CMMI for Services: Guidelines for Superior Service (Hardcover)

Eileen Forrester, Brandon Buteau, Sandra Shrum

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商品描述

CMMI® for Services (CMMI-SVC) is a comprehensive set of guidelines to help organizations establish and improve processes for delivering services. By adapting and extending proven standards and best practices to reflect the unique challenges faced in service industries, CMMI-SVC offers providers a practical and focused framework for achieving higher levels of service quality, controlling costs, improving schedules, and ensuring user satisfaction.

 

This indispensable book comprises both an introduction to the CMMI-SVC model and an authoritative reference for it. The contents include the complete model itself, formatted for quick lookup. In addition, the book’s authors have refined the model’s introductory chapters; provided marginal notes to clarify the nature of particular process areas and show why their practices are valuable; and inserted longer sidebars to explain important concepts. Brief essays by people with experience in different application areas further illustrate how the model works in practice and what benefits it offers.

 

The book is divided into three parts.

 

Part One begins by thoroughly explaining CMMI-SVC, its concepts, and its use. The authors provide robust information about service concepts, including a discussion of lifecyles in service environments; outline how to start using CMMI; explore how to achieve process improvements that last; and offer insights into the relationships among process areas.

 

Part Two describes generic goals and generic practices, then details the complete set of CMMI-SVC process areas, including specific goals, specific practices, and examples. The process areas are organized alphabetically by acronym for easy reference.

 

Part Three contains several useful resources, including CMMI—SVC-related references, acronym definitions, a glossary of terms, and an index.

 

Whether you are new to CMMI models or are already familiar with one or more of them, this book is an essential resource for service providers interested in learning about or implementing process improvement.

商品描述(中文翻譯)

CMMI(服務)是一套全面的指南,旨在幫助組織建立和改進提供服務的流程。CMMI(服務)通過適應和擴展經過驗證的標準和最佳實踐,以反映服務行業面臨的獨特挑戰,為提供者提供了實用且專注的框架,以實現更高水平的服務質量,控制成本,改善進度並確保用戶滿意度。

這本不可或缺的書籍既是CMMI(服務)模型的介紹,也是對其的權威參考。內容包括完整的模型本身,以便快速查找。此外,書中的作者還對模型的介紹章節進行了精煉;提供了邊緣註釋,以澄清特定流程領域的性質,並解釋其實踐的價值;並插入了更長的側邊欄,以解釋重要概念。不同應用領域的經驗豐富的人士撰寫的簡短文章進一步說明了模型在實踐中的運作方式以及其帶來的好處。

該書分為三個部分。

第一部分徹底解釋了CMMI(服務)及其概念和用途。作者提供了關於服務概念的豐富信息,包括討論服務環境中的生命周期;概述如何開始使用CMMI;探討如何實現持久的流程改進;並提供了流程領域之間關係的見解。

第二部分描述了通用目標和通用實踐,然後詳細介紹了完整的CMMI(服務)流程領域,包括具體目標,具體實踐和示例。流程領域按照首字母順序進行組織,以便快速查找。

第三部分包含幾個有用的資源,包括與CMMI(服務)相關的參考資料,首字母縮略詞定義,術語詞彙表和索引。

無論您是對CMMI模型還是對其中一個或多個模型已經熟悉,這本書都是對於有興趣了解或實施流程改進的服務提供者來說是一個必不可少的資源。