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Title:
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A PROCESS CAPABILITY MODEL FOR SERVICES IN THE BRAZILIAN PUBLIC SOFTWARE |
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Author(s):
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Márcia R. M. Martinez, Sueli A. Varani, Edgar L. Banhesse, Clenio F. Salviano |
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ISBN:
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978-972-8939-25-0 |
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Editors:
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Bebo White, Pedro Isaías and Diana Andone |
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Year:
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2010 |
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Edition:
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Single |
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Keywords:
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Brazilian Public Software, Process Capability Models, Services. |
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Type:
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Short Paper |
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First Page:
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308 |
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Last Page:
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312 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This article presents a Process Capability Model for Service Providers in the context of the Brazilian Public Software (SPB). SPB is a virtual environment in which the construction and appropriation of knowledge occurs in a collaborative way. In spite of the diversity of Capability Process Models, there is a demand for new models for more specific contexts, such as services in the SPB. The Process Capability Model is structured with Process Capability Areas and Process Capability Levels. The current version of the SPB model is composed of five process capability areas: Admission of Service Providers (APS); Incident Solving (RI); Management of Services (GPS); and Management of Service by the Community (GSC). The process capability levels are levels 0, 1, 2 and 3 as defined in ISO/IEC 15504 Standard. |
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