This paper is a case study on harmonising metrics across all maintenance projects in a product organisation. This paper explains in detail the objectives, scope, need and ways of standardising metrics across all the products. The entire process of identifying the metrics, key stakeholders and communication aspects in the initial phase and later working with the pilots and deployment methods are covered. The focus of this paper is to highlight the practical aspects while running such an initiative and some key factors to increase the probability of success. The organisational structure is also covered to provide the context and can be used for comparisons.

Lakshmidevi P holds a MBA and has electronics engineering background. She has over 9 years of experience in the IT industry and has been part of software development, testing, project management, process and quality consultancy. She has participated in-house continuous process improvement teams and work groups. Her quality certifications include ITIL Foundation, Introduction to CMMI, and Automotive SPICE. She has won the second runner up award in PML-08 from QAI.