Implementing “CMMI for Services” in the tourism industry

CMMI – a facilitator for sustainable tourism services?

Thèse de Master , 2009 , 187 Pages , Note: 1,4

Tourisme - Divers

“CMMI for Services” (CMMI-SVC) is a process improvement model, published by the Carnegie Mellon Software Engineering Institute (SEI) in 2009, providing guidance to service or¬ganizations for managing, establishing and delivering services. Tourism is a typical service industry with tour operators being one of the main players. This master thesis describes how CMMI-SVC can be implemented in the tourism industry with the use of a fictitious tour operator to provide examples. In the scenario described, the tour operator wants to focus on the expanding consumer group of LOHAS (Lifestyle of Health and Sustainability) by improving its services, making them more sustainable and adding volunteer tourism to its product portfolio. It is demonstrated how CMMI-SVC would facilitate sustainable tourism services by combining the Global Sustainable Tourism Criteria (GSTC) with CMMI-SVC in a process improvement initiative and how the German ServiceQuality program can be used as a migration path to CMMI-SVC. A SWOT (strengths-weaknesses-opportunities-threats) analysis of CMMI-SVC gives tourism organizations guidance on the rating of the model.

Inhaltsverzeichnis (Table of Contents)

• 1 INTRODUCTION
• 1.1 PROCESS IMPROVEMENT IN THE SERVICE SECTOR
• 1.1.1 IMPORTANCE OF SYSTEMATIC PROCESS IMPROVEMENT
• 1.1.2 CMMI-SVC - A NEW IMPROVEMENT STANDARD FOR THE SERVICE SECTOR
• 1.2 RESEARCH TOPIC
• 1.2.1 INTERPRETING THE NEW STANDARD FOR TOURISM SERVICES
• 1.2.2 DERIVING RESEARCH QUESTIONS
• 1.3 STRUCTURE OF THE THESIS
• 2 THE \"CMMI FOR SERVICES” (CMMI-SVC) MODEL
• 2.1 CAPABILITY MATURITY MODELS
• 2.2 ABSTRACTION LEVELS IN PROCESS IMPROVEMENT
• 2.3 CMMI CONSTELLATIONS
• 2.3.1 COMMON AND SPECIFIC COMPONENTS
• 2.3.2 TRAINING COURSES AND APPRAISALS
• 2.4 CMMI-SVC COMPONENTS
• 2.4.1 OVERVIEW
• 2.4.2 PROCESS AREAS
• 2.4.3 GENERIC GOALS AND GENERIC PRACTICES
• 2.4.4 CAPABILITY AND MATURITY LEVELS
• 2.4.5 KEY TERMS
• 2.4.6 PROCESS AREA RELATIONSHIPS
• 2.4.7 SERVICE LIFECYCLE
• 3 THE TOURISM INDUSTRY
• 3.1 DEFINITION
• 3.2 TOUR OPERATORS - THE MAIN PLAYERS
• 3.3 SERVICES - THE MAIN PRODUCTS
• 3.4 QUALITY MANAGEMENT
• 3.4.1 PHASES IN THE DEVELOPMENT OF THE TOURISM INDUSTRY
• 3.4.2 IMPORTANCE OF PRODUCT AND SERVICE QUALITY IN TOURISM
• 3.4.3 CHALLENGES OF CONTROLLING QUALITY IN TOURISM
• 3.5 SUSTAINABLE TOURISM
• 3.5.1 SUSTAINABLE DEVELOPMENT AS THE BASIS FOR SUSTAINABLE TOURISM
• 3.5.2 GLOBAL SUSTAINABLE TOURISM CRITERIA (GSTC)
• 3.5.3 RELATIONSHIP BETWEEN SUSTAINABLE DEVELOPMENT AND QUALITY
