DocumentCode :
2085935
Title :
Metrics for managing customer view of software quality
Author :
Chulani, S. ; Ray, B. ; Santhanam, P. ; Leszkowicz, R.
Author_Institution :
IBM Almaden Res. Center, San Jose, CA, USA
fYear :
2003
fDate :
3-5 Sept. 2003
Firstpage :
189
Lastpage :
198
Abstract :
Traditional software metrics, such as code coverage, McCabe complexity, etc. address the needs of a software engineer. In contrast, managers of software development organizations face a broader set of issues. For example, an executive responsible for multiple products and releases has to understand the customer views of those products and put in place, appropriate actions across the products that will be of high business value. We present examples of data and metrics associated with service (i.e. product support) for field reported problems and customer critical situations, and customer satisfaction ratings across a comprehensive range of software product attributes. Issues arising in the data integration, analysis, and correlation of these metrics are highlighted. A systematic methodology for statistical analysis of the data that enables management to derive key, actionable drivers of change through the metrics is presented. We also present an outline of a decision support system developed at IBM for tracking and using software metrics to enable executives to make better informed decisions in supporting their products.
Keywords :
customer satisfaction; knowledge management; software development management; software metrics; software quality; software reliability; statistical analysis; McCabe complexity; code coverage; customer satisfaction rating; customer view; decision support system; information integration; knowledge management; software development organization; software measurement framework; software metrics; software product; software quality management; statistical data analysis; Customer satisfaction; Databases; Decision support systems; Knowledge management; Product development; Quality management; Software metrics; Software quality; Statistical analysis; Usability;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Software Metrics Symposium, 2003. Proceedings. Ninth International
ISSN :
1530-1435
Print_ISBN :
0-7695-1987-3
Type :
conf
DOI :
10.1109/METRIC.2003.1232467
Filename :
1232467
Link To Document :
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