Quality Concepts

Quality Certification Program

Section 1.1 : General Awareness Session
QCP_Slide - <1>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9000 & SEI CMM Level 5 Company
 Table of Contents

§ Objectives
§ What is Quality?
§ Quality Principles and Concepts
§ Quality Leadership
§ Definition of Software Quality
§ Quality Baselines (Assessments and Audits)
§ Quality Planning
§ Define, Build, Implement and Improve Work Processes
§ Quality Control Practices
§ Metrics and Measurement
§ Internal Control and Security
§ Further Information
QCP_Slide - <2>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Objectives

§ The following ten knowledge categories are covered to understand

and apply the principles, which include the quality vocabulary,
various ways of defining quality, key concepts, distinguishing
between quality control and quality assurance, and the
contributions of quality pioneers:
§ Quality Principles and Concepts;
§ Quality Leadership;
§ Software Quality – SQA, SQC, SQE;
§ Quality Baselines;
§ Quality Planning;
§ Define, Build, Implement and Improve Work Processes;
§ Quality Control Practices;
§ Metrics and Measurement;
§ Internal Control and Security;
§ Vocabulary of Models & Standards.
QCP_Slide - <3>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 What Is Quality?

§ The totality of features and characteristics of a

product or service that bear on its ability to satisfy
stated or implied needs;
§ consistent performance of a uniform product
meeting the customer's needs for economy and
function;
§ to be at a high degree of excellence; something
that is good or well done;
§ the totality of an entity’s properties which make it
capable of satisfying an expressed or hypothetic
need, that is, acceptability or suitability for a given
purpose;
§ Conformance to requirements or fitness for use.
QCP_Slide - <4>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Vocabulary of Quality

§ Processes
§ A Process is a set of practices performed to achieve given purpose; it may
include Tools, Methods, materials and/or People.
§ A set of interdependent Means and Actions which transform the input
elements into output ones.
§ Process quality is focused on building the PRODUCT RIGHT. Whereas,
Product quality concentrates on building the RIGHT PRODUCT.
§ Products
§ Product is a result of process. If there is no quality in process, the quality
of the product could get affected. So, we should ensure both Process and
Product quality.
§ Defects
§ Defect is referred as a bug or fault which is an imperfection in a software
work product or process.

Input Process Steps Output (Product)

QCP_Slide - <5>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Principles & Objectives

§ Vocabulary of quality - understanding the vocabulary used to explain and

implement quality in an IT organization. Includes terms such as quality,
processes, defects and products.
§ The different views of quality - an understanding of how quality is viewed
from a producer of products, a customer/user of products, and suppliers
of products. These different definitions result in a quality gap.
§ Quality concepts and practices - an overview of the more prevalent
concepts, approaches and practices used by quality professionals to
implement and improve quality. These include:
i. the PDCA Cycle (Plan-Do-Check-Act)
ii. the Cost of Quality
iii. Six Sigma Methodology
iv. Baseline and Benchmarking
v. Earned Value
§ Quality control and quality assurance - understanding the difference
between quality control and quality assurance, definitions, activities, and
processes.
§ Quality pioneers approach to quality - includes quality pioneers such as
Dr. W. Edwards Deming, Philip Crosby, and Dr. Joseph Juran.
QCP_Slide - <6>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Pioneers approach to
Quality
Philip Crosby

Conformance to Requirements

Dr. W. Edwards Deming

The Ability of a Product or Service to Meet the Expectations

of Customers

Dr. Joseph Juran

Fitness for Use

QCP_Slide - <7>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Definition of Software Quality

Software Quality
§ The discipline of software quality is a planned and systematic
set of activities to ensure quality is built into the software. It
consists of software quality assurance, software quality
control, and software quality engineering. As an attribute,
software quality is :
§ the degree to which a system, component, or process meets
specified requirements.
§ the degree to which a system, component, or process meets
customer or user needs or expectations.

