Improvement of software issue record management process in an industrial context (Endüstriyel bağlamda yazılım olay kaydı yönetim sürecinin iyileştirilmesi)

Issue record management systems are used for tracking software problems. Through these systems, reporting these problems becomes easier and more problems can be detected and solved, which in turn increases the quality of the software products and customer satisfaction with faster solutions. However, as the number of bug reports in the system increases, it becomes more difficult to validate the records, prioritize them and assign them to the relevant software teams. Softtech Inc. is a software company that serves in the banking sector in Turkey and with more than 300 issue records submitted daily, has to manage this process and improve continuously. For this purpose, “application support team” has been set up to examine and solve issue records and take over other operational tasks from software developers. In this study, the issue record solution process is examined with "value stream mapping" methodology, with the aim of improving by measuring the related data is analyzed, improvements achieved and other research studies planned to be carried out in the forthcoming period are shared.