Improving Customer Satisfaction Through Reduction in Post Release Defect Density (PRDD)

Abstract

Quality of software delivered is a matter of significant concern to all stakeholders, especially the customers. Post release defect density (PRDD) is commonly used as a measure of quality of software delivered and is computationally defined as the number of defects leaked to the customer divided by the size of the software. PRDD is a major determinant of customer satisfaction and hence, improving PRDD would generally result in increase in the level of customer satisfaction. This paper presents a case study that illustrates how to improve PRDD in enhancement and maintenance type of software projects. It describes the approach followed, which involved two stages and applied lean six sigma methodology. Improvements and changes were identified and implemented in selected software project in stage one of this case study. After successful validation in the selected project, these improvements and changes were extended and replicated to other similar software projects in stage two. This paper postulates that improvements and changes in planning of certain engineering activities in the projects, selected based on statistical tools such as process capability analysis, scenario analysis, and sensitivity analysis, would result in reduction in PRDD. It also postulates that tracking of the above activities using statistical tools such as control chart and cause and effect diagram would ensure the sustenance of improvements in PRDD. Finally, it illustrates how reduction in PRDD would eventually result in higher level of customer satisfaction.