Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing.

Study of Study of ISO 9001:2000 Quality Management System,ISO 9001:2000 Quality Management System,Total Quality Management, CMMTotal Quality Management, CMM

Investigation of Quality Management System in Investigation of Quality Management System in Software Companies Software Companies and Establishing a Quality Management Systemand Establishing a Quality Management System

Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMMInvestigation of Quality Management System in Software Companies and Establishing a Quality Management System

Project Presentation StructureProject Presentation Structure Study of Quality, ISO QMS,TQM, Six

Sigma, CMM Research Methods, Survey Questions for organizations,

Developers & Managers Discussion of results from the Field

Study Course of Action for Quality

Implementation at ESPL Evaluation and Further Work


Reasons for Choosing to doa Project on Quality Management?

Project ObjectivesTo gain a better understanding of the work being done in the field of software industry with regard to quality assurance and process improvement. To assess the acceptance of QMS in software companies.


Philip B Crosby’s 4 Absolutes of Quality

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Definition of Quality: Conformance to Requirements

System of Quality: Prevention

Performance Standard of Quality : Zero Defects

Cost of Quality: Price of Non Conformance to Requirements ---------------------------------------------------------------------“Quality is Free” - Philip B. Crsoby


The Dimensions of Quality

Quality lies in eyes of beholder !!!!! Is quality subjective or objective????


Quality Depends on……..

A Rupees Two Plastic Pen may be Qualitatively more Sound than a Gold Nib Parker Pen !!!!!!

Quality, simplistically, means that a product should meet its specification. “Delighting the customer by fully meeting their needs and expectations”. The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs.

Quality management is a method for ensuring that all the activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance.


Understanding Process


Quality Through Process Improvement / Inspection ?


Quality Management PrinciplesQuality Management Principles


Quality Management Systems - QMSQuality Management Systems - QMS

Quality Management Systems (QMS) is a collective term for methods and techniques developed to ensure the quality of products and processes in a company. It's usually represented as a formal set of process descriptions and routines that the company wants their employees to follow.


QMS RequirementsQMS Requirements

Identify the processes needed for the quality management system and their application throughout the organization.

Determine the sequence and interaction of these processes.

Determine criteria and methods needed to ensure that both the operation and control of these processes are effective.

Ensure the availability of resources and information necessary to support the operation and monitoring of these processes.

Monitor, measure and analyze these processes and Implement actions necessary to achieve planned

results and continual improvement of these processes.


Quality starts with market research – to establish the true requirements for the product or service and the true needs of the customers. However, for an organisation to be really effective, quality must span all functions, all people, all departments and all activities and be a common language for improvement. The cooperation of everyone at every interface is necessary to achieve a total quality

organisation. The quality of a (software) system is largely governed by

the quality of the process used to develop and maintain it.

Process Management

Define processDevelopproduct

Assess productquality

Standardiseprocess

Improveprocess

QualityOK

No Yes


Quality and the IS0 9000 SeriesQuality and the IS0 9000 Series

The ISO 9000 is a series of standards for ensuring that all the specified requirements given by a customer is delivered. It consists of a range of standards that apply to all kinds of organizations in all areas.

They give guidelines and requirements for implementing a Quality Management System in the organizations. ISO9001:2000 gives the requirements, while ISO 9000 and ISO 9004 describes guidelines for how to implement the requirements.


What Makes What Makes YouYou Better? Better?

Why are you a better programmer than a first-year student?


Some Answers...Some Answers...

More training Know how to use tools Have seen some problems before Know how things fit together

Familiar with language Object, semaphore, recursion, etc

Better process!


Examples of Better ProcessesExamples of Better Processes

Incremental coding Code a little, test a little Compare to writing entire program and

testing

Error prevention versus debugging Cheaper and easier to prevent than to

find bugs


What Makes Organizations Better?What Makes Organizations Better?

