Quan Ly Du an PM Trong Thuc Tien

Qun l d n phn mm trong thc tin (Software Project Management in

Practice)

Cc quy trnh c dng Infosys, mt cng ty t CMM mc 5, qun l cc d n phn mm

Tc gi: Pankaj Jalote Nh xut bn: Addison-Wesley

Nm xut bn: 2002

Bin dch sang ting Vit: Nguyn Cng Danh

Sa bn dch: Trn Cao B mn: Cng ngh phn mm

Khoa CNTT&TT, H Cn Th

Nm bin dch: 2013

(Dng ni b lm ti liu tham kho b sung cho sinh vin)

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Mc lc

Chng 1: Qun l d n phn mm ................................................................................ 2

Phn 1: Lp k hoch cho d n

Chng 2: C s h tng lp k hoch cho d n ..................................................... 25

Chng 3: Lp k hoch cho quy trnh ............................................................................ 44

Chng 4: c lng n lc v thi gian biu .............................................................. 62

Chng 5: Lp k hoch cho cht lng ........................................................................ 98

Chng 6: Qun l ri ro ............................................................................................... 119

Chng 7: o lng v k hoch theo di ................................................................... 143

Chng 8: K hoch qun l d n ............................................................................... 164

Chng 9: Qun l cu hnh .......................................................................................... 200

Phn 2: Thc hin v kt thc d n

Chng 10: Xem xt li ................................................................................................. 227 Chng 11. Gim st v kim sot d n ..................................................................... 257 Chng 12. Kt thc d n ........................................................................................... 305

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Chng 1. Qun l d n phn mm

Trn th gii, khong na triu ngi qun l d n thc hin khong mt triu d n

phn mm mi nm, sn xut phn mm tr gi 600 t USD. Nhiu d n trong s ny c

cht lng khng nh k vng ca khch hng hoc khng cung cp cc phn mm trong

phm vi ngn sch v thi gian hon thnh. Mt phn tch cho thy khong mt phn ba

cc d n c chi ph v thi gian hon thnh (cost and schedule) vt hn 125% [1].

Ti sao qu nhiu d n phn mm tht bi? Mc d c rt nhiu l do, mt trong nhng

l do quan trng nht l qun l d n khng ph hp. V d, cc l do chnh lm cho d

n chch ra khi tm kim sot l mc tiu khng r rng, lp k hoch ti, cng ngh

mi, thiu mt phng php qun l d n, v khng nhn s [2]. t nht ba trong nm

l do ny r rng lin quan n qun l d n. Hai l do cn li - khng nhn s v

cng ngh mi - c th c coi nh nhng ri ro m qun l chng cng l mt phn

ca qun l d n.

R rng, bng cch s dng cc k thut qun l d n c hiu qu, mt ngi qun l

d n c th ci thin cc c hi thnh cng. Tuy nhin, hiu qu ca nhng k thut

ny l g?

Hy xem xt mt tng t. Gi s bn mun pht trin c th, vi c bp sn chc.

t c mc tiu, bn bt u nhn vo chng trnh tp th dc c m t trong tp

ch. Mt bi vit m t lm th no pht trin sc mnh cnh tay, a ra mt danh

sch gm 10 bi tp khng qu nhiu nu so snh vi bt k chun no. Nhng sau ,

mt bi vit khc hng dn pht trin sc mnh i, cng cung cp 10 bi tp, v

ngi hun luyn cho bng phng cng cm thy rng lm 10 bi tp l khng qu nhiu.

Nu bn mun pht trin c th tng th ca bn bng cch lm theo ca cc chng

trnh tp th dc ring l, bn s thy rng bn c mt b 50 n 100 bi tp lm - r

rng l khng th i vi hu ht mi ngi, hy mt mnh mt ngi qun l d n

bn rn. t c mc tiu ca bn, bn cn mt chng trnh o to ton din, thit

thc v hiu qu.

Tng t nh vy, bn s tm thy mt s phong ph v cc xut thc hin cc

kha cnh khc nhau ca qun l d n, bao gm c lng/d ton n lc (effort

estimation), qun l ri ro, gim st d n, qun l cu hnh, v.v. Mc d mi k thut

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c xut gii quyt vn ring bit, nhng vn c s cha r rng trong vic

lm th no kt hp nhng k thut ny li vi nhau thnh mt quy trnh kh thi trong

thc t. qun l d n hiu qu, cn phi tri qua thi gian thc t qun l, thc hin

cc chng trnh tp luyn c qun l to ra kt qu. Ni cch khc, nhng g cn

thit l mt quy trnh cn bng bao gm vic qun l ton b d n t khi bt u n khi

hon thnh. Tht khng may, c mt s lng t cc phng php c cng b ch

dn lm th no tch hp cc k thut li vi nhau theo cch ny.

Cun sch ny s lp y khong trng ny bng cch m t cc quy trnh c s

dng trong mt cng ty tm c th gii qun l hiu qu cc d n phn mm. Cng ty

ny l Infosys, mt cng ty pht trin phn mm c mt thnh tch tuyt vi trong vic

thc hin d n; ch tnh ring trong nm 2000, nhng ngi qun l d n Infosys

s dng cc quy trnh c m t y thc hin thnh cng khong 500 d n cho

khch hng. Cun sch ny tho lun v tt c cc kha cnh khc nhau ca qun l d

n Infosys - lp k hoch, thc hin, v kt thc. Bn s hc lm th no nhng ngi

qun l d n Infosys c lng/d ton, lp k hoch qun l ri ro, thu thp cc s

o (metrics), thit lp cc mc tiu cht lng, s dng cc php o gim st mt d

n, v.v. Mt kha cnh th v ca cc quy trnh ny, s hp dn cho nhng ngi qun l

d n bn rn, l chng khng phc tp, cng khng cng knh, s dng cc s o n

gin.

Infosys c nh gi mc 5 (mc cao nht) ca M Hnh Trng Thnh Nng Lc

(CMM - Capability Maturity Model). Bng cch trch ra cc quy trnh qun l d n t cc

tp hp cc quy trnh Infosys, cun sch ny cng minh ha lm th no cc d n

c qun l trong mt cng ty trng thnh mc cao. Thng qua minh ho ny, ti hy

vng s gii thiu nhng li ch ca CMM cho nhng ngi qun l d n - nhng ngi

khng nghin cu n v thiu thi gian, hoc bi v h nhn thy kh khn khi dng

CMM vo thc hnh qun l d n.

Chng ny gii thiu hai ch to nn bi cnh cho cun sch: CMM v Infosys. Bi v

trng tm ca cun sch l qun l d n v khng phi l CMM, cc cuc tho lun trong

sch tp trung vo cc kha cnh qun l d n ca CMM. Chng ny cng cung cp

mt ci nhn tng quan v quy trnh qun l d n v trng hp nghin cu (case study)

chnh; cc chi tit v nhng vn ny s c tho lun trong phn cn li ca cun

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sch. Trc tin, chng ta hy tho lun ngn gn v vai tr ca quy trnh trong qun l

d n.

1.1 QUY TRNH V QUN L D N

Mt d n phn mm c hai nhm hot ng chnh: pht trin v qun l d n. Nhm d

n quan tm n cc vn v thit k, kim th, ci t m, v.v. Nhm qun l d n

quan tm n hoch nh v qun l cc hot ng t c mc tiu ca d n: chi

ph, thi gian hon thnh, cht lng.

i vi d n nh: mt nhm mt hoc hai ngi lm th c th dng cc k thut khng

hnh thc. K hoch d n c th l mt e-mail xc nh ngy giao hng v c l mt vi

ct mc (milestones) bn trong khong thi gian . Yu cu (requirements) c th c

truyn t trong mt bc th ngn hoc thm ch bng li ni, v cc sn phm trung gian,

chng hn nh ti liu thit k, c th l mnh giy ghi vi vng c lu trong tp giy

c nhn.

Tuy nhin, nhng k thut khng hnh thc ny khng dng c cho cc d n ln:

nhiu ngi lm vic trong nhiu thng, nh hu ht cc d n phn mm thng mi.

Trong nhng d n nh th, vic pht trin phi c lm cn thn theo cc phng

php c th nghim, v kt qu ca cc cng vic ny phi c lp ti liu r rng

nhng ngi khc c th xem xt li (review) chng. Cc cng vic trong d n phi

c hoch nh v phn cng cho cc thnh vin v sau c theo di khi d n bt

u. Ni mt cch khc, d n ln thnh cng th phi gia tng tnh hnh thc v cng

nhc trong qun l v thc hin.

Nhng k thut theo hnh thc cn cc quy trnh c nh ngha r rng thc hin

cc cng vic khc nhau m kt qu tr nn ph thuc nhiu hn vo kh nng ca

cc quy trnh. Nhng k thut hnh thc tip tc c m rng hn na nu cc phng

php nh lng c s dng trong cc quy trnh thng qua vic s dng cc s o ph

hp.

Quy trnh l g? V mt k thut, mt quy trnh cho mt cng vic bao gm mt chui cc

bc cn c theo thc hin cng vic . Tuy nhin, i vi mt cng ty, cc quy

trnh c khuyn co c s dng bi cc k s v nhng ngi qun l d n

nhiu hn mt chui cc bc; chng ng gi nhng g cc k s v nhng ngi qun

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l d n hc c t cc d n c thc hin thnh cng. Thng qua cc quy

trnh, li ch ca kinh nghim c trao cho tt c mi ngi, k c ngi mi gia nhp

cng ty. Nhng quy trnh ny gip nhng ngi qun l v cc k s t c thnh cng

v trnh nhng vn dn n tht bi.

i vi mt d n, cc quy trnh xc nh lm th no thc hin cc hot ng pht

trin nh c t yu cu, thit k, th nghim, v.v. Cc quy trnh qun l d n, mt khc,

xc nh lm th no thit lp cc ct mc (milestones), t chc nhn s, qun l ri ro,

gim st tin , v.v. Cun sch ny tp trung vo quy trnh qun l d n.

Tuy nhin, khi bn xem xt cc quy trnh qun l d n, bn phi t cu hi: liu ngi

qun l d n c mun s dng chng khng? Ti thng nghe nhng ngi thit k quy

trnh than phin rng nhng ngi qun l d n khng thc hin theo cc quy trnh v

rng h khng thch nhng thay i. Kinh nghim ca ti vi nhng ngi qun l d n

ti Infosys v cc cng ty khc l h thc s mun s dng cc quy trnh nhng ch khi

chng hp l v c th gip nhng ngi qun l d n thc hin cc d n ca h tt

hn. Tuy nhin, nhiu ngi qun l d n cm thy phn n khi ngh cc quy trnh

dng nh khng cn thit v ng gp t gi tr cho cng vic ca h. Trong trng hp

ny, cn phi c nhng quy trnh trng lng nh (lightweight processes) c th gip

nhng ngi qun l d n lp k hoch v kim sot cc d n ca h tt hn v cung

cp cho h s linh hot x l cc tnh hung khc nhau.

tr li cho cu hi Ti sao ngi qun l d n cn theo quy trnh?, S.D. Shibulal

ngi thnh lp v gim c Infosys cho rng:

- Quy trnh m t kin thc chung. S dng chng lm tng c hi thnh cng ca

bn.

- Mt quy trnh c th c cc bc d tha, nhng bn s khng phi lun lun bit

trc ci no l khng cn thit, v do bn s c nhiu ri ro nu chn mt

cch nhanh chng.

- Nu khng c quy trnh, bn khng th d on v kt qu ca d n ca bn.

- Bn v cng ty khng th hc mt cch hiu qu m khng c quy trnh c

c nh ngha. Hc tp v ci tin c tnh bt buc trong th gii da trn tri

thc ngy nay.

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- Quy trnh lm gim mc lo lng ca bn. Cc bn lit k nhng mc cn kim

tra (checklist) chc chn bao gm 80% nhng g cn phi c thc hin. Do ,

nhim v ca bn l lm gim ri ro trong 20% cn li.

1.2 QUN L D N V CMM

Khi chp nhn s dng cc quy trnh hiu qu c th gip thc hin d n thnh cng,

mt cu hi l: Nhng c trng c c mong mun ca cc quy trnh ny l g?

CMM cho phn mm l mt khung lm vic (framework) c gng tr li cu hi ny.

CMM cho phn mm l mt khung lm vic c pht trin bi Vin Cng Ngh Phn

Mm (SEI) ti i hc Carnegie Mellon bng cch quan st cc thc hnh tt nht trong

phn mm v cc cng ty khc. Do , CMM phn nh kinh nghim v quy trnh chung v

mong i ca nhiu cng ty. N xc nh cc cc c im c mong mun ca cc quy

trnh m khng m t cc quy trnh c th. V th, cc quy tnh khc nhau c th thc hin

y cc yu cu ca CMM. N c th c s dng nh gi quy trnh phn mm

ca mt cng ty v xc nh thiu st.

