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From Complaint to Continuous Improvement: A Six Sigma Approach to Post-Deployment Software Quality

Authors:
Kerem Ali Akyüz
Demet Erol
Onur Keskin
Özgür Özkan
Emel Aktaş Şahin
Tugkan Tuglular

Keywords: software quality management; software post-deployment; software complaint management; six-sigma.

Abstract:
Software quality in large enterprise software contracts is both a corporate performance concern and a scientific process optimization challenge. The Directorate of Quality Management applies a Six Sigma framework—rooted in industrial engineering and quality science—to systematically improve software quality across the contract lifecycle. One of the important phases of this lifecycle is the post-deployment and this study focuses on the post-deployment phase, a stage where corporate client relationships, contractual obligations, and scientific quality metrics converge. This paper proposes an approach based on six-sigma to customer complaint management in post-deployment phase. The approach operationalizes six-sigma's "Define, Measure, Analyze, Improve, and Control (DMAIC)" cycle, integrating quantitative metrics, process reviews, and continuous feedback loops. For this purpose, a web-based visualization tool is developed to monitor complaint management to make sure the eradication of complaints with customer satisfaction with a learning outcome and improved quality process for the company. The paper outlines the proposed process of customer complaint management, which includes reviews and metrics, ensuring the quality of the contracted software. The data indicates that the complaint management cycle is shortened because of this process, which leads to increased customer satisfaction, management belief, and team morale.

Pages: 1 to 7

Copyright: Copyright (c) IARIA, 2025

Publication date: September 28, 2025

Published in: conference

ISSN: 2308-4316

ISBN: 978-1-68558-299-9

Location: Lisbon, Portugal

Dates: from September 28, 2025 to October 2, 2025