A quantitative approach for evaluating software maintenance services

@inproceedings{MarquesNeto2013AQA,
  title={A quantitative approach for evaluating software maintenance services},
  author={Humberto Torres Marques-Neto and Gladston J. Aparecido and Marco Tulio Valente},
  booktitle={SAC},
  year={2013}
}
The ever-increasing representativeness of software maintenance in the daily effort of software team requires initiatives for enhancing the activities accomplished to provide a good service for users who request a software improvement. This article presents a quantitative approach for evaluating software maintenance services based on cluster analysis techniques. The proposed approach provides a compact characterization of the services delivered by a maintenance organization, including… CONTINUE READING

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