This web page contains miscellaneous documents supporting application and service delivery. More files on Mike's site and Linda's page. Additional files available upon request.

Aspects of Data Warehousing and XML

File size=1.41MB. Contents: Collection of PowerPoint presentations on data warehousing, data architecture, XML, etc.

Issue Management Artifacts

File size=161KB. Contents: Documents related to general aspects of issue management.

Solution Centered Support

File size=316KB. Contents: Collection of documents on solution-centered support, including quality, ROI, organizational factors. Topic relates to issue management and help desk operations.

Service Incident Standards

File size=1.55MB. Contents: Customer Support Consortium Service Incident Exchange Model, Standards and Knowledge Exchange (PowerPoint and Word formats).

General Quality Management

File size=382KB. Contents: PowerPoint and Word documents covering linkage analysis, Six Sigma, Causal Defect Analysis, TQM, etc.

ISO 9001 Quality Manual

File size=50KB. Contents: ISO 9001 compliant quality manual in Word format.

Software Quality Management

File size=1.9MB. Contents: Mostly PDF files covering SQA topics: Orthogonal Defect Classification, SQA, Defect Reporting and Resolution, Defect Prevention, etc.

Managing Process Improvement

File size=251KB. Contents: Complete book on Managing Process Improvement in MS Word format.

Model-Based Architecture

File size=606KB. Contents: Guidelines for Model-Based (System) Architecting and Software Engineering (MBASE) in MS Word format. Well worth downloading.

CMM-related files

File size=562KB. Contents: Compreshensive description of FAA-iCMM Project, from which the SEI CMMI was [partially] derived. All files are in MS Word format.

CMM Appraisal Method

File size=451KB. Contents: Internal CMM appraisal method used by FAA. Word format. .

SPICE Baseline

File size=479KB. Contents: Software Process Improvement Capability Determination baseline documents in MS Word format.

EuroMethod Documents

File size=773KB. Contents: Documentation from EuroMethod Project for defining customer-supplier relationships for IT Services. MS Word format.