Visualization of Defect Inflow and Resolution Cycles: Before, During and After Transferhttp://www.bth.se/fou/forskinfo.nsf/0/b3767af60ecfd34dc1257c10007c060f/$file/BTH_Visualization_of_Defect_Inflow_and_Resolution_Cycles.pdf
When making decision about outsourcing there is always some degree of uncertainty what the effects will be. Will the quality be the same? Will the cost be lower? ....
In this paper the authors looked at the efficiency of defect management/resolution processes and visualized them. The results show that during and immediately after the transfer the defect inflow is higher, bottlenecks are more visible, and defect resolution cycles are longer.
The authors identify a set of factors which can explain some of the trends in the defect inflow/removal processes - e.g. competence, unstable maintenance team, etc.
Very interesting article with a solid empirical focus.