Information and Software Technology

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1 Informtion nd Softwre Technology 53 (2011) Contents lists vilble t ScienceDirect Informtion nd Softwre Technology journl homepge: Determinnts of softwre qulity in offshore development An empiricl study of n Indin vendor G. Knnbirn, K. Snkrn Ntionl Institute of Technology, Tiruchirpplli , Indi rticle info bstrct Article history: Received 29 September 2010 Received in revised form 18 April 2011 Accepted 5 My 2011 Avilble online 17 My 2011 Keywords: Determinnts Qulity ttributes Offshoring Indin orgniztions Context: Cost dvntge hs been one of the primry drivers of successful offshoring enggements of Indin softwre nd services compnies. However, the emphsis hs shifted to the bility of the vendors to provide high qulity over cost dvntge in delivering softwre products nd services. Meeting high qulity requirements of the clients is chllenge due to the very nture of development nd delivery of softwre through offshoring. Objective: The objective of this reserch pper is to identify nd evlute the key determinnts of qulity in the cse of softwre projects delivered through offshoring model. Method: A detiled survey ws conducted mong project mngers/project leders (leds) of leding midsize Indin IT services compny to evlute the reltionship of the determinnts on the ttributes of qulity. Results: Out of six determinnts, our reserch revels requirements uncertinty hs significnt ssocition with ll the ttributes of qulity. While process mturity nd trined personnel hve moderte ssocition, communiction nd control, knowledge trnsfer nd integrtion nd technicl infrstructure hve reltively low ssocition on softwre qulity ttributes in the cse of offshoring. Conclusion: It is concluded tht the complexities in offshoring necessittes proper cpturing of requirements. In ddition high level of process mturity nd vilbility of trined personnel to the project will help vendors to chieve softwre qulity. The pper provides set of implictions for prctice nd directions for further reserch. Ó 2011 Elsevier B.V. All rights reserved. 1. Introduction The Indin IT (Informtion Technology) industry hs registered sustined growth over the pst decde nd hs emerged s globl destintion for offshoring. Mny Indin softwre compnies hve become n cclimed vendor for offshore softwre development due to their delivery cpbilities, chrcterized by qulity nd cost-effective softwre to the customers cross the globe. Primrily driven by cost considertions, incresing number of softwre projects hve been outsourced by orgniztions in the US nd Europe to firms in countries such s Indi nd Chin. In recent times, mngers of both outsourcing nd vendor firms hve relized tht cost considertions, generlly ssumed to be the primry reson for offshore outsourcing, need to be blnced with the focus on high qulity. In the pst few yers, the Indin softwre industry hs pursued the gol of cquiring the highest stndrds of qulity nd hs thus creted strong vlue proposition in the softwre nd services ren. Corresponding uthor. Tel.: ; fx: E-mil ddress: Kb@nitt.edu (G. Knnbirn). Reserchers hve indicted tht in view of the decresing cost dvntges, Indin offshore vendors need to chnge focus from cost to the qulity relted mesures of the softwre services provided [12,16]. It is rther this shift of focus towrds developing the bility to provide higher qulity softwre services nd thus moving up the vlue chin is strtegic necessity for the vendor [21]. Therefore, softwre qulity is very importnt spect in evolving strtegy for both offshore vendors nd customers. Although, offshore softwre development hd gined prominence over the pst two decdes, even tody the subject of softwre qulity hs not been ddressed dequtely [62]. It is reported tht there hve been only few comprehensive studies on fctors tht impct softwre qulity; but quntittive survey-bsed reserch is lcking on the subject [82]. Softwre qulity reserch hs focused on the technicl nd engineering spects of qulity control, while pying limited ttention to the orgniztionl dimensions [67]. These reserchers lso dmit tht there is indequcy nd insufficiency of empiricl studies investigting the mngement nd control of qulity of softwre development. Therefore, this pper empiriclly evlutes the key fctors tht determine the qulity in offshore softwre development, through study of leding IT Services Compny in Indi /$ - see front mtter Ó 2011 Elsevier B.V. All rights reserved. doi: /j.infsof

2 1200 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) The present reserch study hs tken into considertion the softwre qulity s defined by the ISO/IEC 9126 model. The reserch work ws undertken by opertionlizing the softwre qulity s the dependent vrible which in turn, consists of five key ttributes of qulity Functionlity, Relibility, Mintinbility, Usbility nd Performnce. The determinnts re considered s independent vribles include requirements uncertinty (RU), technicl infrstructure (TI), knowledge trnsfer nd integrtion (KTI), process mturity (PM), trined personnel (TP) nd communiction nd control (CC). The pper is orgnized s follows. The review of previous reserch is presented followed by reserch objectives nd methodology. The next section covers the dt nlysis nd interprettion, followed by the discussion on the reltive importnce of the determinnts. The pper is concluded with implictions for prctice nd directions for future reserch. 