1 earthsoft-brief-quality in software organidation

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About us


• Organisation• Quality• Quality management• Quality Assurance• Quality Control• Processes• Case studies experience • Strategic Quality Planning

Index


Index


Organisation and projects


Triple Contraint

Quality


Quality Model

•Reviews of deliverables at every level by supervisor

•Effective communication•Plan, Track, Monitor, Control & measure (efforts, schedule, cost, quality, resources, risks)

•Reviews of deliverables at every level by supervisor

•Effective communication•Plan, Track, Monitor, Control & measure (efforts, schedule, cost, quality, resources, risks)

•Skill enhancement•Stringent resource recruitment

•Career Planning, Appraisals•Technical Skills

•Skill enhancement•Stringent resource recruitment

•Career Planning, Appraisals•Technical Skills

•Governance•Practicing the best process & formats

•Institutionalization•Ownership & skill training•Audits & Process

•Governance•Practicing the best process & formats

•Institutionalization•Ownership & skill training•Audits & ProcessQuality


Organization goals

To create Technical pool ,To enhance technical skills of resources on latest technologies

To improve the quality of delivery

First time right, To improve productivity

To increase efficiency reducing development & delivery time

To reduce the cost of development and be competitive

To delight Clients and make them happy


Milestones & Dates

Milestones & Dates

SMC or FP or LOC

SMC or FP or LOC

Mitigation & owner

Mitigation & owner

Defect per mm

Defect per mm

Man-month Man-month

Infra, PeopleTechnologyInfra, PeopleTechnology

Project Management


Project Management

Plan Track Control Measure

Efforts

Schedule

Quality

Cost

Risks

Resources


Success Tips

Right Project ManagementRight Project Management

Right TeamRight Team

Right Processes

Right Processes

Project Success

(Quality & Timely delivery)

Project Success

(Quality & Timely delivery)


• Quality is often thought of as "degree of excellence," or "level of goodness”.

• Quality is considered as "fitness for purpose." • Quality is "conformance to the requirements“• Quality is the way we live our lives!

What is Quality


Quality


Structural responsibilities•Processes•Audits•Escalations•PCB

•Recruitment•Training – Soft Skill & Tech•Grooming & Handholding

•To be profitable delivery

•Enablers•TMG•QMG•RMG•SEPG•Translation

•Growth•Client relationship

•Cost control•Tracking profitability


• Customer Delight is achieved• It saves the cost of implementation by reducing

the cycle time & efforts required• It is a joy, proud & tremendous job satisfaction

to deliver defect free solution• Enhanced reputation & branding

Advantages


What makes client irritate?• UI OR minor level defects detected within three

hours of the testing post delivery. These defects turn out to be most critical in nature.

• Functional defect detected within eight hours• Defect detection exceeding 1 defect per hourWhat makes client delight?• Timely delivery within budget• Graphics as agreed during requirement analysis • Solution functions as per agreed functionality• Defects detected are really very few during first

day of testing

How does client react?


• Warranty work - that is performed on a product or application for free under a warranty

• Repairs / maintenance - work that is done to fix problems after the solution goes live

• Client dissatisfaction - If a solution is of poor quality, the client may not continue future orders

• Help desk service may be required to address problems client is facing with the solution

• Poor morale - No one likes to work for an organization that has poor processes or produces poor quality solutions. Costs here include increased absenteeism, higher attrition, less productivity and frustration from the staff.

Cost of poor quality


• Lower costs / shorter duration- an initial higher cost to a quality process will result in less rework & reduced project duration.

• Lower team morale due to higher defects in the testing process. If the testing goes smoothly with lesser defects & deliverables being right the first time, team morale will rise accordingly.

• Fewer errors / defects. Higher quality shows up over the life of the solution with fewer defects and errors. If you are producing a product, higher quality means fewer returns, less warranty work, fewer repairs, etc.

