An ISO 9000 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED

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Quality Concepts
Quality Certification Program
Section 1.1 : General Awareness Session
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Table of Contents
Objectives
What is Quality?
Quality Principles and Concepts
Quality Leadership
Definition of Software Quality
Quality Baselines (Assessments and Audits)
Quality Planning
Define, Build, Implement and Improve Work Processes
Quality Control Practices
Metrics and Measurement
Internal Control and Security
Further Information
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Objectives
The following ten knowledge categories are covered to understand
and apply the principles, which include the quality vocabulary,
various ways of defining quality, key concepts, distinguishing
between quality control and quality assurance, and the
contributions of quality pioneers:
Quality Principles and Concepts;
Quality Leadership;
Software Quality SQA, SQC, SQE;
Quality Baselines;
Quality Planning;
Define, Build, Implement and Improve Work Processes;
Quality Control Practices;
Metrics and Measurement;
Internal Control and Security;
Vocabulary of Models & Standards.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
What Is Quality?
The totality of features and characteristics of a
product or service that bear on its ability to satisfy
stated or implied needs;
consistent performance of a uniform product
meeting the customer's needs for economy and
function;
to be at a high degree of excellence; something
that is good or well done;
the totality of an entitys properties which make it
capable of satisfying an expressed or hypothetic
need, that is, acceptability or suitability for a given
purpose;
Conformance to requirements or fitness for use.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Vocabulary of Quality
Processes
A Process is a set of practices performed to achieve given purpose; it may
include Tools, Methods, materials and/or People.
A set of interdependent Means and Actions which transform the input
elements into output ones.
Process quality is focused on building the PRODUCT RIGHT. Whereas,
Product quality concentrates on building the RIGHT PRODUCT.
Products
Product is a result of process. If there is no quality in process, the quality
of the product could get affected. So, we should ensure both Process and
Product quality.
Defects
Defect is referred as a bug or fault which is an imperfection in a software
work product or process.
Process Steps Input Output (Product)
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Principles & Objectives
Vocabulary of quality - understanding the vocabulary used to explain and
implement quality in an IT organization. Includes terms such as quality,
processes, defects and products.
The different views of quality - an understanding of how quality is viewed
from a producer of products, a customer/user of products, and suppliers
of products. These different definitions result in a quality gap.
Quality concepts and practices - an overview of the more prevalent
concepts, approaches and practices used by quality professionals to
implement and improve quality. These include:
i. the PDCA Cycle (Plan-Do-Check-Act)
ii. the Cost of Quality
iii. Six Sigma Methodology
iv. Baseline and Benchmarking
v. Earned Value
Quality control and quality assurance - understanding the difference
between quality control and quality assurance, definitions, activities, and
processes.
Quality pioneers approach to quality - includes quality pioneers such as
Dr. W. Edwards Deming, Philip Crosby, and Dr. Joseph Juran.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Pioneers approach to
Quality
Philip Crosby Philip Crosby
Conformance to Requirements
Dr. W. Edwards Deming Dr. W. Edwards Deming
The Ability of a Product or Service to Meet the Expectations
of Customers
Dr. Joseph Dr. Joseph Juran Juran
Fitness for Use
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Definition of Software Quality
Software Quality
The discipline of software quality is a planned and systematic
set of activities to ensure quality is built into the software. It
consists of software quality assurance, software quality
control, and software quality engineering. As an attribute,
software quality is :
the degree to which a system, component, or process meets
specified requirements.
the degree to which a system, component, or process meets
customer or user needs or expectations.
Software Quality Software Quality
Assurance Assurance
Software Quality Software Quality
Software Quality Software Quality
Control Control
Software Quality Software Quality
Engineering Engineering
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Software Quality
Software Quality Software Quality
Implicit Implicit
Functional Non-Functional Documented Standards
What the system
has to do?
Features required
Input-Output
Business Logic
Security
Reliability
Maintainability
Reusability
Performance
Defined by the
customer
Defined by the
project
Defined by the
technology
Ease of use
Pleasant UI
Explicit Explicit
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Software Quality Factors
Functionality
Maintainability
Consistency
Testability
Portability
Usability
Structuredness
Reliability
Efficiency
Integrity
Security
FUNCTIONALITY Function Expressed in the Requirements
USABILITY Ease of Use, Aesthetics, Consistency and
Online Help
RELIABILITY Integrity, Structure and Stress
PERFORMANCE Processing Speed, Response Time,
and Throughput
SUPPORTABILITY Multiple Browser, Installation on
Different HW/SW Configurations
P.S: Can refer to Speaker Notes for details
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Different views on Quality
Quality from the producers point of view:
A product is a quality product if it conforms to the
Statement of Requirements that defines the product
Quality from the customers point of view:
A product is a quality product if it is fit for use
Finally the different views are bridged when the
common goal is that :
A product is a quality product if it is defect
free
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Software Quality Assurance (SQA): The function of software
quality that assures that the standards, processes, and procedures
are appropriate with the purpose of ensuring that the producers or
final users get a standard quality product or service.