2. Previous reserch Both prctitioners nd cdemicins clim tht softwre qulity s one of the criticl issues of the decde [45,87,91]. The importnce of softwre qulity hs been stressed by uthors who observed tht softwre qulity cn determine the success or filure of softwre product in tody s competitive mrket [81,53]. Jlote [38] observed tht softwre qulity represents how well the product stisfies the customer. The importnce of concentrting on qulity efforts during the development process ws highlighted nd the benefits of process stndrdiztion through CMM (Cpbility Mturity Model) nd similr inititives of higher process mturity levels will led to higher development qulity [75]. The need for qulity mngement in softwre projects becomes highly relevnt in this context nd qulity of softwre is receiving gret del of ttention. Qulity mngement is one of the methods for reducing the cost of production, by eliminting inefficiencies in the development processes. In n effort to keep costs within budget nd simultneously to meet the scheduled time of delivery, IT firms re dopting vrious qulity mngement prctices [32,84]. The relevnt previous reserch relting to softwre qulity nd its determinnts re reviewed nd presented in the following section/sub-sections. Further, the literture review for ech determinnts of softwre qulity is presented in the subsequent sections Softwre qulity (SQ) Assessing softwre qulity in the erly stges of design nd development is crucil s it helps reduce effort, time nd money [2]. Mny definitions of softwre qulity (SQ) re in use, which in generl gree on wht qulity mens nd it cn be enshrined by the phrse stisfction of customer requirements [90]. SQ is multidimensionl mesure nd it is essentil to determine wht spects of qulity re importnt to orgniztions. There re essentilly two pproches tht cn be followed to ensure softwre product qulity, one being ssurnce of the process by which the product is developed, nd the other being the evlution of the qulity of the end product. The stte of the rt in softwre technology does not yet present well estblished nd widely ccepted description scheme for ssessing the qulity of softwre products. Much work hs been done by number of individuls to define SQ model which cts s frmework for the evlution of ttributes of SQ [8]. Trditionlly, SQ hs been defined to be composed of correctness, relibility, usbility, nd mintinbility [20]. Qulity models hve been developed in the pst, the most widely known of which being McCll s nd Boehm s, nd more recently the ISO9126. In 1991, Interntionl Orgniztion for Stndrdiztion introduced stndrd nmed ISO/IEC 9126 softwre product evlution-qulity chrcteristics nd guidelines for use [43]. McCll s model is n erly, product-oriented qulity model, which shows how externl qulity fctors, such s correctness, relibility, efficiency, etc., relte to product qulity criteri, such s completeness, ccurcy, error tolernce, etc. These product criteri cn be mesured nd thus externl qulity fctors my be ssessed [56]. Boehm et l. [10] proposed the sme hierrchicl structure s McCll s model, but lso put emphsis on users expecttions nd hrdwre performnce. The complexity of Boehm s model is equl to tht of McCll s, tht is, the qulity criteri re relted to vriety of qulity ttributes with reltions shring common ttributes. Another model for IS success ws proposed by incorporting six interdependent mesures viz., system qulity, informtion qulity, user stisfction, individul impct nd orgniztionl impct [18]. Finlly, the ISO 9126 model follows the sme pproch s the other two forementioned models, with the min difference being tht the level of complexity is lower here s the hierrchy is stricter tht ech qulity chrcteristic is relted only to exctly one ttribute, with no common ttributes between chrcteristics Softwre qulity ttributes As per ISO 9126 stndrd, qulity is defined s the totlity of fetures nd chrcteristics of product or service tht bers on its bility to stisfy given needs [1]. Yng [91] identified tht qulity of the softwre product could be estimted using its ttributes, such s relibility, mintinbility, functionlity, extensibility, nd usbility. SQ hs lso been defined [9] in terms of two types of product chrcteristics: (i) externl qulity (how the product works in its environment), like usbility nd relibility, nd (ii) internl qulity (how the product ws developed), such s, softwre structure nd complexity [27]. Externl SQ ttributes re being emphsized s they hve been lredy vlidted through study crried out in the recent pst [40]. A recent study by Gorl nd Lin [26] on determinnts of SQ through survey of Informtion system project mngers hs found tht orgniztionl fctors re more importnt thn technicl fctors in impcting SQ. According to ISO 9126 model, there re six mjor chrcteristics (lso sometimes clled qulity fctors), nmely, functionlity, relibility, usbility, efficiency, mintinbility nd portbility, long with their ssocited sub-chrcteristics [4]. However, mny reserchers hve customized these generic qulity ttributes suiting to their context. For exmple the ttribute portbility is considered pplicble only in softwre products tht need to be implemented on multiple pltforms [23]. The desirble SQ ttributes for web pplictions re relibility, usbility, security, vilbility, sclbility, mintinbility, nd time to mrket [8]. Similrly, efficiency ttribute is viewed s n internl qulity ttribute s it dels with time behvior nd computing resources consumed [26]. The following qulity ttributes re dpted from on ISO 9126 model for mesurement Functionlity. It is the cpbility of the softwre product to provide functions which meet stted nd implied needs when it is used under specified conditions. It includes the following sub-chrcteristics: suitbility, ccurcy, interoperbility, complince nd security. Functionlity expresses the bility of system to provide the required services nd functions, when used under specified conditions [26,57,88] Relibility. A set of ttributes tht ber on the cpbility of softwre product to mintin its level of performnce under stted conditions for stted period of time. It includes the following subchrcteristics: mturity, fult tolernce nd recoverbility. Relibility is n indiction of the confidence tht the softwre will live up to the expecttions [55,13].

