MTAT Software Engineering Management

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1 MTAT Software Engineering Management Lecture 17: Other SPI Frameworks and QM Systems Dietmar Pfahl Spring

2 Structure of Lecture 17 Other SPI Frameworks People CMM TMMi Agile Maturity Matrix QIP QM Systems ISO 9000 Series: Quality Management Total Quality Management (TQM) / EFQM

3 People CMM (P-CMM) Supports Organisations to: Characterize the maturity of their workforce practices Set priorities for immediate action Integrate workforce development with process improvement Become an employer of choice Source: Wikipedia

4 See link on course wiki for full presentation

5 Test Maturity Model (TMM) Levels Maturity goals and sub-goals Scope, boundaries, accomplishments Activities, tasks, responsibilities Assessment model Maturity goals Assessment guidelines Assessment procedure

6 Current level Target level Agile Maturity Matrix 4 levels Example: Nortal (cf. Lecture by Alar Huul)

7 Agile Maturity Matrix Example: Vodafone, UK

8 Quality Improvement Paradigm QIP QIP Quality Improvement Paradigm, Victor Basili, University of Maryland

9 QIP Focus on Learning QIP Also included: project level and local feedback meetings. Learning on three levels!

10 Structure of Lecture 17 Other SPI Frameworks People CMM TMMi Agile Maturity Matrix QIP QM Systems ISO 9000 Series: Quality Management Total Quality Management (TQM) / EFQM

11 ISO Standards ISO 9000: 1994 (ISO ) ISO 9001: 2000

12 ISO 9000 Series What is it? It is an international quality management system standard applicable to organizations within all type of businesses. It addresses: internally an organization s processes and methods, and externally the quality of delivered products and services. It is a process oriented approach towards quality management, i.e., it proposes designing, documenting, implementing, supporting, monitoring, controlling and improving each of the following processes: Quality Management Process Resource Management Process Regulatory Research Process Market Research Process Product Design Process Purchasing Process Production Process Service Provision Process Product Protection Process Customer Needs Assessment Process Customer Communications Process Internal Communications Process Document Control Process Record Keeping Process Planning Process Training Process Internal Audit Process Management Review Process Monitoring and Measuring Process Nonconformance Management Process Continual Improvement Process

13 ISO 9000:1994 Standard Family (1) ISO 9001: Quality systems -- Model for quality assurance in design, development, production, installation and servicing ISO 9002: Quality systems -- Model for quality assurance in production, installation and servicing ISO 9003: Quality systems -- Model for quality assurance in final inspection and test ISO 9004: Guidelines for Quality Management and Quality System Elements

14 ISO 9000:1994 Standard Family (2) ISO : Guidelines for Selecting and Using ISO 9000 Concepts and Standards ISO : Guidelines for applying the ISO 9001:1994, ISO 9002:1994, and ISO 9003:1994 quality management standards ISO : Guidelines for Applying ISO 9001:1994 to Computer Software ISO : Guidelines for Designing and Managing Product Dependability Programs

15 ISO 9000:2000 Standard Family Since 2000, the ISO 9000 family consists of a core of three International Standards plus many associate quality standards, technical reports and guides (two of which are mentioned below). The family consists of: ISO 9000: 2000 Quality management systems Fundamentals and vocabulary ISO 9001: 2000 Quality management system Requirements* ISO 9004: 2000 Quality management system Guidelines for performance improvement Associated with the above are: ISO Quality assurance requirements for measuring equipment Metrological confirmation system for measuring equipment ISO Auditing quality and environmental management systems * An update was issued in 2008 with clarifications but no new requirements.

16 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

17 ISO : Management Responsibility (1) Quality policy Define a policy that describes your organization's attitude towards quality. Your quality policy should: State a clear commitment to quality. Recognize customer needs and expectations. Be actively supported by senior management. List the quality objectives you want to achieve. Be understood by everyone in the organization. Be consistent with your organization's goals. Be maintained throughout your organization. Be applied throughout your organization.

