An organization planned to evaluate the productivity and cost of the customer service department. The annual report shows that 200 customer calls were received, the number of failures in the software is 450, the lines of maintained code for the HD system is 300K out of 500K and the reused lines of code are 90K. The total working hours invested in the development of the HD software system is 120 hours, the document is 250 pages and the

number of reused pages is 80 pages.

1. Number of software failures detected during a year of maintenance service

(NYF):

2. HD calls density (HDD):

3. Development productivity (DevP):

4. Code Reuse (CRe):