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.
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
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