3 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) Mintinbility. A set of ttributes tht ber on the effort needed to mke specified chnges. It includes the following subchrcteristics: nlyzbility, chngebility, stbility nd testbility. Mintinbility reltes to the mens provided by the softwre to be upgrded nd customized. In this context, softwre process improvement (SPI) helps to enhnce mintinbility of the softwre [8,41] Usbility. It is the cpbility of softwre product to be understood, lerned, used nd liked by the user, when used under specified conditions. It includes the following sub-chrcteristicsunderstndbility, lernbility nd operbility. Usbility indictes the understndbility of softwre s well s the esiness to lern nd operte it [3,31,44] Performnce. A set of ttributes tht ber on the reltionship between the level of performnce of the softwre product nd the mount of resources used under stted conditions. It includes the following sub-chrcteristics: time behvior nd resource behvior. In our reserch, the ttribute efficiency is substituted by performnce of the softwre in our chosen list of softwre qulity ttributes [4,48] Requirements uncertinty [RU] According to Prns [61], requirements uncertinty (RU) mens tht within softwre system, requirements re not known until it is prcticlly used. Requirements uncertinty emerges from inbility to pply stndrdized process to convert requirements into functionl specifictions [66]. Previous studies [7,59,32,85,30] posit RU to be n importnt source of poor qulity in softwre development. This uncertinty results from softwre requirements creting n ill-defined problem. According to Pressmn [66], s requirements keep chnging in the project life cycle, subsequent chnges in the design nd rework needs crete disruptions in mnging requirements nd provide scope for defects. Unstble requirements led to sub-optiml design during the initil phses of the project [66]. Ebert nd De Mn [14] observed tht no single technique will be pplicble but combintion of techniques need to be pplied for mnging the RU in softwre projects. Further, when there is user diversity in requirements, the vendor needs to ddress nd reconcile the differences [59]. Aprt from not meeting the qulity requirements, RU leds to projects delys nd cost overrun. While most studies hve hypothesized the effects of RU in in-house projects, its effects re mgnified in the offshore domin due to brriers of geogrphicl nd orgniztionl boundries between the client nd vendor [25]. Therefore, it my be considered tht RU will ffect dversely the qulity of softwre in projects. The vrible RU ws mesured bsed on the construct used by Nidumolu [59] with the dditionl items rrived through discussion with industry experts Technicl infrstructure (TI) TI refers to interconnecting hrdwre nd softwre nd other devices tht re interconnected to support the flow nd processing of informtion [6]. It becomes very vitl in the cse of softwre industries, where the technologicl dvncement is experienced t very rpid pce nd the dpttion of technologicl dvncement is mndtory for the very survivl of softwre orgniztions. SQ depends on vilbility of good tools, good mterils, good methods nd mngement techniques, nd ltest technologicl developments [52]. Jones [42] identified tht the improvement of infrstructure (support fcilities) ws one of the essentil elements of successful development. Mny reserchers hve found obsolescence of technologies s the mjor risk fced by softwre compnies [7,38,71]. Exposure to ltest technology nd vilbility of fcilities, including ltest hrdwre nd softwre, ply crucil role with respect to SQ. Severl uthors hve expressed the need for telecommuniction, softwre tools s prt of the infrstructurl fcilities vilble for softwre development [15,17,63,77,39]. Ro [70] lso climed tht the fcilities nd work environment would dd to the motivtionl vlue of the employees. The purpose of the work environment is to estblish nd mintin physicl working conditions tht llow individuls to perform their tsks efficiently nd to concentrte on their tsks without unnecessry distrctions. Bhrmi nd Evns [6] rgued tht providing the fcilities nd stble physicl environment could improve the development environment. The vrible TI ws mesured using the construct developed by Rjendrn et l. [68] Trined personnel (TP) Avilbility of TP is key fctor of softwre qulity. Individul cpbility ws found to be the most significnt determinnt of performnce mong the softwre developers. Curtis et l. [37] dvocted tht trined individuls re those who hve superior ppliction knowledge, communiction skills, high levels of motivtion, tem spirit nd dependbility re essentil for the success of softwre project. Prior reserch hs highlighted the importnce of personnel competence in developing high-qulity softwre. This effect should be prticulrly true in the offshore development since there is lwys supply demnd mismtch with respect to trined professionls [78]. Pressmn [66] observed tht trined progrmmers use better design techniques, re more wre of the link between requirements nd systems prmeters nd re ble to write better code. Experienced personnel re lso more cpble in testing nd defect prevention ctivities, thereby resulting in better qulity nd more productive use of resources [49]. In offshoring projects, the vilbility/non-vilbility of trined personnel is further ffected by the continuity in the stffing of projects. Frequent stffing chnges ffect qulity becuse different personnel, t different points in times, mke chnges to the project tht my hve little reltion to erlier choices nd specifictions. More prticulrly, it leds to poor design nd development of the project, leding to poor qulity. Thus, the lck of trined personnel impcts qulity of offshore projects in two wys: first, by the stffing of inexperienced nd untrined personnel nd second, by frequently shifting personnel between projects s mngers seek to mnge multiple projects with insufficient numbers of trined personnel [25]. The vrible TP is mesured by the extent to which trined stff were deployed in the project nd dopted from Lcity & Hirshheim [64] Knowledge trnsfer nd integrtion [KTI] Knowledge trnsfer nd integrtion is defined s the process of bsorbing knowledge from externl sources nd blending it with the technicl nd business skills, know-how, nd expertise tht reside in the business nd IS units of firm [29,60]. The role nd importnce of knowledge in softwre development is widely recognized by previous reserchers [19,86]. Rus nd Lindvll [76] observed two types of knowledge centrl to the softwre development process-technicl knowledge tht is used to develop system nd knowledge bout the business ppliction domin. Technicl knowledge refers to knowledge bout design (e.g. design ptterns, heuristics best prctices, technicl constrints, nd estimtion models), progrmming (e.g. progrmming lnguges nd development tools), nd softwre processes (e.g. methodology,