Why are some organizations better than others? Deliver software on time Deliver with high quality and few defects

Do some of the same things for a personal level scale up to organizations?

Assume two groups are doing same project, why would one be better than another?


Some Answers...Some Answers...

Great people Smart management Better tools Good processes, standards and

policies that all team members know and follow


What is the Point of Processes?What is the Point of Processes?

Basically, so we don’t reinvent the wheel!

Learn from mistakes Never make the same mistake twice!

Incorporate best practices Something works better than another

Routinization of standard tasks Do it right once and then reuse it

Predictability


Process Quality AttributesProcess Quality Attributes Process

characteristic Description

Understandability To what extent is the process explicitly defined and how easy is it to understand the process definition?

Visibility Do the process activities culminate in clear results so that the progress of the process is externally visible?

Supportability To what extent can the process activities be supported by CASE tools?

Acceptability Is the defined process acceptable to and usable by the engineers responsible for producing the software product?

Reliability Is the process designed in such a way that process errors are avoided or trapped before they result in product errors?

Robustness Can the process continue in spite of unexpected problems?

Maintainability Can the process evolve to reflect changing organisational requirements or identified process improvements?

Rapidity How fast can the process of delivering a system from a given specification be completed?


21 clauses of the ISO 9001:200021 clauses of the ISO 9001:2000

1. Quality Management Process 2.Resource Management Process 3. Regulatory Research Process 4. Market Research Process 5. Product Design Process 6. Purchasing Process 7. Production Process 8. Service Provision Process 9. Product Protection Process 10. Customer Needs Assessment Process 11. Customer Communications Process 12. Internal Communications Process 13. Document Control Process 14. Record Keeping Process 15. Planning Process 16. Training Process 17. Internal Audit Process 18. Management Review Process 19. Monitoring and Measuring Process 20. Nonconformance Management Process 21. Continual Improvement Process


Total Quality Management(TQM)Total Quality Management(TQM) The core of TQM is the customer-supplier interfaces, both externally and internally, and at each interface lie a number of processes. This core must be surrounded by commitment to quality, communication of the quality message, and recognition of the

need to change the culture of the organisation to create total quality. These are the foundations of TQM, and they are supported by the key management functions of people, processes and systems in the organisation. TQM is a set of systematic activities carried out by the entire organization to effectively and efficiently achieve company objectives so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price.

TQM is a management strategy aimed at embedding awareness ofquality in all organizational processes. TQM is composed of three paradigms:Total: Organization wide Quality: Conformance to Specifications Management: The system of managing with steps like Plan, Organize, Control, Lead.


Stages of TQMStages of TQM


Sigma is a measure of goodness: the capability of a process to produce perfect work.

A “defect” is any mistake that results in customer dissatisfaction.

Sigma indicates how often defects are likely to occur.

The higher the sigma level, the lower the defect rate.

The lower the defect rate, the higher the quality.

Six Sigma


ISO 9001:2000 QMSISO 9001:2000 QMS

An international set of standards for quality management.

ISO 9001 is applicable to organisations which design, develop and maintain products or provide any form of services.It provides a number of requirements which an organization needs to fulfill if it is to achieve customer satisfaction through consistent products and services which meet customer expectations.


Sigma allows comparison of products and services of varying complexity on an apple to apple basis.

Also, it provides a common basis for benchmarking.

The higher the sigma level, the better your operation is performing.

Sigma measures how well you’re doing in getting to zero defects.

Six Sigma is a set of practices originally developed by Motorola to systematically improve processes by eliminating defects. A defect is defined as nonconformity of a product or service to its specifications.

Why have Sigma as a Quality Measure


NUMBER OF DEFECTS PER MILLION OPPORTUNITIES FOR ERROR ASSOCIATED SIGMA LEVEL

66,810 3.0

22,750 3.5

6,210 4.0

1,350 4.5

233 5.0

32 5.5

3.4 6.0

Opportunities for Error at Various Service Level


Step1: Identify the product you create or the service you provide.