Results to be achieved


It’s a cost• Missing project completion deadline• Huge project efforts & cost overrun• Developers frustration• Sales losing the confidence on delivery

capability• Customer dissatisfaction• Organisational branding


At what cost…• Quality is free and have potential • To delight clients• To get repeat business• To grow business• Brand value for the organisation• Employee happiness & feel good factor


Quality aspects• Quality :- There are 2 aspects of the quality• Quality of the project – To adhere to the

requirements specified by client• Quality of serviceability –Aligning to the cultural

expectations & agreements


ObjectivesThere are 3 levels of quality achievements• Organizational level• Management level• Project LevelTo execute the project within agreed• Defect density• Defect Matrices• Test cases & related matrices• To service the client more than the expectations• Response to email, telecon, requests, SMS, etc• Following commitment as per communication/

resolution or agreement


• To achieve Excellence through Quality • To review at each stage of output, to maintain

the statistics and set a feedback mechanism• To deliver the extremely high quality solution to

the customers• Automatic mechanism to deliver quality

deliveries in time thus excellence lasting forever• To minimise the personalities/hero based

approach and drive towards process orientation• Process driven

Quality - Organisation


Quality - ManagementBasics of Quality Management principles• Customer focus• Leadership• People involvement• Process approach• Systematic approach to management• Continual improvement• Factual approach to decision-making• Mutually beneficial supplier relationships• Understand how these principles can be applied

to CEO management practices


Quality – Project Level• Defects: Number of defects detected by the

customer post delivery should not be more than 1 per 3 Person Months of efforts estimated

• Schedule: Project completion extended to maximum within 5% of accepted schedule

• Total Cost to Customer : Customers overall rating (client happiness index) on services should not be less than 4 on a scale of 1 to 5


Objectives• People : We need to continually improve the

quality of deployed resources. • The measure for this will be a combination of:

1. Skills - Business analysis, Technical & soft skills of customer interfaces (onsite & offshore), Technical expertise of the developers

2. Experience – Domain & industry related3. Success rate of the Project Managers


Objectives• Extra ordinarily high reliability

• Have minimum defects• Enhances testing skills

• Through doing certifications in QA area• Through training on ‘How to write test cases ?’• Through training on ‘How to test ?’

• Enhance testing process• Testing Process• Testing Methodology• Building Knowledge base

• Achieve quality objectives


Make a statementTo aim your organisation to be the best in the industry in terms “Defects Delivered Ratio” and thus be able to achieve the organization objective of being an extraordinarily reliable company using..•The best of the tools & technologies•Recruiting the best of the people•Incorporating processes•Measurements & feedback•Continuous Improvements


Mission Statement• To adopt Quality as an intrinsic culture of our

organization

• Quality function is to be called Mission.

• Quality is to be not negotiable• To take organisation to newer height and to be

the lowest in the industry in terms of “Post delivery Defects to efforts Ratio”

• To achieve the organization objective of reliable company

• To save the cost of customers


Quality management


Quality ManagementQuality Management is the process that insure the project will meet the needs•Conformance to requirements - Crosby •Fitness for use - Juran •The totality of characteristics of an entity that bear on its ability to satisfy stated and implied need - ISO 8402:1994


Quality ManagementHow will quality assurance and control be conducted?

• Identify Quality Standards

• Quality Assurance

• Quality Control

• Quality Matrices

• Improve

How?

What?

Check

Sometimes performed by a 3rd Party

MeasureNext?


Quality Assurance Group - QAG


Fact & aimSuccessful business cannot come without Satisfied Customer

Organisation should aim to go beyond ‘Satisfaction’ and achieve “Customer Delight”


• Quality Assurance is a not an enforcing function, but includes all the standards, planning and monitoring processes. It’s orientation towards preventing the defects from occurring.

• Quality Control encourages for detection and correction of defects

• Quality Assurance is proactive and preventative; Quality Control is detective and corrective.

