Search results for: the project quality.

Authors: Vahhab Attar Olyaee, Fouad Attar Olyaee

Abstract:

Many IT projects come to failure because of having technical approach, focusing on the final product and lack of proper attention to strategic alignment. Project management models quite often have technical management view [4], [8], [13], [14]. These models focus greatly on the finalization of the project product and the delivery of the product to the customer. However, many project problems are due to lack of attention to the needs and capabilities of the organizations or disregarding how to deploy and use the product in the organization. In this regard, in the current research we are trying to present a solution with the purpose of raising the value of the project in an organization. This way, the project outputs will be properly deployed in the organization. Therefore, a comprehensive model is presented which takes into account the whole processes from initial step of project definition to the deployment of the final outputs in the organization and then the definition of all roles and responsibilities to put the model into practice. Taking into account the opinions of experts and project managers, to prove the performance of the model, the project problems were recognized and based on the model, categorized and analyzed. And at the end it is made clear that ignoring the proper definition of the project and not having a proper understanding of the expected value on the one hand and not supervising the emerged value in the process of production and installment are among the most important factors that bring a project to failure.

Keywords: IT Governance, Project Model, Roles and Responsibilities of Project

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Authors: Khamis Al-Gharbi, Said M. Gattoufi, Ali H. Al-Badi, Ali Al-Hashmi

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The case study presents the progression of a project management of Al-Shifa, a healthcare information system in Oman. The case study describes the evolution of the implementation of a healthcare information system tailored to meet the needs of the healthcare units under the supervision of the Ministry of Health (MOH) in Oman. A focus group methodology was used for collecting the relevant information from the main project's stakeholders. In addition reports about the project made available for the researchers. The case analysis is made based on the Project Management approach developed by the Project Management Institute (PMI). The main finding that there was no formal project management approach adopted by the MOH for the development and implementation of the herewith mentioned healthcare information system project. Furthermore, the project had suffered a scope creep in terms of features, cost and time-schedule. The recommendations of the authors, for the rescue of the project from its current dilemma, consist of technological, administrative and human resources development actions.

Keywords: Al-Shifa, Information system, Healthcare, Oman, Project Management.

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Authors: Farrokh J., Azhar K. Mansur

Abstract:

There exists a strong correlation between efficient project management and competitive advantage for organizations. Therefore, organizations are striving to standardize and assess the rigor of their project management processes and capabilities i.e. project management maturity. Researchers and standardization organizations have developed several project management maturity models (PMMMs) to assess project management maturity of the organizations. This study presents a critical evaluation of some of the leading PMMMs against OPM3® in a multitude of ways to look at which PMMM is the most comprehensive model - which could assess most aspects of organizations and also help the organizations in gaining competitive advantage over competitors. After a detailed morphological analysis of the models, it is concluded that OPM3® is the most promising maturity model that can really provide a competitive advantage to the organizations due to its unique approach of assessment and improvement strategies.

Keywords: Project management maturity, project managemen tmaturity models, competitive advantage.

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Authors: Mihai Caramihai, Irina Severin

Abstract:

Despite the extensive use of eLearning systems, there is no consensus on a standard framework for evaluating this kind of quality system. Hence, there is only a minimum set of tools that can supervise this judgment and gives information about the course content value. This paper presents two kinds of quality set evaluation indicators for eLearning courses based on the computational process of three known metrics, the Euclidian, Hamming and Levenshtein distances. The “distance" calculus is applied to standard evaluation templates (i.e. the European Commission Programme procedures vs. the AFNOR Z 76-001 Standard), determining a reference point in the evaluation of the e-learning course quality vs. the optimal concept(s). The case study, based on the results of project(s) developed in the framework of the European Programme “Leonardo da Vinci", with Romanian contractors, try to put into evidence the benefits of such a method.

Keywords: eLearning, European programme, metrics, quality evaluation

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Authors: Nor Asrina Binti Ramlee

Abstract:

Voltage sag, voltage swell, high-frequency noise and voltage transients are kinds of disturbances in power quality. They are also known as power quality events. Equipment used in the industry nowadays has become more sensitive to these events with the increasing complexity of equipment. This leads to the importance of distributing clean power quality to the consumer. To provide better service, the best analysis on power quality is very vital. Thus, this paper presents the events detection focusing on voltage sag and swell. The method is developed by applying time domain signal analysis using wavelet transform approach in MATLAB. Four types of mother wavelet namely Haar, Dmey, Daubechies, and Symlet are used to detect the events. This project analyzed real interrupted signal obtained from 22 kV transmission line in Skudai, Johor Bahru, Malaysia. The signals will be decomposed through the wavelet mothers. The best mother is the one that is capable to detect the time location of the event accurately.