CMM l mt trong nhng khung lm vic ph bin nht ci tin quy trnh phn mm

(cc khung lm vic khc cng thng c s dng l ISO 9001 [3][4][5]). Cc c s

ca CMM c quy nh trong Managing the Software Process [6] ca Watts

Humphrey, v khung lm vic ny c m t y trong The Capability Maturity Model:

Guidelines for Improving the Software Process ca Vin Cng Ngh Phn Mm [7]. Mt

"phin bn mi" ca CMM, c gi l CMM-I, c pht hnh. Nhng bi v trng

tm ca cun sch ny khng phi l v cc m hnh v bi v vn cn t kinh nghim v

CMM-I, ti ch tho lun CMM cho phn mm v cc kha cnh qun l d n, mc d

CMM ny cng bao gm cc vn cng ty v qun l quy trnh. Ti khng tho lun v

cc th tc nh gi, m t ngn gn v nhng vn ny c a ra trong cun sch

CMM in Practice [8], v m t chi tit c a ra trong CMM Based Appraisal for Internal

Process Improvement ca S. Masters [9].

1.2.1 Tng quan v CMM

Mt mc tiu ca CMM l phn bit cc quy trnh trng thnh vi cc quy trnh cha

trng thnh, hoc khng theo th thc (ad hoc). Quy trnh phn mm cha trng thnh

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ng rng cc d n c thc hin m khng c nhiu hng dn, v kt qu ca mt

d n ph thuc phn ln vo kh nng ca nhm d n v lnh o d n. Ngc li,

vi quy trnh trng thnh, mt d n c thc hin bng cch theo cc quy trnh c

nh ngha. Trong trng hp ny, kt qu ca d n l t ph thuc vo con ngi v

ph thuc nhiu hn vo quy trnh. Khi , cc quy trnh cng trng thnh, kt qu ca

d n cng c d on v c kim sot tt hn.

Phm vi ca cc kt qu c th c d on trong mt d n khi n c thc hin

bng cch s dng mt quy trnh l kh nng quy trnh (process capability) ca n. Kt

qu thc t t c trong mt d n c thc hin bng cch s dng quy trnh l hiu

sut quy trnh (process performance) ca n. R rng, hiu sut quy trnh ph thuc vo

kh nng quy trnh. lun ci thin hiu sut quy trnh trong cc d n, bn phi tng

cng kh nng quy trnh, quy trnh t cng phi trng thnh hn.

Con ng dn n mc trng thnh cao hn bao gm mt s trng thi n nh

c xc nh r rng c gi l cc mc trng thnh (maturity levels) ca CMM. Mi

mc trng thnh quy nh c th mt s c im cho quy trnh, mc trng thnh cao

hn c c im cao cp hn c tm thy trong quy trnh phn mm trng thnh hn.

Do , khung lm vic CMM m t cc yu t chnh ca quy trnh phn mm cc mc

khc nhau ca s trng thnh. Bi vy, n cng xc nh con ng m mt quy trnh

phn mm i theo chuyn i t cc quy trnh cha trng thnh n cc quy trnh

trng thnh cao hn. Con ng ny bao gm nm mc trng thnh, nh th hin

trong Hnh 1.1 [7].

mc 1, mc khi to (initial level), d n c thc hin theo cch thc m nhm

d n v ngi qun l d n thy ph hp. Mc lp li (repeatable level) (mc 2) p

dng khi thc hnh qun l d n c s dng, mc d quy trnh cha p dng cho ton

b cng ty. mc nh ngha (defined level) (mc 3), quy trnh cho ton b cng ty

c nh ngha v thng xuyn c thc hin theo. mc qun l (managed level)

(mc 4), nh lng s hiu bit v kh nng quy trnh lm cho n c th d on theo

nh lng v kim sot hiu sut ca quy trnh thc hin d n. mc ti u ha

(optimizing level) (mc 5), kh nng quy trnh c ci tin mt cch c kim sot v ci

tin ny l da trn nh lng.

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Hnh 1.1.7 Cc mc trng thnh ca CMM

Mi mc trng thnh (tr mc 1) c c trng bi cc lnh vc quy trnh trng im

(KPAs key process areas), xc nh cc lnh vc m ti cc cng ty nn tp trung

nng cao quy trnh ca h n mc trng thnh . Hnh 1.1 cng cho thy KPAs cho

cc mc khc nhau. i vi mt cng ty t c mt mc trng thnh, n phi p

ng tt c cc KPAs mc trng thnh cng nh cc KPAs ti tt c cc mc

trng thnh thp hn.

Duy tr cc quy trnh cc mc cao ca s trng thnh l mt nhim v y thch thc

i hi phi cam kt t cng ty v vn ha lm vic thch hp. Trong 900 nh gi c

tin hnh t nm 1996 n thng 6 nm 2000, kt qu nh gi c cung cp cho

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SEI, ch 3% ca cc cng ty mc 5, v 5% mc 4 [10]. Phn cn li mc 3 hoc

thp hn, vi 38% mc 2 v 18% mc 3.

1.2.2 KPAs cho qun l d n

Mi KPA quy nh c th cc mc tiu m cc quy trnh ca cng ty phi p ng tha

mn KPA . Ngoi ra, mi KPA xc nh mt nhm cc hot ng, c gi l cc thc

hnh ch cht (key practices), p ng cc mc tiu ca KPA . Cc mc tiu cho

mi KPA l nm bt bn cht ca n. Chng xc nh cc mc tiu m CMM t ra cho

cc quy trnh lin quan n KPA. minh ha KPAs kt hp vi qun l d n nh th

no, chng ti tho lun ngn gn v cc mc tiu ca nhng KPAs ny. Nhng mc tiu

ny c ly t CMM [7], vi mt s thay i nh trong cch din t ca mt s mc tiu.

Bng 1.1 lit k tt c cc mc tiu cho KPAs mc 2, cho thy r rng rng trng tm

mc 2 l gn nh dnh ring cho qun l d n. Theo cc mc tiu ny, bn to mt ti

liu k hoch d n, nh gi hiu qu d n ang din ra so vi k hoch v hnh ng

khi hiu sut thc t sai lch ng k so vi k hoch. Cc yu cu (requirements) c

lp ti liu mt cch ng n, v cc thay i yu cu u c qun l. Tt c cc sn

phm lm ra c kim sot, v thay i cc thnh phn u c qun l thng qua mt

k hoch qun l cu hnh. Cc xem xt li (reviews) v kim tra (audits) c thc hin

m bo rng cc quy trnh, k hoch v cc tiu chun ang c tun th. Nu mt

s phn ca d n l hp ng ph vi cc nh cung cp khc th vic gia cng hp ng

ph ny cng c theo di ng cch.

Bng 1.2 trnh by chi tit cc mc tiu ca ba trong by KPAs mc 3. Cc KPAs khc

tp trung vo cc vn t chc v qun l quy trnh. Mt d n trong mt cng ty mc 3

s dng mt phin bn c iu chnh ph hp ca quy trnh chun v ti s dng cc

thnh phn (asset), d liu, v kinh nghim t cc d n trong qu kh cho vic lp k

hoch. Cc nhm khc nhau ng gp vo d n hp tc mt cch sun s thng qua

giao din v c ch c xc nh r rng. Xem xt li (review) c thc hin xc

nh cc li trong cc sn phm c to ra, v h tr y thc hin vic xem xt

li (review) v theo di cc hot ng c cung cp.

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Bng 1.1. Cc mc tiu cho KPAs mc 2 (Repeatable)

KPA (lnh vc quy trnh trng im)

Cc mc tiu (Goals)

Qun l yu cu

(RM - Requirements

Management)

- Yu cu phn mm c kim sot thit lp mt baseline cho cng

ngh phn mm v cc hot ng qun l.

- Cc k hoch, sn phm, v cc hot ng c lu gi nht qun vi

yu cu.

Hoch nh d n

phn mm

(SPP - Software

Project Planning)

- Cc c lng c lp ti liu s dng trong vic lp k hoch v

theo di d n.

- Cc hot ng ca d n v cc cam kt c ln k hoch v c

lp ti liu.

- Nhm b nh hng v c nhn ng cc cam kt ca h lin quan

n d n.

Theo di v gim st

d n phn mm

(SPTO - Software

Project Tracking and

Oversight)

- Kt qu thc t v hiu qu c theo di so snh vi k hoch

phn mm.

- Hot ng khc phc li c thc hin v qun l khi kt qu thc t

v hiu sut sai chch ng so vi cc k hoch phn mm.

- Cc thay i c ng bi cc nhm v c nhn b nh hng.

Qun l hp ng

ph

(SSM - Software

Subcontract

Management)

- Cc nh thu chnh v nh thu ph ng cam kt ca h.

- Cc nh thu chnh theo di kt qu thc t ca nh thu ph v i

chiu vi cc cam kt ca h.

- Cc nh thu chnh v nh thu ph duy tr lin lc lin tc.

- Cc nh thu chnh theo di hiu sut thc t ca nh thu ph v i

chiu vi cc cam kt ca h.

m bo cht lng

phn mm

(SQA - Software

Quality Assurance)

- Cc hot ng m bo cht lng phn mm c ln k hoch.

- Tun th ca cc sn phm phn mm v cc hot ng theo cc tiu

chun, th tc, v cc yu cu c p dng c xc minh mt cch

khch quan.

- Cc nhm v c nhn b nh hng c thng bo v cc hot ng

m bo cht lng phn mm v kt qu.

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- Cc vn v khng tun th m khng th c gii quyt trong phm

vi d n s c gii quyt bi ngi qun l cp cao.

Qun l cu hnh

phn mm

(SCM - Software

Configuration

Management)

- Hot ng qun l cu hnh phn mm c ln k hoch.

- Cc sn phm cng vic (work products) c chn ra kim sot.

- Cc thay i n cc sn phm cng vic c kim sot.

- Cc nhm v c nhn b nh hng c thng bo v tnh trng v ni

dung ca cc baselines phn mm.

Bng 1.2. Cc mc tiu ca ba KPAs mc 3 (Defined)


Cc mc tiu (Goals)

Qun l phn mm tch

hp

(ISM - Integrated

Software Management)

- Quy trnh phn mm ca d n c nh ngha l mt phin bn

c thay i cho ph hp ca quy trnh phn mm tiu chun ca

cng ty.

- D n c lp k hoch v qun l theo quy trnh phn mm ca

d n c nh ngha.

Phi hp gia cc

nhm

(IC - Intergroup

Coordination)

- Tt c cc nhm b nh hng ng vi yu cu ca khch hng.

- Tt c cc nhm ng vi cc cam kt gia cc nhm khc nhau.

- Cc nhm xc nh, theo di, v gii quyt cc vn gia cc

nhm.

Xem xt li

(PR - Peer Reviews)

- Xem xt li (review) li cc hot ng c ln k hoch.

- Li trong cc sn phm cng vic (work products) c xc nh v

loi b.

Bng 1.3 cho thy cc mc tiu cho hai KPAs mc 4. mc 4, kh nng ca quy trnh

ca cng ty c hiu v mt nh lng. Kh nng ca quy trnh c s dng thit

lp cc mc tiu nh lng cho mt d n. D liu v thc hin d n c thu thp mt

cch lin tc v c so snh vi d liu v hiu sut trong qu kh, nu c s chnh

lch ng k, cc hnh ng khc phc thch hp c p dng a cc d n tr li

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trong tm kim sot. Mt kha cnh quan trng ca mc 4 l vic s dng cc k thut

kim sot quy trnh bng cch dng cc k thut kim sot quy trnh dng thng k mt

cch lin tc m mi hot ng c th c nh gi v v c khc phc bi cc

hnh ng cn thit.

Ba KPAs mc 5 tp trung vo vic ci thin kh nng ca quy trnh (capability of the

process). Trong ba KPAs, KPA Phng Nga Li (Defect Prevention KPA) l ci nh hng trc tip nht n qun l d n. KPA ny i hi cc li c phng nga mt

cch ch ng bng cch phn tch c h thng nguyn nhn ca li v sau loi b

nhng nguyn nhn . Nu cc li c th c ngn chn xm nhp vo phn mm,

cng sc b ra trong vic loi b chng c th c gim, do nng cao cht lng v

nng sut.

Bng 1.3. Cc mc tiu cho KPAs mc 4 (Managed)


Cc mc tiu (Goals)

Qun l quy trnh theo nh

lng

(QPM - Quantitative

Process Management)

- Cc hot ng qun l quy trnh theo nh lng (quantitative

process management) c ln k hoch.

- Hiu sut quy trnh ca quy trnh phn mm c nh ngha

cho d n c kim sot da theo nh lng.

- Kh nng ca quy trnh phn mm theo tiu chun ca cng ty

c bit theo nh lng.

Qun l cht lng phn

mm

(SQM - Software Quality

Management)

- Cc hot ng qun l cht lng phn mm ca d n c

ln k hoch.

- Cc mc tiu o lng c cho cht lng sn phm phn

mm v u tin ca chng c xc nh.

- Tin thc t hng ti t c cc mc tiu cht lng

cho cc sn phm phn mm c nh lng v qun l.

13

1.3 QUN L D N INFOSYS

Infosys thc hin hng trm d n mi nm. Ton b trch nhim thc hin mt d n

thuc v ngi qun l d n, nhng ngi phi chc chn rng nhm s giao phn mm

c cht lng cao cho khch hng, ng thi gian v trong gii hn chi ph. gip

ngi qun l d n thc hin trch nhim ny, h tr t cng ty ny l cn thit. Phn

ny gii thiu ngn gn v bi cnh Infosys v h tr ca n cho vic qun l d n.

