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

• Detailed description of bugs can be reported to customer
• Trace files or user dumps can be provided
• All product maintenance issues can be traced