PROJECT REPORT- MSPSP40

A STUDY ON SOFTWARE PROJECT MONITORING TOLL IN IT

OPERATIONS MANAGEMENT

PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
(2022-2024)
Submitted by

AR ARAVIND

(REG. NO: 221226100469)

PROJECT PROPOSAL NO.1224011534

Under the Guidance of

Dr.S.Rathika.,M.E.,M.B.A.,PhD

Professor, Department of Management Studies

Prince Shri Venkateshwara Padmavathy Engineering College, Ponmar,
Chennai-600 127.

School of Management Studies

TAMILNADU OPEN UNIVERSITY
CHENNAI-6000 15
July - 2024

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 BONAFIDE CERTIFICATE

Certified that this project report entitled “A Study on Software Project

Monitoring Toll in IT Operations Management” is the bonafide work of AR
ARAVIND (221226100469) who carried out research under my supervision
certified further that to the best of my knowledge the work reported here in does
not form part of any other project report or dissertation on the basis of which a
degree was earlier occasion on this.

July-2024 is submitted for the evolution on 04-08-2024

SIGNATURE OF GUIDE

Dr.S.Rathika.,M.E.,M.B.A.,PhD

Professor,

Department of Management Studies

Prince Shri Venkateshwara

Padmavathy Engineering College,

Chennai-600 127.

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 CERTIFICATE OF ORIGINALITY

This is to certify that the Project titled “A Study on Software Project

Monitoring Toll in IT Operations Management”is an original work of
Dr.S.Rathika and is being submitted in partial fulfillment for the award of the
Master’s Degree in Business Administration of Tamil Nadu Open University. This
report or part of this report has not been submitted earlier either to this University
or to any other University / Institution for the fulfillment of the requirement of a
course of study or published / presented for any other purpose.

SIGNATURE OF THE STUDENT SIGNATURE OF GUIDE with SEAL

Place: Place:

Date: Date:

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 DECLARATION

This is certify that I have completed the Project Titled “A Study on

Software Project Monitoring Toll in IT Operations Management” under the
guidance of Dr.S.Rathika in partial fulfillment of the requirement for the award of
degree of Master of Business Administration of Tamilnadu Open University,
Chennai - 600 015. This is an original piece of work and I have not submitted it
earlier elsewhere.

ARARAVIND (22122610046)

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 ACKNOWLEDGEMENT

It is my privilege to record my sincere thanks to our Vice Chancellor, Prof. S.

Arumugam of Tamilnadu Open University, Chennai - 600 015 for consecutive
motivating words to complete my project report.

I have a great pleasure in expressing my sincere thanks to Dr.S.Subramanian,

Professor and Director, Tamilnadu Open University, Chennai - 600 015 and also
thanks to my internal guide Dr.S.Rathika.,M.E.,M.B.A.,PhD Professor,
Department of Management Studies Prince Shri Venkateshwara Padmavathy
Engineering College for her continuous motivation & guidance throughout the
training period.

I would like to thank the Inventory Management in the company and I

would like to thank all the Employees for their extending support during my
project work period.

I acknowledge with sincere gratitude to all those who helped to do the

project. Our heartfelt thanks to the organization and employees or keen support,
guidance and providing valuable information for this study.
I extremely thankful to my parents and my Department staffs for their help
and support to finish the project

(AR ARAVIND)

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 TABLE OF CONTENTS

CHAPTE PAGE

R NO TITLE NO

ABSTRACT viii xVV

LIST OF TABLES ix V

LIST OF FIGURES x V

LIST OF ABBREVIATIONS xi
V

1 INTRODUCTION 0301

1.1INTRODUCTION 01

1.2 SIGNIFICANCE OF STUDY 07

1.3 OBJECTIVES OF THE STUDY 08

1.4 SCOPE OF THE STUDY 08

1.5 LIMITATIONS OF STUDY 09

1.6 ORGANIZATION OF THE PROJECT 09

2 LITERATURE REVIEW 10

3 PROJECT MANAGEMENT SYSTEM 19

3.1 PROJECT MANAGEMENT 19

3.2 PROCESS PERFORMANCE MODELS 22

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 3.3 SOFTWARE DEVELOPMENT LIFE CYCLE 24
MODELS
3.4 PREDICTING CUSTOMER SATISFACTION 25
MODEL
3.5 TYPES OF PROCESS MODELS 26

