Abstract
In recent years, information systems have becomes important in many corporations. A maintenance process in an information system has more costs than a development process for an information system as a managed item. As one of the causes, it appears that the system is not delivered by the appointed date and a part of the development process is executed in the maintenance process. Therefore, the cost of the maintenance process increases. However, it is not clear what influence is caused on the maintenance process by a development project with a delayed delivery date. As the main reasons for the increase in the cost of the maintenance process, there appears to be 1) an increasing number of user inquiries for software operation, data validity and software bugs, and 2) a long processing time for the user inquiries. However, it is not obvious what influence these factors have on the increased cost of a maintenance process. In this study, in order to enable proper countermeasures, the tendencies in the occurrence of solved user inquiries are analyzed. In this analysis, actual data from a development site is used.
