Visualization of Defect Inflow and Resolution Cycles: Before, During and After Transfer

The link between maintenance and product quality, as well as the high cost of software maintenance, highlights the importance of efficient maintenance processes. Sustaining maintenance work efficiency in a global software development setting that involves a transfer is a challenging endeavor. Studies report on the negative effect of transfers on efficiency. However, empirical evidence on the magnitude of the change in efficiency is scarce. In this study we used a lean indicator to visualize variances in defect resolution cycles for two large products during evolution, before, during and after a transfer. Focus group meetings were also held for each product. Study results show that during and immediately after the transfer the defect inflow is higher, bottlenecks are more visible, and defect resolution cycles are longer, as compared to before the transfer. Furthermore we highlight the factors that influenced the change in defect resolution cycles before, during, and after the transfer.