Keywords: Power quality, voltage sag, voltage swell, wavelet transform.

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Authors: Dimitrios Ntardas, Alexandros Tzanetos, Georgios Dounias

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High Voltage Substations (HVS) are the intermediate step between production of power and successfully transmitting it to clients, making them one of the most important checkpoints in power grids. Nowadays - renewable resources and consequently distributed generation are growing fast, the construction of HVS is of high importance both in terms of quality and time completion so that new energy producers can quickly and safely intergrade in power grids. The resources needed, such as machines and workers, should be carefully allocated so that the construction of a HVS is completed on time, with the lowest possible cost (e.g. not spending additional cost that were not taken into consideration, because of project delays), but in the highest quality. In addition, there are milestones and several checkpoints to be precisely achieved during construction to ensure the cost and timeline control and to ensure that the percentage of governmental funding will be granted. The management of such a demanding project is a NP-hard problem that consists of prerequisite constraints and resource limits for each task of the project. In this work, a hybrid meta-heuristic method is implemented to solve this problem. Meta-heuristics have been proven to be quite useful when dealing with high-dimensional constraint optimization problems. Hybridization of them results in boost of their performance.

Keywords: High voltage substations, nature-inspired algorithms, project management, meta-heuristics.

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Authors: F. Z. Eddoug, J. Benhra, R. Benabbou

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Excellence and Success are the ultimate goal for any project and in order to achieve it, every project manager looks for the convenient tools and methods. This work proposes a framework that seeks an efficient management of general project through a lean and agile approach. In order to get this objective, the article was divided in two stages, the first one was emphasized on exploring and analyzing the existing project management models and then in the second one the desired framework was created, beginning by focusing on seven existing models and then proposing for each phase of the framework the convenient lean and agile tools.

Keywords: Agility, hybrid project management, lean, scrum.

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Authors: J. Nisar, S. Halim

Abstract:

The additional relationships i.e., start-to-start, finish-to-finish, and start-to-finish, between activity in Precedence Diagram Method (PDM) provides a more flexible schedule than traditional Critical Path Method (CPM). But, changing the duration of critical activities in the PDM network will have an anomalous effect on the critical path and the project completion date. In this study, we classified the critical activities in two groups i.e., 1. activity on single critical path and 2. activity on multi-critical paths, and six classes i.e., normal, reverse, neutral, perverse, decrease-reverse and increase-normal, based on their effects on project duration in PDM. Furthermore, we determined the maximum float of time by which the duration each type of critical activities can be changed without effecting the project duration. This study would help the project manager to clearly understand the behavior of each critical activity on critical path, and he/she would be able to change the project duration by shortening or lengthening activities based on project budget and project deadline.

Keywords: Construction project management, critical path method, project scheduling, precedence diagram method.

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Authors: Samart Homthong, Wutthipong Moungnoi

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Critical success factors (CSFs) and the criteria to measure project success have received much attention over the decades and are among the most widely researched topics in the context of project management. However, although there have been extensive studies on the subject by different researchers, to date, there has been little agreement on the CSFs. The aim of this study is to identify the CSFs that influence the performance of construction projects, and determine their relative importance for different objectives across five stages in the project life cycle. A considerable literature review was conducted that resulted in the identification of 179 individual factors. These factors were then grouped into nine major categories. A questionnaire survey was used to collect data from three groups of respondents: client representatives, consultants, and contractors. Out of 164 questionnaires distributed, 93 were returned, yielding a response rate of 56.7%. Using the mean score, relative importance index, and weighted average method, the top 10 critical factors for each category were identified. The agreement of survey respondents on those categorised factors were analysed using Spearman’s rank correlation. A one-way analysis of variance was then performed to determine whether the mean scores among the various groups of respondents were statistically significant. The findings indicate the most CSFs in each category in procurement phase are: proper procurement programming of materials (time), stability in the price of materials (cost), and determining quality in the construction (quality). They are then followed by safety equipment acquisition and maintenance (health and safety), budgeting allowed in a contractual arrangement for implementing environmental management activities (environment), completeness of drawing documents (productivity), accurate measurement and pricing of bill of quantities (risk management), adequate communication among the project team (human resource), and adequate cost control measures (client satisfaction). An understanding of CSFs would help all interested parties in the construction industry to improve project performance. Furthermore, the results of this study would help construction professionals and practitioners take proactive measures for effective project management.