Step2: Identify the Customer(s) for your product or service and determine what they consider important.

Step3: Identify your needs (to provide product/service so that it satisfies the Customer).

Step4: Define the process for doing the work.

Step5: Mistake-proof the process and eliminate wasted effort.

Step6: Ensure continuous improvement by measuring, analyzing, and controlling the improved process.

Six Steps to Six Sigma


Why CMM?Why CMM?

Customer needs predictability time, cost, quality

Premises The process of constructing software can be

defined, managed, measured, and progressively improved

In a mature and adaptable process, people, methods, techniques, and technology are coupled to consistently produce quality software


CMMCMM

The CMM has been used to assess the maturity levels of organization areas as diverse as software engineering, system engineering, project management, risk management, system acquisition, information technology (IT) or personnel management, against a scale of five key processes, namely: Initial, Repeatable, Defined, Managed and Optimized.


Competent people

Defect PreventionTechnology Change ManagementProcess Change Management

Continuous process improvement

Product and process quality

Engineering processes and organizational support

Project management processes

Quantitative Process ManagementSoftware Quality Management

Organization Process FocusOrganization Process DefinitionTraining ProgramIntegrated Software ManagementSoftware Product EngineeringIntergroup CoordinationPeer Reviews

Requirements ManagementSoftware Project PlanningSoftware Project Tracking & OversightSoftware Subcontract ManagementSoftware Quality AssuranceSoftware Configuration Management

Level Focus Key Process Areas

Initial

Optimizing

1

Repeatable2

3

Managed4

5

Defined

Software CMM


Level 1 - InitialLevel 1 - Initial

Process is ad hoc, occasionally chaotic Few and informally defined processes No mechanism to ensure they are used

consistently Ineffective planning Reaction-driven management Unpredictable Success due to heroic efforts ~80% of

software organizations worldwide


Level 2 - RepeatableLevel 2 - Repeatable

Basic management processes, quality assurance and configuration control procedures in place

Can repeat earlier successes Realistic project commitments based on

results of previous projects Still has frequent quality problems Stable planning and tracking ~15% of software organizations worldwide


Level 3 - DefinedLevel 3 - Defined

Documented, standardized, and integrated management and engineering processes

Procedures are in place to insure they are followed

Projects tailor organization’s standard to develop own process

Stable foundation for software engineering and management

~5% of software organizations worldwide


Level 4 - ManagedLevel 4 - Managed

Quality and productivity quantitative goals are established

Exceptional cases are identified and addressed

Process is measured and operates within limits

< 1% of software organizations worldwide


Level 5 - OptimizingLevel 5 - Optimizing

Organization focuses on continuous process improvement

Goal is to address and prevent problems by analyzing their cause in the process

Process improvement is budgeted, planned, and part of the organization’s process

Identify and quickly transfer best practices Only a handful of organizations worldwide


Human Resources: reduce the number of requisitions unfilled after 30 days.

Customer Service: measure the number of calls answered on the first ring.

Engineering Support: reduce the number of schematics returned because of drafting errors

Order Fulfillment: eliminate Customer returns because of incorrect parts or product being shipped.

Finance: reduce the instances of accounts being paid after a specified time limit has elapsed.

Possible Applications


Software Quality ManagementSoftware Quality Management

Concerned with ensuring that the required level of quality is achieved in a software product. It specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.

Methodology known as “Plan-Do-Check-Act” (PDCA) can be applied to all processes:

Plan: Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organisation’s policies.

Do: Implement the processes.

Check: Monitor and measure processes and product against policies, objectives and requirements for the product and report the results.

Act: Take actions to continually improve process performance.


Quality Management ActivitiesQuality Management Activities

Quality assurance Establish organisational procedures and standards

for quality.

Quality planning Select applicable procedures and standards for a

particular project and modify these as required.

Quality control Ensure that procedures and standards are

followed by the software development team.