4 1202 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) code testing nd debugging procedures). Business ppliction domin knowledge refers to knowledge bout the customer s business processes, business rules, ctivities, stkeholder needs, nd the customer s business objectives for the softwre. Internl knowledge Integrtion refers to the extent to which the development tem builds on the knowledge of the stkeholders during the development process. Externl integrtion refers to the knowledge relting to mrket needs, regultory constrints, externl environment nd business nd technicl developments tht my ffect development project [65]. Adopting the development project s the focl point, both externl nd internl integrtion re considered to be importnt in chieving qulity [54,83]. This vrible ws mesured bsed on the construct used by Tiwn et l. [92] with the dditionl items derived through discussions with industry experts Communiction nd control (CC) Communiction nd control (CC) is brodly defined s the proctive forml nd informl shring or exchnge of meningful nd timely informtion between firms [5]. This definition focuses on the efficcy of informtion exchnge, rther thn quntity. Inherent in this definition is the notion tht communiction is twowy process; the informtion flow is not unidirectionl, nd should go beyond dy-to-dy exchnges of routine opertionl informtion to include open exchnges of desires, needs, nd resources tht will ffect the future of the reltionship [33,47]. A control mode is forml rrngement prcticed by both vendors nd customers in softwre projects fcilitting the interction mong the tems. Communiction nd control mechnisms in offshore development reduce project uncertinty nd thereby improve qulity [24]. Previous reserchers [46,58] hve suggested the importnce of communiction in inter-orgniztionl reltionship. Communiction helps to provide better control of processes, which in turn helps to improve qulity [11]. A study of lrge-scle softwre development in mjor U.S. firm showed the importnce of communiction in the development process [50]. Similrly, Grover et l. [28] found tht communiction is min determinnt for the success of offshoring. Communiction ws lso found to correlte positively with offshoring prtnership qulity [51]. The vrible CC ws mesured bsed on the construct used by Lee nd Kim [51] with the dditionl items derived through discussions with industry experts Process mturity (PM) Process mturity (PM) is defined s the indiction of how close developing process is to being complete, nd cpble of continuous improvement through quntittive mesure nd feedbck [79]. Softwre development process is viewed s vitl for getting new products of good qulity, quickly into the mrket [74]. Process improvement enbles the sme mount of softwre to be built in less time, with less effort nd fewer defects [38]. The efficiency of the softwre development process is n importnt issue fcing the reserchers nd prctitioners [89]. Hence, to improve the product qulity, the processes need to be improved continuously [11,35,52]. Huyink [36] observed tht the documenttion of the processes would help to provide better control over the processes, which would led to qulity improvement. Hrter et l. [32] observed tht qulity improvement; cycle time nd effort reduction cn be simultneously chieved by fewer defects nd rework in softwre development. Mturity implies potentil for growth in cpbility nd indictes both the richness nd consistency with which softwre processes re pplied cross the orgniztion [59]. Mny reserchers hve endorsed the view tht process improvements re vitl for improving softwre qulity [11,38,52]. Hevner [34] observed tht development of high-qulity softwre is n essentil business ctivity nd improving the qulity requires the effective use of softwre development process. Higher level of process mturity, invribly, results in the enhncement of SQ [80]. The vrible PM ws mesured bsed on the construct used by Rvichndrn nd Ri [67] by including few more items derived through discussions with industry experts. 3. Reserch objectives nd methodology Softwre qulity reserch hs focused on the technicl nd engineering spects of qulity control, while pying limited ttention to the orgniztionl dimensions [67]. However, current chllenges fcing softwre development nd qulity improvement re lrgely orgniztionl nd not technicl in nture [68,25]. It is lso found tht theories nd principles were being drwn from other res; the empiricl reserch is still in its erly stge. Bsed on the detiled review of the previous reserch on the fctors impcting the SQ ttributes, in the context of offshore softwre development, the objectives of the reserch re to identify nd evlute the impct of determinnts on the specific SQ ttributes in the offshoring context. The conceptul reserch model covering the dependent vrible, viz., ttributes of softwre qulity (SQ) nd the independent vribles, viz., the determinnts listed bove, is presented in Fig. 1. The fctors re observed to influence the softwre development process, nd thereby, the SQ. The study ws crried out in one of the leding midsize IT Services orgniztions in Indi, referred s Helix. The orgniztion is provider of IT nd BPO (Business Process Outsourcing) services nd consulting. Founded in 1990, the orgniztion tody hs seven stte-of-the-rt development centers - four in Indi nd one ech in Germny, USA nd Mexico, nd offices in North Americ, Europe nd Asi Pcific, nd employs round 5200 workers globlly. With 159 ctive clients, Helix hs chieved ledership position in industries such s Helthcre nd Life sciences, Mnufcturing, Trvel, Trnsporttion, Hospitlity nd Logistics, Bnking, Finnce, Insurnce, Lesing nd in Domins such s HR nd Business Anlytics. Helix hs chieved the rre distinction of hving SEI CMMI Level 5, ISO 9001, BS 7799 nd SAS 70 Type I certifictions. We choose nd used two-stge methodology to meet the objectives of the reserch. In the first stge, given the pucity of empiricl knowledge on the SQ in the context of offshoring, nd the explortory nture of the study, we crried out qulittive cse-study to vlidte the vribles [93]. Open nd semi-structured interviews were conducted with few senior executives, heds of Qulity nd Prctice. These interviews, conducted through few site-visits, covered ll spects of SQ in the orgniztion, with specific reference to QM plnning nd implementtion for projects. The cse study findings re used to vlidte the six importnt drivers of qulity in the context of offshore softwre development. Some of the items were used by previous reserchers were lso found to be relevnt to our reserch [25,67]. The objectives of the reserch nd the conceptul reserch model re trnslted into six sets of hypotheses s detiled below: Set-1: Hypotheses relted to requirements uncertinty: H 1.1 : Higher the RU lower will be the functionlity. H 1.2 : Higher the RU lower will be the relibility. H 1.3 : Higher the RU lower will be the mintinbility. H 1.4 : Higher the RU lower will be the usbility.

