Globalization, advancement of technologies, and increment in the demand of the customer change the way of doing business in the companies. To overcome these barriers, the six-sigma define–measure–analyze–improve–control (DMAIC) method is most popular and useful. This method helps to trim down the wastes and generating the potential ways of improvement in the process as well as service industrie...

The capability maturity model integration (CMMI) has become one of the most preferred approaches to software process improvement (SPI). However, the amount of discontinued or delayed CMMIdriven SPI projects is considerable. In this paper we investigate the culture embedded in the CMMI and compare it with the cultures within an implementing organization in Scandinavia by utilising the competing ...

Background: Maturity models for IT service such as CMMI-SVC and MR-MPS-SV requires identification of critical business process and definition of relevant metrics to support decision making, but there is no clear direction or strict suggestion about which should be those processes and metrics. Aims: We aim to identify adequate metrics to be used by organizations deploying IT service maturity mod...