Software Quality Control (SQC): The function of software
quality that checks that the project follows its standards, processes,
and procedures, and it fulfills the demands for quality products or
services tailored to suit the final users needs. The aim is to reach a
satisfactory, appropriate, economical and reliable quality.
Software Quality Engineering (SQE): The function of software
quality that assures that quality is built into the software by
performing analyses, trade studies, and investigations on the
requirements, design, code and verification processes and results to
assure that reliability, maintainability, and other quality factors are
met.
SQA, SQC & SQE
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
QA QC Differentiators
Is performed by the Group
responsible for the development
of the product as well as
specialists
Is performed by specialists with
the knowledge and understanding
Standards/Models/Processes
Focuses on inspections, testing,
removal of defects before
shipment of products
Responsible for managing
quality
Is designed primarily to detect
and correct defects
Is oriented towards preventing
defects from occurring
Verifies the product meets
standards
Establishes and evaluates the
processes which produce the
Products
Quality Control Quality Control Quality Assurance Quality Assurance
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Leadership
The most important prerequisites for successful
implementation of any major quality initiative are leadership
and commitment from executive management.
Management to create a work environment supportive of
quality initiatives.
Managements responsibility to establish strategic objectives
and build an infrastructure that is strategically aligned to
those objectives.
Requires management processes to establish the foundation
of a quality-managed environment, as well as commitment,
new behaviors, building the infrastructure, techniques,
approaches and communications.
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@ Copyright ITCINFOTECH INDIA LIMITED
Leadership Concepts
1. Executive and Middle Management Commitment
2. Quality Champion
3. New Behaviors for Management
a. Traditional Management versus Quality Management
(differences in philosophy)
b. Leadership (modeling, coaching, reinforcing)
c. The importance of establishing mentoring relationships
d. Establishing Trust
4. Empowerment of employees
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Management
Infrastructure & Environment
1. Quality Management Infrastructure
1. Quality Council
2. Management Committees
3. Teams and Work Groups
4. Process Improvement review teams
2. Quality Environment
1. Setting the proper tone at the top
2. Code of Ethics
3. Open communication
4. Implementing a mission, a vision, goals, values and a quality policy
5. Monitoring compliance to organizational policy and procedures
6. Enforcement of organizational policies and procedures
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
What Is Quality Management?
Having well defined processes that are documented,
used and living;
Having Quality Control that checks the Quality of the
products- reviews, testing;
Having Quality Assurance that checks that the
processes and Quality Control are working , efficient
and effective.
Thus : Quality is Everyones Job
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
E - Entry criteria which must be satisfied before a set of tasks can be performed in
that process.
T - The set of tasks to be performed.
V - Verification & Validation process to ensure that right tasks were performed. If an
activity fails in the Validation Check, either corrective action is taken or a rework is
ordered.
X - Stands for the Exit criteria or the outputs of the tasks.
Entry Entry
Criteria Criteria
Exit Exit
Criteria Criteria
Tasks Tasks
Input Input Output Output
Validation & Validation &
Verification Verification
Quality Management System
Every process definition in the QMS follows an ETVX Model.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Establish baselines of performance for quality,
productivity and customer satisfaction.
These baselines are used to document current
performance and document improvements by
showing changes from a baseline.
In order to establish a baseline, a model and/or
goal must be established for use in measuring
against to determine the baseline.
Quality Baselines
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@ Copyright ITCINFOTECH INDIA LIMITED
Quality Baselines
Why Baselines are needed?
Measure current level of performance
Basis for establishing improvement goals
Means to measure improvement
Methods Used for Establishing Baselines
Customer Surveys
Benchmarking
Assessments against industry models
Assessments against management established criteria
(e.g. software requirements and user acceptance criteria)
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Model and Assessment Fundamentals
Purpose of a Model
Types of Models (staged and continuous)
Model Selection Process
Using Models for Assessment and Baselines
Industry Quality Models
Software Engineering Institute Capability Maturity
Model/CMMI
Malcolm Baldrige National Quality Award
ISO 9001:2000
ISO/IEC 12207
ISO/IEC TR 15504
Post Implementation Audits
Quality Baselines
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Planning
Executive management establishes the vision
and strategic goals.
Planning is the process that describes how
those strategic goals will be accomplished.
Quality planning should be integrated into the
software plan so that it becomes a single plan.
In simplistic terms, the software plan
represents the producer and the quality plan
represents the customer.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Define, Build, Implement &
Improve
Process Management Concepts
1. Definition of a Process
2. Why Processes are Needed (management and team
perspectives)?
3. Process Components (standards, input, work and check
procedures, output/deliverables)
4. Process Categories
a. Management Processes
b. Work & Check Processes
c. The Process Maturity Continuum (products and services,
work and check processes, customer involvement)
d. How Processes are Managed?
e. Process Template
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Define, Build, Implement &
Improve
Process Management Processes
1. Planning Processes
a. Process Inventory
b. Process Mapping
c. Process Planning
2. Do Process
a. Process Definition
3. Check Processes
a. Process Measurement
b. Testing
4. Act Processes
a. Process Improvement Teams
b. Process Improvement Process
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
PDCA Cycle
Plan
Do Check
Act Act
1. Devise a Plan
Define Documented
QMS
2. Execute the Plan
Implement Design
Control
3. Check the
Results
Check Internal
Audits
4. Take the Necessary
Action
Corrective &
Preventive Action
Dr. W. Edwards Deming, who is considered by many to be the father of modern quality control;
however referred to it as "Shewhart cycle."
