NDLI: Case study: How analysis of customer found defects can be used by system test to improve quality

Content Provider	IEEE Xplore Digital Library
Author	Moritz, E.
Copyright Year	2009
Description	Author affiliation: AVAYA, USA (Moritz, E.)
Abstract	In the context of long-term, large-scale, industrial software development, process improvement and measurement to support process improvement is a necessity. Our software projects face the ongoing challenge, “How can we reduce the number of customer found defects in a cost-effective manner?” This paper describes how the system test team of a large telecommunications company approached this challenge. Customer found defects were analyzed in a systematic way to provide information that system testers could turn into actionable activities in a test lab. Our findings indicated that most defects found by customers were associated with existing feature usage in various configurations while our test focus had primarily been on new feature operation. We categorized the information from our analysis using a technique called Minimum Conditions. Then, these data, together with an Exploratory Test method, were used to supplement existing test processes. The effort resulted in a $750,000 savings over two product releases.
Starting Page	123
Ending Page	129
File Size	107218
Page Count	7
File Format	PDF
ISBN	9781424434954
DOI	10.1109/ICSE-COMPANION.2009.5070970
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2009-05-16
Publisher Place	Canada
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Software testing System testing Costs Automatic testing Programming Computer industry Large-scale systems Software measurement Continuous improvement Information analysis
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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