• 4 INTERPRETATION METHOD
• 4.1 SCOPE DEFINITION
• 4.1.1 SELECTING A SUBSECTION OF THE TOURISM INDUSTRY
• 4.1.2 SELECTING A SUBSECTION OF CMMI-SVC
• 4.2 INTERPRETATION CONVENTIONS FOR CMMI-SVC
• 4.2.1 PROCESSES, ROLES AND WORK PRODUCTS
• 4.2.2 GENERIC GOAL 2
• 4.2.3 PROCESS AREAS
• 4.2.4 INTERPRETATION ORDER
• 5 INTERPRETATION OF CMM-SVC FOR A TOUR OPERATOR
• 5.1 ROLES AND WORK PRODUCTS AT FTO
• 5.2 INTERPRETING GENERIC GOAL 2
• 5.2.1 GP 2.1-ESTABLISH AN ORGANIZATIONAL POLICY
• 5.2.2 GP 2.2-PLAN THE PROCESS
• 5.2.3 GP 2.3 - PROVIDE RESOURCES
• 5.2.4 GP 2.4 - ASSIGN RESPONSIBILITY
• 5.2.5 GP 2.5-TRAIN PEOPLE
• 5.2.6 GP 2.6 - MANAGE CONFIGURATIONS
• 5.2.7 GP 2.7 - IDENTIFY AND INVOLVE RELEVANT STAKEHOLDERS
• 5.2.8 GP 2.8- MONITOR AND CONTROL THE PROCESS
• 5.2.9 GP 2.9 - OBJECTIVELY EVALUATE ADHERENCE
• 5.2.10 GP 2.10 - REVIEW STATUS WITH HIGHER LEVEL MANAGEMENT
• 5.3 INTERPRETING PROCESS AREAS
• 5.3.1 STSM - STRATEGIC SERVICE MANAGEMENT
• 5.3.2 SSD - SERVICE SYSTEM DEVELOPMENT
• 5.3.3 REQM - REQUIREMENTS MANAGEMENT
• 5.3.4 SST-SERVICE SYSTEM TRANSITION
• 5.3.5 CAM - CAPACITY AND AVAILABILITY MANAGEMENT
• 5.3.6 SCON - SERVICE CONTINUITY
• 5.3.7 IRP INCIDENT RESOLUTION AND PREVENTION
• 5.3.8 SD SERVICE DELIVERY
• 5.3.9 SAM- SUPPLIER AGREEMENT MANAGEMENT
• 5.4 CONCLUSION AND CRITICAL REVIEW
• 6 COMBINATION OF THE GSTC AND CMMI-SVC
• 6.1 COMBINATION METHOD
• 6.1.1 COMPARING GSTC AND CMMI STRUCTURES
• 6.1.2 COMBINATION ALTERNATIVES
• 6.2 COMBINING THE GSTC AND CMMI-SVC USING DIFFERENT TOPICS
• 6.2.1 POLICY HANDLING
• 6.2.2 PLANNING
• 6.2.3 TRAINING
• 6.2.4 STAKEHOLDER INVOLVEMENT
• 6.2.5 REQUIREMENTS MANAGEMENT
• 6.2.6 MEASUREMENTS
• 6.2.7 SUPPLIER MANAGEMENT
• 6.3 CONCLUSION AND CRITICAL REVIEW
• 7 QUALITY PROGRAMS USED IN THE GERMAN TOURISM INDUSTRY
• 7.1 IDENTIFYING QUALITY PROGRAMS
• 7.2 EFQM, ISO AND SERVICEQUALITY
• 7.2.1 EFQM
• 7.2.2 ISO
• 7.2.3 SERVICEQUALITY (SERVICEQ)
• 7.3 SELECTING AN APPROPRIATE QUALITY PROGRAM
• 7.3.1 SELECTION BASED ON COMPARISON
• 7.3.2 CHARACTERISTICS OF QUALITY PROGRAMS
• 7.3.3 CHARACTERISTICS OF CMMI-SVC
• 8 CMMI-SVC AS A GERMAN TOURISM INDUSTRY QUALITY MODEL
• 8.1 SMALL ORGANIZATIONS DOMINATE THE TOURISM INDUSTRY
• 8.1.1 DEFINITION OF SMES
• 8.1.2 HOW APPROPRIATE ARE QUALITY PROGRAMS FOR SMES?
• 8.1.3 CMMI-SVC FOR SMALL ORGANIZATIONS
• 8.2 PAVING THE WAY FOR CMMI-SVC USING SERVICEQ
• 8.2.1 CMMI-SVC AS A RECOGNIZED QUALITY PROGRAM FOR SERVICEQ LEVEL III
• 8.2.2 How CMMI-SVC AND SERVICEQ CAN COMPLEMENT EACH OTHER
• 8.3 SWOT ANALYSIS OF CMMI-SVC
• 8.4 CONCLUSION AND CRITICAL REVIEW
• 9 CONCLUDING REMARKS
• 9.1 CHALLENGES FACED WHEN WRITING THE THESIS
• 9.2 FUTURE RESEARCH TOPICS

