Statistical Process Control for Software?
IEEE Software
Software maintenance and evolution: a roadmap
Proceedings of the Conference on The Future of Software Engineering
Software Maintenance Management
Software Maintenance Management
Identifying Reasons for Software Changes Using Historic Databases
ICSM '00 Proceedings of the International Conference on Software Maintenance (ICSM'00)
How long did it take to fix bugs?
Proceedings of the 2006 international workshop on Mining software repositories
How Long Will It Take to Fix This Bug?
MSR '07 Proceedings of the Fourth International Workshop on Mining Software Repositories
Predicting Eclipse Bug Lifetimes
MSR '07 Proceedings of the Fourth International Workshop on Mining Software Repositories
ACM Transactions on Software Engineering and Methodology (TOSEM)
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Efficiency is critical to the profitability of software maintenance and support organizations. Managing such organizations effectively requires suitable measures of efficiency that are sensitive enough to detect significant changes, and accurate and timely in detecting them. Mean time to close problem reports is the most commonly used efficiency measure, but its suitability has not been evaluated carefully. We performed such an evaluation by mining and analyzing many years of support data on multiple IBM products. Our preliminary results suggest that the mean is less sensitive and accurate than another measure, percentiles, in cases that are particularly important in the maintenance and support domain. Using percentiles, we also identified statistical techniques to detect efficiency trends and evaluated their accuracy. Although preliminary, these results may have significant ramifications for effectively measuring and improving software maintenance and support processes.