1 Managing and Measuring Process Behavior
We can, however, no longer muddle through on intuition; the process is too complex and the products too important.
Watts S. Humphrey 1989
Every organization asks the question, Are we achieving the results we desire? This question is expressed in many ways: Are we meeting our business objectives? Are our customers satisfied with our products and services? Are we earning a fair return on our investment? Can we reduce the cost of producing these products or services? How can we improve the response to our customers’ needs or increase the functionality of our products? How can we improve our competitive position? Are we achieving the growth required for survival? For many software organizations, the answers ...
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