Fiche du document
2013
- doi: 10.1002/smr.1604
Ce document est lié à :
info:eu-repo/semantics/altIdentifier/doi/10.1002/smr.1604
Ce document est lié à :
info:eu-repo/semantics/altIdentifier/pissn/2047-7481
Ce document est lié à :
info:eu-repo/semantics/altIdentifier/urn/urn:nbn:ch:serval-BIB_FF9DC02693777
info:eu-repo/semantics/openAccess , Copying allowed only for non-profit organizations , https://serval.unil.ch/disclaimer
Sujets proches
Service of process Service of papers Abuse of process ProcessCiter ce document
T. Tunkelo et al., « Improving globally distributed software development and support processes - A workflow view », Serveur académique Lausannois, ID : 10.1002/smr.1604
Métriques
Partage / Export
Résumé
We propose a new approach and related indicators for globally distributed software support and development based on a 3-year process improvement project in a globally distributed engineering company. The company develops, delivers and supports a complex software system with tailored hardware components and unique end-customer installations. By applying the domain knowledge from operations management on lead time reduction and its multiple benefits to process performance, the workflows of globally distributed software development and multitier support processes were measured and monitored throughout the company. The results show that the global end-to-end process visibility and centrally managed reporting at all levels of the organization catalyzed a change process toward significantly better performance. Due to the new performance indicators based on lead times and their variation with fixed control procedures, the case company was able to report faster bug-fixing cycle times, improved response times and generally better customer satisfaction in its global operations. In all, lead times to implement new features and to respond to customer issues and requests were reduced by 50%.