Benchmarking application quality

unknown

Hello,
I am wondering if anyone has done metrics tracking on the quality of the Baan or ERP LN application. We as a technical team can easily say the system us up and available or it is not, but how does one measure the quality of the application in a quantitive measure?

Looking forward to hearing from anyone who has attempted this.

Thanks!

joatzin

Hi. We track a variety of things with our ERP LN incidents. Basically, we measure the quality of the solutions/responsiveness to the incidents and other questions we may have.

Specifically, we measure the number of incidents that are waiting for solutions, and their age. How "old" are the incidents, and also how long did it take to get a solution.

We define aging measures by the Severity level. We exclude severity 5s because they're enhancements. For Severity 2, 3 and 4s, we have ranges of time (for each Severity) that we measure "success". We use color ratings (gold, silver, bronze, yellow and red). For example, if a solution for a Sev 2 incident is provided to us within two weeks of submitting it in Xtreme, then we consider that a Gold rating. If the solution doesn't come for 3 months, then we consider that Red. Then the ranges are different for Sev 3 and 4. The "rating" time frames are driven from our internal IT schedules to implement integrated solutions. Your company may be perfectly satisfied with getting a Severity 2 solution in a month or two and could consider that an A+ for Quality.

We also keep track of whether or not the solution passes our internal validation testing and if it doesn't we track the "returns" and the fact that we get a "revised" solution.