I have a bit of a challenge at work at the moment. Presently (and in fact, for some time now), we have been experiencing the following problems with some in-house maintained applications:

• Defects (sometimes quite serious) being released into production;
• The Customer (that is, the relevant business unit) perpetually changing their minds (or appearing to do so) about what issue to work on next;
• A situation where everyone seems to be in a "fire-fighting" mode a lot of the time;
• Development staff responding to operational requests from business users; ("operational" here means something that needs to be done in order to continue with business, or perhaps just to make a business user's life a little less painful, as opposed to fixing a bug in the application, or enhancing the application);

Now I'm sure this doesn't sound particularly new or surprising to most of the participants on this Q&A site and no prizes for identifying the "usual suspects" when it comes to root causes. My challenge is that I have to persuade the higher-ups to do uncomfortable things in order to address all of this.

The folk I need to persuade come from a mixture of the following two cultures:

• Accounting;
• IT Infrastructure.

I have therefore opted for a strategy that draws from things with-which folk from such a culture would be most comfortable (at least, in my estimation), namely: numbers and tangibles. Of course modern development practitioners know all too well that this sort of thing isn't easily solved using an analytical mindset (some would argue that that mindset is, in fact, entirely inappropriate). Never-the-less, this is the dichotomy with-which I am faced, so that's the stake that I've put in the ground.

I would like to be able to do research and use the outputs to present findings in the form of metrics and measures. I am finding it quite difficult, though, to find an agreed-upon methodology and set of templates for assessing an organisations development capability--the only thing that seems applicable is the Software Engineering Institute's Capability Maturity Model. The latter, however, seems dated and even then rather vague.

So, the question is: Do any tools or methodologies (free or commercial) exist that would assist me in completing this assessment?