1.3.1 Bi cnh: Infosys

Infosys l mt cng ty phn mm c tr s ti Bangalore, n . Nhim v ca n nh

nu l "l mt cng ty ton cu cung cp cc gii php phn mm tt nht bi nhng

ngi gii nht." N s dng cc m hnh phn phi ton cu, trong khch hng c th

bt c ni no trn th gii. Trong m hnh ny, khch hng c tm kim t bt c

ni no trn th gii ni m cng ty t c li nhun cao nht. p ng yu cu

khch hng, mt s kt hp ca cc quy trnh, cng ngh, v qun l c s dng

tch ring cc cng vic m gi tr c th c thm vo trong cc v tr ti u nht

v sau tch hp li giao cho khch hng.

Infosys hin ang s dng khong 10.000 ngi, vi khong 15 trung tm pht trin ti

bn quc gia v c vn phng ti hn mt chc quc gia. Cng ty c thnh lp nm

1981 bi by chuyn gia phn mm vi ngun vn ban u ch c $ 300. Hm nay,

Infosys c ngun vn hn 8 t la (da trn gi th trng vo thng su nm 2001), v

doanh thu ca n l hn 400 triu la trong nm 2000 (doanh thu nm 1994 l 9.5 triu

la). Khch hng ca n khp ton cu v bao gm tp on ln - hn 60 trong s h

l cc cng ty Fortune 1000 tc l bao gm cc doanh nghip a dng nh: ngn hng,

bn l, sn xut, vin thng, dch v ti chnh, bo him, v giao thng vn ti.

Infosys l mt cng ty c uy tn cao c nh gi l cng ty qun l tt nht v uy tn

nht n v l mt trong cc cng ty cng ngh thng tin hng u chu (IT). N

thu c nhiu gii thng, bao gm gii thng Ramakrishna Bajaj c hnh thnh

sau gii thng Malcolm Balridge. C th ni mt cch an ton rng Infosys l mt trong

nhng cng ty dch v phn mm tt nht trn th gii.

14

Infosys cung cp mt c s h tng hng u nhng ngi qun l d n c th phc

v tt hn nhu cu ca khch hng trn ton th gii. Cng ty cung cp thit b cho hi

ngh truyn m thanh cho hu ht cc nhm nhng ngi qun l d n c th tng

tc d dng vi khch hng v vi cc thnh vin trong nhm nm cc v tr a l khc

nhau. Tng t, cc phng hi ngh qua video c s dng cho s tng tc gia cc

a im khc nhau ca cng ty cng nh cho cc cuc hp o. Khun vin chnh ca n

Bangalore l mt trong cc c s dch v phn mm ln nht trn th gii, vi cc c

s lin quan n cng vic nh th vin, my tnh mnh v cc thit b cho kt ni mng,

cc c s o to, phng tho lun, cc c s chiu, v.v., cng nh cc thit b gii tr

nh mt phng trng by ngh thut, cu lc b sc khe, v c s vt cht dnh cho

bng r, tennis, v.v.

Lm vic theo quy trnh v ci tin l mt phn ca vn ha lm vic ca Infosys, v cc

quy trnh c nh ngha cho hu ht cc cng vic thng xuyn c thc hin.

nh ngha v ci tin quy trnh, trc ht Infosys p dng khung lm vic tiu chun

ISO 9000 v nhn chng nhn ISO vo nm 1993. ci tin hn na quy trnh phn

mm, Infosys sau p dng khung lm vic CMM. Ln u tin n c nh gi

mc 4 trong thng 12 nm 1997, v sau mc 5 trong thng 12 nm 1999. Trong vic

theo ui cc ci tin lin tc, Infosys hin ang s dng khung lm vic Malcolm Balridge

cho tt c cc vn lin quan n ci tin v xy dng i ng lnh o xut sc trong

tt c cc lnh vc hot ng.

1.3.2 H tr ca nhm quy trnh cng ngh phn mm cho cc d n

B phn m bo cht lng ti Infosys cha nhm quy trnh cng ngh phn mm

(SEPG - software engineering process group). SEPG chu trch nhim phi hp tt c cc

hot ng v quy trnh, bao gm c nh ngha quy trnh, ci tin quy trnh v trin khai

quy trnh. N cng qun l tt c cc thng tin v d liu lin quan n vic s dng cc

quy trnh (chng hn nh c s d liu v quy trnh (process database) v baseline v

kh nng quy trnh (process capability baseline), c tho lun thm trong Chng 2).

Mc d trch nhim i vi tt c cc kha cnh ca sn phm c giao, bao gm cht

lng, thuc v nhm d n, nhng SEPG s to iu kin cho nhm d n thc hin d

n theo ng cc quy trnh. SEPG cng to mt knh c lp gim st v bo co cho

15

ngi qun l cp cao v cc vn ca quy trnh v cht lng. Bi v "cc quy trnh s

khng t bi ri," [6] SEPG gip m bo rng cc quy trnh c nh ngha c

thc hin theo v tr thnh thc hnh chun.

kt thc iu ny, ngoi vic cung cp cc kha o to v quy trnh, SEPG cung cp

mt thnh vin c lin quan n d n nh l mt c vn cht lng phn mm (software

quality adviser). C vn cht lng h tr trong vic nh ngha v thc hin theo cc quy

trnh, m bo rng cc quy trnh c thc hin theo, h tr trong vic phn tch d liu,

v cung cp bt k kha o to cn thit no v quy trnh. Bi v c vn tho v cc quy

trnh, cc hng dn, v.v., s gip chnh ca c vn s din ra trong qu trnh lp k

hoch d n. C vn cng xem xt cc k hoch d n m bo rng n c cha tt

c cc yu t chnh.

Ngoi vic cung cp t vn v gip v cc quy trnh v cc s o (metrics), SEPG

Infosys c lng thi gian hon thnh v qun l vic kim ton mt cch c lp v

thng xuyn (xem Chng 11) m bo rng cc quy trnh c nh ngha v

tiu chun ang c tun th.

1.3.3 S lin quan ca ngi qun l cp cao trong cc d n

Infosys t ho trong vic cung cp gi tr cho khch hng ca mnh thng qua vic giao

cc sn phm xut sc. Tt c mi th ti Infosys, bao gm c c cu t chc ca n,

c thc y bi mc tiu phc v khch hng mt cch hiu qu v khai thc nhanh

chng cc c hi kinh doanh mi.

cung cp cc dch v khch hng, Infosys c nhiu n v kinh doanh. Trong mi n

v kinh doanh, mt nhm (team), ng u l mt ngi qun l d n (project manager),

pht trin mt d n. Ngi qun l d n chu trch nhim cho tt c cc kha cnh trong

thc hin d n, t vic xc nh cc yu cu n ci t sau cng ca phn mm.

Ngi qun l d n bo co cho ngi qun l kinh doanh (business manager) ngi

ny tip tc bo co cho ngi ng u n v kinh doanh (business unit head).

x l cc tnh hung khng th c gii quyt bi ngi qun l d n, ngi qun

l cp cao (senior management) lin quan vo cc d n l cn thit. Infosys, ngi

qun l kinh doanh thng xuyn tng tc vi ngi qun l d n v gim st d n

thng qua cc bo co tnh trng v bo co ti cc ct mc (milestones)(c tho lun

16

trong Chng 11). Ngoi vic thng xuyn theo di, ngi qun l kinh doanh cng gip

gii quyt cc vn khng th c x l bi nhm d n v phi cn n cp ca

mnh (c tho lun trong Chng 8). Ngi qun l kinh doanh cng tng tc vi

khch hng m bo rng h hi lng v bt k vn no c a ra gii quyt

kp thi.

Ngoi ra, nhng ngi cp cao khc cng xem xt li (review) cc d n mt cch nh

k bng cch thng xuyn tham gia vo cuc kim ton ni b (c tho lun trong

Chng 11). Thng qua hai h thng c gi l PRISM (xem xt li (review) d n bi

ngi qun l cp cao) v IPM (qun l d n tch hp/integrated project management)

cc bo co cc ct mc (milestones) v k hoch d n c chun b sn sng

cho ngi qun l cp cao xem xt li. Tt c ngi qun l cp cao d kin s xem xt

mt s d n nh k thng qua h thng ny v cung cp thng tin phn hi n

nhng ngi lnh o d n.

Nhn chung, ngi qun l cp cao duy tr s lin quan n d n ch yu bng cch

gim st m bo rng cc mc tiu ca d n c p ng v khch hng hon

ton hi lng.

1.3.4 o to cho ngi qun l d n

Bi v nhng ngi qun l d n c trch nhim chnh l tha yu cu khch hng, h

cn phi nm vng khng ch thc hin c cc kha cnh k thut ca d n m cn

tng tc vi khch hng, gi thu thp c yu cu khch hng, qun l nhm d

n, v.v. R rng khng ai c th c c tt c cc k nng cn thit, v vy rt quan

trng o to con ngi pht trin cc k nng cn thit. Infosys thc hin mt lot

cc chng trnh gip chuyn i t k s thnh nhng ngi lnh o d n.

Tt c cc k s mi (th sinh) phi tri qua mt chng trnh o to ko di t ba n

bn thng. Ngoi o to v k thut v cng ngh, chng trnh ny c mt chng

trnh ko di mt hoc hai ngy v vn ho kinh doanh, giao tip bng vn bn, ni trc

cng chng, ngn ng c th, v.v.

Sau , khi cc k s sn sng tr thnh nhng ngi lnh o m-un (nhng

ngi qun l pht trin ca mt m-un h thng, c bit l trong cc d n ln hn)

hoc qun l d n, h tham gia mt lot cc chng trnh o to k thut v k nng

17

mm. Bao gm mt kha hc qun qun l d n ko di nm ngy tp trung vo tt

c cc kha cnh ca qun l d n: lp k hoch, gim st, kim sot, v.v. Mt kha hc

ko di hai tun v c t yu cu khch hng v v qun l dy lm th no khi

gi ra nhng yu cu, lm th no lp ti liu chng, lm th no xc minh (verify),

v.v. Chng trnh o to k nng mm ko di nm ngy bao gm cc m-un v nh

gi v qun l nhm d n, quan tm khch hng v qun l khch hng, lnh o, nghi

thc x hi v vn ha kinh doanh cc quc gia khc nhau, v.v.

Cc chng trnh c cung cp khc thng xuyn tp trung vo cc kha cnh khc

nhau ca qun l, nhng ngi lnh o d n tham d cc kha hc ny khi h c thi

gian. Ngoi ra, cc hi tho v xy dng nhm cng c t chc bi cc chuyn gia.

1.3.5 Quy trnh qun l d n

mt nhm thc hin mt d n thnh cng, hng trm cng vic (tasks) phi c

phi thc hin, nhiu cng vic trong s chng ph thuc ln nhau. Qun l mt cch

hiu qu quy trnh ny l cc k quan trng dn n thnh cng. Infosys, tp hp

cc hot ng c thc hin bi ngi qun l d n c xc nh c th trong quy

trnh qun l d n. iu ny kh chun, c ba giai on chnh:

- Hoch nh d n

- Thc hin d n

- Kt thc d n

Trong giai on lp k hoch cho d n (project planning), ngi qun l d n xem xt

li cc cam kt trong hp ng v to ra mt k hoch p ng chng. Vic to mt k

hoch cho d n lin quan n vic nh ngha mt quy trnh vng i (chu k sng/life-

cycle process) c thc hin theo, c lng n lc (effort) v thi gian hon thnh

(schedule), chun b thi gian biu chi tit cho cc cng vic, v.v. N cng bao gm cc

k hoch v cht lng v qun l cu hnh cng nh qun l ri ro. Trong giai on ny,

cc hot ng chnh ca ngi qun l d n nh sau:

- Thc hin cc cng vic khi ng v qun l.

- To mt k hoch cho d n v c lng thi gian hon thnh (schedule).

18

o Xc nh cc mc tiu ca d n.

o Xc nh mt quy trnh chun ph hp thc hin d n.

o Thay i quy trnh chun p ng c cc yu cu (requirements) ca d n.

o nh ngha mt quy trnh qun l cc thay i yu cu.

o c lng cc n lc (effort).

o Lp k hoch cho ngun nhn lc v t chc nhm.

o Xc nh cc ct mc (milestones) ca d n v c lng thi gian hon thnh.

o Xc nh cc mc tiu cht lng v k hoch cht lng t c chng.

o Lp k hoch phng nga li.

o Xc nh ri ro v lp k hoch gim thiu chng.

o Xc nh mt k hoch o lng i vi d n.

o Xc nh mt k hoch o to (training plan) cho d n.

o Xc nh cc th tc theo di d n.

- Thc hin xem xt li cc k hoch v thi gian hon thnh d n.

- C c y quyn t ngi qun l cp cao.

- Xc nh v xem xt li k hoch qun l cu hnh.

- Nhc nh nhm d n thc hin theo k hoch qun l d n.