5 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) Requirements Certinty Technology Infrstructure Softwre Qulity FUNCTIONALITY RELIABILITY MAINTAINABILITY USABILITY PERFORMANCE Communiction & Control Trined Personnel Process Mturity Knowledge Trnsfer nd Integrtion Fig. 1. Conceptul reserch frmework. H 1.5 : Higher the RU lower will be the performnce. Set-2: Hypotheses relted to technicl infrstructure: H 2.1 : TI fcilities will positively influence the functionlity. H 2.2 : TI fcilities will positively influence the relibility. H 2.3 : TI fcilities will positively influence the mintinbility. H 2.4 : TI fcilities will positively influence the usbility. H 2.5 : TI fcilities will positively influence the performnce. Set-3: Hypotheses relted to trined personnel: H 3.1 : TP vilble for the project will positively influence the functionlity. H 3.2 : TP vilble for the project will positively influence the relibility. H 3.3 : TP vilble for the project will positively influence the mintinbility. H 3.4 : TP vilble for the project will positively influence the usbility. H 3.5 : TP vilble for the project will positively influence the performnce. Set-4: Hypotheses relted to knowledge trnsfer nd integrtion: H 4.1 : KTI will positively influence the functionlity. H 4.2 : KTI will positively influence the relibility. H 4.3 : KTI will positively influence the mintinbility. H 4.4 : KTI will positively influence the usbility. H 4.5 : KTI will positively influence the performnce. Set-5: Hypotheses relted to communiction nd control: H 5.1 : CC will positively influence the functionlity. H 5.2 : CC will positively influence the relibility. H 5.3 : CC will positively influence the mintinbility. H 5.4 : CC will positively influence the usbility. H 5.5 : CC will positively influence the performnce. Set-6: Hypotheses relted to process mturity: H 6.1 : Higher level of PM will improve the functionlity. H 6.2 : Higher level of PM will improve the relibility. H 6.3 : Higher level of PM will improve the mintinbility. H 6.4 : Higher level of PM will improve the usbility. H 6.5 : Higher level of PM will improve the performnce. The questionnire ws pilot tested with few PMs/PLs nd the respondents thoroughly exmined the item wording, pplicbility, redbility, understndbility nd content vlidity. The questionnire for the survey covered items relting to ll the independent nd dependent vribles shown in Fig. 1. The items were mesured using 5-point Likert Scle, rnging from strongly gree to strongly disgree. The dt ws collected from project mngers locted in three different sites. The video conferencing sessions were used to brief the project mngers/leds (in groups) who were identified s respondents of the survey. However, most of the responses were collected through e-mils. Out of bout 500 projects tht were executed during the yer, 100 projects were rndomly chosen. However, responses from 70 PMs/PLs were received. The dt ws collected during My June The summrized list of questionnire items is furnished in Appendix A. 4. Dt nlysis nd interprettion Using the dt collected through the survey, relibility nlysis of the mesure of ech vrible ws performed using Cronbch s lph. Therefter, Confirmtory Fctor Anlysis ws crried out for ll constructs for checking unidimensionlity nd convergent vlidity of the constructs. The results of the nlysis relting to vlidity nd relibility re presented in Tble 1. The relibility ws tested using nd Cronbch s lph. It is found tht vlue of Cronbch s lph for ll the vribles is bove 0.75, thus verifying the relibility of dt collected for the study. Confirmtory Fctor Anlysis (CFA) ensured unidimensionlity nd convergent vlidity. The results shown in Tble 1 indicte tht the Comprtive Fit Index > 0.90 for ll vribles, supporting unidimensionlity. Similrly, convergent vlidity is checked by the (NFI = Normed Fit Index (Bentler-Bonnet Index) > 0.90) for ll the vribles of the study. Spermn nd Person s 2-tiled correltion nlysis ws to check the inter-reltionships between the constructs. The bi-vrite correltion coefficient fctors re presented in Tble 2. It cn be observed from the results of the bi-vrite correltion nlysis tht most of the correltion coefficients, except few re reltively Tble 1 Relibility, vlidity nd unidimensionlity of the constructs. Fctor/construct No. of Items Cronbch lph CFI * NFI ** Functionlity Relibility Mintinbility Usbility Performnce Requirements uncertinty Technicl infrstructure Knowledge trnsfer nd integrtion Process mturity Trined personnel Communiction nd control * CFI = Comprtive Fit Index > 0.90 indictes unidimentionlity. ** NFI = Normed Fit Index (Bentler-Bonnet Index) > 0.90 indictes convergent vlidity.

