Comparison of process quality characteristics based on change request data

Abstract

The evaluation of metrics on data available in change request management (CRM) systems offers valuable information for the assessment of process quality characteristics. The definition of appropriate metrics that consider the underlying change request workflow and address the information needs of an organization is an intricate task. Furthermore CRM systems usually provide only a number of predefined metrics with limited adaptability. The tool BugzillaMetrics offers a more flexible approach that simplifies defining and adjusting new metrics. However a systematic approach for deriving an appropriate metric in a target-oriented way is needed. This paper describes a corresponding procedure on how to develop and validate metrics on CRM data applicable for the comparison of process quality characteristics. © 2008 Springer Berlin Heidelberg.