Keywords: Critical success factors, procurement phase, project life cycle, project performance.

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Authors: M. Safa, A. Sabet, S. MacGillivray, M. Davidson, K. Kaczmarczyk, C. T. Haas, G. E. Gibson, D. Rayside

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In order to address construction project requirements and specifications, scholars and practitioners need to establish taxonomy according to a scheme that best fits their need. While existing characterization methods are continuously being improved, new ones are devised to cover project properties which have not been previously addressed. One such method, the Project Definition Rating Index (PDRI), has received limited consideration strictly as a classification scheme. Developed by the Construction Industry Institute (CII) in 1996, the PDRI has been refined over the last two decades as a method for evaluating a project's scope definition completeness during front-end planning (FEP). The main contribution of this study is a review of practical project classification methods, and a discussion of how PDRI can be used to classify projects based on their readiness in the FEP phase. The proposed model has been applied to 59 construction projects in Ontario, and the results are discussed.

Keywords: Project classification, project definition rating index (PDRI), project goals alignment, risk.

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Authors: Mouhoubi Nedjima, Sassi Boudemagh Souad

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In the framework of the modernization of the city of Constantine and in order to restore its status as a regional metropolis introducing it into the network of cities international metropolises, has major urban project was launched: project of modernization and of metropolitanization of the city of Constantine. Our research project focuses on the management of the project for the modernization of the city of Constantine (PMMC) focusing on the management of some aspects of the urban project whose participation, with the objective assessment of the managerial approach business. In this contribution, we focus on two cases revealing taken into account in our research work on the question of participation of actors and their organizations. It is "the urban project of modernization of Constantine" and the operation relating to "the urban improvement in the city of the Brothers FERRAD in the district of Zouaghi". This project and this operation with the objective of improving the living conditions of citizens have faced several challenges and obstacles that have been in major part the factors of its failures. Through this study, we examined the management process and the mode of organization of the actors of the project as well as the level of participation of the citizen to finally proposed managerial solutions toconflict situations observed.

Keywords: The urban project, urban improvement, participation, Constantine.

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Authors: Andrej Miklošík, Eva Hvizdová, Štefan Žák

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Many companies have switched their processes to project-oriented in the last years. This brings new possibilities and effectiveness not only in the field of external processes connected with the product delivery but also the internal processes as well. However centralized project organization which is based on the role of project manager in the team has proved insufficient in some cases. Agile methods of project organization are trying to solve this problem by bringing new view on the project organization, roles, processes and competences. Scrum is one of these methods which builds on the principles of knowledge management to drive the project to effectiveness from all view angles. Using this method to organize internal and delivery projects helps the organization to create and share knowledge throughout the company. It also supports forming unique competences of individuals and project teams and drives innovations in the company.

Keywords: agile software development, knowledge management, knowledge dissemination, project management, SCRUM

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Authors: Mohammed Bilal, Noor Hyder

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Agile methodology is a popular project management methodology and is widely used in many engineering projects. In the recent years agile methodology is successful in countering the inherent problems seen in traditional methodology. The application of the Agile methodology in the computational fluid dynamic project had improved the project delivery performance. Computational Fluid Dynamics (CFD) is the method to solve and analyze the fluid flow problems by the application of the numerical analysis. In this paper, study is conducted using agile methodology and results are compared with waterfall methodology. The result shows that the agile methodology is improves the final delivery of the project.

Keywords: Agile methodology, traditional methodology, engineering management, engineering technology, Computational Fluid Dynamics, project management.

