Download - © Mahindra Satyam 2009 Mahindra Satyam’s Quality Guide

© Mahindra Satyam 2009

Mahindra Satyam’s Quality GuideMahindra Satyam’s Quality Guide

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© Mahindra Satyam 2009Mahindra Satyam Confidential

Software Quality Basics - 61 Slides

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Software Quality - Basics

Understanding Quality

Dr. W. Edwards Deming’s 14 Quality Principles

Software Quality

Software Quality Assurance

Software Quality Control

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Software Quality



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Oh ! What aBore !!!

Oh my God !!Its TORTURE !!

QUALITY !!

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QUALITY !!

Don’t we imbibe

Quality

in our daily life ?

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VICEROY!!Food is GOOD over there

RAMADA!! They serve THE BESTI prefer

ABHIRUCHI.

Where dowe GO?

No, Dhabawould beBETTER

LUNCH !

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Can you show some GOOD variety of shoes ?

FOOTWEAR SELECTION

This is not NICEShow that

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We always ask / look for

GOOD

BETTER

BEST

NICE, etc.

QUALITY !!

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We seek

QualityQuality

sub-consciously!!

QUALITY !!

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Is it becausewe are theCustomersCustomers ?

QUALITY !!

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What wouldourour CustomerCustomer expect from us ?

QUALITY !!

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Quality Means ...

being polite on the telephone

never having to say “I’m sorry”

doing it right the first time

being flexible and responsive to change

delivering on time and in full

tackling the source of the problem

improving your own performance

co-operating and not confronting

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Quality - Definition

How do we

define

QualityQuality?

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Quality - Definition

Degree of excellence - Oxford dictionary

Conformance to requirements - Phil Crosby

Fitness for purpose - Edward Deming

Best for the customer’s use and selling price

- Feigenbaum

The (minimum) loss imparted by the product to society - Taguchi

The totality of characteristics of an entity that bear on its ability to satisfy

stated or implied needs

- ISO

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An Example

Look at the Requirement !

What are the suitable Shoes?

Look at the Requirement !

What are the suitable Shoes?

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An Example - Shoes !!

The selected Shoes should:• meet the requirement• fit for the purpose• match the budget

The selected Shoes should:• meet the requirement• fit for the purpose• match the budget

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Software Quality



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Deming’s Quality Principles

14 Principles of Quality

Defined by Dr. W. Edwards Deming

Basis for the Turnaround of Japanese Manufacturing Industry

Shall be used Concurrently to make Quality happen

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Principle 1

Create Consistency of Purpose in the Company

Work for Common Goals and Purposes

Define Organization Wide Procedures

Train/retrain the Personnel

Obtain Feedback from the Projects

Refine Organization’s Procedures

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Principle 2

Learn the New Philosophy

Watch for

Defects in the Process

Material unsuitable for the Job

Personnel

– Without Adequate Knowledge on the Job

– With Fear to Enquire

Antiquated Methods of Training On the Job

Inadequate and Ineffective Supervision

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Principle 3

Require Statistical Evidence of Information Technology Quality

To Know the Quality that is being Delivered

To Achieve Best Economy and Productivity

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Principle 4

Reduction in Number of Vendors

Choice of Vendors based on Statistical Evidence of Quality

Consideration of Cost while having more than One Vendor for the same

Item

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Principle 5

Use Statistical Methods to find Sources of Troubles

Use Statistical Methods to Find Trouble Spots

Do Not Rely on Judgement

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Principle 6

Institute Modern Aids to Training On the Job

Statistical Methods shall be used

– to identify Training Needs

– measure the effectiveness and adequacy of Training

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Principle 7

Improve Supervision

Management shall provide help for the People on the Job

Statistical Methods shall be used to spot the Origin of Defects

Criteria is to identify the Defect in the System and not in any individual

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Principle 8

Drive Out Fear

Fear to Enquire When Ambiguity Arises

Fear to Report Trouble

Fear results in

Inability to serve the best interest of the Company

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Principle 9

Break down Barriers between Departments

Each subgroup in a Project

– shall have an idea of the Overall Picture

– shall understand Problems encountered in the Phases other than those

they are working on

This shall avoid losses in Production from necessity for reruns

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Principle 10

Eliminate Numerical Goals, Slogans, Pictures and Posters

e.g.: “ZERO DEFECT”, “99.9% Quality”

do not contribute for better work

have a negative effect through frustration

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“99.9 % Quality”

1 hour / month unsafe drinking water

2 accidents / day at Heathrow airport

10 babies / day dropped by nurses

100 wrong surgeries / week

3000 pieces of lost mail / hour

1 cheque / day debited to wrong account

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Principle 11

Look carefully at Work Standards

Do they take account of Quality, or only numbers?