18 ISO : Management Responsibility (2) Organization Define the organizational structure that you will need in order to manage a quality system. Responsibility and authority: Define quality system responsibilities, give quality system personnel the authority to carry out these responsibilities, and ensure that the interactions between these personnel are clearly specified. And make sure all of this is well documented. Resources: Identify and provide the resources that people will need to manage, perform, and verify quality system work. Management representative: Appoint a senior executive to manage your quality system and give him or her the necessary authority. This senior executive must ensure that your quality system is developed and implemented.

19 ISO : Management Responsibility (3) Management review Define a procedure that your senior managers can use to review the effectiveness of your quality system. Quality system reviews should be: Carried out on a regular basis. Documented and records should be maintained. Quality system reviews should ensure that your: Quality system requirements are being met. Quality objectives are being achieved. Quality policy is being applied.

20 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

21 ISO : Quality System General Develop a quality system and a manual that describes it. Your quality system should ensure that your products conform to all specified requirements. Your quality manual should: state your quality policy; list your quality objectives; provide an overview of your quality system; describe the structure of your organization; discuss your quality system procedures; introduce your quality documents and records; teach people about your quality system; control quality system work practices; guide the implementation of your quality system; explain how your quality system will be audited. Quality system procedures Develop and implement quality system procedures that are consistent with your quality policy. Quality planning Develop quality plans that show how you intend to fulfill quality system requirements. You are expected to develop quality plans for products, processes, projects, and customer contracts.

22 ISO : Quality System Quality planning for software Develop quality plans to control your software development projects. Your quality plans should control: Project implementation. Project schedules. Project resources. Project approvals. Project phases. When a phase can begin. When a phase has been completed. Your quality plans should define: Quality requirements. Responsibilities. Authorities. Life cycle model. Review methods. Testing methods. Verification methods. Validation methods. Develop detailed quality plans and procedures, and define specific responsibilities and authorities to control: Configuration management. Product verification. Verification of your developed products. Verification of your purchased products. Verification of your customer-supplied products. Product validation. Validation of your developed products. Validation of your purchased products. Nonconforming products. Corrective actions. Your quality plans may include or refer to: Generic project, product, or contract procedures. Special project, product, or contract procedures. Your quality plan can be a separate document or it can be part of another larger document. Or, it can be made up of several specific documents. Your quality plan should be updated and refined as your software development plan is implemented. Make sure that all participating groups and organizations get a chance to review and approve the quality plan before it is implemented.

23 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

24 ISO : Software Development and Design General Develop and document procedures to control the product design and development process. These procedures must ensure that all requirements are being met. Design and development planning Create design and development planning procedures. Organizational and technical interfaces Identify the groups who should be routinely involved in the product design and development process, and ensure that their design input is properly documented, circulated, and reviewed. Design input Develop procedures to ensure that all designinput requirements are identified, documented, and reviewed; and that all design flaws, ambiguities, contradictions, and deficiencies are resolved. Design output Develop procedures to control design outputs. Design review Develop procedures that specify how design reviews should be planned and performed. Design verification Develop procedures that specify how design outputs, at every stage of the product design and development process, should be verified. Design validation Develop procedures that validate the assumption that your newly designed products will meet customer needs. Design changes Develop procedures to ensure that all product design modifications are documented, reviewed, and formally authorized before the resulting documents are circulated and the changes are implemented.

25 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

26 ISO : Product Inspection and Testing (1) General Develop procedures to inspect, test, and verify that your products meet all specified requirements. Develop procedures to inspect, test, and verify that incoming products meet all requirements. Develop procedures to inspect, test, and verify that in-process products meet all requirements. Develop procedures to inspect, test, and verify that final products meet all requirements. Ensure that appropriate product inspection and testing records are developed and that these records are properly maintained.

