Issues in IT service-oriented requirements engineering

Corporate information technology (IT) management is increasingly service-oriented, offering continuous evaluation and improvement of application, communication, delivery and support services to internal and external customers. Service-oriented requirements engineering (SoRE) plays a significant role in identifying and specifying service requirements, formally defined through service-level agreements (SLAs). However, the new frameworks and approaches emerging to guide these developments have not yet addressed how requirements for such services can be effectively developed, nor identified the diverse issues involved. We report a case study of a web services team development of requirements for an internal Service Desk service. The study revealed five main issues of concern when developing service provider requirements: service roles, responsibilities and accountability; service performance metrics; resolution of conflicting stakeholder service requirements; customer acceptance of service change; and service provider team structure. This study suggests that in the new IT services era, new techniques and approaches are needed for eliciting and determining provider and customer requirements that involve key stakeholder groups equitably and more closely negotiate the sometimes-conflicting provider and customer needs.

A comparative analysis of personal values of international postgraduate students from Asia studying in Australian universities: a cross cultural study

The rising expectations of university students with regard to quality, service and value for money, and the growing diversity of student populations have challenged universities to become increasingly student focused. Marketing theory suggests that a clear understanding of customer needs and expectations is central to being customer focused and to facilitate targeting of products and services to appropriate segments. The process requires the marketer to have insights into the cultural backgrounds of customers where the study of personal values becomes a critical component in understanding consumer needs and preferences. The results of this study indicate that personal values are useful in explaining differences amongst the student cohorts with regard to age, gender and nationality. Recommendations are made with regard to developing the educational product for the international student, based on underlying value domains of Self-efficacy and Hedonism.

Accountability in juvenile justice : a framework to assess client outcomes

This article describes the development of an assessment protocol for use with juvenile justice clients that can be used to assess needs in a manner that not only informs the development of case plans but also allows for the assessment of change over the course of a service contact. The youth justice assessment tool supports case needs identification and analysis as well as screening for mental health concerns, risk of harm to self or others, and risk of reoffending. Initial validation of the case needs component has been undertaken and although further validation is required, preliminary data reported in this article suggest that this type of approach to client assessment does hold some promise.

Metodologia de implantação da construção enxuta: estudo de caso em construtora de porte médio

In recent years, the Brazilian construction industry has gone by changes like currency stability, increasing competition, shortage of skilled labor and increasing quality importance required by the customer, who made the sector companies seek solutions through new management practices in order to become more efficient. A alternative to these management practices is known as Lean Construction which is derived from the Toyota System Production. Lean Construction main goals are to reduce parts of activities that do not add value, increase product value by considering customer needs, reduce variability and production cycle time, simplify process by reducing the number of parts or steps, increase the flexibility in the product execution and transparency process, focus the control on overall process, introduce continuous improvement process, maintain a balance between improvements in flows and conversions and seek to learn from practices adopted by competitors. However, the construction industry is characterized by having nomadic activity, which undertakes an unique product with high cost of production and big inertia for behavioral change, making it difficult to implement the philosophy of lean construction in companies. In this sense, the main objective of this study is to develop a methodology for implementation of the principles of Lean Construction. The method of implementing the proposed management system was designed with the aid of 5W2H tool, and the implementation process is divided into three phases. The first one aims to know in a macro way the current operation of construction, identify who is its target audience and what are the products and services offered to the Market. The second phase aims to describe what actions should be taken and which documents are needed to be created or modified; finally, the third step goal consists in how to control and monitor established processes, where through Strategic Planning the company goals would be set along with their respective targets and indicators in order to keep the system working, aiming for continuous improvement with focus on the customer. This methodology was conceived as a case study analyzing a medium size construction with more than 18 years of activity and certified for almost 10 years with ISO9001 and level A in PBQP-H. We also conclude that this implementation process can be used in any developer and / or builder

Nível de maturidade e comparação dos PDPs de produtos automotivos

O desenvolvimento de novos produtos, que atendam às necessidades do mercado consumidor, é atividade estratégica para sustentabilidade das organizações. O objetivo deste artigo é comparar e avaliar o nível de maturidade desses processos em duas montadoras de veículos instaladas na região Sul Fluminense do País. São discutidas algumas características dos processos, expõe-se o modelo de avaliação, baseado nos critérios do CMMI (Capability Maturity Model Integration), e são apresentados os resultados de pesquisa que investigou o nível de maturidade junto a 47 representantes das empresas estudadas. Como resultado, foi possível identificar lacunas na estruturação dos PDP's, com diversas práticas e ferramentas usadas de forma isolada e não integradas, havendo campo suficiente - no entendimento dos próprios executivos - para serem aprimorados e refinados, o que permitiria torná-los mais completos, abrangentes e potentes para alavancar os resultados de mercado e financeiros das próprias organizações.

Alignment of operations strategy: Exploring the marketing interface

Purpose - The purpose of this paper is to identify factors that can help managers to overcome barriers to alignment of operations strategy at the interface with marketing. Design/methodology/approach - This objective required the application of a procedure based on strategic consensus and a deeper analysis, such that the delimitation of the study in a single case was mandatory. The strategic processes of interfacing involve managerial attributes that are subject to the influence of human aspects and, therefore, the research method used a qualitative approach. The protocol design included the following data sources: interviews, document reviews and researcher observations. The categorisation was made based on the theoretical references, the frequency of observations, common responses and information from documents. Findings - The balance between intra-functional trade-offs, joint research on the competitive context, reflections on the understanding of customer needs and operational performance, and understanding of inter-functional trade-offs were the main factors verified. They effectively support decisions associated with interface processes and promotes the integration of these processes. They can generate inputs that enable managers to achieve an appropriate balance among alternatives in light of various trade-offs. Practical implications - These factors make possible new connections between strategic processes in the context of operations and marketing functions. The formations of these strategies are aligned through a better understanding of both threats and opportunities by means of a joint analysis of the competitive context. The presented findings can be used to develop a clear definition of strategic objectives of operations and a more appropriate treatment of market needs. Originality/value - The findings from the research can be considered as new elements for promoting alignment in the formation process of the operations strategy. Little research to date has examined the operations-marketing strategic interface of companies in the context of strategic consensus. © Emerald Group Publishing Limited.