Software Quality

Software Quality Software Quality Software Quality

Assurance Control Engineering
QCP_Slide - <8>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Software Quality

Software Quality

Explicit Implicit

Functional Non-Functional Documented Standards

§ What the system § Security § Defined by the § Ease of use

has to do? customer
§ Reliability § Pleasant UI
§ Features required § Defined by the
§ Maintainability
project
§ Input-Output
§ Reusability
§ Defined by the
§ Business Logic
§ Performance technology
QCP_Slide - <9>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Software Quality Factors

§ Functionality
FUNCTIONALITY à Function Expressed in the Requirements
§ Maintainability
§ Consistency
USABILITY à Ease of Use, Aesthetics, Consistency and
§ Testability Online Help
§ Portability
§ Usability RELIABILITY à Integrity, Structure and Stress

§ Structuredness
§ Reliability PERFORMANCE à Processing Speed, Response Time,
and Throughput
§ Efficiency
§ Integrity
SUPPORTABILITY à Multiple Browser, Installation on
§ Security Different HW/SW Configurations

P.S: Can refer to Speaker Notes for details

QCP_Slide - <10>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Different views on Quality

§ Quality from the producer’s point of view:

§ A product is a quality product if it conforms to the
Statement of Requirements that defines the product
§ Quality from the customer’s point of view:
§ A product is a quality product if it is fit for use

Finally the different views are bridged when the

common goal is that :
“A product is a quality product if it is defect
free”
QCP_Slide - <11>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 SQA, SQC & SQE

§ Software Quality Assurance (SQA): The function of software

quality that assures that the standards, processes, and procedures
are appropriate with the purpose of ensuring that the producers or
final users get a standard quality product or service.

§ Software Quality Control (SQC): The function of software

quality that checks that the project follows its standards, processes,
and procedures, and it fulfills the demands for quality products or
services tailored to suit the final users’ needs. The aim is to reach a
satisfactory, appropriate, economical and reliable quality.

§ Software Quality Engineering (SQE): The function of software

quality that assures that quality is built into the software by
performing analyses, trade studies, and investigations on the
requirements, design, code and verification processes and results to
assure that reliability, maintainability, and other quality factors are
met.
QCP_Slide - <12>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 QA – QC Differentiators
Quality Assurance Quality Control
Establishes and evaluates the Verifies the product meets
processes which produce the standards
Products

Is oriented towards preventing Is designed primarily to detect

defects from occurring and correct defects
Responsible for managing Focuses on inspections, testing,
quality removal of defects before
shipment of products

Is performed by specialists with Is performed by the Group

the knowledge and understanding responsible for the development
Standards/Models/Processes of the product as well as
specialists
QCP_Slide - <13>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Leadership

§ The most important prerequisites for successful

implementation of any major quality initiative are leadership
and commitment from executive management.
§ Management to create a work environment supportive of
quality initiatives.
§ Management’s responsibility to establish strategic objectives
and build an infrastructure that is strategically aligned to
those objectives.
§ Requires management processes to establish the foundation
of a quality-managed environment, as well as commitment,
new behaviors, building the infrastructure, techniques,
approaches and communications.
QCP_Slide - <14>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Leadership Concepts

1. Executive and Middle Management Commitment

2. Quality Champion
3. New Behaviors for Management
a. Traditional Management versus Quality Management
(differences in philosophy)
b. Leadership (modeling, coaching, reinforcing)
c. The importance of establishing mentoring relationships
d. Establishing Trust
4. Empowerment of employees
QCP_Slide - <15>

@ Copyright ITCINFOTECH INDIA LIMITED

 Quality Management
Infrastructure & Environment
1. Quality Management Infrastructure
1. Quality Council
2. Management Committees
3. Teams and Work Groups
4. Process Improvement review teams

2. Quality Environment
1. Setting the proper “tone” at the top
2. Code of Ethics
3. Open communication
4. Implementing a mission, a vision, goals, values and a quality policy
5. Monitoring compliance to organizational policy and procedures
6. Enforcement of organizational policies and procedures
QCP_Slide - <16>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 What Is Quality Management?

§ Having well defined processes that are documented,

used and living;
§ Having Quality Control that checks the Quality of the
products- reviews, testing;
§ Having Quality Assurance that checks that the
processes and Quality Control are working , efficient
and effective.

Thus : “Quality is Everyone’s Job”

QCP_Slide - <17>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Management System

Every process definition in the QMS follows an ETVX Model.

