5th International Conference on the Quality of Information and Communications Technology

Qualidade: a ponte para o futuro nas TIC

Porto, Portugal. 18-20 Outubro, 2004





TECHNICAL SESSION 7 Dealing with the Risk
Language English
Papers 26,28
Schedule Wednesday, 9.30 to 11.00
Moderator Rodrigo Magalhães (SisConsult)

26 - Title Aplicações de Práticas Selecionadas no Nível 2 do Modelo eSCM-SP V2 em um Órgão da Administração Pública Federal Brasileira.

António Nascimento (Universidade Católica de Brasília)
Claiton Knoth (Politec Informática Ltda)
José Fagundes (Ministério do Planejamento Orçamento e Gestão)

Main Fields 1. A Area - Management perspective
2. B Area - Process perspective
8. H Area - Standardization and Certification
Abstract + Keywords Abstract: Outsourcing in IT is being used in organizations of different sizes and it has been evolving along the past two decades. In Brazil the initiatives in this area already present a great potential for growth. In spite of the fact that there are various methods and techniques in order to manage and assure services quality in IT outsourcing, this is still considered an immature area with few literature about case studies regarding this subject. This article present an application of level 2 practices from the eSCM-SP V2 model (eSourcing Capability Model for Service Providers Version 2).People Management and Relationship Management practices from capability level 2 of the model were selected. A large Brazilian Federal Government Organization and its service providers were chosen for the case study. The work was carried out between May and June, 2004, and it is a pioneer step using the eSCM-SP V2 model in a government organization in Brazil.
Keywords: service quality methods, it outsourcing, service process, case study results.


28 - Title Baselining Wireless Internet Service Development: An Experience Report
Authors Fabio Bella, Fraunhofer IESE
Jürgen Münch, Fraunhofer IESE
Alexis Ocampo, Fraunhofer IESE
Main Fields 1. A Area - Management perspective
2. B Area - Process perspective
Abstract + Keywords - Abstract:
New, emerging domains like the engineering of wireless Internet services are characterized by having either little experience, or only informal experience. Systematic tracking and observation of representative pilot projects can be seen as one means to capture experience, get valuable insight into a new domain, and build initial baselines. This helps to improve the planning of real development projects in business units. This article describes an approach to capture software development experience for the wireless Internet services domain by conducting and observing a series of case studies in the field. Initial baselines concerning effort distribution from the development of two wireless Internet pilot services are presented. Furthermore, major domain-specific risk factors are discussed based on the results of project retrospectives conducted with the developers of the services.
- Keywords:
Wireless Internet Services, Process-centric Knowledge Management, Effort Quality Models, Risk Factors

- Conference topics covered by the paper:
Process modeling, deployment, and improvement; Experimental software engineering; Cost and schedule estimation; Process metrics


Actualizado a 2004-10-17