Service Quality Evaluation Method for Community-Based Software Outsourcing Process

Service Quality Evaluation Method for Community-Based Software Outsourcing Process

Shu Liu (Harbin Institute of Technology, China), Ying Liu (IBM China Research Lab, China), Huimin Jiang (Harbin Institute of Technology, China), Zhongjie Wang (Harbin Institute of Technology, China) and Xiaofei Xu (Harbin Institute of Technology, China)
DOI: 10.4018/978-1-61350-456-7.ch613
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Abstract

Community-based software development is a promising model to help reduce the pressures such as development costs, human resources access, new market development, and building business competencies. But the big concern is how to ensure the quality of the outsourcing service. In this paper, a service quality evaluation method for community-based software outsourcing process has been proposed. A service quality indicator model with three layers and five dimensions is explained and applied to community-based software outsourcing service supported by Call-For-Implementation (CFI) platform. The calculation method for each quality indicator is demonstrated in detail. A prototype is developed to support the evaluation process and exhibit results of quality evaluation for the community-based software outsourcing based on CFI. This prototype not only measures and displays the status of service quality in real-time, but also provides history data to guide software outsourcing process management.
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2. Overview Of Community-Based Software Outsourcing Process

CFI is a community-based software development method put forward by IBM China Research Lab. This enterprise-to-individual software outsourcing model targets to help create businesses between enterprises and the large community. The community described here is a virtual group composed of individuals such as college students, high school students, and programming freelancers. Based on CFI some labor intensive works in software development, such as coding and testing tasks can be outsourced to the community developers. By leveraging a large number of community developers, the CFI approach can help dramatically reduce software development cost. And also many job opportunities will be offered to students, programming freelancers, and small companies. Figure 1 depicts the overview of the CFI method.

Figure 1.

Call-For-Implementation method overview

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