4 DATA ANALYSIS AND EXPLANATION 28

4.1 INTRODUCTION 28

4.2 CASE SUMMARIES 29

4.2.1 Case Summary of Demographic Variables 29

4.2.2 Case Summary of High Maturity Attributes 33

4.2.3 Case Summary of Customer Satisfaction 37

4.2.4 Case summary of prediction models 39

4.2.5 Case Summary of Proactive Management 41

4.2.6 Case Summary of IT Project Failure Reasons 43

5 SUMMARY OF RESULTS AND SUGGESTIONS 45

5.1 ANTECEDENT OF THE STUDY 45

5.2 FINDINGS FROM THE PRIMARY DATA 48

5.2.1 Primary data 48

5.2.2 Secondary data 48

5.3 RECOMMENDATIONS 49

6 CONCLUSION AND FURTHER WORK 51

6.1 CONCLUSION 51

6.2 FURTHER WORK 52

REFERENCES 53

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 ABSTRACT

Since retaining customers is essential to an organization's long-term

prosperity, they rank as it is most valuable asset. Customer satisfaction is a gauge
of how well a company's goods and services meet or exceed customers'
expectations. Expectations, a crucial performance metric used in the company.
Customer happiness is viewed as a critical differentiator and a crucial component
of corporate strategy in a competitive market. For the Information Technology (IT)
services sector as well, this setting is crucial. Global leaders in IT for business and
technology services assist customers in bringing the workplace of the future to
reality in an increasingly virtualized and globalized corporate environment.
The practical case study demonstrates the influence of
schedule variance and defect density on the customer satisfaction. The case study
also helps us understand how the customer satisfaction prediction values need to be
determined, the steps around what-if analysis, the defect prevention plan and the
tracking mechanism. This illustration gives us the confidence that the customer
satisfaction predictive mechanism can be planned and executed well in an
organization. The operational definition and the measurement system should be
well defined. The user guides, continuous training and discussions are important to
build the high maturity culture in the organization. Customer satisfaction is a
critical parameter to understand how the customer value’s the organizations
services. Improvement of customer satisfaction should be an organizational goal.

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 LIST OF TABLES

Tabl Particulars Page

e No No
4.1 Demography – business segment – respondents 29
4.2 Demography – project type – respondents 30
4.3 Demography – organization size 31
4.4 Demography – market area 32
4.5 Case summary of prediction model implementation 33
4.6 Case summary of high maturity audits 34
4.7 Case summary of project failures 35
4.8 Case summary of project goals 36
4.9 Descriptive statistics on customer satisfaction 37
4.10 Descriptive statistics on prediction model 39
4.11 Descriptive statistics on proactive management 41
4.12 Descriptive statistics on IT project failure reasons 43

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 LIST OF FIGURES

Figure Particulars Page

No No
4.1 Demography – business segment – respondents 30
4.2 Demography – project type – respondents 31
4.3 Demography – organization size 32
4.4 Demography – market area 33
4.5 Prediction model implementation 34
4.6 High maturity audits 35
4.7 Project failures 36
4.8 Project goals 37

List of Abbreviations
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ANOVA - Analysis of Variance

AVE - Average Variance Extracted

CMMI - Capability Maturity Model Integration

CDD - Coding Defect Density

COQ - Cost of Quality

CMMI - Capability Maturity Model Integration

CSAT - Customer Satisfaction

CSS - Customer Satisfaction Score

HMI - High Maturity Implementation

IT - Information Technology

IDE - Integrated Development Environment

MNC - Multi-National Companies

PHI - Project Health Index

OM - Operations Management

PMI - Project Management Institute

PMO - Project Management Office

PMP - Project Management Professional

SEI - Software Engineering Institute

SEM - Structural Equation Modeling

SCM - Supply Chain Management

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