SOFTWARE QUALITY MANAGEMENT PROCESSES

1
SOFTWARE QUALITY MANAGEMENT PROCESSES

• The experience of
• SINGULAR SOFTWARE S.A.

Yannis Charalabidis, Deputy General Manager
2
Our Quality Journey

• 10 years of investment in Software Development
  Methodologies based on quality principles
• 1995 Establishment of a formal quality
  management system, according to the International
  Standard ISO 90011994
• 1997 Certification of our QMS according to ISO
  90011994 and the Tick IT Guide
• 2002 Certification of our QMS according to ISO
  90012000 and the Tick IT Guide
• for the
• Analysis, Design, Development, Marketing and
  Direct and Indirect Sales of Software Products
  and Solutions. Provision of Installation,
  Implementation, Training, Support and
  Maintenance, Consulting and Project Management
  Services for Information Technology Projects

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Singular Quality Management System
ORGANIZATIONAL QUALITY MANAGEMENT PROCESSES
SOFTWARE PRODUCT DEVELOPMENT PROCESSES
SOFTWARE SUPPORT SERVICES PROCESSES
MARKETING AND SALES PROCESSES
SUPPORTING PROCESSES
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Software Product Development Processes

• Overall Product Development Procedures
  (life-cycle)
• Quality Plans for Product Development Projects
• Requirements capturing and analysis methodology
  (UML)
• Review methodology
• Technical Standards for design and coding
• Testing Procedure (managed, automated, embedded)
• Metrics (Function Points - driven)
• CASE, Requirements Management, Testing, Project
  Management Tools

5
Software Support Services Processes

• Customer Relationship Management System
  (Customers, Products, Contracts, Channel,
  Consultants, Sales, etc)
• Support Services Standardisation
• Installation
• Implementation
• Training
• Project Management Methodology
• Maintenance Services
• Change Management for customers requests
• Support Metrics

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Marketing Sales Processes

• Marketing Plans, per product
• Customer Relationship Management (customer
  database mining)
• Customer Satisfaction / Channel Satisfactions
  Surveys
• Marketing, presales and sales activities
  supported by a set of standardized procedures and
  supporting tools

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Supporting Processes

• Human Resource Management
• Skill management
• Training management
• RRR descriptions per employee
• Purchases Management
• Purchasing procedure
• Evaluation of suppliers and subcontractors
• Proper approval workflow
• Financial / MIS procedures and data
• Overall Metrics (KPIs) and Planning

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Quality Management Processes

• Annual Management Review of the QMS
• Quality Policy and Quality Objectives
• Internal Quality Audits
• Employees participation with improvement ideas
• Relating Quality Objectives with Overall Plan of
  the Company

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New Quality Standard ISO 90012000
Continual Improvement of the quality management
system
Customers
Management responsibility
Customers Satisfaction
Measurement, analysis and improvement
Resources Management
Product realization
Product
Input
Requirements
Output
Value-adding activities
Information Flow
Source ISO 90012000
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Where the new standard guides us

• Process approach
• Emphasis on Measurement, Analysis and Improvement
• Emphasis on quantitative quality goals
• Emphasis on Continuous Improvement
• Measurement of Effectiveness Metrics Metrics
  - Metrics
• Relation between Quality and Sustainable Profit
• Our quality journey has started (10 years), but
  there are still a lot to be done.

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SOFTWARE QUALITY MANAGEMENT PROCESSES

• The experience of
• SINGULAR SOFTWARE S.A.

Yannis Charalabidis, Deputy General Manager
12
Software Product Development Processes