Monitoring service quality: methods and solutions to implement a managerial dash-board to improve software development
This work addresses service quality management for software development teams in the banking sector, but it appears incremental as it focuses on applying existing methods to a specific domain.
The paper tackled the problem of monitoring service quality in an inter-bank network with strict uptime requirements by implementing a managerial dashboard for software development, resulting in the derivation and evaluation of aggregated indicators from two years of data collection.
The software used for running and handling the inter-bank network framework provides services with extremely strict uptime (above 99.98 percent) and quality requirements, thus tools to trace and manage changes as well as metrics to measure process quality are essential. Having conducted a two year long campaign of data collection and activity monitoring it has been possible to analyze a huge amount of process data from which many aggregated indicators were derived, selected and evaluated for providing a managerial dash-board to monitor software development.