27 ISO : Product Inspection and Testing (2) Receiving inspection Develop procedures that ensure that incoming products are not used until you have verified that they meet all specified requirements. Inspection of incoming products Your procedures should ensure that incoming products are inspected and approved before they are used or processed. All incoming products must conform to specified requirements. Inspections done by subcontractors If your subcontractors (your suppliers) carry out some of the required inspections and if they provide you with recorded evidence which demonstrates that their products are, in fact, acceptable, then your procedures should not ask you to repeat these inspections. Use of products prior to inspection If products must be used prior to inspection, your procedures should tell you to identify and record them so that they can be quickly recalled and replaced if they subsequently do not meet all requirements.

28 ISO : Product Inspection and Testing (3) In-process inspection and testing Develop procedures that ensure that work in process meets all requirements before work is allowed to continue. Final inspection and testing Develop procedures to ensure that final products meet all requirements before they are made available for sale. Inspection and test records Develop a record keeping system that your staff can use to document product testing and inspection activities.

29 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

30 ISO : Corrective and Preventive Action (1) General Develop procedures to correct or prevent nonconformities. Corrective or preventive actions should eliminate the causes of nonconformity. Corrective or preventive actions should consider how big the problem is and how much risk is involved. When corrective or preventive actions indicate that systemic or procedural changes should be made, make sure that these changes are implemented. Make sure that corrective and preventive actions and changes are properly documented. Corrective actions may affect: Software items and products. Software life cycle processes. Use configuration management procedures to control corrective actions that affect software items and products. Use document and data control procedures to control corrective actions that affect software life cycle processes.

31 ISO : Corrective and Preventive Action (2) Corrective action Develop procedures to ensure that nonconformities are identified and corrected without delay. Ensure that: Nonconformity reports are handled properly. Customer complaints are handled effectively. Causes of nonconformity are investigated and recorded. Corrective actions are promptly implemented. Corrective actions eliminate causes. Corrective actions are effective. Preventive action Develop procedures to ensure that potential nonconformities are routinely detected and prevented.

32 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

33 ISO : Training Requirements (1) Develop training procedures Develop quality-training procedures. These procedures should be properly documented, and must ensure that: Quality system training needs are identified. Quality training is provided to those who need it. People are able to perform quality system jobs. People have the qualifications they need to do the work. Accurate and appropriate training records are kept. Everyone understands how your quality system works.

34 ISO : Training Requirements (2) Address software development & management training needs Identify the training that will be needed: To develop software products. To manage software development projects. Identify your training needs by studying how software will be developed and managed. Study the tools, techniques, methods, and resources that will be used during software development. Study the field or area that will be the focus of your software product (e.g., accounting, petrochemicals, health care, manufacturing, insurance, etc.). Document the training needs that must be met. Document the qualifications that must be met. Deliver the training that will be needed: To develop your software products. To manage your software development projects.

35 Overview ISO : 20 Topics Guiding Principle: Describe what to do, do it, document it, and control that it was actually done 4.1 Management responsibility 4.2 Quality system 4.3 Contract review 4.4 Software development and design 4.5 Document and data control 4.6 Purchasing requirements 4.7 Customer-supplied products 4.8 Product identification and tracing 4.9 Process control requirements 4.10 Product inspection and testing 4.11 Control of inspection equipment 4.12 Inspection and test status of products 4.13 Control of nonconforming products 4.14 Corrective and preventive action 4.15 Handling, storage, and delivery 4.16 Control of quality records 4.17 Internal quality audit requirements 4.18 Training requirements 4.19 Servicing requirements 4.20 Statistical techniques

36 ISO : Statistical Techniques (1) Identification of need Select the statistical techniques that you will need in order to establish, control, and verify your: Process capabilities. Product characteristics. Procedures Develop procedures to: Explain how your techniques should be applied. Monitor and control how these techniques are used. Make sure that: All statistical procedures are documented. Statistical records are kept.

37 ISO : Statistical Techniques (2) Analyze process and product qualities Use statistical techniques to: Analyze software development process characteristics. Analyze software product characteristics. Use statistical data to evaluate process and product quality. Evaluate software process characteristics (qualities). Evaluate process maturity. Evaluate process outputs. Evaluate output defects. Evaluate defect resolutions. Evaluate milestone slippage. Evaluate other process characteristics. Evaluate software product characteristics (qualities). Evaluate product testability. Evaluate product usability. Evaluate product reliability. Evaluate product suitability. Evaluate product availability. Evaluate product upgradeabilty. Evaluate product maintainability. Evaluate other product characteristics.

