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EMBEDDED
SOLUTIONS
Case study: A system to track product maintenance
issues
Customer: IT major in USA
Technology: Embedded; Product maintenance
The Customer
The customer is a worldwide information technology
services and solutions company. Primary vertical markets for the
customer worldwide include financial services, transportation, communication
and media, and commercial and public sectors, including the US federal
government customers.
The Challenge
Tata Infotech had to design a methodology and develop
a tracking system that would efficiently keep track of all product
maintenance issues such as feature developments, bugs reported by
customer and design issues.
The Solution
Tata Infotech employed the User Communication Form
(UCF) to track all product maintenance issues. Product Maintenance
technology was used to accomplish this task. The UCF contains a
detailed description of the feature/bug reported by the customer.
Any trace files or user dumps are also provided in the UCF.
Tata Infotech analyses the problem/feature and
provides an appropriate solution to the customer, even involving
a new release. Alternatively, Tata Infotech may also develop a new
software/hardware/mechanical design. The customer reviews the proposed
solution and a thorough testing of the same is carried out. The
UCF is closed based on customer satisfaction.
Benefits to the customer
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