@inproceedings{ICSM-2000-Chan,
	author        = "Taizan Chan",
	booktitle     = "{Proceedings of the 16th International Conference on Software Maintenance}",
	ee            = "http://computer.org/proceedings/icsm/0753/07530228abs.htm",
	pages         = "228--235",
	publisher     = "{IEEE Computer Society}",
	title         = "{Beyond Productivity in Software Maintenance: Factors Affecting Lead Time in Servicing Users’ Requests}",
	year          = 2000,
}