, para establecer los daños que pueden derivarse de una rotura de este tipo, se hace imprescindible la modelización bidimensional de la ola de rotura por cuanto la malla urbana a la que afectaran no es susceptible de simulaciones unidimensionales, dado que no hay un cauce que ofrezca un camino preferente al agua. Este tipo de simulación requiere de una inversión económica que no siempre está disponible en la construcción de depósitos de pequeño y mediano tamaño. Esta tesis doctoral tiene como objetivo el diseño de una metodología simplificada que, por medio de graficas y atendiendo a las variables principales del fenómeno, pueda estimar un valor para el riesgo asociado a una posible rotura y sirva como guía para establecer si un deposito (existente o de nueva implantación) requiere de un modelo de detalle para estimar el riesgo y si es conveniente implantar alguna medida mitigadora de la energía producida en una rotura de este tipo. Con carácter previo se ha establecido que las variables que intervienen en la definición de riesgo asociado a la rotura, son el calado y la velocidad máxima en cada punto sensible de sufrir daños (daños asociados al vuelco y arrastre de personas principalmente), por lo que se ha procedido a estudiar las ecuaciones que rigen el problema de la rotura del depósito y de la transmisión de la onda de rotura por la malla urbana adyacente al mismo, así como los posibles métodos de resolución de las mismas y el desarrollo informático necesario para una primera aproximación a los resultados. Para poder analizar las condiciones de contorno que influyen en los valores resultantes de velocidad y calado, se ha diseñado una batería de escenarios simplificados que, tras una modelización en detalle y un análisis adimensional, han dado como resultado que las variables que influyen en los valores de calado y velocidad máximos en cada punto son: la altura de la lamina de agua del depósito, la pendiente del terreno, la rugosidad, la forma del terreno (en términos de concavidad) y la distancia del punto de estudio al deposito. Una vez definidas las variables que influyen en los resultados, se ha llevado a cabo una segunda batería de simulaciones de escenarios simplificados que ha servido para la discusión y desarrollo de las curvas que se presentan como producto principal de la metodología simplificada. Con esta metodología, que solamente necesita de unos cálculos simples para su empleo, se obtiene un primer valor de calado y velocidad introduciendo la altura de la lámina de agua máxima de servicio del depósito cuyo riesgo se quiere evaluar. Posteriormente, y utilizando el ábaco propuesto, se obtienen coeficientes correctores de los valores obtenidos para la rugosidad y pendiente media del terreno que se esta evaluando, así como para el grado de concavidad del mismo (a través de la pendiente transversal). Con los valores obtenidos con las curvas anteriores se obtienen los valores de calado y velocidad en el punto de estudio y, aplicando la formulación propuesta, se obtiene una estimación del riesgo asociado a la rotura de la infraestructura. Como corolario a la metodología mencionada, se propone una segunda serie de gráficos para evaluar, también de forma simplificada, la reducción del riesgo que se obtendría con la construcción de alguna medida mitigadora como puede ser un dique o murete perimetral al depósito. Este método de evaluación de posible medidas mitigadoras, aporta una guía para analizar la posibilidad de disminuir el riesgo con la construcción de estos elementos, o la necesidad de buscar otro emplazamiento que, si bien pueda ser no tan favorable desde el punto de vista de la explotación del depósito, presente un menor riesgo asociado a su rotura. Como complemento a la metodología simplificada propuesta, y además de llevar a cabo la calibración de la misma con los datos obtenidos tras la rotura del depósito de agua de Melilla, se ha realizado una serie de ejemplos de utilización de la metodología para, además de servir de guía de uso de la misma, poder analizar la diferencia entre los resultados que se obtendrían con una simulación bidimensional detallada de cada uno de los casos y el método simplificado aplicado a los mismos. The potential risk of a catastrophic collapse of a water supply reservoir in an urban area (such as the one occurred in Melilla in November 1997) and the damages that can cause, make question the security in this kind of infrastructures, which, by operational needs, are frequently built in high elevations and close to the urban areas they serve to. Since the likelihood of breakage is quite low, the alert levels associated to those infrastructures have also been downgraded focussing on the improvement of the constructive methods without developing methodologies (like the ones used in the case of dams or irrigation ponds) where there is a need of classifying the potential risk of those tanks and