Tasks
Entry Exit
Input Criteria
Validation &
Criteria Output
Verification

E - Entry criteria which must be satisfied before a set of tasks can be performed in
that process.
T - The set of tasks to be performed.
V - Verification & Validation process to ensure that right tasks were performed. If an
activity fails in the Validation Check, either corrective action is taken or a rework is
ordered.
X - Stands for the Exit criteria or the outputs of the tasks.
QCP_Slide - <18>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Baselines

§ Establish baselines of performance for quality,

productivity and customer satisfaction.

§ These baselines are used to document current

performance and document improvements by
showing changes from a baseline.

§ In order to establish a baseline, a model and/or

goal must be established for use in measuring
against to determine the baseline.
QCP_Slide - <19>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Baselines

§ Why Baselines are needed?

§ Measure current level of performance
§ Basis for establishing improvement goals
§ Means to measure improvement

§ Methods Used for Establishing Baselines

§ Customer Surveys
§ Benchmarking
§ Assessments against industry models
§ Assessments against management established criteria
(e.g. software requirements and user acceptance criteria)
QCP_Slide - <20>

@ Copyright ITCINFOTECH INDIA LIMITED

 Quality Baselines
§ Model and Assessment Fundamentals
§ Purpose of a Model
§ Types of Models (staged and continuous)
§ Model Selection Process
§ Using Models for Assessment and Baselines
§ Industry Quality Models
§ Software Engineering Institute Capability Maturity
Model/CMMI
§ Malcolm Baldrige National Quality Award
§ ISO 9001:2000
§ ISO/IEC 12207
§ ISO/IEC TR 15504
§ Post Implementation Audits
QCP_Slide - <21>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Planning

§ Executive management establishes the vision

and strategic goals.
§ Planning is the process that describes how
those strategic goals will be accomplished.
§ Quality planning should be integrated into the
software plan so that it becomes a single plan.
In simplistic terms, the software plan
represents the producer and the quality plan
represents the customer.
QCP_Slide - <22>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Define, Build, Implement &
Improve
Process Management Concepts
1. Definition of a Process
2. Why Processes are Needed (management and team
perspectives)?
3. Process Components (standards, input, work and check
procedures, output/deliverables)
4. Process Categories
a. Management Processes
b. Work & Check Processes
c. The Process Maturity Continuum (products and services,
work and check processes, customer involvement)
d. How Processes are Managed?
e. Process Template
QCP_Slide - <23>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Define, Build, Implement &
Improve
Process Management Processes
1. Planning Processes
a. Process Inventory
b. Process Mapping
c. Process Planning
2. Do Process
a. Process Definition
3. Check Processes
a. Process Measurement
b. Testing
4. Act Processes
a. Process Improvement Teams
b. Process Improvement Process
QCP_Slide - <24>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 PDCA Cycle

4. Take the Necessary 1. Devise a Plan

Action Define Documented
Corrective & QMS
Preventive Action

Act Plan

3. Check the Check Do

2. Execute the Plan
Results
Implement Design
Check Internal
Audits Control

Dr. W. Edwards Deming, who is considered by many to be the father of modern quality control;
QCP_Slide - <25>

however referred to it as "Shewhart cycle."

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 ISO 9001:2000 – The 8 Quality
Management Principles
§ Customer Focus
§ Leadership
§ Involvement of People
§ Process Approach
§ System Approach to Management
§ Continual Improvement
§ Factual Approach to Decision Making
§ Mutually Beneficial Supplier Relationship
QCP_Slide - <26>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Cost of Quality

§ Cost of Conformance (CoC)

§ It is the total cost of ensuring that a product is of good “Quality”.
§ It includes costs of “Quality Assurance” activities such as standards,
training, and processes; and costs of “Quality Control” activities such as
reviews, audits, inspections, and testing.
COC represents an organization's investment in the quality of its
products.
§ Cost of Non-Conformance (CoNC)
§ Represents the total cost to the organization of failure to achieve a good
“Quality” product.
§ CoNC includes both in-process costs generated by quality failures, such
as the cost of fixing bugs and the cost of dealing with customer
complaints, the costs of the wasted time, the missed milestones, and the
overtime to get back onto schedule.
QCP_Slide - <27>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Control Practices
§ Why?
1. As total Quality Control is the most necessary inspection
control .
2. If the original specification does not reflect the correct
quality requirements, quality cannot be inspected or
developed into the product.
3. As all parameters of a product or service should include
not only the material and dimensions but operating,
environmental, safety, reliability and maintainability
requirements.
4. As “Control" - under statistical control - is a three step
process of specification, production, and inspection.
QCP_Slide - <28>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Quality Control Practices
§ Quality control practices should occur during product
development, product acquisition, product construction at
the end of development/acquisition and throughout product
change and operation.