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Authors: H. Iranmanesh, M. Madadi

Abstract:

Work Breakdown Structure (WBS) is one of the most vital planning processes of the project management since it is considered to be the fundamental of other processes like scheduling, controlling, assigning responsibilities, etc. In fact WBS or activity list is the heart of a project and omission of a simple task can lead to an irrecoverable result. There are some tools in order to generate a project WBS. One of the most powerful tools is mind mapping which is the basis of this article. Mind map is a method for thinking together and helps a project manager to stimulate the mind of project team members to generate project WBS. Here we try to generate a WBS of a sample project involving with the building construction using the aid of mind map and the artificial intelligence (AI) programming language. Since mind map structure can not represent data in a computerized way, we convert it to a semantic network which can be used by the computer and then extract the final WBS from the semantic network by the prolog programming language. This method will result a comprehensive WBS and decrease the probability of omitting project tasks.

Keywords: Expert System, Mind map, Semantic network, Work breakdown structure,

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Authors: J. Ruso, M. Krsmanovic, A. Trajkovic, Z. Rakicevic

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Since the late 1970s, quality management has become an important tool for achieving a high quality of public e-administration services in many countries. Very important part of quality management in e-administration is measurement of quality indicators related to this sector. Therefore, this paper gives a description of e-administration, including statistics about it and other examples from many countries worldwide, as well as the explanation of quality management in public e-administration. The paper also gives a list and description of quality indicators relevant to e-administration, as part of quality management within the e-administration. Through a literature review and best practices, the paper aims to analyze quality indicators measurement and other parts of good quality management when it comes to the public e-administration and consequently to show the usefulness of quality management in public e-administration in order to provide services of high quality.

Keywords: e-Administration, quality indicators, quality management.

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Authors: Farnaz Motamediyan Dehkordi, Anthony Thompson, Tobias Larsson

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Market competition and a desire to gain advantages on globalized market, drives companies towards innovation efforts. Project overload is an unpleasant phenomenon, which is happening for employees inside those organizations trying to make the most efficient use of their resources to be innovative. But what are the impacts of project overload on organization-s innovation capabilities? Advanced engineering teams (AE) inside a major heavy equipment manufacturer are suffering from project overload in their quest for innovation. In this paper, Agent-based modeling (ABM) is used to examine the current reality of the company context, and of the AE team, where the opportunities and challenges for reducing the risk of project overload and moving towards innovation were identified. Project overload is more likely to stifle innovation and creativity inside teams. On the other hand, motivations on proper challenging goals are more likely to help individual to alleviate the negative aspects of low level of project overload.

Keywords: Innovation, Creativity, Project overload, Agentbased modelling.

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Authors: Crt Gerlec, Marjan Hericko

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The aim of every software product is to achieve an appropriate level of software quality. Developers and designers are trying to produce readable, reliable, maintainable, reusable and testable code. To help achieve these goals, several approaches have been utilized. In this paper, refactoring technique was used to evaluate software quality with a quality index. It is composed of different metric sets which describes various quality aspects.

Keywords: Refactoring, Software Metrics, Software Quality, Quality Index, Agile methodologies

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Authors: Elsheikh Asser

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Time and cost are the main goals of the construction project management. The first schedule developed may not be a suitable schedule for beginning or completing the project to achieve the target completion time at a minimum total cost. In general, there are trade-offs between time and cost (TCT) to complete the activities of a project. This research presents genetic algorithms (GAs) multiobjective model for project scheduling considering different scenarios such as least cost, least time, and target time.

Keywords: Genetic algorithms, Time-cost trade-off.

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Authors: Seyed Hossein Iranmanesh, Zahra Mokhtari

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Estimation time and cost of work completion in a project and follow up them during execution are contributors to success or fail of a project, and is very important for project management team. Delivering on time and within budgeted cost needs to well managing and controlling the projects. To dealing with complex task of controlling and modifying the baseline project schedule during execution, earned value management systems have been set up and widely used to measure and communicate the real physical progress of a project. But it often fails to predict the total duration of the project. In this paper data mining techniques is used predicting the total project duration in term of Time Estimate At Completion-EAC (t). For this purpose, we have used a project with 90 activities, it has updated day by day. Then, it is used regular indexes in literature and applied Earned Duration Method to calculate time estimate at completion and set these as input data for prediction and specifying the major parameters among them using Clem software. By using data mining, the effective parameters on EAC and the relationship between them could be extracted and it is very useful to manage a project with minimum delay risks. As we state, this could be a simple, safe and applicable method in prediction the completion time of a project during execution.

Keywords: Data Mining Techniques, Earned Duration Method, Earned Value, Estimate At Completion.