QA & QC


Quality Assurance To encourage• To do first time right, so that there are minimum

possible defects in the output / delivery• To get output reviewed at every phase• To do self code review• To perform unit testing• To do peer to peer code review• To detect as much defects before delivery• To reduce the defects detected by the client• Thus saving cost of the client


Quality Assurance • Define standards, processes, reports, forms &

templates & check lists; complete the check list without fail for each step

• Appropriate defect tracking system to be used• Measure the quality status and progress by way

of effective weekly/ periodic reports• Manage the quality by prevention,

implementation and feedback• Improve using experience & knowledge sharing


Improve QualityImprove Quality

Creating Technical resources•The best resource to create 3 – 4 resources of better capability•To share technical achievement, lessons learnt and spread knowledge & experience•To enhance of technical skills for latest technologies•To set up R & D center•To manage training•To recruit the best technical resources

Reduce CostReduce Cost Improve Productivity Improve Productivity

Organisational Goals


Improve QualityImprove Quality

Delivering the best Quality•To deliver the best possible quality as per schedule with minimum defects•Reviewing deliverables at each level; checking for completeness & coverage•Training in writing/ executing UT, IT & AT•Finding maximum defects in early phases•Measurement & root cause analysis

Reduce CostReduce Cost Improve Productivity Improve Productivity



Reducing delivery time•First time right, Improve productivity, increase efficiency•Inculcating tools, mostly freeware and latest technology, Utilizing open source•Maximizing automation•Following the best practices and processes•Setting up knowledge management center, sharing experiences and lesson learnt•Implementing automation tools

Improve QualityImprove Quality Reduce CostReduce Cost Improve Productivity Improve Productivity



Reducing development cost•Utilization of Open source code and framework•Process improvement•Automation•Minimizing licensing costs•Utilization of Open source code and framework•Capability building and enhancing•Efficient & motivating environment•Controlling indirect cost

Improve QualityImprove Quality Reduce CostReduce Cost Improve Productivity Improve Productivity



• Many organisations witnessed no. of unmanageable defects in pre & post delivery

• Many organisations lost some potential accounts due to bad delivery for ever

• Management of organisation generally go by personalities and their feel about the project than actually reviewing the output at each stage

• Reviews at each stage of the SDLC reduces the risk, efforts and the cost at later stage

Necessity of QAG


• QCG services not to be ‘Optional’ or ‘On Call Basis’, it should be mandatory organisational process.

• QCG acts as an internal customer for projects• Dedicated team for QA Group

QAG - Responsibility


• Responsive• Affirmative & assertive• Good negotiator• Competent• Accessible• Courteous• Good communicators• Credible• Knowledgeable of the client business• Reliable• Commanding• Passion for Quality

Internal customer


Inculcating New Tools & Techniques

Black Box Testing

Review of Test Plan & document

Testing Skill Enhancement

QAG – Key focus areas


The strength on a building is built in its plan

QAG – Test Plan


• Review Test plan , test cases & execution• Track quality progress • Measure defect leakages• Causal analysis & improvement• Raise early warning signals

QAG – Test Plan


Responsibilities• ITC Review and execution (sample basis)• Periodic defects data collection and analysis• Compiling standard functionalities components• Review of Requirement Analysis & proposal• Review of Functional Specifications• Review of Prototype• Review Unit Test cases & execution (Sample)• Review of Integration & Application Test cases &

execution (100%)• Review of Test results (Sample Basis)• Effort matrix for QA Activities• Defects matrix for QA Activities


Black Box Testing

White Box Testing

• Macro- Project Plan• Requirement Analysis• Functional Requirements• Prototype + ATC• ITC• UTC (Sample)

Reviewed by Technology Group:-•Design Review•Code Review

To be reviewed by Internal Customer

QAG - Responsibility


Methodology


Why• Early warning mechanism• Reduction in number of defects since third party

views• Reduction in number of cycles of testing,

eventually reduce duration & cost & enhance client’s satisfaction


MethodologyShort Term Goals• Teaming• Training• Formalize a process of QA for all projects• Measure Effectiveness of QA • Tune QA processLong Term Goals• Develop testing process• Building Knowledge base• Achieve quality objectives


