Abstract
IT environment is changing and competitiveness, The business need maintain a great performance for survive. There are many models with good practices. However, the very small enterprises can find many obstacles for implement them. The general objective from this thesis is improve the process performance of the organization, at least, 30%. Using the Lean approach for improvement, and extracting the best practices for CMMI-SVC and ITIL.
For this, a mixed case study was performed in a very small enterprise in Santiago of Chile, where the next steps were followed: select process, gap analysis, metrics definition, do, and finally, documentation. The project was executed in 3 iterations of 4 weeks each.
Improvement was in average of 40.38% compared to 30\% expected. This can be explained because it is the first improvement project, and second, contingent problems were attacked.
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Abstract
The IT environment is changing and competitiveness, The business needs to maintain a great performance for to survive/for survival. There are many models with good practices. However, the very small businessesenterprises can find many obstacles for to implementing them. The general objective from this thesis is to improve the process performance of the organization, at least, 30%. Using the Lean approach for improvement, and extracting the best practices for CMMI-SVC and ITIL.
For this, a mixed case study was performed in a very small enterprise business in Santiago of Chile, where the next following steps were followed: select process, gap analysis, metrics definition, do, and finally, documentation. The project was executed in 3 iterations/segments of 4 weeks each.
Improvement was in an average of 40.38% compared to 30\% expected. This can be explained because it is the first improvement project, and second, contingent problems were attacked.
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