A Queue Theory-Based Approach to Staff Software Maintenance Centers
ICSM '01 Proceedings of the IEEE International Conference on Software Maintenance (ICSM'01)
Assessing Staffing Needs for a Software Maintenance Project through Queuing Simulation
IEEE Transactions on Software Engineering
A Model Checking-based Method for Verifying Web Application Design
Electronic Notes in Theoretical Computer Science (ENTCS)
WAVer: A Model Checking-based Tool to Verify Web Application Design
Electronic Notes in Theoretical Computer Science (ENTCS)
Design verification of web applications using symbolic model checking
ICWE'05 Proceedings of the 5th international conference on Web Engineering
| Hi-index | 0.00 |
The Internet and WEB pervasiveness are changing the landscape of several different areas ranging from information gathering/managing and commerce to software development, maintenance and evolution. Traditionally, phone-centric services, such as ordering of goods, maintenance/ repair intervention requests and bug/defect reporting, are moving towards WEB-centric solutions. This paper proposes the adoption of queue theory to support the design, staffing, management and assessment of WEB-centric service centers. Data from a mailing list archiving a mixture of corrective maintenance and information requests were used to mimic a service center. Queue theory was adopted to model the relation between the number of servants and the performance level. Empirical evidence revealed that by adding an express lane and a dispatcher service time variability is greatly reduced and more complex business rules may be implemented. Moreover, express lane customers experience a reduction of service time, even in the presence of a significant percentage of requests erroneously routed by the dispatcher.