Introduction to Introduction to QualityQualityImran HussainImran Hussain

Project Development Project Development CostsCosts

Around 63% of software projects exceed Around 63% of software projects exceed their cost estimates. The top four reasons their cost estimates. The top four reasons for this are: for this are:

Frequent requests for changes from users Frequent requests for changes from users Overlooked tasks Overlooked tasks Users' lack of understanding of their own Users' lack of understanding of their own

requirements requirements Insufficient user-analyst communication Insufficient user-analyst communication

and understandingand understanding(Communications of the ACM)

Finding InformationFinding Information

Users can only find information 42% Users can only find information 42% of the timeof the time

(Jared Spool)

Finding ItemsFinding Items

62% of web shoppers give up 62% of web shoppers give up looking for the item they want to looking for the item they want to buy onlinebuy online

(Zona Research)(Zona Research)

Lost SalesLost Sales

50% of the potential sales from a site 50% of the potential sales from a site are lost because people cannot find are lost because people cannot find the item they are looking forthe item they are looking for

(Forrester Research)(Forrester Research)

Software Maintenance Software Maintenance CostsCosts

80% of software lifecycle costs occur 80% of software lifecycle costs occur after the product is released, in the after the product is released, in the maintenance phase - of that work, 80 maintenance phase - of that work, 80 % is due to unmet or unforeseen % is due to unmet or unforeseen user requirements; only 20 % is due user requirements; only 20 % is due to bugs or reliability problems. to bugs or reliability problems.

(IEEE Software)(IEEE Software)

What is Quality?What is Quality?

Quality is Quality is conformance to conformance to specificationsspecifications

(British Defense Industries (British Defense Industries Quality Assurance Panel)Quality Assurance Panel)

Quality is Quality is conformance to conformance to requirementsrequirements

(Philip Crosby)(Philip Crosby)

Quality is fitness Quality is fitness for purpose or usefor purpose or use

(Juran)(Juran)

Quality is a Quality is a predictable degree predictable degree of uniformity and of uniformity and dependability, at dependability, at

low cost and suited low cost and suited to the marketto the market

(Edward Deming)(Edward Deming)

Quality is Quality is synonymous with synonymous with customer needs customer needs and expectationsand expectations

(R J Mortiboys)(R J Mortiboys)

Quality is meeting Quality is meeting the (stated) the (stated)

requirements of requirements of the customer- now the customer- now and in the futureand in the future

(Mike Robinson)(Mike Robinson)

Quality is the total Quality is the total composite product and composite product and

service characteristics of service characteristics of marketing, engineering, marketing, engineering,

manufacturing and manufacturing and maintenance through maintenance through which the product and which the product and service in use will meet service in use will meet the expectations by the the expectations by the

customercustomer

(Armand Feigenbaum)(Armand Feigenbaum)

Totality of Totality of characteristics of characteristics of an entity that bear an entity that bear

on its ability to on its ability to satisfy stated and satisfy stated and

implied needsimplied needs

(ISO 8402 : 1994)(ISO 8402 : 1994)

What is a Product?What is a Product?

ProductProduct

A generic term that refers toA generic term that refers to GoodsGoods ServicesServices

Failure to meet quality requirements Failure to meet quality requirements in either dimension can have serious in either dimension can have serious negative consequencesnegative consequences

Another definitionAnother definition

The extent to which a software The extent to which a software product exhibits these product exhibits these characteristicscharacteristics FunctionalityFunctionality ReliabilityReliability UsabilityUsability EfficiencyEfficiency MaintainabilityMaintainability PortabilityPortability

Managing QualityManaging Quality

Project quality Project quality management must management must address both the address both the

management of the management of the project and the product project and the product

of the projectof the project

PMBOKPMBOK

… … implied needs must implied needs must be turned into be turned into

requirements …requirements …

PMBOKPMBOK

What is a Grade?What is a Grade?

A category or rank A category or rank given to entities given to entities having the same having the same

functional use but functional use but different technical different technical

characteristicscharacteristics

Difference betweenDifference betweenQuality and GradeQuality and Grade

Software Scenario 1Software Scenario 1 High quality (no bugs, readable manual)High quality (no bugs, readable manual) Low grade (limited number of features)Low grade (limited number of features)

Software Scenario 2Software Scenario 2 Low quality (many bugs, poorly Low quality (many bugs, poorly

organized user documentation)organized user documentation) High grade (numerous features)High grade (numerous features)

Quality Management Quality Management IssuesIssues

Customer satisfactionCustomer satisfaction Conformance to requirementsConformance to requirements Fitness for useFitness for use

Prevention over inspectionPrevention over inspection Management responsibilityManagement responsibility

Quality Management Quality Management IssuesIssues

The application of a quality The application of a quality management system in managing a management system in managing a process to achieve maximum process to achieve maximum customer satisfaction at the lowest customer satisfaction at the lowest overall cost to the organization while overall cost to the organization while continuing to improve the processcontinuing to improve the process

Quality ManagementQuality Management

Includes the processes required to Includes the processes required to ensure that the project will satisfy ensure that the project will satisfy the needs for which it was the needs for which it was undertakenundertaken

Includes all activities of the overall Includes all activities of the overall management function that management function that determine the quality policy, determine the quality policy, objectives, and responsibilitiesobjectives, and responsibilities

Quality Management Quality Management ProcessesProcesses

Quality PlanningQuality Planning Quality AssuranceQuality Assurance Quality ControlQuality Control

Quality PlanningQuality Planning

Quality planning involves identifying Quality planning involves identifying which quality standards are relevant which quality standards are relevant to the project and determining how to the project and determining how

to satisfy themto satisfy them

Quality AssuranceQuality Assurance

Quality Assurance is all the planned Quality Assurance is all the planned and systematic activities and systematic activities implemented within the quality implemented within the quality system to provide confidence that system to provide confidence that the project will satisfy the relevant the project will satisfy the relevant quality standards.quality standards.

Quality ControlQuality Control

Quality Control involves monitoring Quality Control involves monitoring specific project results to determine specific project results to determine if they comply with relevant quality if they comply with relevant quality standards, and identifying ways to standards, and identifying ways to eliminate causes of unsatisfactory eliminate causes of unsatisfactory resultsresults

Prevention and Prevention and InspectionInspection

PreventionPrevention Keeping errors out of the processKeeping errors out of the process

InspectionInspection Keeping errors put of the hands of the Keeping errors put of the hands of the

customer.customer.

Some Misnomers and Some Misnomers and MisconceptionsMisconceptions

QAQA TestingTesting SQASQA QCQC

ReferencesReferences

PMBOKPMBOK An Introduction to Software QualityAn Introduction to Software Quality