Maintenance Metrics

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					                                       MAINTENANCE /ENHANCEMENT Metrics
S. No.          Measure                   Objective               Data Items to be collected               Units of       Formula for Measure
                                                                                                          Data Item

                                                                a) Actual efforts spent on various
                                                                activities/tasks/ work products
                                  To improve/refine the         b) Estimated efforts for various
  1           Effort Variance     estimation model              activities/tasks/ work products              %age              (a-b)/b *100

                                 To understand our capability   a)Total no. of tickets / feature
                                 to support critical            requests for the period ( sev 1&2)
         Schedule Compliance/SLA applications and improve       b) Total no. of tickets / feature
  2            Compliance        the same                       requests resolved with in SLA                %age               (b/a)*100

                                  To keep a check on efforts    a)Hours spent on resolving re-open
              Re-work Effort      spent on customer reported    defects
  3           (Defect Effort)     defects                       b)Total Hours spent                          %age               a/b*100
                                  To work out resource
                                  requirements and improve
                                  productivity of production    a) No of Tickets                          no of tickets
  4            Productivity       support                       b) Hours spent in resolving the tickets    per hour               (a/b)

                                  To improve the defects
                                  generated at later stage and a) Errors found in reviews
  5        Review Effectiveness   improve the review process b) Errors found in Internal testing             %age             (a/(a+b))*100
  Release Date : 11/20/09

NT Metrics
          Units of         Formula for Measure
         Data Item

             %age                 (a-b)/b *100

             %age                  (b/a)*100

             %age                   a/b*100

        no of tickets
         per hour                     (a/b)

             %age                (a/(a+b))*100

       FIS Global Business Solutions India Pvt Ltd   Author : SEPG                Page 2 of 2

Description: This document provides a list of Maintenance/Enhancement Metrics that can be tracked to record information about a given project or business. The form indentifies what metric is being measured, the objective of the metric, and provides a list of data items that need to be collected or monitored. Then the form provides a formula for calculating the metric; the formula is expresses as a function of the data items. These metrics can be used by project managers or company management to assess the efficiency and productivity of staff or business functions.
This document is also part of a package Product Development Kit 71 Documents Included