6 1204 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) Tble 2 Bi-vrite correltion mong the constructs of softwre qulity nd determinnts. RU TI KTI PM TP CC Funct Reli Mint Usbi Perfo RU 1.00 TI KTI PM TP * CC * * * ** Funct ** Reli Mint ** ** Usbi * ** ** 1.00 Perfo * ** ** 1.00 * Significnt t level of p < ** Significnt t level of p < Tble 3 Summry of multiple regression results. Independent Vrible Dependent Vrible Functionlity Relibility Mintinbility Usbility Performnce Bet t Sig[p] Bet t Sig[p] Bet t Sig[p] Bet t Sig[p] Bet t Sig[p] Requirements uncertinty * * * * * Technicl infrstructure * Knowledge trnsfer nd integrtion * Process mturity * * * Trined personnel ** * * Communiction nd control ** * * Significnt t level of p < ** Significnt t level of p < Tble 4 Summry of hypotheses supported versus rejected. Sl. No. Vrible Functionlity Relibility Mintinbility Usbility Performnce 1 Requirements uncertinty H 11 H 12 H 13 H 14 H 15 2 Technicl infrstructure H 21 H 22 H 23 H 24 H 25 3 Trined personnel H 31 H 32 H 33 H 34 H 35 4 Knowledge trnsfer nd integrtion H 41 H 42 H 43 H 44 H 45 5 Communiction nd control H 51 H 52 H 53 H 54 H 55 6 Process mturity H 61 H 62 H 63 H 64 H 65 Supported hypotheses. A very low. The low correltions mong the fctors indicte low degree of interdependence mong the vribles. In our nlysis, multiple regression ws employed to study the impct of independent vribles, viz., requirements uncertinty, technicl infrstructure, knowledge trnsfer nd integrtion, process mturity, trined personnel nd communiction nd control on the softwre qulity ttributes. The independent vribles were regressed on ech dependent vrible, the qulity ttributes using the SPSS pckge nd comprehensive summry of the b, t nd p vlues is presented in Tble 3 for esy of interprettion of results. Tble 4 provides summry of supported versus rejected hypotheses of our reserch. It is found tht out of 30 hypotheses 15 hypotheses were supported. 5. Results nd discussion We found hypotheses H 1.1, H 1.2, H 1.3, H 1.4 nd H 1.5 re supported nd therefore it is found tht requirements uncertinty (RU) is ssocited with ll ttributes, viz., functionlity, relibility, mintinbility, usbility nd performnce of SQ. We found support for hypothesis H 2.2, showing tht the technicl infrstructure significntly ssocited with the relibility ttribute of the SQ. Similrly, we observed tht hypotheses H 3.1, H 3.2 nd H 3.5 re supported nd therefore trined mnpower hs significnt reltionship with the functionlity, relibility nd performnce of the SQ. We hve significnt support for the hypothesis H 4.1 which confirms tht knowledge trnsfer nd integrtion is relted to functionlity ttribute of SQ. Our results show the support for hypotheses H 5.2 nd H 5.4 which led us to the finding tht communiction nd control is ssocited with relibility nd usbility. Finlly, we observed significnt support for hypotheses H 6.1, H 6.2 nd H 6.3 showing tht process mturity significntly ffected the qulity ttributes functionlity, relibility nd mintinbility of the SQ. In the offshore development, lthough RU ffects ll qulity ttributes, it cn be inferred from the b vlues in Tble 3 tht it is highly relted with mintinbility nd moderte on the usbility, performnce nd functionlity while its ssocition on relibility is reltively low. In the sme mnner, we infer tht the process mturity hs higher level of ssocition with functionlity nd relibility while its ssocition is reltively low on mintinbility. Extending the sme line of rguments, communiction nd control is relted to relibility more s compred the usbility ttribute. The theoreticl implictions re in the forthcoming sections.

7 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) Requirements uncertinty hs been identified s key fctor which poses lot of chllenges in the project execution, prticulrly in the cse of softwre projects [7,59,32]. As requirements keep chnging throughout the life cycle of the project, subsequent chnges to the design nd the need for rework cretes disruptions in the orgniztion s processes for mnging requirements resulting in significnt scope for defects [66]. Our reserch further shows tht RU reltes to ll the ttributes of qulity in the cse of offshoring. It ws due to the fct tht requirements re cptured by n on-site tem, which re typiclly in the vendor orgniztion. Understnding of business context, processes nd end-user expecttions is likely to get ffected by the very pproch of gthering requirements nd therefore reltes to ll the qulity ttributes. Requirements my keep chnging nd offshoring models limit the possibility of further vlidtions. Moreover, high ssocition of RU on mintinbility my be ttributed to the limittion of offshoring to understnd the future requirements. Severl uthors hve expressed the need for telecommuniction, softwre tools s prt of the technicl infrstructure vilble for softwre development [15,17,52,63,77,39]. It is found the technicl infrstructure is significntly ssocited to the relibility ttribute of the SQ in offshoring. This is due to the fct tht most of the projects tht re offshored re developed through extensive use of utomtion tools nd reusble codes. Such pproches to softwre development would hve direct impct on the relibility of the softwre. The vilbility nd cost of connectivity my ffect the scope for detiled discussions needed for cpturing finer relibility requirements. However, it shown tht the infrstructure does not relte to functionlity, mintinbility, usbility nd the performnce of the softwre in offshored projects. Previous reserchers hve posited tht the vilbility of trined mnpower is mjor chllenge experienced by ll vendors of Indin IT Industry. Our reserch outcomes lso supported this, s one of the most perennil problems fced by offshore vendors is the incresing difficulty in ttrcting nd retining trined personnel [25,37,64]. Experienced personnel re more cpble in testing nd defect prevention ctivities, thereby leding to better qulity nd more productive use of resources [49]. To combt the bove, the reserch revels tht the orgniztion hs implemented need-bsed trining in order to meet its mnpower requirements for vrious projects. Hence, the presence of trined personnel positively enbles the qulity softwre development by the vendor orgniztion s in cse of softwre industry. Our reserch shows tht trined personnel is ssocited with functionlity, relibility nd performnce of the softwre. In respect of mintinbility nd usbility which re not ssocited with the determinnt, it is