SOFTWARE QUALITY MANAGEMENT Software Quality

Lect. Nguyn Ngc T Tu.NguyenNgoc@hoasen.edu.vn

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Quality is never an accident; it is always the

result of intelligent effort.

John Ruskin

SQM - (C) NNTu

CONTENTS

Five Views of Software Quality

McCalls Quality Factors and Criteria Quality Factors

Quality Criteria

Relationship between Quality Factors and Criteria

Quality Metrics

ISO 9126 Quality Characteristics

ISO 9000:2000 Software Quality Standard ISO 9000:2000 Fundamentals

ISO 9001:2000 Requirements

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5 VIEWS

Transcendental View can be recognized through experience

User View Meets user needs and expectations. It is fit for use

Manufacturing View quality is seen as conforming to requirements

Process plays a key role

Product View good internal properties good external properties

Value-Based View

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Garvin

right the first time

uniformity

excellence and worth how much a customer is willing to pay for a certain level of quality

5 VIEWS MEASURE

Measurement allows us to establish baselines for qualities. Developers must know the minimum level of quality they must deliver for a

product to be acceptable.

Organizations make continuous improvements in their process modelsand an improvement has a cost associated with it. Organizations need to know how much improvement in quality is achieved

at a certain cost incurred due to process improvement.

The present level of quality of a product needs to be evaluated so the need for improvements can be investigated.

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MEASUREMENT OF USERS V

encompasses a number of quality factors functionality, How much

reliability,

Usability learnability, understandability, and operability

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Gilbs technique:

The quality concept is broken down into component parts until each can be stated in terms of directly measurable

attributes

MEASUREMENT OF MANUFACTURERS V

obtaining measures of the following two different quantities Defect Count How many defects have been detected?

Rework Cost How much does it cost to fix the known defects?

can analyze the defects identify the development phase in which it was introduced and the phase in

which it was discovered

Categorize the defects based on modules.

To compare defects across modules and products in a meaningful way, normalize the defect count by product size.

Separate the defects found during operation from the ones found during development.

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MCCALLS QUALITY FACTORS

Product operation

Correctness Reliability Efficiency Integrity Usability

Product revision

Maintainability Testability Flexibility

Product transition

Portability Reusability Interoperability

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MCCALLS QUALITY FACTORS

A quality criterion is an attribute of a quality factor that is related to software development.

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MCCALLS QUALITY CRITERIA

Access audit

Access control

Accuracy

Communication commonality

Completeness

Communicativeness

Conciseness

Consistency

Data commonality

Error tolerance

Execution efficiency

Expandability

Generality

Hardware independence

Instrumentation

Modularity

Operability

Self-documentation

Simplicity

Software system independence

Software efficiency

Traceability

Training

......

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QUALITY EFFECTIVE FACTORS

Categories Product complexity

Product visibility

Product development and production process Product development

Product production planning

Manufacturing.

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SQ High complexity, as compared to other industrial products Invisibility of the product Opportunities to detect defects (bugs)are limited to the product development phase

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Q/A ?!

QUALITY METRICS

The high-level quality factors cannot be measured directly

A quality metric is a measure that captures some aspect of a quality criterion. One or more quality metrics should be associated with each criterion.

The degree of subjectivity varies significantly from question to question in spite of the fact that all the responses are treated equally.

It is difficult to combine different metrics to get a measure of a higher level quality factor

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QUALITY METRICS

Ex. measure the testability by the following metrics: simplicity,

instrumentation, self-descriptiveness,and modularity

Ex. Is all documentation written clearly and simply such that procedures,

functions, and algorithms can be easily understood? Is the design rationale behind a module clearly understood?

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ISO 9126 QUALITY CHARACTERISTICS

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Functionality

Suitability Accuracy Interoperability Security

Reliability

Maturity

Fault Tolerance Recoverability

Usability

Understandability

Learnability Operability

Efficiency

Time behavior

Resource behavior

Maintainability

Analyzability

Changeability Stability Testability

Portability

Adaptability Installability Conformance Replaceability

ISO 9000

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MIL-Q-9858

(1959)

NATO AQAP (1969)

BS 5750

(1974)

ISO 9000: 1987

ISO 9000: 1994

ISO 9000: 2000

ISO 9000: 2008

ISO 9000

ISO 9000 describes fundamentals of a QMS.

ISO 9001 specifies the requirements for a QMS.