38 ISO : Statistical Techniques (3) Select useful metrics Use effective metrics (measurable characteristics). Use metrics that are clearly defined. Use metrics that apply to software. Use metrics that apply to software development. Use metrics that apply to software products. Use metrics that are appropriate to your situation. Use metrics that apply to your development process. Use metrics that apply to your software products. Use metrics that measure quality improvement. Use metrics to measure process quality improvement. Use metrics to measure product quality improvement. Use metrics that add value to process and products. Use metrics that add value to software development. Use metrics that add value to software products.

39 Questions What s different in ISO9000 as compared to Process Assessments (e.g., CMMI)? Why do ISO9000? What benefits does it have? What risks are implied with ISO9000?

40 Total Quality Total Quality Management (TQM) EFQM

41 TQM: Total Quality Management Figure from Stephen H. Kan s Book Metrics and Models in Software Quality Engineering TQM is a style of management aiming at achieving long-term success by linking quality with customer satisfaction Other names: Total Quality Control (HP) Market Driven Quality (IBM) Experience Factory (Vic Basili) Studying customer needs, gather customer requirements, measuring customer satisfaction Achieve business and product development process improvement Creation of company-wide quality culture

42 TQM General philosophy to meet the customer s needs (not specially focused on Software Engineering) Philip B. Crosby: Quality is free: it s the missing quality of products, services and processes which cost Addresses these issues: Quality as strategic business area Active participation in quality management by the top management Sufficient training and engagement at all levels Long-term change of the organizational culture Organizing around processes, not around functions Customer satisfaction Continuous improvement

43 EFQM: European Foundation for Quality Management Is based on TQM-principles Can be taken as a practical example of TQM Used for internal and external evaluations of organizations Used as a means to identify improvement areas Used as benchmarking -tool In its extreme form as competition, i.e., to win the EFQM award

44 EFQM Business Excellence Model Enablers (500 points) Results (500 point) 3. People 90 points 7. People results 90 points 1. Leadership 100 points 2. Policy & Strategy 80 points 4. Partnerships & Resources 90 points 5. Processes 140 points 6. Customer results 200 points 8. Society results 60 points 9. Business (Performance) results 150 points Innovation & Learning

45 EFQM Evaluation Procedure: Mode: Each criterion is evaluated independently Based on questionnaires and interviews Internal: self-evaluation External: accredited experts (site visit) Tools: RADAR Scoring Matrix PATHFINDER Card ( a self-assessment tool)

46 EFQM Evaluation RADAR Scoring Matrix Approach This covers what an organization plans to do and the reasons for it. In an excellent organization the approach will be sound having a clear rationale, well-defined and developed processes and a clear focus on stakeholder needs, and will be integrated supporting policy and strategy and linked to other approaches where appropriate. Deployment This covers the extent to which an organization uses the approach and what it does to deploy it. In an excellent organization the approach will be implemented in relevant areas, in a systematic way. Assessment and Review This covers what an organization does to assess and review both the approach and the deployment of the approach. In an excellent organization the approach, and deployment of it, will be subject to regular measurement, learning activities will be undertaken, and the output from both will be used to identify, prioritize, plan and implement improvement. Results This covers what an organization achieves. In an excellent organization the results will show positive trends and/or sustained good performance, targets will be appropriate and met or exceeded, performance will compare well with others and will have been caused by the approaches. Additionally, the scope of the results will address the relevant areas.

47 EFQM Evaluation RADAR Scoring Matrix Scoring Matrix for Results

48 EFQM Evaluation Example Schedule

49 EFQM Evaluation Example Result

50 Next Lecture Topic: 21 April: no lecture 23 April: Open space for questions/consulting on Homework 4 and Project (Doodle link) 28 April: SPI and Human Factors For you to do: Work on Homework 4 Deadline: 28 April / 17:00 Work on Project

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