Fatores críticos de sucesso no processo de desenvolvimento de produtos

Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES)

Estudo sobre o gerenciamento de projeto de desenvolvimento de um veículo Baja para competições

This paper presents a study of practices in project management of a college team that participates in Baja SAE competitions. The use of management techniques can deliver benefits to the project in terms of meeting customer needs, use of time and resources and minimization of risks, for example. Should be sought methods and techniques in agreement with the project context and the team that leads it. This paper analyzes a specific case of baja vehicle project management, obtaining data by means of literature research, archival research and interviews with students on the team (structured and unstructured). The study allowed to relate the practices used by the team and to identify possible areas for improvement, based on the literature on project management. There was thus obtained a set of recommendations for the current team, in future initiatives, and to other teams responsible for carrying out similar projects

Improving logistics services through the technology used in fleet management

Outsourcing logistics has established itself in the area of the LSP (Logistics Service Provider), which offers a range of services to its customers. In this line, transportation is characterized as one of the most important services, and therefore efficient fleet management is essential for establishing a high level of customer service. With advances in technology and vehicle tracking systems, this approach of management has gained new possibilities for the improvement of logistics services. By studying the specific case of an LSP, this paper investigates the use of these technologies in the management of their business and services. The results indicate that the LSP seeks to increase its services and to streamline information in order to respond to customer needs in real time. It is also evident in this case under study that the combination of the technology available together with the fleet management system has become a distinguishing feature for this LSP, one which increases their skills and important information for both customers and business.

Análise do funcionamento e a evolução de um programa de sugestões de ideias e seus benefícios

The competition for markets have created extreme challenges for companies that need an efficient management system. The transformational system involve all the employees in the task of eliminating waste, add value to products, reduce variations in processes, increase reliability and discover customer needs. The collaborative management is one of the focuses of this research. It was based on the analysis of the Fleury's suggestion program called Central de Ideias, The Fleury Group is one of the most traditional organizations of medical and health in the country. We pointed out the evolution of the program and we also showed the results of the changed of the management tool ideas. An extensive theoretical study was conducted in order to enhance the benefits that a suggestion system provides to the organizations. The Programa Central de Ideias has saved millions for Fleury and it has been made processes more efficient. The increasing of employees participation, the improvement of the internal communication and the refinement of the quality services are one of the suggestion system benefits

O planejamento e desdobramento em ações da estratégia de uma pequena empresa varejista

This thesis presents a way to plan and deploy the strategy of a small retailing company with use of lean six sigma technics. In small companies there are mostly no future strategic planning based on the external market and customer needs. Aiming for effective strategies, it is necessary to deal with significant information and transparency of plans and targets. With lean six sigma method it can be achieved and this Thesis has the purpose of analysis of the method application in the creation of a strategy for a small company in the city of Franca, state of São Paulo. The outcomes are a financial and market analysis, a structured strategic planning, an employees function outline, the creation of plans, indicators and targets, and the employees and owners' opinion regarding the new way of working

Análise do funcionamento e a evolução de um programa de sugestões de ideias e seus benefícios

The competition for markets have created extreme challenges for companies that need an efficient management system. The transformational system involve all the employees in the task of eliminating waste, add value to products, reduce variations in processes, increase reliability and discover customer needs. The collaborative management is one of the focuses of this research. It was based on the analysis of the Fleury's suggestion program called Central de Ideias, The Fleury Group is one of the most traditional organizations of medical and health in the country. We pointed out the evolution of the program and we also showed the results of the changed of the management tool ideas. An extensive theoretical study was conducted in order to enhance the benefits that a suggestion system provides to the organizations. The Programa Central de Ideias has saved millions for Fleury and it has been made processes more efficient. The increasing of employees participation, the improvement of the internal communication and the refinement of the quality services are one of the suggestion system benefits

O planejamento e desdobramento em ações da estratégia de uma pequena empresa varejista

This thesis presents a way to plan and deploy the strategy of a small retailing company with use of lean six sigma technics. In small companies there are mostly no future strategic planning based on the external market and customer needs. Aiming for effective strategies, it is necessary to deal with significant information and transparency of plans and targets. With lean six sigma method it can be achieved and this Thesis has the purpose of analysis of the method application in the creation of a strategy for a small company in the city of Franca, state of São Paulo. The outcomes are a financial and market analysis, a structured strategic planning, an employees function outline, the creation of plans, indicators and targets, and the employees and owners' opinion regarding the new way of working

Proteo : lenguaje para la especificación de lenguajes específicos de dominio

Máster Universitario en Sistemas Inteligentes y Aplicaciones Numéricas en Ingeniería (SIANI)

Integration of design tools and knowledge capture into a CAD system: a case study

onceptual design phase is partially supported by product lifecycle management/computer-aided design (PLM/CAD) systems causing discontinuity of the design information flow: customer needs — functional requirements — key characteristics — design parameters (DPs) — geometric DPs. Aiming to address this issue, it is proposed a knowledge-based approach is proposed to integrate quality function deployment, failure mode and effects analysis, and axiomatic design into a commercial PLM/CAD system. A case study, main subject of this article, was carried out to validate the proposed process, to evaluate, by a pilot development, how the commercial PLM/CAD modules and application programming interface could support the information flow, and based on the pilot scheme results to propose a full development framework.