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Software Customer Satisfaction Surveys Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our software products and services to gain their loyalty and repeat business. Customer satisfaction is therefore a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys. This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.
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Linda Westfall, The Westfall Team
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Problem Resolution Cycle Time Optimization No matter how well we plan and execute software development, defects are generated and can escape to the customers. Failure to quickly resolve software problems leads to negative consequences for our customers and increases internal business costs. A quick deterministic
method to prioritize problems and implement their solution helps to reduce cycle time and costs. Achieving this goal requires several steps. The first is to determine a model that links problem resolution performance to institutional variables and problem characteristics. Statistical Design of Experiments (DOE) is a tool that provides data requirements for estimating the impacts of these variables on problem resolution. Once data has been gathered the results of statistical analysis can be input into a mathematical optimization model to guide the organization.
This paper describes such an analysis.
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Don Porter, Motorola
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Managing Your Outsourcing Contract Through Metrics Have project demands led you to consider outsourcing as a possibility? If so, make sure you get the most bang for your company's outsourced buck-and be able to prove it too. Learn about techniques you can use to manage your outsourcing contract based on an appropriate set of service level measures. Koni Thompson also provides specific recommendations for a metrics-centered approach based on the Capability Maturity Model (CMM).
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Koni Thompson, The David Consulting Group
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Orthogonal Defect Classification at Cisco This presentation outlines the history of the Orthogonal Defect Classification system deployment at Cisco.
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Bob Mullen, Cisco Systems
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Software Metrics State of The Practice This presentation reviews the results of KLCI's Fourth Annual "best practices" study, including: Metrics "Best Practices"; Spending benchmarks for software metrics; Benefits of software metrics; Software measurements used; and Tools for software metrics.
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Peter Kulik, KLCI Research Group
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Communicate and Define the Value of Performance in Dollars and Cents What is the real value of computing performance improvement? What is the real cost of computing performance degradation? This paper describes an approach used at The Boeing Company to answer these questions. The challenges of presenting technical analyses in "dollars and cents, bottom line" terminology, and sample visual formats for communicating computing performance information
clearly, completely and concisely will be discussed.
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Nancy Acree, CAD/CAM Products and Services
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A Practical Framework for Software Measurement Measurement is often defined in terms of collecting data, distinguishing it from analysis-the interpretation and use of data. Clearly, the collection of data must be driven by its intended use. In this presentation, David Card presents a framework that treats measurement and analysis as an integrated process. Discover the four basic components of this framework, and learn how to use the framework to ensure that all-important perspectives and potential users of measurement are considered in the measurement planning process.
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David Card, Software Productivity Consortium
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Predictive Metrics to Estimate Post Project Costs How much will it cost to support your software project based on current estimations? Discover the answer to this question by using statistical estimation methods-including the S-curve and the Rayleigh curve-to help you determine where your projects are in relation to required quality and trendings to meet your post-project cost goals. Learn how to use metrics to predict post-project costs and make better release decisions based on these predictions.
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Geoffrey Facer, Intel Corporation
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Three Numbers to Measure Project Performance We present a method which produces at any time during the execution of a big software
development project a reliable prediction of the total duration and of the total cost to expect
at project completion. The basic idea presented in our paper is to correlate cumulative cost consumed to current
completion reached, and to learn out of this about the future of the project. Prerequisites
are a cost consumption plan and a deliverables completion plan. The approach is
presented both theoretically and on hand of a real life case. Special attention is paid to
project management techniques related to the method.
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Thomas Liedtke and Peter Paetzold, Alcatel
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From Zero to 100: Project Metrics in an Investment Bank Metrics collection, interpretation, and data quality always present a challenge to organizations. In the midst of an ever-increasing organization such as Goldman Sachs, the need for comprehensive metrics has become a top priority. Learn how one company successfully implemented a measurement initiative from ground zero using project management discipline, completion dates, scope definition, and a lifecycle approach-resulting in expanded coverage, more sophisticated usage of data, and support of the management and quality teams.
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Barry Young and Arun Banerjee, Goldman Sachs and Co.
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