Implementing Software Metrics at a Telecommunications Company: A Case Study

Abstract

Establishing and using fundamental measures of software development progress is an essential part of being able to predictably produce high-quality customer-satisfying software within a reasonable agreed-to timeframe. However, in many organizations such measurement is done incompletely or not at all. While various forces encourage measurement programs, others form barriers to such implementation. This case study explores a formal Metrics Program established to track and analyze the development of a new version for the major voicemail product of a mid-sized telecommunications company. The study addresses the evolution of the company’s organizational structure and culture that led to the adoption of the program, the components and structure of the program, the implementation of the program, its effects on product quality and timeliness, and what happened thereafter. The study also raises questions with respect to facilitating an organizational atmosphere where a Metrics Program can flourish.