Foco no cliente em times de desenvolvimento de software: um estudo quantitativo

Fabio Calegari Ribeiro, Cláudio Luis Carvalho Larieira, Adilson Carlos Yoshikuni, Ivanir Costa

Resumo


No início dos anos 2000 o Manifesto Ágil consolidou as práticas ágeis como contraponto ao modelo tradicional de gestão de projetos, considerando entre outras, a colaboração com o cliente e a aceitação às mudanças durante o processo de desenvolvimento de software como princípios básicos. Muitas empresas têm implementado métodos ágeis por influências externas e internas à organização, mas não capturam os principais benefícios da filosofia e continuam focando em eficiência ao invés de eficácia, através da perspectiva utilizada nos modelos tradicionais de gestão de projetos, levando à questão sobre quais fatores são mais importantes ao implementar métodos ágeis com foco no cliente. O objetivo desta pesquisa é avaliar os fatores que influenciam os times ágeis de desenvolvimento na obtenção de foco no cliente. Para avaliar estes fatores foi elaborado um questionário, que foi respondido por profissionais das áreas de TI e negócios que tem ou tiveram contato com métodos ágeis, no Brasil. Os resultados demonstram entre os fatores coleta e entendimento de requisitos, coleta e uso de informações do cliente, recebimento e utilização de feedback do cliente e relacionamento com o cliente quais possuem maior e menor efeito na mensuração do foco no cliente em times ágeis, contribuindo com os profissionais que implementam métodos ágeis em suas organizações para atingir um dos principais objetivos destes métodos, que é a satisfação do cliente.

 


Palavras-chave


Métodos ágeis; Foco no cliente; Satisfação do cliente; Práticas ágeis; Times ágeis

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DOI: https://doi.org/10.5585/gep.v12i3.20254

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