The University of Arizona

Events & News

CS Colloquium

DateThursday, September 25, 2014
Time11:00 am
Concludes12:00 pm
LocationGould-Simpson 906
DetailsPlease join us for coffee and light refreshments at 11am in Gould-Simpson 906.

Faculty Host: Chris Gniady
SpeakerRavi Sethi
AffiliationDepartment of Computer Science, University of Arizona

Customer Quality Improvement of Software Systems

Quality as perceived by customers – customer quality in short – is ultimately what matters for a software product. This talk is based on a multi-year study to actively shape and deploy a customer quality improvement model for Avaya, a global provider of business communication and collaboration systems. The improvement model is data driven and has the following elements:

•A customer quality metric based on serious defects that are reported by customers after systems are deployed.

•A measure of error-removal practices during development, which is a predictor of future customer quality; it has a positive correlation with the customer quality metric.

•The metrics are accompanied by prioritization tools and techniques for focusing limited resources on the top 1% riskiest files in the project’s code repository.

Governance is provided by regular reviews with an R&D Quality Council.