also of installing mitigating measures. Furthermore, to establish the damages related to a breakage of this kind, a twodimensional modelling of the breakage wave becomes imperative given that the urban layout does not provide a preferential way to the water. This kind of simulation requires financial investment that is not always available in the construction of small and medium sized water tanks. The purpose of this doctoral thesis is to design a simplified methodology, by means of charts and attending to the main variables of the phenomenon, that could estimate a value to the risk associated to a possible breakage. It can also be used as a guidance to establish if a reservoir (existing or a new one) requires a detailed model to estimate the risk of a breakage and the benefits of installing measures to mitigate the breakage wave effects. Previously, it has been established that the variables involved in the risk associated to a breakage are the draft and the maximum speed in every point susceptible to damages (mainly damages related to people). Bellow, the equations ruling the problem of the reservoir breakage have been studied as well as the transmission of the breakage wave through the urban network of the city and the possible methods to solve the equations and the computer development needed to a first approach to the results. In order to be able to analyse the boundary conditions affecting the values resulting (speed and draft), a set of scenarios have been designed. After a detailed modelling and a dimensionless analysis it has been proved that the variables that influence the operational draughts and the maximum speed in every point are the water level in the tank, the slope, the roughness and form (in terms of concavity) of the terrain and the distance between the tank and the control point. Having defined the involving variables, a second set of simulations of the simplified scenarios has been carried out and has helped to discuss and develop the curves that are here presented as the final product of the simplified methodology. This methodology only needs some simple calculations and gives a first value of draft and speed by introducing the maximum water level of the tank being evaluated. Subsequently, using the suggested charts, the method gives correction coefficients of the measured values for roughness and average slope of the assessed terrain as well as the degree of concavity (through transverse gradient).With the values from the previous curves (operational draughts and speed at the point of survey) and applying the proposed formulation, an estimation of the risk associated to the breakage of the infrastructure is finally obtained. As a corollary of the mentioned methodology, another set of diagrams is proposed in order to evaluate, in a simplified manner also, the risk reduction that could be gained with the construction of some mitigating measures such as dikes or retaining walls around the reservoir. This evaluating method provides a guide to analyse the possibility to reduce the risk, constructing those elements or even looking for a different site that could be worse in terms of exploitation of the tank but much safer. As a complement to the simplified methodology here proposed, and apart from completing its calibration with the obtained data after the reservoir breakage in Melilla, a number of examples of the use of the methodology have been made to be used as a user guide of the methodology itself, as well as giving the possibility of analysing the different results that can be obtained from a thorough two-dimensional simulation or from the simplified method applied to the examples.

E-CRM in SMEs: an exploratory study in Sangammer region of Maharashtra in India

Although there are many definitions of SME's there is no globally accepted definition of a small or medium-sized enterprise. Small Medium Enterprises (SME) the catalyst in economic growth & development of the country, are facing tough competition in market place and in establishing themselves as credible supplier of quality product and services. In India they are producing more than 8000 different products. The common perception is that small to medium businesses have very little options in terms of CRM solutions. This is clearly not the case. SME's now have a lot of options and can exercise same. Businesses are shifting from product centric to customer centric. Long before the advent of technology, businesses have always recognized that the customer is the soul of every business. Businesses try to have personal relationship with their customers. Moving towards customer centric approach is a multi prolonged efforts that requires transformation of process, culture and strategy from top level to every individual employee. Technology has a crucial role in providing tools and infrastructure to support this. CRM supports SMEs in their business customer loyalty.