Software process improvement historically focused on cost savings accrued in software engineering. However, the effect of process improvement on support activities is not well understood. This study examines the relationship between process maturity measured by the Software Engineering Institute’s Capability Maturity Model and savings in non-engineering support activities such as configuration management, data processing operations, senior management, and quality assurance.
Harter, Donald; Slaughter, Sandra; and Krishnan, Mayuram, "Benefits of CMM-Based Process Improvements for Support Activities: An Empirical Study" (1998). AMCIS 1998 Proceedings. 291.