Findings for the Industrial Case Study

Chapter XI presents results, analyses, and conclusions about the industrial case study. From a micro perspective, it presents findings of the management control system of the organization process performance. In particular, it gives special attention to the analysis of data of a set of five successive large-scale software projects which were engineered and managed in the Telecommunications Management Networks (TMN) Section of NEC of Brazil (NOB). These data include project cost (C) and project requirements completeness (R) and they represent the state variables of the software process of the TMN Section. C and R are fed into the cognitive machine which performs the computation of performance indexes of the software process of the TMN Section. The performance indexes include Customer Satisfaction (CS) and Project Management Quality (PMQ). The process of mapping the inputs (C and R) to the outputs (CS and PMQ) was illustrated earlier in Figure 10.2. In this perspective, organization process performance is synonymous with the TMN Section’s process performance. From a macro perspective, this chapter presents analysis and conclusions about the main correlations between measures of organization process improvement and organizational cognition. Findings indicate that improvements in the level of organization process performance are associated with improvements in the level of organization process maturity. Proceeding further, we associate these results with improvements in the degree of organizational cognition. Chapter XI also outlines the main contributions and limitations found with the implementation of The Capability Maturity Model in the organization of study.