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How to Measure Customer Satisfaction
Murali Chemuturi
Le 30 Avril 2008

Organizations often rely on surveys and questionnaires to determine customer satisfaction ratings, but such methods merely offer a perceived customer rating. Obtaining a realistic measure of customer satisfaction involves computing a metric based on a composite customer satisfaction rating system.

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Productivity for Software Estimators
Murali Chemuturi and Sarada Kaligotla
Presently, software estimation is considered to be an art rather than a science. At the heart of this perception is the lack of understanding of the concept of "productivity." This article attempts to provide insight…
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Criteria for Selecting a Software Estimation Tool
Murali Chemuturi
A plethora of software estimation tools are available, each claimed to be better than the others, thereby confusing prospective buyers. An effective tool ought to provide for all four aspects of software estimation,…
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A Guide to Software Test Tools
James Lyndsay
Testing a system well is harder than building it. In the face of new risks introduced by the ever-increasing complexity of software and hardware, test tools may be your only practical way to be confident that you've got…
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CRM Testing Throughout Implementation
James Lyndsay
In terms of strategic partnerships, the acquirer is responsible for judging how well customer relationship management (CRM) software will function on the equipment and at the site, and with staff, customers, and…
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Program Testing Methodology Part Two: Running Tests and Getting Approval
Dr. Edward J. Moskal
After testing procedures have been created and the type of test data has been determined, link or string testing, and system testing must be executed to ensure the job stream is correct and to locate errors before…
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Program Testing Methodology Part One: Preparing for Testing
Dr. Edward J. Moskal
Program testing and debugging is one of the most critical aspects of implementing a computer system. Without programs which properly work, the system will never process information and produce the output for which it…
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Audit Considerations for Enterprise Software Implementations Part 2: Applying Controls and Audit Emphasis
Joseph J. Strub
Whether audit expertise is provided by an internal staff or an independent, outside agency, calling in an audit specialist is as normal as calling in a kicking specialist in a penalty or field goal situation in…
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