Quality management should be separate from project management to ensure independence.


Encapsulation of best practice- avoids repetition of past mistakes.

They are a framework for quality assurance processes - they involve checking compliance to standards.

They provide continuity - new staff can understand the organisation by understanding the standards that are used.

Importance of standardsImportance of standards


Problems with standardsProblems with standards

They often involve too much bureaucratic form filling.

If they are unsupported by software tools, tedious manual work is often involved to maintain the documentation associated with the standards.

Excessive clerical work is the most significant complaint against standards.


Research MethodsResearch Methods

SurveySurveys are a method of performing empirical studies, that often aims to generalize over the population where the sample was taken.

Qualitative SurveysOften, a qualitative survey may be performed as an initial survey or a pre-study to a larger survey, where depth interviews are performed, and the results from this is used in the development of a larger quantitative survey. The questions used in a qualitative survey are often general, and not necessarily as well defined and admissible for statistical analysis.

Quantitative surveysA quantitative survey generally focuses on more respondents, and questionnaires where the respondent are given defined options, often represented as multiple choice. This is very practical when we want statistical outcome, since such quantitative data is well suited for application of different statistical methods.


Questions for organizationsQuestions for organizations

To gain a better understanding of some of the main challenges and focus areas in software industry, short interviews was conducted with people from the software organisation. The questions asked were general questions about what they regarded as the most important issues concerning quality assurance, and also about their organisations work.

FS1 What are the goals and visions for the group's work? FS2 What seem to be the greatest challenges for quality

assurance and process improvement in software industry? FS3 How have new technology like the Internet and better

communication affected the group's work and the general work for improving quality? FS4 What are your opinions on formal certifications and

assessments like ISO, CMM?


AnswersAnswers

FS1 What are the goals and visions for the group's work?To create a repeatable process that ensures a high quality for all software made.

FS2 What seem to be the greatest challenges for quality assurance and process improvement in software industry?The willingness and ability to give substantial priority and resources to these things in a very busy working day, where important customer obligations, typical with a very short time horizon, must be solved.

FS3 How have new technology like the Internet and better communication affected the group's work and the general work for improving quality?This is in general of great importance for experience transfer and knowledge management, both within companies and across companies..

FS4 What are your opinions on formal certifications and assessments like ISO, CMM?It is becoming more and more important. But simplifications and downscaling of the methods / frameworks are important, as well as removing misunderstandings about how complex these things have to be. One of the main challenges is to get people to use their time to think about quality assurance and process improvement.


Interviews of Developers Interviews of Developers

& Quality Managers& Quality Managers R1 Are developers negative to routines and formalities in the QMS?

Most interviewees reported that they thought of the system as too cumbersome to use in the daily work situation.

R2 Do formal certifications increase quality?It seemed that companies in general are more concerned about the formalities, which may be related to their special relations with their customers. The companies that were certified all reported that the certification was very important to ensure the quality of their work, and that they relied on them.

R3 Certification today, a must or just more work?Formal certifications are very popular among software companies. Certification is a must today. It is desired for delivery of excellence and acceptance by customers.

R4 Developers vs Managers. A battle for quality?There existed a gap between managers and developers in how they thought quality issues should be handled.

R5 How make a QMS work? Employee participation increase the use of the QMS. Developers must be trained in the use and the content of

the QMS. They must be made aware of which parts of their daily work that may be included in the system. If we should try to identify three main factors for making a QMS work, the following three would be highly

relevant: - Good training, performed as a combination of workshops and mentor programmes.- User participation in all phases of implementation and updating of the QMS.- Frequent updates of the routines and process descriptions.