Skill Enhancemen

t

Identify Training needs using Skill Matrix

Identify Training needs using Skill Matrix

Plan training preparing the

calendar

Plan training preparing the

calendar

Execute Training by competent faculties

Execute Training by competent faculties

Measure enhanced skills

& Feedback

Measure enhanced skills

& Feedback

QAG – skill enhancements


Area Description Sad ok HappyBlack Box Testing

Pre-Delivery Defects per Man Month 10 15 20*

Defect detected by customer per 3 man month

> 1 1 < 1

Total Cost to Customer (Task, Review, Rework)

1-2 3 4

Skill Enhancement

Quantify Skill level in the organization in ‘n’ months time

2 1.5 1

Improve Skill level over 6 months time frame by

2% 5% 10%

Number of resources trained (% of Billable team)

2% 5% 10%

Tools and Tech.

Introducing at least 1 new tools / technologies in the organization every ‘n’ months

2 1 0.5

ProcessImprovement

Improve Processes / Define new ones - 1 instance every “n” month

3 2 1

QAG – Key Objectives


• Define & try to achieve Quality objectives• To detect as many review comments, internal

defects during Unit testing & IT/AT (Target 15-20 defects per man-month of efforts)

• To improve quality using defect elimination where defect delivered ratio is not more than 1 defect for 3 man-month of efforts

• Testing of 3 hours should not detect the defect• Conduct Root Cause Analysis• Implement action plan derived after RCA• Training & Building Knowledge base• Achieve high level of satisfaction with the quality

QAG - Goals


Why spend all this time in finding, and fixing, and fighting when you could

prevent the incidents in the first place

- Phil Crosby


• Preparing, publishing & training using the coding convention for each technology

• Conducting technical skill enhancement training• Through design reviews• Through code review• Avoiding repeat issue in the code• Creating standard components & liabrary• Help your peer to make the code clean

QAG – White box testing


• Preparing the detailed test cases• Through Testing during each and appropriate

phase like Unit, Integration and Application testing

• Accepting the challenge that we will find the defect ourselves and not anyone else

• We will ask question .. Why should we be delivering defects…??

• Help your peer to make the code clean• Help your peer to unit test their code

QAG – Black box testing


# Activity Type

1 Review RA document , Prototype (if available) & Functional specifications

100%

2 Review the Application Test Cases 100%

3 Review the Unit & Integration Test Cases sample

4 Conduct Unit and Integration Testing sample

5 Review test results for Unit and Integration testing

sample

6 Review test Application test results sample

7 Conduct Application testing (pre-delivery) 100%

QAG to give GO-ahead based on above

QAG – Black box testing


• Designing & keep on improving test case format• Training how to write clear & crisp test cases• Writing a good test case is a skill, to be learned• Test cases coverage to be maximum• Efficient process of Task, review and rework• Appropriate & Higher skills is higher productivity

and lesser cost• Improving skills through sharing experience and

knowledge and by way of training• Skill enhancement is growth in personality • Test cases though well written might not cover

100% scenarios, so testers skills can play a role

QAG – Skills enhancement


•Executing Test cases is important process to check the functionality so test cases to be reviewed & enhanced

•Phase wise (Unit / Integration/ Application test cases)•Module wise matching to functionality•Aim to cover maximum functionalityPurpose is to•Track depth of understanding•To detect gap in understanding the functionality•Measure defect leakages and •Raise early warning signals

QAG – review o test cases


• Using apt tools and technologies can boost productivity considerably

• Your two hands can do a lot, but not all

• Evaluate new testing tools and technologies

• Conduct training on new tools and technologies

• Publish white paper / develop proto application

• Help projects with new tools and technologies

QAG – Tools & Technologies


• Using tools and technologies we can improve productivity which in turns help to reduce the cost

