Testing. Quality. Customer

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Testing….Quality…Customers!

Test Camp, 1st Edition, Iasi, 2013

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Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing -

working together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?

Agenda

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Do you think 99% “free-of-defects” is sufficient?

500 wrong surgical operations per week

16.000 lost articles of mail every hour

22.000 checks from wrong accounts per hour

50 babies dropped by a doctor each day

2 failed landings everyday at each major

airport

No electricity for 2 hours each month

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Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing -

working together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?

Agenda

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What is Quality?

Quality is fitness for use

Quality is meeting customer expectations

Quality is exceeding customer expectations

…the customer defines quality.

…the customer perceives the quality of a product/service.

… the product/service does what is intended to do.

Quality is the extent to which customers believe the product/service surpasses their needs and expectations.

Quality is delighting the customer !

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In other words…quality means:

Conformance to:

explicitly stated functional requirements

(customer requirements)

performance requirements

explicitly documented development

standards

implicit characteristics

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Movie time

Evolution of Quality.

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Quality assurance

Quality Assurance (1)

All the planned and systematic activities implemented within the quality system, and demonstrated as needed, to provide adequate confidence that an entity (project, organization, …) will fulfill requirements for quality.

Source: DIN EN ISO 8402

Quality Assurance (2)

A set of activities designed to ensure that the development process is adequate and that the system will meet its objectives

Source: www.mosaicinc.com

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In other words…quality assurance means:

Detection and Prevention of defects before

delivering to customer, by performing: Testing Reviews Metrics Root Cause Analysis Lessons Learned Audits

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Quality Assurance and Testing: working together for the customer.

"Testing is a process centered around the goal of finding defects in a system.“

[IEEE 829 Definition].

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Quality Assurance and Testing: working together for the customer.

Testing is the main pillar in assuring quality of a product/service.

Why? Let’s discuss….

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What happens if there is no quality?

90% of customers who are not satisfied by the quality of the product will avoid this product the next time.

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Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing -

working together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?

Agenda

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What happens if there is no quality?

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Only 4% of dissatisfied customers complain – the others just leave…

What happens if there is no quality?

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What happens if there is no quality? internal rework

un-planned SW bug fix loops un-planned HW loops (most costly) production rework/scrap add. costs (Business Trips, new tools etc.)

team disappointment team de-motivation loss of department prestige inside the Company loss of company prestige in front of the Client loss of portfolio share in favor of our competitors Recalls/callback of products

...this means a lot of € which fly away from our pockets.

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Movie time

The Cost of Poor Quality_extract

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Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing -

working together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?

Agenda

21

WRONG QUESTION !!!

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Where can I get quality?

Quality has to be built in inside the product during development:

quality has to become an organizational goal: quality policy customer oriented organizations

quality has to be planned (PDCA cycle): strategies (plans) for quality assurance measures are created:

plans for Testing, for Reviews, for Audits etc.

“quality has to be caused and not controlled”

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Quality does not depend on the tool, it depends on you.

Where can I get quality?

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PDCA

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PDCA for… kitchen.

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PDCA for … testing. define testing strategy (what, when, who, how):

what: establish what you test against module/integration/validation testing define coverage targets, other targets (budget, timing)

when: correlate the need with the release content, start early enough

who: nominate which person tests what how: choose the correct testing methods to derive the

tests, implement traceability towards requirements create planning (tasks, deadlines, responsibles, agree

planning with other stakeholders)

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set-up test environment as required

develop testcases according to defined strategy

run testcases by taking into consideration: defined targets test environment

PDCA for … testing.

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check if targets were achieved: coverage targets (e.g. requirements coverage,

automation degree etc.) timing, budget deviations

PDCA for … testing.

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if targets are not achieved, react: more man power additional equipments escalate to next level of management

PDCA for … testing.

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Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing -

working together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?

Agenda

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What is my part?

Involve yourself (be a role model).

Improve your products/services

continually (lessons learned).

Satisfy your internal and external

customers.

Remember: Plan, Do, Check, Act.

Thank you !