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The authors report on one organization's experience making process changes in a suite of projects. The changes were motivated by clients' requests for better time estimates, better quality, better stability and more reliable test scheduling resulting from the high number of bug reports and constant delivery delays. The teams embarked on a series of top-down process changes inspired by the IBM Rational Unified Process. Changes included adopting the Rational Tools, introducing iterative development, and later the hiring of a formal manual testing team and support for refactoring activities.
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