Ngoi ngi qun l d n, giai on ny lin quan n cc khch hng, mt i din ca

SEPG, v ngi qun l kinh doanh ca d n. Tiu chun nhp l hp ng hoc u

quyn d n c. Tiu chun xut l k hoch d n c lp ti liu v nhm

xem xt li (xem Chng 10).

19

Giai on th hai, thc hin d n (project execution), lin quan n vic thc hin k

hoch d n, theo di tnh trng ca d n, v lm cc hiu chnh bt c khi no hiu sut

ca d n i chch vi k hoch. Ni cch khc, n lin quan n vic theo di v kim

sot vic thc hin theo quy trnh ca d n. Giai on ny l di nht trong quy trnh

qun l d n, kt hp vi cc cng vic nh k nh gim st tnh trng d n v cht

lng v thc hin bt c hiu chnh no nu cn thit. Trong giai on ny, ngi qun

l d n thc hin cc hot ng chnh sau:

- Thc hin d n theo k hoch d n.

- Theo di tnh trng d n.

- Xem xt li tnh trng d n vi ngi qun l cp cao.

- Gim st xem c tun theo quy trnh d n c xc nh.

- Phn tch cc li v thc hin cc hot ng ngn chn li.

- Gim st hiu sut mc chng trnh (program level).

- Tin hnh xem xt li ti cc ct mc v hoch nh li nu cn thit.

Cc thnh vin khc trong nhm cng tham gia trong giai on ny. Tiu chun nhp l k

hoch d n c hon thnh v ph duyt v tiu chun xut l tt c cc sn phm

cng vic (work products) c chp nhn bi khch hng.

Giai on cui cng ca quy trnh qun l d n, kt thc d n (project closure), lin

quan n vic kt thc d n mt cch c h thng sau khi khch hng chp nhn. Mc

tiu chnh y l hc hi t kinh nghim m quy trnh c th c ci tin. Phn

tch d liu ca cc d n hon thnh cu thnh cc hot ng chnh; s o c

phn tch, cc sn phm ca quy trnh (process assets) (nhiu ti liu, nh cc bn mu

(templates) v hng dn (guidelines) c s dng h tr trong vic qun l quy

trnh) c thu thp s dng trong tng lai, v cc bi hc c ghi nhn. Bi v hc

t d n l mc tiu chnh, y l mt nhm cc hot ng c lin quan n ngi qun

l d n, SEPG, v cc thnh vin khc ca nhm. Tiu chun nhp l cc khch hng

chp nhn sn phm. Tiu chun xut l mt cuc hp hu d n (postproject) c

20

tin hnh. Cc kt qu u ra chnh ca giai on ny l bo co kt thc d n v cc

sn phm ca quy trnh (process assets) c thu thp.

Phn cn li ca cun sch ny tho lun v cc yu t khc nhau ca quy trnh qun l.

Phn I bao gm cc chng ring bit dnh cho cc hot ng lp k hoch quan trng,

chng hn nh nh ngha quy trnh v hiu chnh, qun l ri ro, c lng n lc v thi

gian hon thnh (schedule), lp k hoch cht lng, v lp k hoch qun l cu hnh.

Cc cng vic khc trong giai on lp k hoch (nh hoch nh ngun nhn lc, t

chc d n, cc cng c c s dng, th tc theo di d n, v.v.) s c tho lun

ngn gn trong cc Chng 7 v 8. Phn II bao gm cc chng v gim st v kim

sot d n v v kt thc d n.

1.4 TNG QUAN V CASE STUDY ACIC

ACIC Corporation (tn c thay i bo v b mt) l mt vin ti chnh tr gi

nhiu t la. theo kp vi thi i, cch y vi nm, n bt u t t dng cc ng

dng Web, v n mun bt u xy dng mt dch v trc tuyn (on-line service) m

v theo di ti khon. Bi v Infosys xy dng thnh cng mt s dch v in t (e-

services) cho ACIC trc trong mt d n c gi l Synergy (tn c thay i),

ACIC thu Infosys phn tch vn . Cng vic ny c thc hin trong thi gian gii

hn v vt cht (T & M - time and material), tc l, khch hng tr tin cho n lc (effort)

c dng bi Infosys lm vic phn tch. Da trn kt qu phn tch, Infosys

u thu thnh cng d n Web, cung cp mt case study (trng hp nghin cu) ACIC

c dng xuyn sut cun sch ny. D n pht hnh dch v mi thnh cng ng thi

gian, v phn mm hot ng m khng c bt k vn g.

D n ACIC minh ha cho vic lp k hoch v gim st cc cng vic c thc hin

trong mt d n ti Infosys. Nhiu kt qu u ra lin quan n qun l ca d n ACIC

c a vo cc chng trong sch. Chng bao gm nhng iu sau y:

- D liu t d n Synergy, c s dng bi ngi qun l d n ACIC trong sut

thi gian lp k hoch (Chng 2)

- K hoch quy trnh ca d n (Chng 3)

- Mt phn tch v tc ng ca vic thay i yu cu (Chng 3)

21

- c lng n lc (effort estimation) v thi gian biu (schedule) mc cao, cng

vi mt m t v cch thc thc hin chng (Chng 4)

- K hoch cht lng c cha cc mc tiu cht lng v cc k hoch t

c chng, bao gm c cc k hoch phng nga li v xem xt li (review)

(Chng 5)

- K hoch qun l ri ro m t nhng ri ro ln, nguy c xy ra v tc ng ca

chng, xp u tin, v cc k hoch gim thiu ri ro cho nhng ri ro c u

tin cao (Chng 6)

- Cc k hoch o lng v theo di (Chng 7)

- Lp k hoch qun l cho ton d n, bao gm k hoch qun l nhm d n v

giao tip (communication ) vi khch hng (Chng 8)

- K hoch qun l ton b cu hnh (Chng 9)

- Cc ti liu theo di d n, bao gm c nht k ghi li (defect log), nht k ghi cc

vn pht sinh (issues log), bo co tnh trng (status report), v bo co ti cc

ct mc (milestone report) (Chng 11)

- Chi tit v cng tc phng nga li, bao gm cc kt qu phn tch li v tc ng

ln d n ca k hoch ngn chn li (Chng 11)

- Bo co kt thc ton b d n, bao gm cc s o v cht lng, nng sut, chi

ph cho cht lng, hiu qu loi b li, v.v. (Chng 12)

1.5 TM TT

Qun l d n phn mm c l l yu t quan trng nht trong cc kt qu ca mt d n.

Nu khng c qun l d n ph hp, mt d n gn nh chc chn s tht bi. Nhiu

cng ty pht trin cc quy trnh qun l d n hiu qu. Cun sch ny m t cc quy

trnh ny cho mt trong nhng cng ty nh th, Infosys, c nh gi mc 5 ca

CMM v nhng ngi qun l d n thc hin thnh cng hng trm d n.

Di y l nhng tm tt cho Chng ny:

22

- Cc quy trnh cho cc kha cnh khc nhau ca qun l d n khng nn c

xem xt trong s c lp. Trong mt quy trnh cn bng, cc thc hnh tch hp

trn tru.

- Cc quy trnh ca mt cng ty nn ng gi cc thc hnh tt nht ca mnh p

dng li, gip cc d n mi thnh cng v trnh tht bi.

- mc cao nht, quy trnh qun l d n bao gm ba giai on: lp k hoch, thc

hin, v kt thc.

- thc hin hiu qu cc d n, ngi qun l d n cn c h tr thng qua

s gip ca mt SEPG trong qu trnh thc hin; ngi qun l cp cao gim

st v gii quyt vn pht sinh; o to tt.

- Nhiu quy trnh then cht c mt tt c cc mc trng thnh ca CMM tp

trung trc tip vo qun l d n.

1.6 CC THAM KHO

1. L.H. Putnam and W. Myers. Industrial Strength Software: Effective Management Using

Measurement. IEEE Computer Society Press, 1997.

2. R.L. Glass. Software Runaways: Lessons Learned from Massive Software Project

Failures. Prentice Hall PTR, 1998.

3. International Standards Organization. ISO 9001, Quality SystemsModel for Quality

Assurance in Design/Development, Production, Installation, and Services. 1987.

4. International Standards Organization. ISO 9000-3, Guidelines for the Application of

ISO9001 to the Development, Supply and Maintenance of Software. 1991.

5. U.K. Dept. of Trade and Industry and British Computer Society. TickIT: A Guide to

Software Quality Management System Construction and Certification Using EN29001.

1992.

6. W. Humphrey. Managing the Software Process. Addison-Wesley, 1989.

23

7. Carnegie Mellon University/Software Engineering Institute. The Capability Maturity

Model: Guidelines for Improving the Software Process. Addison-Wesley, 1995.

8. P. Jalote. CMM in Practice: Processes for Executing Software Projects at Infosys.

Addison-Wesley, 2000.

9. S. Masters. CMM Based Appraisal for Internal Process Improvement (CBA-IPI): Method

Description. Technical Report, Software Engineering Institute, CMU/SEI-96-TR-007, 1996.

10. Software Engineering Institute. Maturity Profile Report,

http://www.sei.cmu.edu/activities/sema/profile.html.

24

Phn I: Lp k hoch cho d n

Chng 2. C s h tng lp k hoch cho d n Chng 3. Lp k hoch cho quy trnh Chng 4. c lng n lc v thi gian biu Chng 5. Lp k hoch cho cht lng Chng 6. Qun l ri ro Chng 7. o lng v lp k hoch theo di Chng 8. K hoch qun l d n Chng 9. Qun l cu hnh

25

Chng 2. C s h tng lp k hoch cho d n

Vo cui cuc hp xem xt li k hoch (plan review meeting) cho d n th 10 ca mnh,

Dinesh, lnh o giao hng ti Infosys vo thi im , cm thy khng vui. Trong khi

xem xt li k hoch ca cc d n, Dinesh nhn thy rng mi ngi qun l d n

lm vic trong mt th gii ca ring mnh, c gng to ra cc quy trnh ti u

thc hin d n ca mnh v lm cc c lng h c th t c mc tiu ra

iu ny xy ra thm ch Dinesh bit rng nhiu d n tng t va c thc hin bi

nhng nhm d n khc m kinh nghim v d liu c th gip lm du ni au ca ngi

qun l d n. Nhng ngi qun l d n khng ch ang u t n lc lp k hoch

cho d n ca h, m h cn ang "lp k hoch" to ra nhng sai lm tng t nh

nhng ngi qun l d n khc trc h. Dinesh nhn ra rng cu tr li cho tnh trng

kh khn ny nm vic to ra mt b nh ca cng ty m mi ngi qun l d n c

th truy cp vo.

Cu hi c gi tr triu la l lm th no xy dng b nh cng ty v s dng n lm

c s h tng lp k hoch cho d n. Cc phn t ca n l g? Lm th no kinh

nghim qu kh c th c ghi li mt cch c h thng v sn sng c ti s

dng? Lm th no Infosys c th gi cho c s h tng lun c cp nht?

Chng ny bn v cc phn t chnh ca c s h tng lp k hoch cho d n ti

Infosys: c s d liu quy trnh, kh nng c s ca quy trnh, v cc thnh phn ca quy

trnh. Trong nhng chng sau, bn s thy lm th no cc phn t ny c s dng

trong lp k hoch d n.

C s d liu quy trnh (CSDLQT) lu gi d liu hiu sut (performance) ca cc d n

hon thnh. Baseline v kh nng quy trnh (process capability baseline) tm tt hiu

sut ca nhiu d n khc nhau. Do n xc nh c th phm vi ca cc kt qu c

mong i nu cc quy trnh tng t c thc hin theo. Cc i tng ca quy trnh

(process assets) l cc ti liu (documents) nh bn lit k nhng mc cn kim tra

(checklists), cc bn mu (templates), phng php (methodologies), v cc bi hc

y l nhng th gip ghi nhn li kinh nghim qu kh v gip nhng ngi qun l d

n v cc k s s dng hiu qu cc quy trnh. Nhng phn t ny thng hin din

26

trong cc cng ty c mc trng thnh (CMM) cao, mc d chng vn c th c s

dng trong cc cng ty khc [1].

2.1 C S D LIU QUY TRNH (CSDLQT)

C s d liu quy trnh l mt kho lu tr lu di d liu v hiu sut quy trnh ca cc d

n; n c th c s dng lp k hoch, c lng, phn tch nng sut v cht

lng, v nhng mc ch khc. CSDLQT bao gm d liu t cc d n hon thnh,

mi d n cung cp mt mu tin (record) trong c s d liu. Nh bn c th tng

tng, c lu tr trong CSDLQT, d liu phi c thu thp, phn tch, v sau

t chc nhp vo (entry). y chng ti tp trung vo cch trnh by d liu trong

CSDLQT ti Infosys; Chng 7 gii thch d liu c thu thp nh th no.

