Business service evaluation: An approach to the CMMi - Service system
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Abstract
The lack of knowledge of the quality maturity of service companies, as well as the causes of the problem, has required the development of a quality maturity level measurement tool for companies that have implemented a Quality Management System. The objective of the work was to develop a CMMi - Service quality maturity level measurement tool for service companies with a Quality Management System, by verifying compliance with specific goals and practices, which allow quantify as a percentage the five levels of maturity of quality of the company and in this way know the current state of its processes, to identify areas and projects for improvement. The research objective is to measure the level of quality maturity CMMi - SERVICE to service companies with a Quality Management System. The methodology had a qualitative approach, due to the fact that various theories regarding the study variables were analyzed. The results obtained by the study determined that the levels of quality maturity, in the web graph of the cobweb network, there is a majority percentage of quality maturity for each level of the CMMi - SERVICE model. The main conclusion was that the tool measures the percentage of the level of quality maturity from level 2 to level 5; level 1 will always be 100% because all companies are capable of providing services.
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David Oswaldo Córdova-Albán, Universidad de las Fuerzas Armadas ESPE - Ecuador
Master in Quality and Productivity Management from the University of the Armed Forces ESPE Sangolquí.
Commercial Engineer with a major in Finance and Marketing from the Salesian Polytechnic University.
Professor at the University of the Armed Forces ESPE
Martha Liliana Albán-Bautista, Universidad Técnica de Ambato - Ecuador
With a PhD. in Strategic Business Administration from the Business School of the Pontificia Universidad Católica de Perú CENTRUM.
Accredited by the Secretary of Higher Education, Science, Technology and Innovation (SENESCYT) to carry out research activities in Ecuador through Registry
Member of the Organization for Women in Science for the Developing World (OWSD).
Member of the Socially Leadership Research Center
Responsible, Women and Equity, of the Graduate Academic Department in Business (DAPN) of the Pontifical Catholic University of Peru (PUCP).
Member of the Ecuadorian Network of Scientific Women (REMCI) and Member of REMCI Nodo Universidad Técnica de Cotopaxi (UTC).
I am passionate about gender issues, I have published some scientific articles and books in the specialty areas: Gender, Balance,
Science; Business Administration; Management and Operations.
Milton Marcelo Cárdenas-Cárdenas, Universidad Técnica de Cotopaxi - Ecuador
PhD candidate in Organizational Sciences at the Universidad de Los Andes-Venezuela.
M.B.A. in Administration and Marketing
Diploma in Marketing Management
Diploma in Administrative Management
Titular Teaching Business Engineer at the Technical University of Cotopaxi.
Director of the Business Administration career at the Technical University of Cotopaxi
Coordinator of the Master's program in Business Administration at the Technical University of Cotopaxi.
Publication of scientific articles and books in the areas of specialty: Business Administration; Management and Operations,
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