# Software Quality Metrics

Software metrics can be classified into three categories −

• Product metrics − Describes the characteristics of the product such as size, complexity, design features, performance, and quality level.

• Process metrics − These characteristics can be used to improve the development and maintenance activities of the software.

• Project metrics − This metrics describe the project characteristics and execution. Examples include the number of software developers, the staffing pattern over the life cycle of the software, cost, schedule, and productivity.

Some metrics belong to multiple categories. For example, the in-process quality metrics of a project are both process metrics and project metrics.

Software quality metrics are a subset of software metrics that focus on the quality aspects of the product, process, and project. These are more closely associated with process and product metrics than with project metrics.

Software quality metrics can be further divided into three categories −

• Product quality metrics
• In-process quality metrics
• Maintenance quality metrics

## Product Quality Metrics

This metrics include the following −

• Mean Time to Failure
• Defect Density
• Customer Problems
• Customer Satisfaction

### Mean Time to Failure

It is the time between failures. This metric is mostly used with safety critical systems such as the airline traffic control systems, avionics, and weapons.

### Defect Density

It measures the defects relative to the software size expressed as lines of code or function point, etc. i.e., it measures code quality per unit. This metric is used in many commercial software systems.

### Customer Problems

It measures the problems that customers encounter when using the product. It contains the customer’s perspective towards the problem space of the software, which includes the non-defect oriented problems together with the defect problems.

The problems metric is usually expressed in terms of Problems per User-Month (PUM).

PUM = Total Problems that customers reported (true defect and non-defect oriented
problems) for a time period + Total number of license months of the software during
the period


Where,

Number of license-month of the software = Number of install license of the software ×
Number of months in the calculation period


PUM is usually calculated for each month after the software is released to the market, and also for monthly averages by year.

### Customer Satisfaction

Customer satisfaction is often measured by customer survey data through the five-point scale −

• Very satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very dissatisfied

Satisfaction with the overall quality of the product and its specific dimensions is usually obtained through various methods of customer surveys. Based on the five-point-scale data, several metrics with slight variations can be constructed and used, depending on the purpose of analysis. For example −

• Percent of completely satisfied customers
• Percent of satisfied customers
• Percent of dis-satisfied customers
• Percent of non-satisfied customers

Usually, this percent satisfaction is used.

## In-process Quality Metrics

In-process quality metrics deals with the tracking of defect arrival during formal machine testing for some organizations. This metric includes −

• Defect density during machine testing
• Defect arrival pattern during machine testing
• Phase-based defect removal pattern
• Defect removal effectiveness

### Defect density during machine testing

Defect rate during formal machine testing (testing after code is integrated into the system library) is correlated with the defect rate in the field. Higher defect rates found during testing is an indicator that the software has experienced higher error injection during its development process, unless the higher testing defect rate is due to an extraordinary testing effort.

This simple metric of defects per KLOC or function point is a good indicator of quality, while the software is still being tested. It is especially useful to monitor subsequent releases of a product in the same development organization.

### Defect arrival pattern during machine testing

The overall defect density during testing will provide only the summary of the defects. The pattern of defect arrivals gives more information about different quality levels in the field. It includes the following −

• The defect arrivals or defects reported during the testing phase by time interval (e.g., week). Here all of which will not be valid defects.

• The pattern of valid defect arrivals when problem determination is done on the reported problems. This is the true defect pattern.

• The pattern of defect backlog overtime. This metric is needed because development organizations cannot investigate and fix all the reported problems immediately. This is a workload statement as well as a quality statement. If the defect backlog is large at the end of the development cycle and a lot of fixes have yet to be integrated into the system, the stability of the system (hence its quality) will be affected. Retesting (regression test) is needed to ensure that targeted product quality levels are reached.

### Phase-based defect removal pattern

This is an extension of the defect density metric during testing. In addition to testing, it tracks the defects at all phases of the development cycle, including the design reviews, code inspections, and formal verifications before testing.

Because a large percentage of programming defects is related to design problems, conducting formal reviews, or functional verifications to enhance the defect removal capability of the process at the front-end reduces error in the software. The pattern of phase-based defect removal reflects the overall defect removal ability of the development process.

With regard to the metrics for the design and coding phases, in addition to defect rates, many development organizations use metrics such as inspection coverage and inspection effort for in-process quality management.

### Defect removal effectiveness

It can be defined as follows −

$$DRE = \frac{Defect \: removed \: during \: a \: development\:phase }{Defects\: latent \: in \: the\: product} \times 100\%$$

This metric can be calculated for the entire development process, for the front-end before code integration and for each phase. It is called early defect removal when used for the front-end and phase effectiveness for specific phases. The higher the value of the metric, the more effective the development process and the fewer the defects passed to the next phase or to the field. This metric is a key concept of the defect removal model for software development.

## Maintenance Quality Metrics

Although much cannot be done to alter the quality of the product during this phase, following are the fixes that can be carried out to eliminate the defects as soon as possible with excellent fix quality.

• Fix backlog and backlog management index
• Fix response time and fix responsiveness
• Percent delinquent fixes
• Fix quality

### Fix backlog and backlog management index

Fix backlog is related to the rate of defect arrivals and the rate at which fixes for reported problems become available. It is a simple count of reported problems that remain at the end of each month or each week. Using it in the format of a trend chart, this metric can provide meaningful information for managing the maintenance process.

Backlog Management Index (BMI) is used to manage the backlog of open and unresolved problems.

$$BMI = \frac{Number \: of \: problems \: closed \: during \:the \:month }{Number \: of \: problems \: arrived \: during \:the \:month} \times 100\%$$

If BMI is larger than 100, it means the backlog is reduced. If BMI is less than 100, then the backlog increased.

### Fix response time and fix responsiveness

The fix response time metric is usually calculated as the mean time of all problems from open to close. Short fix response time leads to customer satisfaction.

The important elements of fix responsiveness are customer expectations, the agreed-to fix time, and the ability to meet one's commitment to the customer.

### Percent delinquent fixes

It is calculated as follows −

$Percent \:Delinquent\: Fixes =$

$\frac{Number \: of \: fixes \: that\: exceeded \: the \:response \:time\:criteria\:by\:ceverity\:level}{Number \: of \: fixes \: delivered \: in \:a \:specified \:time} \times 100\%$

### Fix Quality

Fix quality or the number of defective fixes is another important quality metric for the maintenance phase. A fix is defective if it did not fix the reported problem, or if it fixed the original problem but injected a new defect. For mission-critical software, defective fixes are detrimental to customer satisfaction. The metric of percent defective fixes is the percentage of all fixes in a time interval that is defective.

A defective fix can be recorded in two ways: Record it in the month it was discovered or record it in the month the fix was delivered. The first is a customer measure; the second is a process measure. The difference between the two dates is the latent period of the defective fix.

Usually the longer the latency, the more will be the customers that get affected. If the number of defects is large, then the small value of the percentage metric will show an optimistic picture. The quality goal for the maintenance process, of course, is zero defective fixes without delinquency.