felt tht the users will hve greter role to ply s these ttributes ddress the post development needs of the softwre. Process mturity is essentil for executing the softwre projects, there by promoting SQ [11,38,52]. The orgniztion ws treting the qulity processes with high priority s vendors need to dpt to different softwre development methodologies in line with the requirements of clients. When there re multiple customers from mny interntionl ventures, it is importnt tht the softwre methodologies re flexible nd dptble to multiple customers [34,69]. Our reserch reinforces the previous reserch findings with regrd to the role of process mturity in ensuring the SQ. Further, it is lso shown tht process mturity significntly ssocited with functionlity, relibility nd mintinbility ttributes of SQ. When the softwre is developed in offshoring mode with less interction mong the members of the development tems nd the end-users, mtured processes ensure chieving key ttributes of qulity. Our reserch revels tht the orgniztions need to estblish effective communiction nd control mechnism mong the developers nd the customers nd fcilitted development with view to resolve issues, reduce project uncertinty nd improve performnce [5,24].The study revels the importnce ssigned to the communiction processes mong vrious tems functioning t both on-site nd offshore loctions s observed nd by mny reserchers [46,58,11] in the softwre development projects, prticulrly, in the context of offshore projects. Thus, the reserch subscribes to the view tht communiction nd control ws key orgniztionl fctor, found to hve significnt reltionship with SQ in the offshoring context. Further, it is found tht communiction nd control is relted to relibility nd usbility ttributes of the qulity. Better communiction with end-users, especilly in offshoring, would help to improve the usbility of the softwre. Time zone differences nd orgniztionl culture including decision mking nd reporting styles ffect communiction. Our reserch lso shows tht knowledge trnsfer nd integrtion (KTI) s one of the min inputs for qulity softwre development [22,73,86]. The reserch revels tht softwre development cn be viewed s process of integrting technicl nd business domin knowledge in developing solution to business problem [72,76]. Vrious project stkeholders including members of the client nd vendors bring vriety of skills, knowledge, nd viewpoints to the softwre development process. The reserch lso suggests tht the orgniztion hs successfully implemented processes to chieve integrtion of knowledge trnsfer, by blending both business nd technicl knowledge cquired by the tems nd pplied for softwre development [92]. Further, knowledge trnsfer nd integrtion shows significnt ssocition with the functionlity ttribute of SQ in offshoring. The very pproch of offshoring provides limited window of time for the tems to understnd the technicl nd business complexities nd therefore ffects the functionlity of the softwre. 6. Implictions for prctice Indi hs the lrgest number of compnies in the world tht re certified for qulity stndrds According to NASSCOM (2006), over 440 Indin compnies hd cquired qulity certifictions with 90 compnies certified t SEI CMM Level 5 higher thn ny other country in the world. This demonstrtes the mturity levels chieved in qulity by the Indin softwre industry. This study hs ttempted to identify nd evlute the key determinnts which influence the SQ during the softwre development by the vendor. In the light of incresing pressures on mngers to improve softwre qulity nd the growing importnce of qulity mngement systems in vendor orgniztions this study is both timely nd significnt. Our reserch hs mny implictions for prctitioners in this field. Firstly, ll the determinnts hve significnt reltionship with SQ in the cse of offshoring. It is found tht requirements uncertinty (RU) is relted to ll ttributes, viz., functionlity, relibility, mintinbility, usbility nd performnce of SQ. It is evident tht RU is the foremost fctor tht is ssocited with ll the ttributes of SQ. Prctitioners hve to ensure very low requirements uncertinty. Use of Agile methodologies nd CASE for cpturing requirements would help the mngers to chieve high level of certinty in requirements. The ssocition of RU with mintinbility is high nd moderte on the usbility, performnce nd functionlity. The very nture of offshoring hs limited scope for repeted vlidtions of the requirements, nd therefore it ffects ll the ttributes of qulity. Further, prctitioners hve to concentrte on RU if the focus is on the long-term relevnce nd usefulness of the softwre. It is found the technicl infrstructure significntly ssocited with the relibility ttribute of the SQ in the cse of offshoring. It is lso shown tht the infrstructure does not relte to

8 1206 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) functionlity, mintinbility, usbility nd the performnce of the softwre in the offshoring s there re other determinnts which my hve better reltionship with them. Therefore, prctitioners my need to focus on TI if the primry requirements re to meet the relibility of the softwre. This cn be chieved by using pproprite development pltforms nd tools. This is required becuse most of the projects tht re offshored re developed through extensive use of tools for process utomtion nd reusble codes. Such pproches to softwre development would hve direct impct on the relibility of the softwre. Presence of trined personnel positively enbles the softwre qulity in the cse of offshoring. It is lso shown tht trined personnel is relted to functionlity, relibility nd performnce of the softwre. Prctitioners need to ensure vilbility of well trined mnpower throughout the development of softwre. Our reserch reinforces the previous reserch findings with regrd to the importnce of process mturity in ensuring the SQ with respect to offshoring. Further, it is lso shown tht process mturity significntly ssocited with functionlity, relibility nd mintinbility ttributes of SQ. Indin vendors with high levels of process mturity re successful in the offshoring mrkets. However, continued success will depend on further fine-tuning of process to chieve qulity expecttions in the competitive environment. Similrly, it is found tht communiction nd control ws key orgniztionl fctor, found to hve significnt positive ssocition with the relibility nd usbility ttributes of the qulity in the offshoring context. Better communiction with endusers, especilly in offshoring, would help to improve the usbility of the softwre. It would lso help to cpture the requirements properly nd there by ensure relible softwre for the customers. Prctitioners need to continuously improve the processes to ccommodte the chnging requirements in the cse of offshoring. The reserch lso suggests tht knowledge trnsfer nd integrtion significntly ssocited with the functionlity ttribute of SQ in offshoring. Efforts to cquire necessry knowledge nd integrted with internlly developed knowledge would led to development of softwre tht meets the requirements of the customer. It will lso help offshore vendors to dynmiclly cquire both business nd technicl knowledge from the customers in order to crete new business opportunities. While there re mny chllenges in offshoring owing to the geogrphicl distnces, vendors need to identify nd mnge the determinnts to chieve specific ttributes of qulity. 