Abstract
With the advent of total quality management (TQM) organizations are using metrics to improve quality and productivity. Software maintenance organizations are no exception. In 1987 the US Navy established a centralized software support activity (SSA) to provide software maintenance for cryptologic systems. At that time two systems were supported and a software maintenance metrics program was established to support the goals of the SSA. This experience report provides a case study of the software maintenance metrics program over a six year period. It provides insights and lessons learned after supporting two systems for their entire maintenance phase.

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