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, People
Technology
Infra, People
Technology
Project Management

Project Management
Plan Track Control Measure
Efforts
Schedule
Quality
Cost
Risks
Resources

Success Tips
Right Project
Management
Right 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 hour
What 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

Objectives
There are 3 levels of quality achievements
• Organizational level
• Management level
• Project Level
To 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 - Management
Basics 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 related
3. 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 statement
To 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 Management
Quality 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 Management
How 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
Measure
Next?

Quality Assurance Group - QAG

Fact & aim
Successful 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 ProductivityImprove 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 ProductivityImprove 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 ProductivityImprove 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 ProductivityImprove 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

Methodology
Short Term Goals
• Teaming
• Training
• Formalize a process of QA for all projects
• Measure Effectiveness of QA
• Tune QA process
Long 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 Happy
Black 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
Process
Improvement
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 functionality
Purpose 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 Roadmap
Communication to
management & Sales
Appointing Leader
Team 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 & Assurance
Measurement & Analysis
Prevention & Improvement
Quality Management, Control & Assurance
Measurement & Analysis
Prevention & Improvement
Process change
Initiatives
Acceptance
Process change
Initiatives
Acceptance
Process Improvement
Training & Education
Implementation
Process Improvement
Training & Education
Implementation
StructureStructure
People
Skills
Performance
Reward
Development
Leaders
People
Skills
Performance
Reward
Development
Leaders
Software
Solutions
Deliveries
Client Delight
More
business
Software
Solutions
Deliveries
Client Delight
More
business
Project Management
Plan, Track, Monitor & Control, Communication
Effort, schedule, Quality, Cost, Resource, Risk
Project Management
Plan, Track, Monitor & Control, Communication
Effort, schedule, Quality, Cost, Resource, Risk
Business process improvements

Unique Innovative Functionality
1
1
2
Telelogic provides key functionality
• CMMI compliance
• Strategic QA
• Project scheduling
• Effort estimation
• Causal analysis
• Process enforcement
• Duplicate management

ISO9000-
2001
Certified
SEI CMM
IV
Ability
SEI 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
ContinuouslyContinuously
ImprovingImproving
PredictablePredictable
Standard, ConsistentStandard, Consistent
Disciplined ProcessDisciplined Process
Ad-hoc ProcessAd-hoc Process
Five steps staged Framework

CMM
Level 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

CMM
Level 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 & resolution
Issue 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
responsibility
Too many interventions to be avoided
Bandwidth of PM Dedicated front end team member for
client communication & reporting
PM 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 / Control
Awareness,
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
Knowledge/Tech.Management
Right Facilities
Right Skills / Motivation
RightManagement
(Plan/Measure/Control)
Right Processes
Right
Communication
Trust and Comfort Feel
QualityofResponse Value for Money
Tech./ Domain Skills / Experience
SpeedofResponse
Human Resource Management
Facility/Infrastructure
Right Skills / Motivation Finance Management
EXECUTION
MARKETING
ORGANISATION
 Minimum Defects
 Timely Delivery
 Minimum TCC

Thank You
Author has worked at as Sr management professional
Vertex Software, now NTTData
Tech Mahindra
SoftBridge 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

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