§ During development, the quality control process is

frequently called verification and at the conclusion of
development, it is called validation.

§ Testing Concepts
§ Verification & validation Techniques
§ Software Change Control
§ Defect Management
QCP_Slide - <29>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Audit Activities
§ Internal Audits
§ Periodical Internal audits by the Quality group
§ Half-yearly External Audits by Authorized ISO
Auditors
§ Compliance to processes and standards
§ Continuing suitability of processes
§ Continuous improvement and their parameters
§ Re-certification Audit Once in 3 Years
QCP_Slide - <30>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Audit Findings
§ Corrective actions
§ Steps that are taken to remove the causes of existing
nonconformities;
§ Address actual problems, ones that have already
occurred;
§ A problem solving process.
§ Preventive actions
§ Steps that are taken to remove the causes of potential
nonconformities;
§ Address potential problems, ones that haven't yet
occurred;
§ A risk analysis process.
QCP_Slide - <31>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Audit Findings

§ Best Practice
§ In addition to compliance best practices followed
§ Observations
§ Potential non-compliance
§ NC
§ Non-compliance
QCP_Slide - <32>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Metrics & Measurements
§ A properly established measurement system is used to
help achieve missions, visions, goals, and objectives.
§ Measurement data is most reliable when it is generated
as a by-product of producing a product or services.
§ The QA analyst must ensure that quantitative data is
valued and reliable, and presented to management in a
timely and easy-to-use manner.
§ Measurement is used to gauge the status, effectiveness
and efficiency of processes, customer satisfaction,
product quality, and as a tool for management to use in
their decision-making processes.
§ Measurement in Software
1. Product Measurement (size, complexity, quality and
customer perception)
2. Process Measurement
QCP_Slide - <33>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Internal Control & Security

§ Privacy laws and increased accessibility to data have

necessitated increased security.

§ Increased importance on building and maintaining

adequate systems of internal control.

1. Principles and Concepts of Internal Control and Security

2. Risk, Internal Control and Security Models
3. Building Controls into Software Systems
4. Assuring Adequacy of Internal Control and Security
QCP_Slide - <34>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 List of Standards & Models

§ ISO 9001:2000 : A series of standards, developed by the International

Organization of Standardization (ISO).
§ SEI CMM : The Capability Maturity Model for Software (CMM), developed by
the Software Engineering Institute.
§ SEI – CMMI : The Capability Maturity Model for Software Integration (CMMi),
developed by the Software Engineering Institute.
§ ISO 20000 : It promotes the adoption of an integrated process approach to
effectively deliver managed services to meet business and customer
requirements.
§ Six Sigma : A problem-solving philosophy, measure, and methodology.
§ ISO 27001 (BS7799) : Information Security Management System based on
British Standard BS 7799 (now known as ISO 27001).
§ ITIL : Information Technology Infrastructure Library (ITIL) framework
essentially defines how to organize the system and network management
departments within individual organizations.
QCP_Slide - <35>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 It’s easier to become a Champion,
difficult to remain

As regards Quality, every apparent finish line is

actually a start line !
The achievement of quality or the “fitness-for-purpose” is “Quality
QCP_Slide - <36>

Awareness” throughout the company.

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Further Information
§ For further advanced reading the following sites can be
checked:
§ Internal Audit -
http://www.in.kpmg.com/services/services_ias.asp
§ SQA -
www.webopedia.com/TERM/S/Software_Quality_Assurance.html
§ Software Quality - http://en.wikipedia.org/wiki/Software_quality
§ For QCP Test
§ It is an online exam with a duration of 30 mins. for the mandatory
test of 50 Multiple Choice Questions and to qualify, one should
accrue minimum 70 credit points from the overall test.

All the Best!

QCP_Slide - <37>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9001 & SEI CMM Level 5 Company
 Thank You
QCP_Slide - <38>

@ Copyright ITCINFOTECH INDIA LIMITED An ISO 9000 & SEI CMM Level 5 Company