On the Business Impact of Software Process Improvement (original) (raw)

This paper describes research on the perceived impact of process improvement activities on the quality of the services provided to the (internal) customers. A questionnaire was developed to map the notion 'quality of service' from the point of view from both ITdepartments and business customers. These assessments were measures against a subjective scale that runs from 'insufficient' to 'sufficient'. This survey was used in 9 different IT-development organisations, all part of the same holding. On the basis of the internal report on this survey top-management accepted those SPI-investments were providing sufficient benefits and required a repeat at one-year intervals.