2.1.1 Ni dung ca CSDLQT

s dng cc thng tin trong CSDLQT trong sut qu trnh lp k hoch, nhng ngi

qun l d n thng xuyn tm kim thng tin v cc d n tng t. cho php kim

tra s tng t, bn nn nm bt cc thng tin chung trong CSDLQT v d n, chng

hn nh ngn ng c s dng, nn tng (platforms), c s d liu c s dng, cc

cng c c s dng, kch thc, v n lc (effort). Vi cc loi thng tin ny, mt

ngi qun l d n c th tm kim v tm thy thng tin trn tt c cc d n, v d, tp

trung vo mt lnh vc ng dng c th, s dng mt h qun tr c s d liu c th

(DBMS) hoc ngn ng, hoc mt nn tng c th.

gip ch cho vic lp k hoch d n, bn nn thu thp d liu v n lc, li, thi gian

hon thnh, ri ro, v.v. Nu n lc tng cng c dng cho mt d n c bit n,

cng vi kch thc v s phn phi n lc vo cc giai on pht trin khc nhau, d

liu ny c th c s dng c lng n lc cho d n mi.

V th, d liu c thu thp trong CSDLQT Infosys c th c phn loi nh sau:

- Cc c trng (characteristics) ca d n

- Thi gian biu ca d n

- N lc ca d n

27

- Kch thc

- Li

D liu v cc c trng ca d n bao gm tn d n, tn ca ngi qun l d n v

cc ngi lnh o m-un ( h c th c lin lc bit thm thng tin hoc lm

r), n v kinh doanh (cho php phn tch da trn n v kinh doanh), quy trnh c

trin khai ( cho php cc phn tch ring bit cc qu trnh khc nhau), lnh vc ng

dng (application domain), nn tng phn cng, cc ngn ng c s dng, DBMS

c s dng, mt m t ngn gn v cc mc tiu ca d n, thng tin v nhng ri ro,

thi gian pht trin d n, v kch thc nhm d n.

D liu v thi gian hon thnh ch yu l ngy bt u v ngy kt thc (d kin v thc

t) ca d n. Cc d liu v n lc ca d n bao gm n lc tng cng c c

lng ban u v n lc thc t, v lng phn phi ca n lc thc t qua cc giai on

pht trin khc nhau, chng hn nh lc bt u d n, qun l yu cu, thit k, ci t,

kim th n v, v cc giai on khc. Chng 7 tho lun cch thu thp nhng d liu

n lc ny nh th no.

Kch thc ca cc phn mm c pht trin c th l s dng m (LOC lines of code),

s lng cc chng trnh n gin, trung bnh, hay phc tp, hoc mt s kt hp ca

cc s o ny. Thm ch nu s im chc nng (FP - Function points) khng c s

dng c lng, bn vn c th c c mt s o (metric) thng nht cho nng sut

bng trnh by kch thc cui cng bng s im chc nng (FP), thng thu c

bng cch chuyn i kch thc c o bng LOC sang s im chc nng (FP) bng

cch s dng bng chuyn i [3].

D liu v li bao gm s lng cc li c tm thy trong cc hot ng pht hin li

khc nhau, v s lng li c tim vo (defects injected) cc giai on pht trin

khc nhau. Do , bn ghi li s lng li c pht hin t cc ngun khc nhau: xem

xt li yu cu (requirements review), xem xt li thit k (design review), xem xt li m

(code review), kim th n v (unit testing), v cc giai on khc. Chng 7 gii thch

lm th no cc d n ghi nhn li cc d liu v li.

Ngoi ra, nhiu ghi ch khc cng c ghi nhn li, bao gm ghi ch v c lng (v

d, cc tiu chun c s dng phn loi mt chng trnh (program) l n gin,

28

trung bnh, hay phc tp) v ghi ch v qun l ri ro (v d, lm th no nhn bit nguy

c ri ro trong sut qu trnh thc hin d n).

2.1.2 V d v mt mc nhp vo c s d liu quy trnh

Hy nhn vo mt mc ca c s d liu quy trnh (CSDLQT) mu ca mt d n, m

chng ti s gii thiu qua tn gi Synergy. Trong d n Synergy, mt ng dng c

xy dng trc y, d liu trong CSDLQT ca n c th c tham kho n bi case

study (d n ACIC). C th l case study ny s tham kho ti mt mc ca CSDLQT

trong sut thi gian lp k hoch.

D liu ca bn bng chnh c trnh by (v d s dng cc tn c ngha, nhng

cc m (codes) c s dng trong cc c s d liu thc t cho cc giai on khc

nhau v cc hot ng v cht lng). Trong v d ny, cc d liu th kh y ; tuy

nhin, trong cc trng hp khc, cc d liu c th khng c y nh vy. Nhng

d liu nh th c th khng phi lc no cng b vt b bi v cc thng tin c th vn c

ch [4]. Do , nhng d liu nh th cn c lu tr vo CSDLQT.

Bng 2.1 cung cp cc thng tin chung v d n, bao gm ngy bt u v ngy kt thc

(start and end dates) (c lng v thc t), n lc c lng (estimated effort) (n lc

thc t khng c lu trong bng ny bi v n c th c tnh ton t bng n lc),

kch thc nhm d n lc cao im, thng tin v ri ro, cc cng c c s dng.

Ngoi ra, cc thng tin khc - v d, v khch hng cng c lu tr trong bng ny.

Bng 2.1. D liu chung v mt d n (General Data about a Project)

Cc c trng chung (General Characteristics)

Tn trng (Field Name) Gi tr ca Synergy (Value for Synergy)

Loi quy trnh (ProcessCategory) Pht trin (Development)

Chu k sng (LifeCycle) Ton b (Full)

Lnh vc nghip v

(BusinessDomain) Mi gii/Ti chnh (Brokerage/Finance)

Ghi ch iu chnh quy trnh

(ProcessTailoringNotes)

B sung nhm xem xt li cho cc ti liu b nh hng nhiu.

Chng chnh u tin ca mi nh pht trin c nhm

29

xem xt li.

(Added group review for high-impact documents. First program

of each developer was group reviewed.)

Kch thc nhm cao im

(PeakTeamSize) 12

Cng c c s dng

(ToolsUsed) VSS for document CM, VAJ for source code

Ngy bt u d kin

(EstimatedStart) 20 Jan 2000

Ngy kt thc d kin

(EstimatedFinish) 5 May 2000

S gi cng c lng

(EstimatedEffortHrs) 3,106

Ghi ch v c lng

(EstimationNotes)

Dng phng php im trng hp s dng

(Use case point approach was one method used for

estimation.)

Ngy bt u thc t

(ActualStart) 20 Jan 2000

Ngy kt thc thc t

(ActualFinish) 5 May 2000

Ri ro u tin

(First Risk)

S lm vic thng qua lin kt n c s d liu ca khch

hng

(Working through link on customer DB)

Ri ro th hai

(Second Risk)

Yu cu b sung

(Additional requirements)

(Third Risk) Mt mi

(Attrition)

Ri ro th ba

(RiskNotes)

Lm vic vi nhiu thay i; ng thc hin cc m rng

sau khi chp nhn sn phm ny; nhm s xy dng cc thc

(Worked in shifts; agreed to take enhancements after

acceptance of this product; team building exercises were

done.)

30

Bng 2.2 lu gi cc thng tin v n lc. i vi cc giai on khc nhau trong quy trnh

ny, n bao gm d liu v nhng n lc c dng cho cc hot ng v n lc dng

lm li cng vic (rework) sau . N lc lm li c thu thp bi v n gip ch trong

vic tnh ton v hiu v chi ph ca cht lng. Bng 2.2 cho thy cc d liu v n lc

ca d n Synergy tnh theo ngi-gi (person-hours). N lc c c lng cho cc

giai on cng c ghi nhn. (N lc tng cng c dng trong cc giai on chu k

sng l 2,950 ngi-gi, v trong vic xem xt li l 223 ngi-gi, do n lc thc t

c dng tng cng l 3,173 ngi-gi; trong khi n lc tng cng c c lng l

3,012 ngi-gi.)

Table 2.2. D liu v n lc (Effort Data)

N lc ca cc giai on (Effort by Stage)

Giai on (Stage) N lc ca cng vic (Task Effort)

N lc xem xt li (Review Effort)

c c lng (Estimated)

Requirements analysis 0 0 0

Design 414 32 367

Coding 1147 76 1182

Independent unit testing 156 74 269

Integration testing 251 30 180

Acceptance testing and

installation

183 0 175

Project management 237 8 357

Configuration management 30 3 38

Project-specific training 200 0 218

Others 332 0 226

Bng 2.3 c cha thng tin v li. C mong mun bit c khng ch khi no mt li

c pht hin m cn khi no n c tim vo (injected). Do , bn nn ghi nhn li

s lng li c tm thy cho mi kt hp: giai on tim vo (injection stage) v giai

on pht hin (detection stage) (tc l, li c tm thy trong ti liu/sn phm ca

cc giai on pht trin no v hot ng m bo cht lng no pht hin ra c

31

li ). Cc giai on pht hin li (detection stages) bao gm: xem xt li (reviews) v

kim th (testing). Trong khi , cc giai on tim li (injection stages) bao gm: yu cu

(requirements), thit k (design), v ci t m (coding). Nu bn c th tch ring ra

c cc li c pht hin ng theo tng giai on tim chng vo, khi bn

c th tnh ton c hiu qu ca vic loi b ca cc giai on pht hin li. Thng tin

ny c th hu ch cho vic xc nh cc khu vc cn c ci tin thm. Bng 2.3 cho

thy d liu v li ca d n Synergy.

Bng 2.4 cha thng tin v kch thc ca d n. Cc ngn ng khc nhau c th c

s dng trong mt d n, do , bng ny c th c nhiu mc. Nhiu n v o kch

thc khc nhau c th c s dng. Ni chung, nu kch thc c o bng LOC,

kch thc bng im chc nng (FP - Function points) cng c th c tnh bng cch

s dng cc bng chuyn i khi cn thit. Nhng thng tin ny c s dng tnh

ton nng sut (productivity) thng qua s im chc nng (FP). Bi v kch thc l mt

yu t quan trng trong vic xc nh nng sut, cc yu t khc, chng hn nh h iu

hnh v phn cng c s dng, cng c thu thp. Bng 2.4 cho thy cc gi tr ca

d n Synergy.

Bng 2.4. D liu v kch thc ca d n Synergy

Kch thc (Size)

Ngn ng lp trnh (LangCode)

H iu hnh (OSCode)

H qun tr c s d liu (DBMSCode)

Phn cng (HWCode)

n v o kch thc (MeasureCode)

Kch thc m thc t (ActualCode Size)

Java Windows PC LOC 8,082

Persistent

Builder

Windows

NT

DB2 Client MC LOC 12,185

Giai on pht hin li

Giai on tim li

Bng 2.3. D liu v li ca d n Synergy

Requirement Review

Design Review

Code Review

Unit Testing

System Testing

Acceptance Testing

Requirements 0 0 0 1 1 0

Design 14 3 1 0 0

Coding 21 48 17 6

32

2.2 BASELINE V KH NNG CA QUY TRNH (THE PROCESS CAPABILITY BASELINE)

C s d liu quy trnh (CSDLQT) cha d liu ca tng d n,baseline v kh nng ca

quy trnh cho bit mt hnh nh tc thi v kh nng (c nh lng) ca quy trnh ti

mt s im thi gian. Kh nng ca mt quy trnh (capability of a process) v bn cht l

phm vi ca cc kt qu d kin ca mt d n nu quy trnh ny c p dng [5]. Kh

nng ca mt quy trnh n nh c th c xc nh t nng lc trong qu kh ca quy

trnh. Nu cc baseline c xy dng thng xuyn, cc khuynh hng (trends) v kh

nng ca quy trnh c th c xc nh d dng y l l do quan trng cn c mt

CSDLQT.

Vn pht sinh u tin phi c gii quyt l CSDLQT nn phi cha ci g tc l

n nn cha cc cc loi "kt qu" no. CSDLQT Infosys cha hiu sut ca quy trnh

(process performance): nng sut, cht lng, thi gian hon thnh (schedule), s phn

phi (distribution) n lc v phn phi li. N xc nh cc vn sau y:

- Cht lng c giao (Delivered quality)

- Nng sut (Productivity)

- Thi gian biu (Schedule)

- S phn phi n lc (Effort distribution)

- T l tim li (Defect injection rate)

- Hiu qu ca vic loi b li xuyn sut chu k sng (In-process defect removal

efficiency)

- Chi ph cho cht lng (Cost of quality)

- S phn phi li (Defect distribution)

Nhng thng tin ny c th c s dng trong vic lp k hoch d n. V d, mt

ngi qun l d n c th s dng nng sut v kch thc c c lng c

lng n lc cho d n v c th s dng s phn phi n lc d on n lc cho cc

giai on pht trin khc nhau v thc hin phn cng nhn s. Tng t nh vy, bn

33

c th s dng t l tim li d on tng s li v c th s dng d liu v s phn

phi li d on mc li (defect levels) ca cc hot ng pht hin li khc nhau.

Hiu qu tng th ca vic loi b li hoc cht lng c th c s dng d bo s

li cn st li sau khi sn phm phn mm c giao cho khch hng v lp k hoch

cho vic bo tr.

CSDLQT cng c vai tr quan trng trong qun l quy trnh tng th ca cng ty. V d,

bn c th d dng o s ci tin quy trnh bng cch phn tch cc khuynh hng trong

CSDLQT theo thi gian. Bn cng c th ci tin vic lp k hoch cho cc sng kin ci

tin bng cch s dng thng tin v s phn phi n lc v phn phi li, t l pht sinh

li, hiu qu loi b li, v cc s o khc.