ISO 9000 and quality managementISO 9000 and quality management

Project 1quality plan



Project qualitymanagement

Organisationquality manual

ISO 9000quality models

Organisationquality process

is used to develop instantiated as

instantiated as

documents

Supports




Project qualitymanagement

Organisationquality manual

ISO 9000quality models

Organisationquality process

is used to develop instantiated as

instantiated as

documents

Supports


Establishing a Quality Management SystemEstablishing a Quality Management System

DEVELOP A QUALITY SYSTEM FOR SOFTWARE PRODUCTS AND RELATED SERVICES DEVELOP QUALITY MANAGEMENT SYSTEM DOCUMENTS. PREPARE A QUALITY MANAGEMENT SYSTEM MANUAL. MAINTAIN QUALITY MANAGEMENT SYSTEM RECORDS. SUPPORT QUALITY PROMOTE THE IMPORTANCE OF QUALITY. IMPLEMENT YOUR QUALITY MANAGEMENT SYSTEM. IMPROVE YOUR QUALITY MANAGEMENT SYSTEM. FOCUS ON YOUR CUSTOMERS IDENTIFY CUSTOMER REQUIREMENTS. MEET CUSTOMERS REQUIREMENTS. ESTABLISH A QUALITY POLICY PERFORM QUALITY PLANNING PROVIDE QUALITY RESOURCES PROVIDE QUALITY PERSONNEL PROVIDE QUALITY INFRASTRUCTURE PROVIDE QUALITY ENVIRONMENT CONTROL SOFTWARE PRODUCT REALIZATION PLANNING CONTROL CUSTOMER PROCESSES CONTROL SOFTWARE DESIGN AND DEVELOPMENT CARRY OUT REMEDIAL PROCESSES MONITOR AND MEASURE QUALITY CONTROL YOUR NONCONFORMING SOFTWARE PRODUCTS ANALYZE QUALITY INFORMATION TAKE REQUIRED REMEDIAL ACTIONS


Evaluation & Further WorkEvaluation & Further Work

The most crucial thing for the QMS to succeed, seems to be to give the users of the system ownership of their work routines and processes, and let them be directly involved in the evolution of their workplace. We suggest that future studies look closer at how these aspects are handled, and also take a closer look at the different roles in software development environments, and how these interact with each other. Further work may be done to study how the QMS is actually used by the different roles in the company throughout the development process.


Quality controlQuality control

This involves checking the software development process to ensure that procedures and standards are being followed.

There are two approaches to quality control Quality reviews; Automated software assessment and

software measurement.


ReferencesReferences

B. Levitt and J. G. March. Organizational learning. Annual Review of QMS, 14, 2007.

M. C. Paulk, B. Curtis, E. Averill, J. Bamberger, T. Kasse, M. Konrad, J. Perdue, C. Weber, and J. Withey.

Capability maturity model for software. Technical Report CMU/SEI-91-TR-24 ADA240603, 2006.

W. Royce. Managing the development of large software systems: concepts and techniques. In Proceedings of International Organization of Standards. ISO 8402. ISO, 2000.

Booch Jacobson and Rumbaugh. The United Software Development Process. Addison Wesley, 2005.

Praxiom Research Group Limited. ISO 9001:2000 in plain English. http://praxiom.com/iso-new.htm.

Ikujiro Nonaka and Hirotaka Takeuchi. The Knowledge Creating Company. Oxford University Press, 2007.EDB Business Partner. http://www.edb.com.

Cecilie Skramstad. ISO 9000 certification - experiences from europe. DNV and NTNU, 2006

Experimentation in software engineering: an introduction. Kluwer Academic Publishers, Norwell, MA, USA, 2006

International Organization for Standardization ISO. ISO]/IEC 90003:2004. Guidelines for the application of ISO 9001:2000 to computer software.


Philosophy Behind Software Process & Software Process Improvement

You cannot manage what you cannot understand.You cannot understand what you cannot measure.You cannot measure what you cannot model.You cannot model what you cannot imagine. "Float like a butterfly,Sting like a bee,Your hand can't hit,What your eyes can'ts see."- Mohammed Ali


THANKSTHANKS

Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing.

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