Tools • Code Quality Tools ( Open Source) – Emma,

Junit, Findbugs, Checkstyle, JDepend and CPD.• Code review checklist• Recurring Issues Checklist • Internal Checklist - based on live issues and

testing feedback of previous releases (knowledge management)

QAG – Tools & Technologies


Processes


Defining RoadmapCommunication to

management & Sales

Appointing LeaderTeam Building

Consensus of Roadmap, Governance & Operations

Communication to All

Framework (Analysis, Measurement, Reporting,

Methodologies, Checklist, Team building, Asset management,

PCB, Calendars, Institutionalization)

Delivery running like an Engine

When…time frame


• Determine the appropriate review participant for each project (Internal customer)

• To receive the review material• Conduct the timely reviews• Send feedback review to the project manager• Interact till all points are closed • Conclude the review

Process


Process Improvement• CMMI-assessed organizations measured and

reported clear improvements• Productivity• Quality• Schedule• Cost• Customer Satisfaction• Mean Return on Investment • measured = 4.8 : 1• Varies from 2:1 to 27.7:1!• They say, quality is free!


Quality Management, Control & AssuranceMeasurement & Analysis

Prevention & Improvement

Quality Management, Control & AssuranceMeasurement & Analysis

Prevention & Improvement Process change

InitiativesAcceptance

Process change Initiatives

Acceptance

Process ImprovementTraining & Education

Implementation

Process ImprovementTraining & Education

Implementation

StructureStructure

PeopleSkills

PerformanceReward

DevelopmentLeaders

PeopleSkills

PerformanceReward

DevelopmentLeaders

Software SolutionsDeliveries

Client DelightMore

business

Software SolutionsDeliveries

Client DelightMore

business

Project ManagementPlan, Track, Monitor & Control, CommunicationEffort, schedule, Quality, Cost, Resource, Risk

Project ManagementPlan, Track, Monitor & Control, CommunicationEffort, schedule, Quality, Cost, Resource, Risk

Business process improvements


Unique Innovative Functionality

1

12

Telelogic provides key functionality• CMMI compliance• Strategic QA• Project scheduling• Effort estimation• Causal analysis• Process enforcement• Duplicate management


ISO9000-2001

Certified

SEI CMM IV

AbilitySEI CMM V

(Target)dd-mm-yyyy

(Target)dd-mm-yyyy

• To prepare a realistic plan with target dates• To seek consensus from all stake holders

Quality certification


• Capability Maturity Model – A non prescriptive Reference Model or a framework

• In-built flexibility allowing organizations to define their own processes, templates, forms, reports etc. to suit their needs, culture, practices etc.

• Different models for different purposes (Software Development, IT Services, People Management ,etc.)

• Based on evolutionary improvement path• Focus is on the organizational process maturity

and not on individuals / individual services or projects

CMM - Overview


5 - Optimizing

4 - Managed

3 - Defined

2 - Repeatable

1 - Initial

ContinuouslyContinuouslyImprovingImproving

Predictable Predictable

Standard, ConsistentStandard, Consistent

Disciplined ProcessDisciplined Process

Ad-hoc ProcessAd-hoc Process

Five steps staged Framework


CMMLevel 3 – Defined

-- peer reviews, intergroup coordination-- software product engineering-- integrated software management-- training program-- organization process definition & focus

Level 2 – Repeatable-- software configuration management-- software quality assurance -- software project planning, tracking and oversight-- requirements management

Level 1 – Initial


CMMLevel 5 – Optimizing

-- process change management-- technology change management-- defect prevention

Level 4 – Managed-- software quality management-- quantitative process management


Audit Process

Audit PlanningAudit Planning

Audit ReportingAudit Reporting

Audit PreparationAudit Preparation

Audit ExecutionAudit Execution

Audit Follow-upAudit Follow-up

Audit AnalysisAudit Analysis

Corrective /Preventive Actions

Corrective /Preventive Actions


Process Improvements• Iterative Build Process• For Each Build • Upgrade Previous Versions• Installation Tests• Automatic Coding Standards Checkers• Review Documentation• Consulting Tests Setups & Flows• Central QA Tests Flows• Product QA Teams Test Flows/Products• Measure Everything• Install Issues, Product Bugs, % Tests Complete


