Development and Assessment of Key Performance Indicators to describe the Performance of Software Engineering Support Infrastructure

Examensarbete för masterexamen
Master Thesis
Software engineering and technology (MPSOF), MSc
Noetzel, Jakob
Background: Over the years, industries have lived through a strong and irreversible shift towards the globalization of software-intensive high-technology businesses. In order to provide software engineers with large amounts of various data when they need it throughout different time zones, high speed performance business application systems are needed. Nowadays, software-heavy organizations rely more and more on quantifying their information about their applications and processes in order to lower maintenance cost and gain competitive advantage. Goal: The goal of this thesis is to develop, deploy, validate and evaluate a measurement system for monitoring an enterprise application’s responsiveness to user operations, addressing the main research question of “ How can, in an industrial context, ‘good’ Key Performance Indicators (KPI’s) be identified and developed?”. To develop this measurement system, an established responsiveness KPI is used and known software measurement standards are applied in order to ensure its quality and significance for the collaborating company and further research. Method: The thesis is conducted by making use of the action research method in collaboration with a manufacturer in the automotive industry in order to develop, deploy and assess the measurement system. Results: Through thoroughly describing and mapping measures based on software measurement standards, information needs for ‘good’ KPI’s could be identified and actions could be derived to develop those. A measurement system was developed based on a known development process and by making use of a known responsiveness KPI and relevant software measurement standards. After a validation and evaluation in an industrial setting using an established quality model, it proved to be applicable to the organization’s specific problem and provide valuable information and insight about their performance measurement actions and possible improvements. Conclusion: According to the stakeholders perception, using the measurement system provides the possibility of improving the performance measurement and software maintenance and therefore decreasing the waste of resources in an industrial setting. By being based on known software standards and derived models and processes it provides the possibility to increase the impact of the KPI’s in the organization and optimize data organization. Further, through the theoretical and empirical validation, it increases its acceptance on scientific ground.
Data- och informationsvetenskap , Computer and Information Science
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