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
ISO 9001:2000 The 8 Quality
Management Principles
Customer Focus
Leadership
Involvement of People
Process Approach
System Approach to Management
Continual Improvement
Factual Approach to Decision Making
Mutually Beneficial Supplier Relationship
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Cost of Quality
Cost of Conformance (CoC)
It is the total cost of ensuring that a product is of good Quality.
It includes costs of Quality Assurance activities such as standards,
training, and processes; and costs of Quality Control activities such as
reviews, audits, inspections, and testing.
COC represents an organization's investment in the quality of its
products.
Cost of Non-Conformance (CoNC)
Represents the total cost to the organization of failure to achieve a good
Quality product.
CoNC includes both in-process costs generated by quality failures, such
as the cost of fixing bugs and the cost of dealing with customer
complaints, the costs of the wasted time, the missed milestones, and the
overtime to get back onto schedule.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Control Practices
Why?
1. As total Quality Control is the most necessary inspection
control .
2. If the original specification does not reflect the correct
quality requirements, quality cannot be inspected or
developed into the product.
3. As all parameters of a product or service should include
not only the material and dimensions but operating,
environmental, safety, reliability and maintainability
requirements.
4. As Control" - under statistical control - is a three step
process of specification, production, and inspection.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Quality Control Practices
Quality control practices should occur during product
development, product acquisition, product construction at
the end of development/acquisition and throughout product
change and operation.
During development, the quality control process is
frequently called verification and at the conclusion of
development, it is called validation.
Testing Concepts
Verification & validation Techniques
Software Change Control
Defect Management
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Internal Audits
Periodical Internal audits by the Quality group
Half-yearly External Audits by Authorized ISO
Auditors
Compliance to processes and standards
Continuing suitability of processes
Continuous improvement and their parameters
Re-certification Audit Once in 3 Years
Audit Activities
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Audit Findings
Corrective actions
Steps that are taken to remove the causes of existing
nonconformities;
Address actual problems, ones that have already
occurred;
A problem solving process.
Preventive actions
Steps that are taken to remove the causes of potential
nonconformities;
Address potential problems, ones that haven't yet
occurred;
A risk analysis process.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Best Practice
In addition to compliance best practices followed
Observations
Potential non-compliance
NC
Non-compliance
Audit Findings
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Metrics & Measurements
A properly established measurement system is used to
help achieve missions, visions, goals, and objectives.
Measurement data is most reliable when it is generated
as a by-product of producing a product or services.
The QA analyst must ensure that quantitative data is
valued and reliable, and presented to management in a
timely and easy-to-use manner.
Measurement is used to gauge the status, effectiveness
and efficiency of processes, customer satisfaction,
product quality, and as a tool for management to use in
their decision-making processes.
Measurement in Software
1. Product Measurement (size, complexity, quality and
customer perception)
2. Process Measurement
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Internal Control & Security
Privacy laws and increased accessibility to data have
necessitated increased security.
Increased importance on building and maintaining
adequate systems of internal control.
1. Principles and Concepts of Internal Control and Security
2. Risk, Internal Control and Security Models
3. Building Controls into Software Systems
4. Assuring Adequacy of Internal Control and Security
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
List of Standards & Models
ISO 9001:2000 : A series of standards, developed by the International
Organization of Standardization (ISO).
SEI CMM : The Capability Maturity Model for Software (CMM), developed by
the Software Engineering Institute.
SEI CMMI : The Capability Maturity Model for Software Integration (CMMi),
developed by the Software Engineering Institute.
ISO 20000 : It promotes the adoption of an integrated process approach to
effectively deliver managed services to meet business and customer
requirements.
Six Sigma : A problem-solving philosophy, measure, and methodology.
ISO 27001 (BS7799) : Information Security Management System based on
British Standard BS 7799 (now known as ISO 27001).
ITIL : Information Technology Infrastructure Library (ITIL) framework
essentially defines how to organize the system and network management
departments within individual organizations.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Its easier to become a Champion,
difficult to remain
As regards Quality, every apparent finish line is
actually a start line !
The achievement of quality or the fitness-for-purpose is Quality
Awareness throughout the company.
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An ISO 9001 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
Further Information
For further advanced reading the following sites can be
checked:
Internal Audit -
http://www.in.kpmg.com/services/services_ias.asp
SQA -
www.webopedia.com/TERM/S/Software_Quality_Assurance.html
Software Quality - http://en.wikipedia.org/wiki/Software_quality
For QCP Test
It is an online exam with a duration of 30 mins. for the mandatory
test of 50 Multiple Choice Questions and to qualify, one should
accrue minimum 70 credit points from the overall test.
All the Best!
An ISO 9000 & SEI CMM Level 5 Company @ Copyright ITCINFOTECH INDIA LIMITED
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Thank You