Bi v mt baseline cho thy kh nng ca mt quy trnh, bn phi to ra mt baseline

ring bit cho mi quy trnh trong cng ty. Infosys, cc quy trnh ring bit c nh

ngha cho cc d n: bo tr, ti cu trc (reengineering), v pht trin (development); do

, mt baseline ring bit c nh ngha cho mi quy trnh ny. Tuy nhin, cc quy

trnh ny th qu rng v chng ch cung cp hng dn chung chung. Nu mt loi d n

c th c thc hin thng xuyn, mt CSDLQT cho loi d n s c xy dng.

Khi , baseline s trnh by mt phm vi (range) ca kt qu d kin gn kht hn ( sai

lch thp) cho cc d n c cng loi.

CSDLQT c trnh by trong Bng 2.5 c th c s dng p dng cho cc d n

pht trin v cc d n s dng ngn ng thuc th h th ba (3GL - Third-Generation

Languages). V d, CSDLQT cho cc d n bo tr s khc i khng ch cc con s thc

t trong CSDLQT m cn thng tin c lu tr ( ph hp vi quy trnh bo tr).

Gii thch v CSDLQT ny cng khng kh. CSDLQT ni rng nng sut trung bnh l

khong 12 im chc nng (FP) cho mi thng-ngi (person-month), vi dao ng trong

khong t 4 n 31 im chc nng (FP). Cht lng trung bnh ca cc d n ny l

0.02 li trn mi im chc nng, vi dao ng trong khong t 0.00 n 0.094. CSDLQT

cng cho bit cc gi tr trung bnh v khong dao ng ca cc thng s khc, nh t l

tim li (defect injection rate) v hiu qu ca vic loi b li tng th (total defect removal

efficiency). T l tim li (defect injection rate) thng c a ra tng ng vi kch

thc cng nh n lc, v th n lc cng nh kch thc c c lng c th c

s dng c lng s li. Chi ph ca cht lng bao gm chi ph ca tt c cc hot

34

ng c th gip phng nga hoc loi b li. i vi n lc, li, cc t l tim li, v s

phn phi ca chng qua cc giai on khc nhau cng c ghi nhn.

Bng 2.5. C s d liu v kh nng ca quy trnh pht trin d n

STT Tham s (Parameter)

Cc ch (Remarks)

Baseline tng qut, cc d n pht trin (General Baseline, Development Projects)

1 Cht lng

c giao

(Delivered

Quality)

S li c giao/FP

(Delivered Defects /FP (Delivered

Defects = Acceptance Defects +

Warranty Defects))

0.000.094 Li c giao/FP

(trung bnh: 0.021)

(0.000.094 Delivered

Defects/FP (avg: 0.021))

Cht lng c din t bng n

lc

(Quality expressed in terms of

effort)

0.000.012 Li c

giao/Ngi-gi (trung bnh:

0.003)

(0.000.012 Delivered

Defects/Person-hour (avg:

0.003))

2 Nng sut

(Productivity)

i vi cc ngn ng th h th 3

(For Third-Generation Languages)

431 FP/Ngi-thng (trung

bnh: 12)

(431 FP/person-month (avg:

12))

i vi cc ngn ng th h th 3

(For Fourth-Generation

Languages)

10129 FP/Ngi-thng (trung

bnh: 50)

(10129 FP/person-month (avg:

50))

3 S bm theo

thi gian biu

(Schedule

Adherence)

81% ca d n c giao trong

khong 10% ca thi gian hon

thnh c ng

(81% of projects delivered within

10% of the agreed schedule)

35

4 N lc

(Effort)

4.1 N lc xy dng

(Build Effort)

N lc xy dng cho mt d n

trung bnh

(Build effort for a medium

program)

Nh nht-Trung bnh-Ln nht

2-4-6 ngi-ngy

(MinMeanMax

246 person days)

4.2 Phn phi n

lc

(Effort

Distribution)

Nh nht-Trung bnh-Ln nht

(MinMeanMax)

Req. Analysis + Design 11529%

Build (Code + Code review + UT) 224160%

Coding 14 33 52%

Review 1411%

Unit Testing 1514%

Integration Testing + System

Testing

1920%

Acceptance Testing & Warranty 1 823%

Project Mgmt + Config. Mgmt 11020%

Training 1714%

Others 11026%

5 Li

(Defects)

5.1 T l tim li

(Defect Injection

Rate)

T l tim li tng th trong ton

b chu k sng tnh theo kch

thc

(Overall LC defect injection rate in

terms of size)

0.021.12 Li/FP (trung bnh:

0.33)

(0.021.12 Defects/FP (avg:

0.33))

36

T l tim li tng th trong ton

b chu k sng tnh theo n lc

(Overall LC defect injection rate in

terms of size)

0.000.1516 Li/Ngi-gi

(trung bnh: 0.052)

(0.000.1516 Defects/person-

hour (avg: 0.052))

T l tim li trong giai on ci

t m

(Defect injection rate in the coding

phase (in terms of effort))

0.020.57 Li/Ngi-gi (trung

bnh: 0.155)

(0.020.57 Defects/person-hour

(avg: 0.155))

5.2 Phn phi ca

tim li

(Defect injection

distribution)

Requirements and Design Approx. 30%

Coding Approx. 70%

5.3 Hiu qu loi b

li trong sut

chu k sng

(In-process

Defect Removal

Efficiency)

Cho ton b chu k sng

(For the entire life cycle)

78100% (avg: 94%)

6 Chi ph ca cht

lng

(Cost of Quality)

(Review effort + rework effort +

test effort + training effort) as a

percentage of total effort

32%

7 Phn phi li

(Defect

Detection

Distribution)

% of Total Defects MinMean

Max

Req. Spec Review + HLD Review

+ Detail Design Review

21320%

37

Code review + Unit Testing 215383%

Integration Testing + System

Testing

32856%

Acceptance Testing 1617%

2.3 CC THNH PHN (ASSETS) CA MT QUY TRNH V H TRI THC (KNOWLEDGE SYSTEM)

Nh tho lun Chng 1, mt quy trnh ng gi kinh nghim ca mt cng ty di

hnh thc mt "cng thc nu n" thnh cng. Tuy nhin, m t quy trnh thng cha

mt trnh t cc bc cn c thc hin, xc nh nhng ngi thc hin chng, nu r

tiu chun nhp v xut cho cc bc chnh, v.v. to iu kin thun li cho vic s

dng cc quy trnh, cc hng dn (guidelines), bn lit k nhng mc cn kim tra

(checklists), v cc bn mu (templates) thng cung cp cc h tr hu ch. Tt c cc

ti liu ny c gi chung l cc thnh phn ca mt quy trnh (process assets).

Hnh 2.1. Cc thnh phn ca mt quy trnh (Process assets)

Cc hng dn (guidelines) thng cung cp cc quy tc (rules) v th tc (procedures)

thc hin mt bc. V d, mt bc trong qu trnh lp k hoch d n "c lng

n lc." thc hin bc ny, ngi qun l d n cn cc hng dn. Bn lit k

nhng mc cn kim tra (checklists) thng c hai loi: bn lit k nhng mc cn kim

38

tra cho hot ng (activity checklists) v bn lit k nhng mc cn kim tra cho vic xem

xt li (review checklists). Nh tn gi, mt bn lit k nhng mc cn kim tra cho hot

ng (activity checklist) l mt danh sch cc hot ng cu thnh mt bc ca quy

trnh. Mc ch ca bn lit k nhng mc cn kim tra cho vic xem xt li (review

checklist) l tp trung s quan tm ca nhng ngi kim tra vo cc li thng gp

kt qu u ra (output) ca quy trnh. Cc bn mu (templates) cung cp cc cu trc ca

cc ti liu m ti kt qu ca quy trnh hoc ca mt bc c th t c. Hnh 2.1

cho thy mi quan h gia quy trnh v cc thnh phn ny.

Bng 2.6. Cc hng dn (guidelines), bn lit k nhng mc cn kim tra (checklists), v bn mu (templates) c dng qun l d n

Hng dn (Guidelines) Bn lit k nhng mc cn kim tra (Checklists)

Bn mu (Templates/Forms)

Hng dn c lng n

lc v thi gian hon thnh

(Effort and schedule

estimation guidelines)

Bn lit k nhng mc cn kim tra

cho phn tch yu cu

(Requirements analysis checklist)

Ti liu c t yu cu

(Requirements

specification document)

Th tc xem xt li theo

nhm

(Group review procedure)


lp k hoch kim th n v v kim

th h thng

(Unit test and system test plan

checklists)

Ti liu k hoch kim th

n v

(Unit test plan document)

Hng dn iu chnh quy

trnh

(Process tailoring

guidelines)


cho qun l cu hnh

(Configuration management checklist)

Ti liu k hoch kim th

chp nhn

(Acceptance test plan

document)

Hng dn c lng v

gim st li

(Defect estimation and

monitoring guidelines)


cho bo co tnh trng (trng thi)

(Status report checklist)

K hoch qun l d n

(Project management plan)

Cc hng dn o v phn

tch d liu

(Guidelines for

measurements and data


cho xem xt li yu cu

(Requirement review checklist)

K hoch qun l cu hnh

(Configuration

management plan)

39

analysis)

Cc hng dn qun l ri

ro

(Risk management

guidelines)


cho xem xt li thit k chc nng

(Functional design review checklist)

Bo co phn tch s liu

c o

(Metrics analysis report)

Cc hng dn d theo

yu cu

(Guidelines for requirement

traceability)


cho xem xt li k hoch d n

(Project plan review checklist)

Bo co tnh trng (trng

thi) ti ct mc

(Milestone status report)

Cc hng dn ngn chn

li

(Defect prevention

guidelines)


cho xem xt li m C++

(Code review checklist for C++)

Bo co phn tch ngn

chn li

(Defect prevention analysis

report)

Mc ch chnh ca cc thnh phn ny l gip s dng cc quy trnh d dng hn

bng cch tit kim n lc (chi ph), t nng cao nng sut. V d, s dng mt bn

mu (template) c sn s gip to ra mt ti liu s d dng v t tn thi gian hn so vi

vic phi to ra n t u. Nhng thnh phn ny cng gip ci thin cht lng ca d

n bng cch cung cp cc hng dn ph hp; cc bn lit k nhng mc cn kim tra

cho hot ng gip gim thiu s lng cc li c tim vo thm; v vic h tr cho

vic xem xt li s gip sm pht hin li.

Tm li, t c nhiu li ch t tip cn dng quy trnh thc hin d n, nhng

vic quan trng cn phi lm l to v s dng cc thnh phn ca quy trnh. Infosys,

tt c cc hng dn, bn lit k nhng mc cn kim tra, v cc bn mu c sn trc

tuyn v c cp nht thng xuyn. Bng 2.6 cho thy mt bn mu ca cc ti liu

lin quan n qun l d n.

Ngoi nhng thnh phn chung ny (l mt phn ca h thng qun l cht lng

Infosys), ngi qun l d n c th mun s dng li mt s kt qu u ra ca mt d

n tng t ( vi kha cnh) trong qu kh. Ti s dng cc i tng (artifacts) c

sn s gip tit kim cng sc v tng nng sut. thc y mc tiu ny, cc thnh

phn ca quy trnh ca cc d n cn c thu thp khi d n chm dt. Cc thnh phn

40

c thu thp v c c cung cp cho vic ti s dng thng qua mt h thng ring

bit, bao gm:

- K hoch qun l d n

- K hoch qun l cu hnh

- Thi gian biu (schedule)

- Cc chun, bn lit k nhng mc cn kim tra, hng dn, bn mu, v cc h

tr khc

- Cc cng c c pht trin v cc ghi ch lin quan

- Ti liu tp hun

- Cc ti liu khc c th c ti s dng bi cc d n trong tng lai

Mc d cc thnh phn ca quy trnh c gng ng gi kinh nghim thng qua cc bn lit

k nhng mc cn kim tra, bn mu, v.v., nhng chng khng th lun lun ghi nhn

c ht cc hnh thc a dng ca kin thc c th t c trong vic thc hin d n.

Vic ghi nhn v ti s dng cc hnh thc khc nhau ca kin thc i hi phi qun l

kin thc ng cch thc y l iu rt quan trng trong cc cng ty da trn tri thc

(knowledge-based organizations) nh: cc nh cung cp gii php (solution providers) v

cc cng ty t vn (consulting companies). Nhiu cng ty pht trin cc h thng

dng li mt cch hiu qu kinh nghim v kin thc nhn vin ca h. Infosys, bn

cnh c s d liu quy trnh v cc thnh phn ca quy trnh cn c mt h thng c

gi l khung ca kin thc (BOK - body of knowledge) c s dng ng gi kinh

nghim.

H thng BOK dng Web c tin ch tm kim theo kha ring hoc theo tn tc gi. Kin

thc trong BOK, m ch yu l trong cc bi vit (articles), c t chc theo cc ch .

