摘要：The present study intends to identify quality as perceived by users of information systems and the connection between the quality of the software development process as measured by CMM and the quality of the business process optimized by SIX SIGMA. The theoretical references used here are: the instrument to evaluate the quality of the service (SERVQUAL) by Valerie A. Zeithaml, A. Parasuraman and Leonard L. Berry, the "Lean Six Sigma" model by George, Michael L. and the Capability Maturity Model (CMM) for system development from the SEI (Software Engineering Institute), at Carnegie Mellon University. Using the existing literature on the subject as the starting point, survey processes and questionnaires, the goal of the present study is to evaluate users' perception of quality regarding system products generated by CMM-based projects, and business processes optimized by SIX SIGMA, and the way they perceive their system products developed with the CMM. The sample was extracted from XEROX Comercio e Industria.
关键词：Quality perceived by customer;Six Sigma;CMM;software development
