Designing Software for Ease of Extension and Contraction
IEEE Transactions on Software Engineering
Quality assurance and maintenance application systems
AFIPS '83 Proceedings of the May 16-19, 1983, national computer conference
Human investment techniques for effective software maintenance
AFIPS '83 Proceedings of the May 16-19, 1983, national computer conference
| Hi-index | 0.00 |
This paper discusses the experience of OCLC, Online Computer Library Center, Inc., with maintaining user satisfaction with performance of its online system. OCLC is an innovator in the field of automated library services. Because it is a service organization, user satisfaction with its online services of cataloging, interlibrary loan, serials control, and acquisitions is a major concern. An important component of that satisfaction is online system performance, primarily measured by response time and system availability. This paper also discusses the considerable effort that has been devoted to system support activities to address response time and availability improvement. Among the system support activities discussed are creation of an internal problem reporting and monitoring system, organizing to more clearly delineate responsibility and authority, and communication of system support activities to the user. These activities have had a positive effect on user satisfaction with OCLC's online system.