Customer expectations for introduction of a large software product [for 5ESS switch]

Illinois Bell has developed a rigorous set of expectations, including formal evaluation criteria, for a new software release in its network elements. The combined introduction experience of Illinois Bell as the customer and AT&T as the vendor in meeting these expectations during the introduction of the 5E6 software release for the 5ESS switch is discussed. Topics outlined include customer requirements for successful retrofit, resolution process for critical problems, customer view of quality, software quality management prior to release, and metrics to assess improvement results over the in-service software release. This close customer-supplier relationship resulted in improved product delivery processes as well as improved end-customer service after delivery