Cc ch chnh bao gm:

- My tnh v cc dch v truyn thng (Computer and communication services)

- c t yu cu (Requirements specification)

- Xy dng (Build)

41

- Cc cng c (Tools)

- Cc phng php v k thut (Methodologies and techniques)

- Gio dc v nghin cu (Education and research)

- Thit k (Design)

- Xem xt li, thanh tra, v kim th (Reviews, inspection, and testing)

- m bo cht lng v nng sut (Quality assurance and productivity)

- Qun l d n (Project management)

H thng BOK ng cc bi vit lin quan n nhng bi hc kinh nghim v thc hnh

tt nht. Cc mc th kh tng qut v khng gn st vi mt d n c th. S dng mt

bn mu (template) c xy dng cho mc ch ny, bt k thnh vin no ca cng

ty cng c th gi mt mc a vo BOK. Mi by vit trc khi c ng phi tri

qua qu trnh xem xt li (review), trong tp trung vo tnh hu dng, tnh tng qut,

c thay i nu cn thit, v cc c im khc. Vic kim sot qu trnh bin tp lun

c duy tr m bo rng cc mc p ng c cc tiu chun cht lng. Cc h

tr v ti chnh c thc hin ng vin cc nhn vin gi thng tin n BOK, v

cc b phn qun l BOK tch cc theo ui cc bi vit mi.

2.4 TM TT

Ngi qun l d n c th lp k hoch d n tt hn nu s dng li kinh nghim t

cc d n trong qu kh. C s h tng lp k hoch cho d n c th gip thu thp

d liu v cc bi hc mt cch hiu qu, v cng gip nhng ngi qun l d n c th

s dng li chng. Cc phn t chnh ca c s h tng lp k hoch ti Infosys l c

s d liu quy trnh, baseline v kh nng ca quy trnh (kh nng c s ca quy trnh),

v cc thnh phn ca quy trnh. Nhng phn t ny c cc c im chnh sau y:

- Mt CSDLQT cha cc d liu hiu sut ca cc d n hon thnh. N cha

d liu v ri ro, n lc v s phn phi n lc, li v s phn phi li, kch thc,

v cc c trng khc ca d n.

42

- Baseline v kh nng ca quy trnh tm tt hiu sut quy trnh trong sut thi gian

thc hin cc d n, t xc nh phm vi ca cc kt qu d kin nu cc quy

trnh ny c p dng. N bao gm cc s o nh cht lng, nng sut, hiu

qu loi b li, v s phn phi li v n lc.

- Cc thnh phn ca quy trnh l cc ti liu (documents) nh cc bn lit k

nhng mc cn kim tra (checklists), cc bn mu (templates), cc phng php

(methodologies), v cc hng dn (guidelines). Chng gip nng cao nng sut

bng cch gim n lc cn thit thc hin mt s cng vic, v chng nng cao

cht lng bng cch sm pht hin v gim li.

Nu nhng phn t ny cha c trong cng ty, nhng ngi qun l d n c th xy

dng cc hnh thc gii hn (limited forms) ca mt vi trong s cc phn t ny. Vi

ngi qun l d n cng nhau thu thp kinh nghim ca h c th xy dng mt

CSDLQT gii hn (limited process database). Vn pht sinh y l thc hin phn

tch cc d n kt thc (c tho lun trong Chng 12). Khi bn to c mt

CSDLQT gii hn, bn cng c th trch lc ra mt s kha cnh ca CSDLQT. Vic xy

dng mt tp hp cc thnh phn ca quy trnh thm ch cn d dng hn; bn ch n

gin l thu thp cc bn mu, bn lit k nhng mc cn kim tra, v cc ti liu tng t

khc c s dng trong d n. Sau , bn nn xem xt li, tinh chnh li v lm cho

chng sn sng c dng.

Nhng phn t v c s h tng ny khng trc tip p ng cc yu cu ca cc KPAs

c lin quan n qun l d n ca CMM. Tuy nhin, chng cn thit p ng nhiu

KPAs c lin quan n qun l CMM mc 3 v 4. Cc h thng c tho lun trong

chng ny cng p ng cc yu cu ca mt s KPAs khc ca CMM. V d, s tn ti

ca mt c s d liu quy trnh, c cn cho CMM mc 3, qun l cc thnh phn

ca quy trnh. Baseline v kh nng ca quy trnh (process capability baseline) th cn

thit cho c hai KPAs CMM mc 4.

43

2.5 CC THAM KHO

1. P. Jalote. Use of Metrics in High Maturity Organizations, SEPG2K Conference, Seattle,

2000.

2. W. Humphrey. Managing the Software Process. Addison-Wesley, 1989.

3. C. Jones. Applied Software Measurement: Assuring Productivity and Quality, second

edition. McGraw Hill, 1996.

4. R. Grady and D. Caswell. Software Metrics: Establishing a Company-wide Program.

Prentice Hall, 1987.

5. Carnegie Mellon/Software Engineering Institute. The Capability Maturity Model:

Guidelines for Improving the Software Process. Addison-Wesley, 1995.

44

Chng 3. Lp k hoch cho quy trnh

Ravi, ging nh nhiu ngi qun l d n, nghin cu m hnh thc nc (waterdall

model) ca pht trin phn mm nh quy trnh vng i phn mm (software life-cycle

process) chnh. ng lm tt c cc thit lp cn thit s dng n cho d n sp ti

(nhim v u tin c phn cng cho ng ta). Tuy nhin, Ravi thy rng m hnh thc

nc khng th c s dng bi v khch hng mun phn mm c gi giao theo

tng giai on, iu ny c ngha l h thng s c chuyn giao theo tng phn ch

khng phi giao ton b.

Tnh hnh trong nhiu d n khc cng tng t nh vy. Th gii thc him khi xut

hin mt vn m mt quy trnh chun, hoc mt quy trnh c s dng trong mt

d n trc , c th c s dng li cho n mt cch tt nht. t c s ph

hp nht, quy trnh hin ti phi c thay i cho ph hp vi vn mi.

Chng ny m t quy trnh pht trin (development process) Infosys v thay i quy

trnh (process tailoring). Mt quy trnh pht trin, ngay c sau khi b thay i, thng

khng th qun l cc yu cu thay i (change requests). p ng cc yu cu thay

i m khng lm mt kim sot d n, bn phi b sung vo quy trnh pht trin mt quy

trnh qun l thay i yu cu (requirement change management process). Chng ny

cng m t quy trnh qun l thay i yu cu ti Infosys.

3.1 QUY TRNH PHT TRIN INFOSYS

Trong qu trnh lp k hoch cho d n, ngi qun l d n phi quyt nh quy trnh

no c s dng pht trin phn mm. y l vn rt quan trng bi v phn ln

cc hot ng pht trin s b chi phi bi quyt nh ny. N ging nh khi bn ang xe

trong mt hnh trnh - cc tuyn ng c hoch nh trc s xc nh hng i

m bn s tip tc li xe i theo.

C vi m hnh quy trnh pht trin phn mm ang tn ti. Nhng m hnh ph bin

nht bao gm: m hnh thc nc (waterfall model) [1], tng trng theo vng lp

(iterative enhancement) [2], to mu (prototyping) [3], v xon c (spiral) [4]. Trong , m

hnh thc nc c s dng rng ri nht, n t chc cc giai on theo mt trnh t

45

tuyn tnh, mc d hu ht cc ci t (implementations) ca m hnh ny thng c

iu chnh gim thiu cc thiu st ca n.

mc v m, mt quy trnh chun (standard process) c th t chc mt cch ti u

cc giai on cho mt lp (loi) cc d n v lm im khi u tt nh ngha cc quy

trnh mi. Tuy nhin, mt quy trnh chun khng th ph hp cho tt c cc tnh hung;

quy trnh tt nht c th l mt bin th ca mt quy trnh chun. Do , quyt nh s

dng quy trnh no, ngi qun l d n phi chn mt quy trnh c s (base process) v

sau quyt nh n phi c thay i nh th no cho ph hp vi mt d n c th.

Phn cn li ca phn ny tho lun v quy trnh pht trin chun c s dng ti

Infosys v gii thch n c thay i nh th no bi nhng ngi qun l d n.

3.1.1 Quy trnh chun (Standard process)

Quy trnh pht trin chun (standard development process) c s dng ti Infosys

tng t nh m hnh thc nc, mc d cc giai on truyn thng b phn chia

thnh cc giai on nh hn, cho php thc hin song song vi giai on. V d, lp

k hoch kim th h thng (system testing) c thc hin nh mt giai on ring

bit, y l cch cho php cc nhm d n c th lp k hoch thc hin giai on

kim th song song vi giai on ci t m (coding), mc d theo truyn thng vic kim

th h thng ch din ra sau khi ci t m xong.

Cc giai on trong quy trnh bao gm: phn tch yu cu (requirements analysis), thit k

mc cao (high-level design), thit k chi tit (detailed design), xy dng (build), kim th

n v (unit testing), lp k hoch tch hp (integration planning), tch hp (integration), lp

k hoch kim th h thng (system test planning), kim th h thng (system testing),

lp ti liu (documentation), chp nhn (acceptance) v ci t (installation), v h tr bo

hnh (warranty support). Hnh 3.1 m t cc giai on v s ph thuc gia chng. Thng

tin chi tit v cc giai on khng c m t y (M t chi tit c cho trong [5]).

46

Hnh 3.1. Quy trnh pht trin Infosys

M t hnh thc (formal description) ca quy trnh ny xc nh c th tiu chun nhp,

xut (entry and exit criteria), u vo v u ra (inputs and outputs), nhng ngi tham

gia (participants), cc hot ng (activities), v cc thng tin khc cho tng giai on

(stage). Cc m t quy trnh th thng ngn gn, xc nh danh sch cc hot ng

c thc hin trong giai on .

Quy trnh tng th vn gi nguyn ngay c khi p dng cho mt d n dng tip cn

hng i tng, d cho c mt s cc giai on c thc hin khc i trong d n nh

vy. S khc bit nm ch yu trong giai on phn tch v thit k, mc d cc hng

dn v cc chun ca cc giai on sau cng khc i.

Quy trnh c s ny cng c s dng cho cc d n pht trin theo vng lp (iterative

development) hoc to mu (prototyping) hoc ch thc hin mt s giai on ca chu k

sng. Trong nhng trng hp ny, quy trnh chun ny s c iu chnh cho ph hp

vi d n.

3.1.2 iu chnh quy trnh (process tailoring)

Khng quy trnh no c nh ngha trc - d l mt quy trnh chun hoc quy trnh

c s dng trong mt d n trc - s c p dng tt cho tt c cc tnh

47

hung v tt c cc d n. Mt quy trnh c sn phi c iu chnh li cho ph hp vi

cc nhu cu ca d n hin ti.

Vic iu chnh (tailoring) mt quy trnh ( c nh ngha trc y) l c c mt

quy trnh mi ph hp cho mt cng ty c th hoc cc nhu cu k thut ring ca mt d

n [5][6]. Bn c th xem vic iu chnh nh l thm, xa, hoc sa i cc hot ng

ca mt quy trnh m quy kt qu ph hp hn t c cc mc tiu ca d n.

cho php ti s dng (reuse) mt cch hiu qu cc quy trnh c nh ngha

trc , cc hng dn v cch iu chnh (tailoring guidelines) s c cung cp. Cc

hng dn ny xc nh cc iu kin v cc loi thay i phi c thc hin ln quy

trnh chun. V bn cht, chng xc nh mt tp hp cc chnh lch c php

(permitted deviations) so vi quy trnh chun vi hy vng rng mt quy trnh ti u mi c

th c nh ngha cho d n. Hnh 3.2 minh ha vai tr ca cc hng dn v cch

iu chnh.

Hnh 3.2. iu chnh quy trnh

minh ha v nhu cu iu chnh, chng ta hy ly mt hot ng trong giai on xy

dng ca quy trnh pht trin thc hiu xem xt li m (Do code review). Xem xt li m

c th mang li nhiu gi tr trong nhiu trng hp, nhng i khi gi tr thu c t n

li khng tng xng vi n lc (chi ph) phi b ra. Ngoi ra, xem xt li c th c

thc hin bi mt nhm (thc hin theo cc th tc xem xt li ca nhm) hoc bi mt

ngi duy nht. Quy trnh pht trin chun khng ch ra vic xem xt li m nn c

thc hin nh th no. Cc hng dn v cch iu chnh c th gip ngi qun l d

n bng cch t vn rng hot ng xem xt li m ch c thc hin cho mt s loi

48

chng trnh c th (chng hn nh cc chng trnh phc tp hoc cc giao din bn

ngoi/external interfaces) v bng cch ngh mt hnh thc ti u cho hot ng xem

xt li (nhm xem xt li hoc ch mt ngi xem xt li).

