Aplicação do Analytic Hierarchy Process na priorização de valor para o cliente no processo de desenvolvimento de software

Abstract

For the success in software development it is necessary to balance the objectives of suppliers with the needs of their customers; in this context, this work explores the prioritization of the dimensions of value for the customer in the development of software for fuel stations, being determined the main dimensions of value in the given context, as well as the division of dimensions into three subcriteria each, approaching the prioritization model of company decision-makers to the criteria of their customers. Thus, this research aims to present the main dimensions of value to the software customer for gas stations, comparing priorities with decision-makers and consumers, and presenting a value prioritization model for software suppliers for gas stations. For this, this work uses a systematic review of the literature to delimit the main dimensions of value according to the existing literature, answering how the value can be measured, what its main dimensions are, and what is the definition of value in the context of software development; following the dimensions are subdivided into three subcriteria each, the dimensions next to the subcriteria form the AHP model applied to 12 specialists divided between 6 decision-makers and 6 customers of a software company for posts, priorities are evaluated between the 12 responses and then between the two groups of decision-makers and customers. The available resource dimensions, costs, and delivery time are found as the main components of customer value in software development; available features are subdivided between software functionality, performance, and availability; cost subcriteria are fixed, variable and indirect costs; and delivery time was divided between deployment time, customization, and troubleshooting; the cost criterion is found as the leading dimension in the value composition for the customer, followed by the available resources and finally by the delivery time; when aggregate priorities are separated between decision-makers and customers there is a difference in prioritization, decision-makers having a greater relevance of available resources rather than costs, while customers point to costs as the main component of value; using the subcriteria is noted the availability of the software (as availability and troubleshooting time) as a point of attention for the software vendors. Finally, in the scenario of software development for gas stations, customer value is defined as the customer's qualitative perception of how well and how fast software can meet customer needs in contrast to the cost of software; there is also a need to expand research to other segments, to compare value prioritization in different user and product contexts.