...Report Title:The Relationship between Software Metrics and their respective Quality Factors Introduction The major goal of Software Engineering is to produce ‘Quality’ Software that meets the user’s needs. Software quality is defined as “an effective software process applied in a manner that creates a useful product that provides measurable value for those who produce it and those who use it”. (Pressman 2010: 400) For quality software to be designed, the problem must be understood, requirements gathered in order to produce a high-quality software solution, which must contain all the functional features that are required by the end user. McCall (1977) developed a Software Quality model which is vital to obtain data to improve the performance of a piece of software. The McCall quality model defines and identifies the quality of a software product by addressing the three perspectives, product operation; the ability of the product to be easily understood and operated to produce the required results of the user, product revision; the ability of the software product to undergo changes which include error correction, flexibility, system adaptation, product transition; the ability of the software to adapt to new environments and adapt to rapidly changing hardware (Jamwal 2010). The model gives a relationship between Software Quality Factors and Metrics used to quantify the quality of software. Software Quality factors represent attributes or characteristics of software that a user would...
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...University of Pune Sharad L Joshi sharadljoshi@gmail.com Marathwada Mitra Mandal Institute of Mgt Education, Res and Training, Pune A survey of Database Group (2006) has revealed that approximately 65% of the financial institutions have failed in getting expected benefits from huge investments in CRM technology. Another finding of the study conducted by I-L Wu and K-W Wu (2005) approximately 60% of the web-based CRM software (e-CRM) installations are failures. With these findings at the background the researchers have attempted to study the aspect of e-CRM deployment in 11 Indian banks (34 branches) with specific reference to banks in Pune and Mumbai. The study has been conducted in a sectoral comparison of public, private and cooperative banks. The study has contributed to the body of knowledge by suggesting a conceptual framework – PCM-PPT framework which is a result of quantitative and qualitative analysis of responses by bankers and e-CRM consultants. Keywords: e-CRM, Relationship Marketing, McCall’s Quality Factors 1. Introduction Customer relationship management (CRM) is that part of an enterprise’s business strategy that enables the entire enterprise to understand, anticipate and manage the needs of any current and potential customers. CRM is not an event or a technology, or even an application or a process. Ideally, CRM is a comprehensive strategy that integrates all areas of business that touch the customer – though mainly, it is limited to marketing, sales, customer...
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