Experience – case study


The mistake made• Manager makes mistakes in project execution• Wrong estimation• Not freezing the requirements, specifications &

documentation and sign-off• Timely team building & Resource talent• Research on technologies, Implementing coding

conventions• Critical reviews and Traceability between RA,

design & coding • Quality Assurance & Control; Process

compliance• Client expectation management


The problems faced• Limited budgets of client• Requirements changes• Increased the development time & efforts• Potential to make system unstable• Implementation of few functions which could be

taken in next phase• Project tracking became difficult; lot of time of

project manager spent with client in VC meetings


Issues & resolutionIssue Resolution

Educating managers Training & sharing case study

Budgets on quality Need to be budgeted

Parameters measurement Create format, assign responsibility

Authority & responsibility To authorize PM/DM while expecting responsibilityToo many interventions to be avoided

Bandwidth of PM Dedicated front end team member for client communication & reportingPM must focus in managing project

Estimation skill Education, Experience, Training

Reviews of every deliverable

Audits and measurements


Software Problems• No “fundamentals laws” of software• - Complexity• Extreme modifiability• - Software is easy to change• - Difficult to control changes• - Significance of changes• - Defects• Technology churn• - Structured development process plus testing• Very low manufacturing cost• - Software quality: Primarily a design issue• No borders -----Philippe Kruchten


Top items to achieve Q• Quality drive across organisation- Ownership &

first time right drive culture• Reviews – Proposal reviews by DM, process for

marking completion of the tasks using check list, Special attention for understanding/confirming the requirements; Brainstorming sessions, reviews of RA & DD & SI test cases (PL), Self review for LLD, Code, Unit test cases, testing for developers, audits of these phases;

• Framework for communication & governance• Project monitoring office implementation


Top items to achieve Q• Establishing quality framework (processes,

measurement, analysis, preventive & corrective measures, tracking & closure and audits)

• Project Cost Estimation & proposal reviews• Software Project Planning, Project Tracking &

Scheduling, Requirements Management• Development, reviews & testing• HR & RMG framework & Project Structure –

Assigning sr manager to each projects & teaming with Sales, Account managers & OSC

• Education of PM & resources• Governance- To be scalable


Q1-Q2 Q3 Q4

Focus on Basic Project Mgmt, Risk Mgmt. & Customer

Mgmt

Implementing the learning & best

ways

Define Org. wide Processes &

Review / ControlAwareness,

Training & Pilots (SST, Sales,

PMPL)

Strengthen Delivery Mgmt, QMG, TMG, & &

coordination

Governance & coordination

Continual Improvement

Stringent Implementation of Processes & best practices

Reorganize and Strengthen Talent

& skilled resources

Delivery Organisation Road Map

Predictable, Repeatable,

Reliable Defined, Managed, Optimised

Quality Schedule Customer

Satisfaction

Successfully Complete Current

Projects & get stability in

Delivery Org.

Improve Repeatability / Reliability in

Delivery Organization


Vision

Kno

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/ Tec

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Right Facilities

Right Skills / Motivation

R

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Man

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(Pla

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Right Processes

Rig

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Com

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Trust and Comfort Feel

Qua

lity

of R

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Value for Money

Tech./ Domain Skills

/ Experience

Spe

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Human Resource Management

Faci

lity

/ Inf

rast

ruct

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Right Skills / M

otivation Finance Management

EXECUTION

MARKETING

ORGANISATION

Minimum Defects Timely Delivery Minimum TCC


Thank You

Author has worked at as Sr management professionalVertex Software, now NTTDataTech MahindraSoftBridge Solutions, India& extremely thankful to these organisation for offering exciting opportunity to work in related areas, gain experience & contribute& a gentleman having deep passion about quality..Mukand Bhagwat