In today’s rapidly evolving software development landscape, quality assurance and process improvement are more critical than ever. Organizations are increasingly adopting frameworks like Capability Maturity Model Integration (CMMI) to enhance their software processes, ensure better quality, and manage risks effectively. Among the various process areas (PAs) defined in CMMI Level 2, Supplier Agreement Management (SAM) plays a pivotal role in overseeing relationships with suppliers, especially when dealing with Commercial-Off-The-Shelf (COTS) products or outsourced software components.

This post delves into the SAM process area within CMMI Level 2, emphasizing its significance, challenges, and best practices. We will explore the integration of non-technical features catalogues to streamline supplier management, as discussed in the study by Carvallo et al., and analyze a real-world case study involving ETAPATELECOM, a telecommunications company in Ecuador.

CMMI Overview

CMMI (Capability Maturity Model Integration) is a process-level improvement training and appraisal program administered by the CMMI Institute. CMMI is structured into five maturity levels, each of which groups a set of predefined process areas that are critical for software engineering and development practices. These levels range from Level 1 (Initial) to Level 5 (Optimizing), indicating the organization’s maturity in handling software projects effectively.

CMMI Level 2, known as the “Managed” level, focuses on establishing basic project management practices. Organizations at this level are characterized by their ability to repeat successful processes across similar projects, ensuring that successful practices are retained even in stressful situations.

Developing Non-Technical Features Catalogues

Carvallo et al. proposed a method for constructing a non-technical features catalogue tailored to CMMI Level 2 SAM requirements. The development process involves the following steps:

Defining Characteristics and Subcharacteristics: The catalogue starts by identifying high-level non-technical characteristics (e.g., supplier reputation, cost management) and breaks them down into more specific subcharacteristics.

Customizing the Catalogue: Organizations can customize the catalogue based on their specific needs, project context, and industry standards. This customization ensures relevance and applicability to the particular software acquisition scenario.

Using Metrics for Evaluation: Each non-technical feature is associated with specific metrics that facilitate quantitative evaluation. These metrics provide a uniform way of comparing different suppliers and products, aiding decision-making.

Background of ETAPATELECOM

ETAPATELECOM is a telecommunications company based in Cuenca, Ecuador, providing internet access, data carrying, and fixed telephone services. To support its growth and operational needs, ETAPATELECOM initiated a project to select and adopt several COTS components required for its operations, including mediation, billing, ERP, CRM, BSC, and Call Center management components.

Application of Non-Technical Features in SAM

The implementation of SAM in ETAPATELECOM involved using a non-technical features catalogue to streamline the supplier selection and agreement processes. Key steps included:

• Determining Acquisition Type: The organization evaluated the feasibility of acquiring components from external suppliers versus in-house development. Non-technical features such as cost, support availability, and supplier reputation played a critical role in this decision-making process.
• Selecting Suppliers: ETAPATELECOM issued Request for Information (RFI) forms structured around the non-technical features catalogue. Suppliers were evaluated based on their responses, focusing on non-technical aspects like organizational structure, licensing options, and service guarantees.
• Establishing Supplier Agreements: Detailed agreements were established, incorporating non-technical attributes to ensure clarity and minimize risks. These agreements covered aspects such as budget, timelines, support services, and warranties.
• Monitoring and Executing Agreements: The non-technical features catalogue provided a framework for ongoing monitoring of supplier performance, ensuring adherence to contractual terms and facilitating early detection of potential issues.
• Acceptance and Transition: The final work products were assessed not only for technical compliance but also for adherence to non-technical commitments. This approach ensured a smooth transition of products into operational use, with clear guidelines for future support and maintenance.

Based on the insights from the ETAPATELECOM case study and broader industry experience, the following best practices can enhance SAM implementation in CMMI Level 2 organizations:

• Develop Comprehensive Non-Technical Features Catalogues: Organizations should invest in developing detailed catalogues that cover all relevant non-technical aspects. These catalogues should be tailored to the specific industry and project requirements.
• Integrate Non-Technical Evaluation into Supplier Selection: Non-technical features should be a key component of the supplier evaluation process, alongside technical quality. This integration ensures a holistic view of supplier capabilities and potential risks.
• Use Structured RFIs for Information Gathering: Issuing structured RFIs based on the non-technical features catalogue helps standardize supplier responses, making comparison and evaluation more straightforward.
• Monitor Supplier Performance Against Non-Technical Commitments: Regular monitoring and assessment of supplier performance against non-technical criteria help maintain project alignment and address issues proactively.
• Engage in Continuous Improvement: Organizations should periodically review and update their non-technical features catalogues and SAM practices based on feedback and evolving industry standards.