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Software defects rediscovered by a large number of customers affect variousstakeholders and may: 1) hint at gaps in a software manufacturer's QualityAssurance (QA) processes, 2) lead to an over-load of a software manufacturer'ssupport and maintenance teams, and 3) consume customers' resources, leading toa loss of reputation and a decrease in sales.  Quantifying risk associated with the rediscovery of defects can help all ofthese stake-holders. In this chapter we present a set of metrics needed toquantify the risks. The metrics are designed to help: 1) the QA team to assesstheir processes; 2) the support and maintenance teams to allocate theirresources; and 3) the customers to assess the risk associated with using thesoftware product. The paper includes a validation case study which applies therisk metrics to industrial data. To calculate the metrics we use mathematicalinstruments like the heavy-tailed Kappa distribution and the G/M/k queuingmodel.

Metrics of Risk Associated with Defects Rediscovery