| This thesis explores the concept of service to enable an understanding of service product applied to a software product. Subsequently, an investigation takes place on each of the process improvement methodologies used in modern manufacturing industry. Specifically, Six Sigma's Define-Measure-Analyze-Improve-Control (DMAIC) and Lean Manufacturing, to introduce process improvement in service companies and software development processes. Flaws were demonstrated in a study performed in a local software development company---it revealed root causes of problems involving three areas of the company. The Cost of Poor Quality (COPQ) reflected the economic impact of mistakes in the current process as well as its effect on customers. A set of recommendations for improvement in overall service quality, and in the quality of their service product, were presented using the process improvement methods mentioned above. |