ISO 9004:2009 - Managing for the sustained success of an organization A Quality Management Approach

ISO 19011:2011 Guidelines for Auditing Management Systems

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ISO 9000:2000 FUNDAMENTALS - QM PRINCIPLES

Customer focus

Leadership

Involvement of people

Process Approach

System approach to management

Continual Improvement

Factual approach to decision making

Mutually beneficial supplier relationships

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ISO 9001:2008 SECTIONS

1.0 Scope

2.0 Normative referenced

3.0 Terms and definitions - ISO 9000:2005

4.0 Scope (the way we run our business structure)

5.0 Management Responsibility (management supports the structure)

6.0 Resource Management (people, buildings, machines, software)

7.0 Product Realization (the way we make our product)

8.0 Measurement, Analysis, & Improvement (product & process)

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ISO 9001 ELEMENTS

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Customer Satisfaction

Continual Improvement Of

The Quality Management System

Customer Requirements

Output Input

Resource

Management

Management

Responsibility

Measurement,

Analysis and

Improvement

Product

Realization Product

Key

Value-adding activities

Information Flow

QMS MODEL

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4. Quality Management System 4.1 General requirements 4.2 Document requirements

5. Management Responsibility

5.1 Management commitment

5.2 Customer focus 5.3 Quality policy 5.4 Planning 5.5 Responsibility, authority,

communication 5.6 Management review

6. Resource Management 6.1 Provision of resources 6.2 Human resources 6.3 Infrastructure 6.4 Work environment

7. Product realization 7.1 Planning of product realization 7.2 Customer-related processes 7.3 Design and development 7.4 Purchasing 7.5 Production and service provision 7.6 Control of monitoring and

measuring devices

8. Measurement, Analysis & Improvement 8.1 General 8.2 Monitoring and measurement 8.3 Control of nonconforming product 8.4 Analysis of data 8.5 Improvement

ISO 9001:2000 REQUIREMENTS

FIVE major parts Part 4: Systemic Requirements

Part 5: Management Requirements

Part 6: Resource Requirements

Part 7: Realization Requirements

Part 8: Remedial Requirements

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ISO 9001 SYSTEMIC REQUIREMENTS

Document the organizational policies and goals. Publish a vision of the organization.

Document all quality processes and their interrelationship.

Implement a mechanism to approve documents before they are distributed.

Review and approve updated documents.

Monitor documents coming from suppliers.

Document the records showing that requirements have been met.

Document a procedure to control the records.

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Clear documentation is key to understanding how one process is influenced by another.

ISO 9001 MANAGEMENT REQUIREMENTS

Generate an awareness for quality to meet a variety of requirements, such as customer, regulatory, and statutory.

Develop a QMS by identifying organizational policies and goals concerning quality, developing mechanisms to realize those policies and goals, and allocating resources for their implementations.

Develop a mechanism for continual improvement of the QMS.

Focus on customers by identifying and meeting their requirements in order to satisfy them.

Develop a quality policy to meet the customers needs, serve the organization itself, and make it evolvable with changes in the marketplace and new developments in technologies.

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ISO 9001 MANAGEMENT REQUIREMENTS

Deal with the quality concept in a planned manner by ensuring that quality objectives are set at the organizational level, quality objectives support quality policy, and quality objectives are measurable.

Clearly define individual responsibilities and authorities concerning the implementation of quality policies.

Appoint a manager with the responsibility and authority to oversee the implementation of the organizational QMS. Such a position gives clear visibility of the organizational QMS to the outside world, namely, to the customers.

Communicate the effectiveness of the QMS to the staff so that the staff is in a better position to conceive improvements in the existing QMS model.

Periodically review the QMS to ensure that it is an effective one and it adequately meets the organizational policy and objectives to satisfy the customers.

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ISO 9001 RESOURCE REQUIREMENTS

Identify and provide resources required to support the organizational quality policy in order to realize the quality objectives. Allocate quality personnel resources to projects. Put in place a mechanism to enhance the quality level of personnel. The effectiveness of the training program must be evaluated on a

continual basis. Provide and maintain the means, such as office space, computing needs,

equipment needs, and support services, for successful realization of the organizational QMS. Manage a work environment, including physical, social, psychological,

and environmental factors, that is conducive to producing efficiency and effectiveness in people resources.

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ISO 9001 REALIZATION REQUIREMENTS

Develop a plan to realize a product from its requirements

much interaction with the customer is necessary to understand and capture the requirements

Review the customers requirements before committing to the project

Once requirements are reviewed and accepted, product design and development take place

Follow a defined purchasing process by evaluating potential suppliers based on a number of factors

Put in place a mechanism and infrastructure for controlling production

Identify the monitoring and measuring needs and select appropriate devices to perform those tasks

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ISO 9001 REMEDIAL REQUIREMENTS

to develop methods and procedures for measuring and tracking the customers satisfaction level on an ongoing basis.

needs to plan and perform internal audits on a regular basis to track the status of the organizational QMS.

be monitored using a set of key performance indicators

need to ensure that such products are not released to the customers IF a product does not meet its requirements

the data collected in the measurement processes are analyzed for making objective decisions.

efforts must be made to improve the processes

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ISO 9000

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ISO 9000 ADVANTAGES

Creates a more efficient & effective operation

Raises customer satisfaction & retention

Enhances marketing

Improves employee motivation, awareness, and morale

Promotes international trade

Increases profit & productivity

Reduces waste

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QS DOCUMENTATION

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Quality

Manual

Level 1 Defines

Approach and Responsibility

Procedures

Level 2 Defines

Who, What, When

Work/Job

Instructions Level 3 Answers

How

Records/Documentation

Level 4 Results: shows that

the system is operating

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Q/A ?!