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Service Quality Evaluation Method for Community-Based Software Outsourcing Process
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Author(s): Shu Liu (Harbin Institute of Technology, China), Ying Liu (IBM China Research Lab, China), Huimin Jiang (Harbin Institute of Technology, China), Zhongjie Wang (Harbin Institute of Technology, China)and Xiaofei Xu (Harbin Institute of Technology, China)
Copyright: 2012
Pages: 14
Source title:
Computer Engineering: Concepts, Methodologies, Tools and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-61350-456-7.ch613
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Abstract
Community-based software development is a promising model to help reduce the pressures such as development costs, human resources access, new market development, and building business competencies. But the big concern is how to ensure the quality of the outsourcing service. In this paper, a service quality evaluation method for community-based software outsourcing process has been proposed. A service quality indicator model with three layers and five dimensions is explained and applied to community-based software outsourcing service supported by Call-For-Implementation (CFI) platform. The calculation method for each quality indicator is demonstrated in detail. A prototype is developed to support the evaluation process and exhibit results of quality evaluation for the community-based software outsourcing based on CFI. This prototype not only measures and displays the status of service quality in real-time, but also provides history data to guide software outsourcing process management.
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