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This Master's thesis examines the implementation of the Capability Maturity Model Integration for Services (CMMI-SVC) in the tourism industry. The primary objective is to analyze the applicability of CMMI-SVC as a framework for improving the quality and sustainability of tourism services. The thesis explores the potential benefits and challenges of adopting this model within the context of the tourism sector. Key themes explored in the thesis include:

• Process improvement in the service sector
• The CMMI-SVC model and its components
• The tourism industry and its characteristics
• Sustainable tourism and its relationship to quality
• Interpreting CMMI-SVC for a tour operator

Zusammenfassung der Kapitel (Chapter Summaries)

• Chapter 1 provides an introduction to the research topic and the importance of process improvement in the service sector. It introduces the CMMI-SVC model as a new improvement standard for the service sector and outlines the research questions that will be addressed in the thesis.
• Chapter 2 delves into the CMMI-SVC model, explaining its structure, components, and key terms. It discusses the different capability maturity levels and the service lifecycle within the CMMI framework.
• Chapter 3 provides an overview of the tourism industry, focusing on the definition of tourism services, the role of tour operators, and the importance of quality management in the sector. It also explores the concept of sustainable tourism and its relationship to quality.
• Chapter 4 outlines the interpretation method used in the thesis to apply CMMI-SVC to a specific tour operator. It defines the scope of the interpretation and outlines the conventions used to translate CMMI-SVC principles into practical applications for the tourism industry.
• Chapter 5 presents the interpretation of CMMI-SVC for a specific tour operator. It examines the roles and work products involved in the tour operation process and analyzes the implications of CMMI-SVC's generic goals and practices for this specific business.
• Chapter 6 explores the combination of the Global Sustainable Tourism Criteria (GSTC) with CMMI-SVC. It examines the potential synergies between these two frameworks and proposes methods for integrating them to achieve both quality and sustainability goals in the tourism industry.
• Chapter 7 examines various quality programs used in the German tourism industry, including EFQM, ISO, and SERVICEQUALITY. It compares these programs to CMMI-SVC and analyzes their suitability for different types of tourism businesses.
• Chapter 8 discusses the applicability of CMMI-SVC for small and medium-sized enterprises (SMEs) in the tourism sector. It explores the challenges and opportunities associated with implementing CMMI-SVC in smaller organizations and proposes strategies for facilitating its adoption.

Schlüsselwörter (Keywords)

The core concepts and themes explored in this thesis include process improvement, service quality, CMMI-SVC, sustainable tourism, tour operators, quality management, and the German tourism industry. The research focuses on applying the CMMI-SVC model to enhance the quality and sustainability of tourism services within the context of the German tourism market.

• Université: University of Applied Sciences Eberswalde
• Note: 1,4
• Auteur: Dipl.-Math., Sustainable Tourism Management (M.A.) Barbara Neeb-Bruckner (Auteur)
• Année de publication: 2009
• Pages: 187
• N° de catalogue: V146359
• ISBN (ebook): 9783640568000
• Langue: anglais
• mots-clé: CMMI, CMMI-SVC, Sustainable Tourism, Service Quality, ServiceQ