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Authors: Zhizhong Jiang, Peter Naudé, Binghua Jiang

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Effective evaluation of software development effort is an important issue during project plan. This study provides a model to predict development effort based on the software size estimated with function points. We generalize the average amount of effort spent on each phase of the development, and give the estimates for the effort used in software building, testing, and implementation. Finally, this paper finds a strong correlation between software defects and software size. As the size of software constantly increases, the quality remains to be a matter which requires major concern.

Keywords: Development effort, function points, software quality, software size.

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Authors: Chun-guang Pan, Ying-wu Chen

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Risk response planning is of importance for software project risk management (SPRM). In CMMI, risk management was in the third capability maturity level, which provides a framework for software project risk identification, assessment, risk planning, risk control. However, the CMMI-based SPRM currently lacks quantitative supporting tools, especially during the process of implementing software project risk planning. In this paper, an economic optimization model for selecting risk reduction actions in the phase of software project risk response planning is presented. Furthermore, an example taken from a Chinese software industry is illustrated to verify the application of this method. The research provides a risk decision method for project risk managers that can be used in the implementation of CMMI-based SPRM.

Keywords: Software project, risk management, CMMI, riskresponse planning.

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Authors: Syed Sohaib Bin Hasib, Hiyam Al-Kilidar

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Meeting project deadlines is a major challenge for most construction projects. In this study, perceptions of contractors, clients, and consultants are compared relative to a list of factors derived from the review of the extant literature on project delay. 59 causes (categorized into 8 groups) of project delays were identified from the literature. A survey was devised to get insights and ranking of these factors from clients, consultants & contractors in the Australian construction industry. Findings showed that project delays in the Australian construction industry are mainly the result of skill shortages, interference in execution, and poor coordination and communication between the project stakeholders.

Keywords: Construction, delay factors, time delay, Australian construction industry.

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Authors: Nguyen Manh Hien

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Service quality is the highest requirement by users,  especially for the service in electronic government. During the past  decades, it has become a major area of academic investigation.  Considering this issue, there are a lot of researches that evaluated the  dimensions and e-service contexts. This study also identified the  dimensions of service quality, but focuses on a new concept and  provides a new methodology in developing measurement scales of  e-service quality such as information quality, service quality and  organization quality. Finally, this study will suggest a key factor to  evaluate e-government service quality better.

 

Keywords: E-government, e-service, e-service quality, dimensionality.

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Authors: Bertha Sânduleasa, Aniela Matei, Mihaela Ghenţa, Nicolina Racoceanu

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The increasing divorce and fertility rates outside of marriage, the changing values in the last decades have led to a high prevalence of single parent families. Currently, worldwide, singleparent families represent about a quarter of all families. Recent changes occurring in the structure of single-parent families and also the multitude of factors that influence the quality of life of these families require the development of new research tools in order to provide foundations for social policies addressed to this type of family. The purpose of this paper is to present an analysis concerning the quality of life for single parent families in Romania, based on data collected through a research methodology developed by the authors within a scientific research project funded by a national grant called Partnerships in priority areas.

Keywords: Family policies, quality of life, single-parent families, work-life balance.

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Authors: In Su Na, Gunwon Lee, Seiyong Kim

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This study analyzed the effect of area variables and economic variables on the length of each period of the project in order to analyze the effect of agreement rate on project implementation in housing renewal projects. In conclusion, as can be seen from these results, a low agreement rate may not translate into project promotion, and a higher agreement rate may not translate into project delay. The expectation of the policy is that the lower the agreement rate, the more projects would be promoted, but that is not the actual effect. From a policy consistency viewpoint, changing the agreement rate frequently, depending on the decision of the public, is not reasonable. The policy of using agreement rate as a necessary condition for project implementation should be reconsidered.

Keywords: Area and Economic Variables, Elapsed time, Housing Renewal Project.

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Authors: Suma. V., T. R. Gopalakrishnan Nair

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Defect prevention is the most vital but habitually neglected facet of software quality assurance in any project. If functional at all stages of software development, it can condense the time, overheads and wherewithal entailed to engineer a high quality product. The key challenge of an IT industry is to engineer a software product with minimum post deployment defects. This effort is an analysis based on data obtained for five selected projects from leading software companies of varying software production competence. The main aim of this paper is to provide information on various methods and practices supporting defect detection and prevention leading to thriving software generation. The defect prevention technique unearths 99% of defects. Inspection is found to be an essential technique in generating ideal software generation in factories through enhanced methodologies of abetted and unaided inspection schedules. On an average 13 % to 15% of inspection and 25% - 30% of testing out of whole project effort time is required for 99% - 99.75% of defect elimination. A comparison of the end results for the five selected projects between the companies is also brought about throwing light on the possibility of a particular company to position itself with an appropriate complementary ratio of inspection testing.

