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How to Measure Customer Satisfaction
Murali Chemuturi
2008年4月30日
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.
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 into the concept of productivity.
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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, namely, size, effort, cost, and schedule.
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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 just what you paid for. From gathering the initial requirements to supporting the system after it has been deployed, test tools are available to support all phases of a project. This article looks at the ways that test tools can be used to design, code, and (of course) test a system.
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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 third-party applications. Acceptance testing involves three basic flavors: user acceptance, operational acceptance, and contractual acceptance. While it is not the only step involved when implementing a CRM system, testing is a fundamental way of finding information and will help you judge a system’s returns and pitfalls.
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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 production. Backup and restart testing must be also be conducted to ensure that the restart points within the system are accurately defined. Finally, to demonstrate the benefits and functionality of the system, management and user approval should be received.
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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 was designed. Testing procedures should be established and testing roles should be demarcated between the programmer and the analyst. Once this is done, test data that can test the limits of the program should then be created.
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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 football. Particularly when you consider the majority of an enterprise software implementation is all about testing, the present of an auditor as a functioning member of the project team makes perfect and logical sense.
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