A Customer-driven Approach to Software Metrics

Wenje Lai, Cisco Systems

In their drive to delight customers, organizations initiate testing and quality improvement programs and define metrics to measure their success. In many cases, we see organizations declare success even though their customers do not see much improvement in either products of services. Wenje Lai and J.P. Chen share their approach of identifying quality improvement needs and defining the appropriate metrics that link improvement goals to customer experiences. As a result, the resources allocated to internal quality improvement efforts maximize the value to the business. Their approach is a simple three-step procedure that any test or development organization can easily adopt. It starts with using customer survey data to understand the organization’s customer pain points and ends with identifying the metrics that are linked to the customer experience and actionable by development and test teams inside the organization.

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