unit1. introduction and history of quality - ocw...
TRANSCRIPT
Just a few of History
• Craftsmanship (products are very appreciated by
clients).
• Trades (specializations, market control).
• Industrial Revolution (technical specializations,
measuring, standardization).
• Taylorism (scientific work organization, functions
division: planning and execution).
• Quality Engineering (complexity and production
growing).
2 Software Quality
MVP in Quality History
JOSEPH JURAN (1904- 2008)
Father of quality
• Quality is freedom for failures and deficiencies • delay on: delivering, service failures, etc.
• wrong invoices,
• contract cancellations, …
• is cost-oriented and consists of freedom from failures and deficiencies; in this sense, higher quality usually costs less
3 Software Quality
MVP in Quality History
JOSEPH JURAN (1904- 2008)
Father of quality
• Quality: product adaptation to use. • is income-oriented, and consists of those features of
the product which meet customer needs and thereby produce income; in this sense, higher quality usually costs more.
4 Software Quality
JURAN Trilogy
• Quality Planning: to provide production
medias to create products which can
meet customer’s needs.
• Quality Control: to define metrics and to
measure.
• Quality Improvement: to optimize
products and processes.
5 Software Quality
KAORU ISHIKAWA (1915- 1989)
Father of total quality.
(cost-effect diagram)
• Total quality is achieved when you get an useful and cheep product which met consumer’s needs.
MVP in Quality History
6 Software Quality
ISHIKAWA’s keys
• Quality starts and ends with education.
• First step in quality is to know client requirements.
• Quality ideal state is achieved when inspection is not
needed anymore.
• You have to remove problem’s root, not symptoms.
• Every worker is responsible for quality control.
• Quality is first and then profits.
7 Software Quality
PHILIP B. CROSBY (1926-2001)
Zero defects
• Total quality is requirements
accomplishment, where system is
prevention, standard is zero defects and
measure is the price of non-conformance.
MVP in Quality History
8 Software Quality
CROSBY’s steps(1)
1. Make it clear that management is committed to quality
2. Form quality improvement teams with representatives from each department
3. Determine how to measure where current and potential quality problems exist
4. Evaluate the cost of quality and explain its use as a management tool
5. Raise the quality awareness and personal concern of all employees
6. Take formal actions to correct problems identified through previous steps
7. Establish a committee for the zero defects program
9 Software Quality
CROSBY’s steps(2)
8. Train all employees to actively carry out their part of the quality improvement program
9. Hold a “zero defects day” to let all employees realize there has been a change
10. Encourage individuals to establish improvement goals for themselves and their groups
11. Encourage employees to communicate to management the obstacles they face in attaining their improvement
12. Recognize and appreciate those who participate
13. Establish quality councils to communicate on a regular basis
14. Do it all over again to emphasize that the quality improvement program never ends
10 Software Quality
Crosby’s absolutes
• Quality means conformance to requirements –if you
intend to do it right the first time, then everyone must
know what it is
• Quality comes from prevention. Vaccination is the way
to prevent organizational disease. Prevention comes
from training, discipline, example, leadership, and so
forth.
• Quality performance standard is zero defects –errors
should not be tolerated
• •Quality measurement is the price of nonconformance
11 Software Quality
MVP in Quality History
SHIGEO SHINGO (1909-1990)
POKA-YOKE Systems (to avoid
(yokeru) errors without intention
(poka))
•To make human error impossible
•To highlight errors
12 Software Quality
Others Quality definitions
• Requirements conformity and functional confiability
(Deming).
• The totality of features and characteristics of a product or
service that bears on its ability to satisfy given needs (ISO).
• “An effective system for integrating the quality
maintenance and quality improvement efforts of the
various sectors of an organization so as to enable
marketing, engineering, production, and service at the most
economic levels which will allow for full customer
satisfaction.” (Feingenbaun, Deming & Juran).
13 Software Quality
Quality’s views
• Based on user (to fit the purpose)
• Based on manufacturer (to fulfill
requirements).
• Based on the product (economic)
• Based on the value (cheap price)
• Transcendental (innate excellence)
14 Software Quality
Quality management
Programmed
Quality
(Organization)
Obtained Quality
(Material &
Human Resources)
Needed
Quality
(Customer)
Expected
Quality
15 Software Quality
Quality elements
Key elements in quality management are:
• Good practices: Methodology, processes
under control to analyze and to optimize.
• People: Plans developers and plans
executors.
• Tools: Which helps in quality management.
• Metrics and measures: Data to evaluate and
to improve processes. 16 Software Quality
Quality advantages
• Reducing deadlines.
• Reducing costs.
• Reducing defects.
• Increasing customer satisfaction.
• Increasing productivity and profits.
17 Software Quality
Software features
• It is abstract.
• It is developed, not manufactured.
• Cost are about design, not about production.
• Fault function is different, time doesn’t it
worse.
• Complex maintenance.