Phng php iu chnh Infosys th tng t nh phng php dng bng ca

Ginsberg v Quinn [7], ngi qun l d n xc nh c th cc phn t ca quy

trnh, thuc tnh s c iu chnh, cc ty chn cho mi thuc tnh, v cc l do la

chn mt ty chn c th. Mt ngi qun l d n thc hin iu chnh hai cp : tm

tt v chi tit.

iu chnh cp tm tt (Summary-Level Tailoring)

Trong iu chnh cp tm tt, ty thuc vo cc c trng ca d n (project

characteristics), ngi qun l d n s p dng cc hng dn iu chnh quy trnh

chun. Ngha l, n cung cp mt s quy tc chung lin quan n mt s loi hot ng

chi tit. thc hin bc ny, ngi qun l d n u tin xc nh mt s c trng

ca d n. i vi cc d n pht trin (development projects), nhng c trng sau y

s c s dng iu chnh:

- Mc kinh nghim v k nng ca nhm v ngi qun l d n

- Kch thc nhm lc cao im (Peak team size)

- S r rng ca yu cu (requirements)

- Thi gian thc hin d n

- Mc quan trng ca ng dng (application criticality)

Mc kinh nghim ca nhm c xem l cao nu phn ln cc thnh vin trong nhm

c nhiu hn hai nm kinh nghim lm vic vi cng ngh ang c trin khai trong d

n mi; nu khng, n c coi l thp. Mc quan trng ca ng dng c xem l

cao nu tc ng ca ng dng ln kinh doanh ca khch hng hoc kinh doanh ca

Infosys l ln; nu khng, n l thp. Thi gian thc hin d n c xem l c bit

ngn nu d n phi c giao trong vng ba thng.

49

Cc hng dn thc hin iu chnh cp tm tt (summary tailoring guidelines)

c cung cp cho cc gi tr khc nhau ca nhng c trng ny. Cc hng dn tm

tt thng c lin quan n xem xt li (review-related), lin quan n n lc (effort-

related), lin quan n thi gian biu (schedule-related), lin quan n nhn s

(resources-related), hoc lin quan n hnh thc (formality-related). Cc hng dn lin

quan n xem xt li xc nh khi no xem xt li nn c thc hin v kiu xem xt li

no nn c thc hin. Tng t nh vy, cc hng dn lin quan n n lc cho bit

cc bc thc hin d n c th nh hng n n lc (chi ph). Nhng hng dn

chung ny thit lp bi cnh iu chnh quy trnh mt cch chi tit v nh ngha mt

quy trnh mi thch hp cho d n.

iu chnh cp chi tit (Detailed Tailoring)

iu chnh cp chi tit bao gm vic thc hin cc hot ng, xem xt li chng, v

lp ti liu cho chng. Cc hng dn cch iu chnh c th xc nh mt hot ng nh

ty chn, trong trng hp ngi qun l d n c th quyt nh c cn thc hin mt

hot ng no khng. Tng t nh vy, chun b mt s ti liu c th l mt ty

chn, trong trng hp ngi qun l d n quyt nh xem d n c cn c lp ti

liu khng. i vi vic xem xt li, cc ty chn thng gp l: Thc hiu xem xt li bi

nhm (Do group review), Thc hiu xem xt li bi mt ngi (Do one-person review),

hoc Khng xem xt li (Do not review). Ngoi ra, ngi qun l d n c th thm mt

s hot ng mi hoc c th lp li mt s hot ng.

Khi vic iu chnh chi tit hon tt, mt trnh t cc hot ng s c thc hin trong

quy trnh ca d n s c nh ngha. Nhng nh ngha ny sau c s dng

lp k hoch v xp thi gian hon thnh cc hot ng v hnh thnh c s ca thc

hin d n. Vic iu chnh c nhn mnh trong k hoch d n, v vy vic nh ngha

hoc iu chnh quy trnh cng c xem xt li khi xem xt li k hoch.

3.1.3 V d: iu chnh cho cc d n c thi gian thc hin ngn (short-duration projects)

Chng ti s minh ha cc khi nim bng cch trnh by cch iu chnh cp tm

tt cho cc d n c thi gian thc hin ngn. Infosys quan st thy rng thi gian thc

hin cc d n phn mm ang gim trong nhng nm qua, v c nhu cu gia tng s

50

lng cc d n c thi gian thc hin rt ngn. R rng, nhng d n nh th cn cc

quy trnh c iu chnh ti a ha s cng vic c thc hin song song, cng nh

gim st v kim sot d n mt cch rt cht ch. Vic iu chnh quy trnh ph thuc

vo s r rng ca yu cu, mc kinh nghim ca nhm hoc ngi lnh o d n,

kch thc nhm, v.v. Bng 3.1 cho thy cc hng dn cch iu chnh c chun

b trc bi nhng ngi qun l d n ca cc d n nh vy.

Bi v thi gian hon thnh ngn l c trng chnh, cc hng dn lin quan n thi

gian biu ngh s dng mt k thut c gi l timeboxing (chia hp thi gian) v

mini-milestones (cc s kin/ct mc nh). Trong timeboxing, cc chu k thi gian ko di

vi tun c ln k hoch, v mt h thng vn hnh c (sn phm phn mm) c

giao cho khch hng sau mi chu k ny. lun lun kim sot cht ch cc timebox,

nhiu ct mc nh (mini-milestones) trong tng chu k c thit lp. Ti cc ct mc

nh (mini-milestones), nhm v ngi qun l d n cng nhau phn tch cc vn pht

sinh quan trng (xem Chng 11).

Ngi qun l d n ngi phi thc hin mt d n trong thi gian ngn - c th s

dng cc hng dn iu chnh quy trnh pht trin. V d, ngi qun l d n c th

lp k hoch lp i lp li vic giao sn phm sau cc vng lp ngn, thc hin phn

tch cc vn pht sinh ti cc ct mc (milestone) nhng din ra thng xuyn hn,

xc nh mt quy trnh qun l cc thay i bng cch tr hon cc yu cu thay i

nhiu nht sang vng lp k tip (tc l s pht trin chng vng lp k tip), v.v. Ngoi

ra, trong khi thc hin iu chnh to ra mt quy trnh mi, ngi qun l d n c th

gim s ti liu cho mi chu k, v d, gim phm vi (scope) ca cc bn mu (templates)

- c s dng bo co tnh trng.

Cc hng dn tm tt (summary guidelines) c trnh by trong Bng 3.1 cho d n c

thi gian t hn ba thng, kch thc nhm lc cao im c nm ngi, ang lm vic vi

cng ngh mi, v c mt ngi lnh o d n c nhiu kinh nghim. Trong sut qu

trnh iu chnh chi tit, ngi qun l d n la chn cc ty chn da trn nhng

hng dn tm tt v ph hp vi d n. Tuy nhin, nu cc hng dn ny khng

cho php bn chn la mt quy trnh thch hp cho d n, bn c th phi thay i quy

trnh vt ra ngoi nhng g c cho php bi cc hng dn ny. lch nh vy

c th lm xut hin cc ri ro tim n v do cn c nh du (highlighted) trong k

hoch qun l d n, s c xem xt v ph duyt.

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Bng 3.1. Cc hng dn iu chnh cho cc d n c thi gian thc hin ngn

Cc gi tr (Values) Cc hng dn tm tt (Summary Guidelines)

Ti sao?

Kch thc ca nhm

>= 5, thi gian

(duration)

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(estimation guidelines).

- Lm cc c lng tnh: lc

quan (optimistic), bi quan

(pessimistic), v c th xy ra

(probable).

Gip gim ri ro lin quan n c

lng/d ton khng chnh xc v

cam kt "nhanh chng" (cu th).

- Sa i (revise) v m phn

li (renegotiate) c lng

vo cui ca giai on thit

(design stage).

Lin quan n vic s dng nhn s (Resource allocation-related)

- Phn cng nhn s c tay

ngh cao (skilled) cho cc

nhim v.

- Nhn tr gip ca chuyn gia

(expert) v cc vn lin

quan n hiu sut

(performance- related issues).

Nng sut s c ci thin.

Ri ro lin quan n thi gian biu

gim.

Lm li (rework) v chm tr

(delays) do iu chnh hiu sut

c gim thiu.

Lin quan n hnh thc (formality-related)

- Xc nh tt c cc bn lin

quan (stakeholders) ca d

n, mc tiu ca h

(objectives), v xp u tin

h (ai l ngi quan trng

hn).

Gip tp trung vo cc mc tiu r

rng hn.

Gim ri ro lin quan n thi gian

biu bi v cc yu t thnh cng

quan trng c xc nh, c

ng v c gii quyt.

- Thng xuyn bo co tnh

trng ca cc hot ng gim

Ri ro lin quan n thi gian biu

c gim bi v ca cc hot ng

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thiu ri ro (risk mitigation

activities) n ngi qun l

cp cao (senior management).

gim thiu ri ro c thc hin mt

cch ch ng.

- Xc nh quy trnh qun l cc

thay i yu cu v o to

nhm v nghim chnh thc

hin theo n.

Gim thiu tc ng ca thay i

yu cu ln tin d n.

3.2 QUN L THAY I YU CU

Nhng thay i yu cu c th n bt c lc no trong sut chu k sng ca ca mt d

n (hoc thm ch sau ). Vic thay i yu cu din ra trong sut chu k sng c th tc

ng xu n d n. Thay v mong mun rng cc thay i s khng xy ra hoc hy vng

rng bng cch no cc yu cu ban u s l "rt tt" m khng c thay i no s

c lm, gii php tt hn c l l chun b x l cc thay i yu cu khi chng xy

ra. Cc thay i khng kim sot c c th c nh hng xu n chi ph (cost), tin

(schedule) v cht lng (quality) ca d n. Thay i yu cu c th chim ti 40% tng

s chi ph [8].

Ravi nhn ra s cn thit c mt quy trnh qun l thay i (change management

process). Trong mt n lc lm hi lng khch hng, ng sn sng ng lm

nhng thay i theo yu cu ca khch hng. V khng c kim sot cc thay i yu cu,

d n ko di thi gian thc hin. Cui cng, sau nhiu tun, cc thnh vin ca nhm

phi lm vic 60-gi/tun, nhm s dng s n lc nhiu hn 100% so vi c lng

ban u, Ravi hon thnh d n. Nhng iu ti t hn l ch: ng thy rng khch

hng vn khng hi lng bi v trc ng ngh rng nhng thay i s lm cho sn

phm tt hn.

Trong mt d n khc, Mary, mt ngi qun l d n dy dn kinh nghim, ghi li

tng thay i yu cu m khch hng ca c ta c thc hin qua in thoi hoc e-

mail v thng bo cho khch hng v tc ng ca cc thay i ny n n lc (chi ph)

v tin . Khng ch tn s yu cu thay i gim theo thi gian, m khch hng cng

chuyn nhiu yu cu thay i sang ln giao sn phm tip theo (next release). Kt qu

54

cui cng? D n c hon thnh trong thi gian d kin, v khch hng hi lng khi

tr thm tin cho phn n lc b sung/chi ph b sung (extra effort) thc hin (ci t)

cc pht sinh trong vic thc hin (ci t) cc yu cu thay i.

Phn ny tho lun v quy trnh qun l cc thay i yu cu (requirement change

management process) c s dng ti Infosys. Quy trnh ny xc nh tp hp cc

hot ng s c thc hin khi c yu cu mi hoc thay i ln yu cu hin c (chng

ti s gi chung l: nhng thay i trong yu cu). Vi kinh nghim ca nhng ngi

qun l d n nh Ravi v Mary, quy trnh qun l thay i thng c s dng bi

nhng ngi qun l d n v xc nh n nh l mt phn ca k hoch qun l d n,

c s dng chnh yu nh l phng tin lm sng t cc nh hng ca thay i

n khch hng.

3.2.1 Quy trnh qun l thay i (Change Management Process)

Trong qu trnh lp k hoch cho d n, ngi qun l d n s quyt nh quy trnh no

s c s dng x l yu cu thay i. Quy trnh c hoch nh s c tho lun

vi khch hng cho c khch hng v nh cung cp c mt tha thun v vic lm th

no qun l cc thay i. Ni chung, quy trnh xc nh cc yu cu thay i s c

thc hin nh th no, khi no chp thun chnh thc xy ra, v.v. Khi c mt yu cu cho

mt s thay i yu cu, quy trnh qun l cc thay i yu cu phi c thc thi.

Bi v yu cu thay i c tc ng n chi ph, nn cn thit c mt tha thun r

rng v thanh ton. Thng xuyn, vi s chp thun ca khch hng, ngi qun l d

n xy dng mt vng m (buffer) cho phn n lc/chi ph c c lng b sung

thc hin cc yu cu thay i (thng chim mt t l phn trm (%) nh ca tng n

lc (chi ph) ca d n). Mt d liu ngn sch nh vy gip lm n gin ha cc kha

cnh hnh chnh ca vic thc hin cc yu cu thay i c ph duyt.

Quy trnh qun l cc thay i Infosys c cc bc sau.

1. Ghi nhn cc thay i (Log the changes)

2. Phn tch tc ng ln cc sn phm cng vic (work products).

3. c lng n lc cn thit cho cc yu cu thay i.

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4. c lng li thi gian giao hng.

5. Thc hin phn tch tc ng ln chi ph tch ly (cumulative cost impact analysis).

6. Xem xt li cc tc ng vi ngi qun l cp cao nu cc qu ngng b vt

qua.

7. c khch hng k (sign-off).

8. Lm li (rework) cc sn phm cng vic.

Bn lu gi mt nht k (bn ghi) theo di cc yu cu thay i. Mi mc trong nht k

cha mt s yu cu thay i, m t ngn gn v

Quan Ly Du an PM Trong Thuc Tien

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