7. Conclusion Our study hs identified the key fctors which influence the SQ when the softwre is developed through offshoring. Considering the fct tht there re only very few empiricl reserch inititives in the pst on SQ, linking the offshore development from vendor s perspective, our reserch hs explored nd identified the key fctors which need to be ddressed for ensuring high qulity softwre in the cse of offshoring. Our reserch shows tht requirements uncertinty hs significntly relted to ll ttributes of qulity. While process mturity nd trined personnel hve moderte ssocition, communiction nd control, knowledge trnsfer nd integrtion nd technicl infrstructure hve reltively low ssocition on softwre qulity ttributes. Our reserch hs been bsed on survey crried out in single vendor s site. Nevertheless, further quntittive reserch my be undertken to vlidte the vribles bsed on survey of more orgniztions from IT Industry. Further, it my be interesting to extend nd crry out future studies from different stkeholders perspective, especilly the qulity personnel in the vendor orgniztions. Appendix A. Summry of questionnire items A.1. Softwre qulity Functionlity: The softwre developed ws fulfilling the specifictions of the user. Response time of the softwre ws meeting the user expecttions. The softwre developed provided ccurte outputs for users The softwre developed with interoperbility fetures to interct with other systems. Relibility: The softwre ws stble nd unlikely to fil esily. The softwre coped up well with environmentl filures. The softwre ws ble to recover dt nd restore optiml functioning during filures. The softwre exhibited relible results to the user under different conditions. Mintinbility: The softwre ws developed with fetures to ccommodte chnges suggested by the users. The softwre ws ble to dpt esily to new specifictions or operting environments. The softwre required minimum efforts to mke system chnges. The softwre ws supported with dequte documenttion. Usbility: The softwre ws esily understood by the Users nd its usbility ws ssured. Users pprecited the softwre s it ws understood well by humn computer interfce Softwre ws esily lernt by different Users to mke use of the softwre The softwre enbled its ese of opertion by the users. Performnce: The softwre ws esily instlled by users. The softwre incorported dequte security fetures for its use. The softwre hd the bility to detect nd trouble-shoot in cse ny of its component fils Response time of the softwre ws rted to be good, meeting User expecttions. Requirements certinty: Proper tools (like Rtionl Rose) were pplied to convert the client needs to requirements specifictions. Most of the needs of the client ws known nd crystllized into requirements t the erly stge itself. Estblished processes were pplied to develop softwre s per the client requirements Most of the requirements of the client hppened in UAT stge only. Most of the requirements of the client hppened in DESIGN stge. Most of the requirements of the client hppened in BUILD stge. Specific tools nd Prctices were in plce to ensure requirements trcebility. Prototypes were creted to understnd the requirements better. Requirements were signed off by relevnt stkeholders on time. Technicl infrstructure: Employees were provided ccess to production dt nd other resources t work Licenses relting to different technology were provided. Access to development tools such s CASE ws provided. A corporte librry with technicl nd domin specific books nd other resources. Knowledge trnsfer nd integrtion: Existing ppliction/system knowledge impcted the project. Technicl knowledge trnsferred impcted the project.

9 G. Knnbirn, K. Snkrn / Informtion nd Softwre Technology 53 (2011) Country specific needs impcted the project. Business domin knowledge trnsferred from the clients impcted the project. Orgniztion prctice such s COE ws dequte for the project. Mny cretive ides emerged through the unique perspectives of members of project tem t both offshore nd on-site, leding to better knowledge trnsfer nd integrtion. Proper coordintion structure with ledership helped to integrte the knowledge between offshore nd on-site resources. Knowledge trnsfer documenttion prepred, reviewed nd pproved for use. Process mturity: Softwre development/project mngement processes were defined to chieve product qulity. Detiled metrics were used for the softwre development. Quntittive feed bck enbled the softwre development process level of mturity. Higher levels of process mturity were set thn expected by customers. Processes for creting unique knowledge were set to mke it vilble when required. Prctices of other methodologies like Agile, Scrum were followed. Trined personnel: Trined personnel were vilble to execute the project. The required mn power resources for the project were deployed fter cross trining. Additionl resources were recruited for tking up the project. The mn power resources deployed were not chnged till the completion of the project. Communiction nd control: Softwre Tools were used for communiction between the tems. Proper trining of the tem resources ws undertken for better communiction nd control. Specific governnce model ws implemented for better communiction nd control. Effective communiction nd control ws chieved mong the tem members through regulr reviews nd interctions. Specific chnges were mde for the customer for better communiction nd control between the tems. Usge of Web 2.0 ws mde for effective communiction nd collbortion. References [1] M. Agrwl, K. 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