• It is supposed to be easy to make changes.
• Software with errors is not rejected. 18 Software Quality
Software quality
Three different levels:
• Software product level.
• Project level, quality should be present at every phase during development.
• Process level, to manage every organization process.
19 Software Quality
Quality management
PROJECT MANAGEMENT
PRODUCT MANAGEMENT
PROCESS MANAGEMEN
CMMI SPICE
Integration
Manag.
Scope
Manag.
Time
Manag.
HHRR
Manag.
Communication
Manag. Quality
Manag.
Costs
Manag.
Risk
Manag.
Logistic
Manag.
Safety Testing
To prove
safety
Problems
diagnostic
To plan
safety Adjustment
Performance Testing
Assessment Problems
diagnostic
To plan
capacity Adjustment
Functional Testing
To automate
cases of use
To execute
testing
scenarios
Testing
Plan
To analyze defect
reports
Requirement Manag.
Business Requirement
Testing
strategy
Cases of
use
Testing Requirement
20 Software Quality
Environment for Quality
Management
Reports & Analysis
Quality
Objectives
Testing
Development
Requirement
Management
Testing
Execution
Testing
Strategy
Defects
Management
Testing files
Management
Deliveries
Management
Support and environment management
Environment
Management
Shared
services
Tools
Management
21 Software Quality
Product Quality
• Reliability.
• Functionality.
• Usability.
• Efficiency.
• Maintainability.
• Portability.
22 Software Quality
Quality during the Development
Process
• Systematic series of actions leading to reach
an objective.
• It should be oriented, be capable of and
legitimate.
• It must be well planed.
• Planning have to provide every needed
resource to reach objectives.
23 Software Quality
Immature Organization
• Reactionary (to immediate problems).
• Processes specification (poor and without rigor).
• Project management (improvised, individual level).
• Product quality (sacrificed many times).
• Product or process evaluation (subjective).
• Successful projects (by heroes). 24 Software Quality
Mature Organization
• Well communicated and processes are planed.
• Roles and responsibilities well defined at levels of project and organization.
• Change adaptation (market and technology).
• Quality and customer satisfaction (with processes and products).
• Heroes mobility (they can transfer their experiences).
25 Software Quality
Standards
UNE
EN
ISO
Normas
AENOR Asociación
Española de Normalización y
Certificación
CEN European Committee
Standardization
ISO International
Standard Organization
Organization
Spanish
European
International
SCOPE
27 Software Quality
(ISO 8402:1994) Terminology
Quality management and quality assurance –
vocabulary
Quality management system [Wikipedia]
http://www.iso.org/iso/iso_catalogue/catalogue_ics/catalogue_detail_ics.htm?csnumber=20115
•This standard is a revision of ISO 8402:1986
•It has been also revised by ISO 9000:2000
28 Software Quality
ISO 8402 - Terminology
Quality: “Set of features and characteristic of a
product or service that bears on its ability to
satisfy stated or implied needs”.
Quality control: “Set of operational techniques
and activities to fulfill requirements of quality”. (see definitions in standard)
29 Software Quality
ISO 8402 - Terminology
Quality guarantee: “Set of systematic and
planned actions needed to provide that a
product or service will fulfill the given
quality requirements”.
30 Software Quality
ISO 8402 - Terminology
Quality management: … “Aspect of management
function, which determines and applies quality
police, objectives and responsibilities, and they
are performed by quality planning, quality
control, quality assurance and quality
improvement”.
31 Software Quality
ISO 8402 - Terminology
Quality management system: “System
including organizational structure,
responsibilities, procedures, processes and
resources needed to implement quality
management”.
32 Software Quality
Software quality
Software quality is the grade in which a system, compound or process fulfills its requirements and the needs of a customer or user”
(IEEE, Std. 610-1990). IEEE Standard Glossary of Software Engineering Terminology
33 Software Quality
QC vs. QA
Quality Control (QC)
• Reactive.
• Product oriented.
• Control team responsibility.
• Verify present features.
Reviews
Inspections
Tests
Quality Assurance (QA)
• Preventive y Proactive.
• Process oriented.
• Organization responsibility.
• Identify weakness of processes.
Auditory
Definitions
Training
34 Software Quality
Quality
improvement
Quality
control
Quality guaranty
Total Quality
time
Defects detection
Defects prevention
Continuous improvement
Quality evolution
35 Software Quality
Quality evolution
Quality
Control
Inspection techniques during
production to avoid faulty
goods.
• To satisfy technical
requirement of a
product.
Quality
Guaranty
Organizational systems and
procedures to avoid faulty
goods production.
• Customer satisfaction.
• Error prevention.
• Cost reduction.
• To be competitive.
Total Quality
Business administration theory
focused on the permanent
satisfaction of customer
expectations.
• To satisfy external and
internal customer.
• To be highly
competitive.
• Continuous
improvement.
36 Software Quality