Do they help anyone do a better job?

Work Standards Cost the Country as much loss as poor materials and

mistakes!!

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Principle 12

Institute a Massive Training Program for Employees

Train the employees in Simple but Powerful Statistical methods

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Principle 13

Institute a Vigorous Program for Retraining People in New Skills

People Need Continuous Training to Keep up With Changes in

Technology and Methods

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Principle 14

Create a Structure in Top Management that will Push Every Day on the 13 Points

Make Maximum use of statistical knowledge and talent in the Company

Top management may obtain guidance from an experienced Consultant,

but the Consultant cannot take on obligations that only the management

can carry out

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Software Quality



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Software Quality

Software Quality means Conformance to:

User’s Requirements

Documented Standards (explicit)

Professional Characteristics (implicit)

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Software Quality

Quality means

conformance to requirements

Timeliness in delivery

Do things right in the first place,

and you won’t have to pay

to fix them or do them over

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Common Project Problems

They don’t send me accurate data

Management isn’t clear about what they want

We can never find out when problems happen

They keep changing the standards

It is hard to get computer time when you need it

The salespeople wait until the last moment to send in the orders, then

they want it immediately

The customers don’t know what they want

There never is enough time

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What to Do to Achieve Software Quality ?

Have a program in which you can involve all the personnel for defect

prevention

Find out the most difficult problems they face in doing the work

Ask them for solutions

Draw a road-map for implementing the solution

Meet again to know about the improvement and share the advantage

gained due to it

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Software Quality - Benefits

Satisfied Customers

Higher Productivity

Reduced Failure Rates / Costs

Freedom from Crisis Management

Streamlined Operations

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Software Quality



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Set of Support Activities, such as, Planning, Training, Measurement, Analysis

needed to provide adequate confidence that processes are established and

continuously improved in order to produce products that meet specifications,

and are fit to use

The Theme is Be Proactive!!

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Software Quality Assurance (SQA)

An Umbrella activity

that is applied

at each step

in the software process

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PDCA Cycle

PLAN

DOCHECK

ACT

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SQA Activities

Preparation of Software Quality Assurance Plan

Definition of Project’s Software Process

Reviews of the Project Activities

Documentation of the deviations from Organization’s Standard

Procedures

Project Metrics

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SQA Activities

Preparation of Software Quality Assurance Plan

– developed during Project Planning

– reviewed by trained personnel

– approved by the designated authority

Identifies

– quality objectives of the Project

– standards applicable to the Project

– work products that shall be reviewed / audited

– documents and records that shall be maintained

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SQA Activities

Definition of Project’s Software Process:

based on

– Organizational Policy

– Requirements of the Customer

– Software Standards Competent with the Industry

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SQA Activities

Reviews of the Project Activities

conformance to the Organizational Standards

consistency with the Customer’s Requirements

correctness of the Process implementation

A filter for the Software Process!

An important SQA Activity!!

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Software Reviews

Mechanism to identify, and remove/minimize defects from the software work

products in the stage in which they are created, as they can have

considerable impact on the subsequent phases, and also on the final product

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Software Reviews

Review Team

A review shall be conducted by an associate (or a group of

associates) other than the person who prepares the review item and

who has (have) sufficient knowledge regarding the review item.

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SQA Activities

Documentation of the deviations from Organization’s Standard Procedures

identification

explanation along with justification in the Plan

acquirement of concessions, where feasible

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Quality - Returns

Failure

Appraisal

Production

Prevention

ROI

With effective QA

Failure

Appraisal

Production

Prevention

CostCost

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SQA Activities

Project Metrics - Quantitative Quality Assurance

Accurate Measurements are Important

Actual Data Contributes to Future Planning

Project Data is not Accounted for Individual Performance Appraisal

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The ability to ensure that

Quality

is the measure of

a mature engineering discipline!

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Software Quality



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Process by which Product Quality is compared with applicable standards,

and the action taken when nonconformance is detected

The Theme is Be Corrective!!

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Software Quality Control Activities

Audits of the Software Work Products

Recording Noncompliance items and follow-up action

Software Testing

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Audits of the Software Work Products

Quality Compliance

Necessary Documentation

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Recording Noncompliance items and follow-up action

Review/Audit Reports with

– description of noncompliance

– proposed follow-up action

– closure of the noncompliance

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Software Testing

Uncovering Defects

Maintaining Defect Log

Performing Defect Causal Analysis

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Software Quality

Work for

Improvement !!Improvement !!

Be in the Business !!Be in the Business !!

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Download - © Mahindra Satyam 2009 Mahindra Satyam’s Quality Guide

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