Keywords: Defect Detection and Prevention, Inspections, Software Engineering, Software Process, Testing.

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Authors: Sara Najiazarpour, Mahsa Najiazarpour

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There are many problems in contracting projects and their performance. At each project stage and due to different reasons, these problems affect cost, time, and quality. Hence, in order to increase the efficiency and performance in all levels of the chain and with supply chain management approach, there will be a coordination from the beginning of a project to the end of project (handover of project). Contractor selection is the foremost part of construction projects which in this multi-criteria decision-making, the best contractor is determined by expert judgment, different variables, and their priorities. In this paper for selecting the best contractor, numerous criteria were collected by asking from adept experts and then among them, 16 criteria with highest frequency were considered for questionnaire. This questionnaire was distributed between experts. Cronbach's alpha coefficient was used and then based on Borda function important criteria were selected which was categorized in four main criteria as follows: Environmental factors and physical equipment, past performance and technical expertise, affordability and standards. Then with PROMTHEE method, the criteria were normalized and monitored, finally the best alternative was selected. A case study had been done, and the best contractor was selected based on all criteria and their priorities.

Keywords: Evaluation and selecting contractors, project development, supply chain management, multi-criteria decision-making.

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Authors: Amal M. Alrayes

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Data and system quality play a central role in organizational success, and the quality of any existing information system has a major influence on the effectiveness of overall system performance. Given the importance of system and data quality to an organization, it is relevant to highlight their importance on organizational performance in the Kingdom of Bahrain. This research aims to discover whether system quality and data quality are related, and to study the impact of system and data quality on organizational success. A theoretical model based on previous research is used to show the relationship between data and system quality, and organizational impact. We hypothesize, first, that system quality is positively associated with organizational impact, secondly that system quality is positively associated with data quality, and finally that data quality is positively associated with organizational impact. A questionnaire was conducted among public and private organizations in the Kingdom of Bahrain. The results show that there is a strong association between data and system quality, that affects organizational success.

Keywords: Data quality, performance, system quality.

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Authors: Amer A. Boushaala

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The heuristic decision rules used for project scheduling will vary depending upon the project-s size, complexity, duration, personnel, and owner requirements. The concept of project complexity has received little detailed attention. The need to differentiate between easy and hard problem instances and the interest in isolating the fundamental factors that determine the computing effort required by these procedures inspired a number of researchers to develop various complexity measures. In this study, the most common measures of project complexity are presented. A new measure of project complexity is developed. The main privilege of the proposed measure is that, it considers size, shape and logic characteristics, time characteristics, resource demands and availability characteristics as well as number of critical activities and critical paths. The degree of sensitivity of the proposed measure for complexity of project networks has been tested and evaluated against the other measures of complexity of the considered fifty project networks under consideration in the current study. The developed measure showed more sensitivity to the changes in the network data and gives accurate quantified results when comparing the complexities of networks.

Keywords: Activity networks, Complexity index, Networkcomplexity measure, Network topology, Project Network.

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Authors: Nor Fazlina Iryani Abdul Hamid, Mohamad Khatim Hasan

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Numbers of software quality measurement system have been implemented over the past few years, but none of them focuses on telecommunication industry. Software quality measurement system for telecommunication industry was a system that could calculate the quality value of the measured software that totally focused in telecommunication industry. Before designing a system, quality factors, quality attributes and quality metrics were identified based on literature review and survey. Then, using the identified quality factors, quality attributes and quality metrics, quality model for telecommunication industry was constructed. Each identified quality metrics had its own formula. Quality value for the system was measured based on the quality metrics and aggregated by referring to the quality model. It would classify the quality level of the software based on Net Satisfaction Index (NSI). The system was designed using object-oriented approach in web-based environment. Thus, existing of software quality measurement system was important to both developers and users in order to produce high quality software product for telecommunication industry.

Keywords: Software Quality, Quality Measurement, Object-oriented Approach, Net satisfaction Index.

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