Call for Paper - March 2023 Edition
IJCA solicits original research papers for the March 2023 Edition. Last date of manuscript submission is February 20, 2023. Read More

Analyse usage of process performance models to predict customer satisfaction

International Journal of Computer Applications
© 2012 by IJCA Journal
Volume 47 - Number 12
Year of Publication: 2012
J. Venkatesh
Priyesh Cherurveettil
Thenmozhi. S
Balasubramanie. P

J Venkatesh, Priyesh Cherurveettil, Thenmozhi. S and Balasubramanie. P. Article: Analyse usage of process performance models to predict customer satisfaction. International Journal of Computer Applications 47(12):35-40, June 2012. Full text available. BibTeX

	author = {J. Venkatesh and Priyesh Cherurveettil and Thenmozhi. S and Balasubramanie. P},
	title = {Article: Analyse usage of process performance models to predict customer satisfaction},
	journal = {International Journal of Computer Applications},
	year = {2012},
	volume = {47},
	number = {12},
	pages = {35-40},
	month = {June},
	note = {Full text available}


The key parameter to differentiate the vendor capability in an IT industry is the value add that the customer experiences. To achieve this, it needs to be understood, what are the key parameters that drive this and what needs to be done to improve it. Process performance models help to understand customer satisfaction, it is a quantitative research, the associated process and probable parameters help in improving customer satisfaction. This process is established using a case study. The importance of process performance models in not clearly understood by the project team and exposure to lack of understanding of associated sub process is clearly articulated. Based on these gaps, the intent to identify the right sub process and models is addressed through a project plan.


  • Harold Kerzner, 2004, 'Advanced Project Management: Best Practices on Implementation', John Wiley & Sons ©, 2nd ed
  • William A. Florac, Anita D. Carleton, 1999, 'Measuring the Software Process, Statistical Process Control for Software Process Improvement'. Addison-Wesley Professional, 1999
  • Richard D. Stutzke, 2005, 'Estimating Software-Intensive Systems: Projects, Products, and Processes,' Addison-Wesley.
  • Dr. J. Venkatesh & Priyesh Cherurveettil, 'Improving User Experience by using Agile Methodologies', International Journal's Research Journal of Science & IT Management, ISSN 2251-1563, Vol 1, No 7 (2012)
  • Robert W. Stoddard, 2007, 'CMMI Process Performance Models and Reliability', Carnegie Mellon University', IEEE Reliability Society Annual Technology Report.
  • CMMI® Product Development Team, CMMI for Development, Version 1. 2, CMMI-DEV, V1. 2. Carnegie Mellon University, Pittsburgh, PA.
  • Raymond J. Madachy and Barry W. Boehm, 2005, 'Software Process Modeling with System Dynamics' JohnWiley & Sons.
  • Umesh Kumar Mishra, K. Harihara sudhan, Shalu Gupta. 'Establishing Process Performance Baselines and Models for Statistical Control of Software Projects', Proceedings of ASCNT-2011, CDAC, Noida, India
  • Stephen H. Kan, 2002, 'Metrics and Models in Software Quality Engineering', 2nd ed.
  • Dr. J. Venkatesh & Priyesh Cherurveettil, 'Using Application Performance models to achieve improved customer satisfaction', International Journal of Research in Management & Technology (IJRMT), ISSN: 2249-9563 Vol. 2 No. 2, April 2012
  • Bill Self, Greg Roche and Nigel Hill, 2002, 'Customer Satisfaction Measurement for ISO 9000: 2000'
  • Michael Johnson and Anders Gustafsson, 2000, 'Improving Customer Satisfaction, Loyalty and Profit'
  • Dr. J. Venkatesh & Priyesh Cherurveettil, 'Fixed Bid Pricing expectations in Agile Models', International Journal of Recent trends in Engineering and Sciences, ISSN 2277-3258, Vol 2, Issue 2
  • Margaret K. Kulpa and Kent A. Johnson, 2008, 'Interpreting the CMMI: A Process Improvement Approach', 2nd ed.
  • Dr. J. Venkatesh & Priyesh Cherurveettil, 'Institutionalization of Process Performance Models in IT organization', International Journal of Emerging Technology and Advanced Engineering, ISSN 2250-2459, Volume 2, Issue 4, April 2012
  • Don Peppers and Martha Rogers, 2004, 'Managing Customer Relationships: A Strategic Framework', John Wiley & Sons