Applying software process modeling to improve customer support processes

摘要

The quality of an organization’s support services can be key to maintaining and extending its customer basernand to its future survival. As such, support services need to be considered in software process improvementrninitiatives and not left as an afterthought or stand-alone effort. However, to identify areas in need of improvementrnrequires a good understanding of the current process. To meet this need, we have developed arnprocess modeling technique called LAPPI that documents current ‘as-is’ processes.rnThis study explores whether the LAPPI can identify opportunities for improvement in the customer servicernprocess. LAPPI is applied, step by step, in a small-to-medium-sized enterprise. Results are validatedrnthrough an analysis of customer satisfaction questionnaires administered before and after our LAPPI intervention.rnApplying the LAPPI highlighted several problems with the customer support service, which wasrnsubsequently streamlined. The validation shows an improvement in customer satisfaction in several areas,rnwith significant improvement in customer response times and in customer query resolution.rnSoftware development organizations can use LAPPI to highlight where improvements are needed in supportrnservices. This study shows that making best use of support resources and ensuring customers receivernprompt and clear help throughout the product’s lifetime can improve an organization’s image and futurernprosperity. Copyright . 2015 John Wiley & Sons, Ltd.