Dr. James Jiang

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Chapter 8Project Quality Management
Dr. James Jiang University of Central Florida
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Learning Objectives

• Define project quality management
• quality planning
• quality assurance.
• quality control.
• Pareto analysis,
• statistical sampling,
• Six Sigma,
• quality control charts,
• Software testing.
• Modern Quality Management

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What Is Quality?

• The International Organization for
  Standardization (ISO) defines quality as the
  degree to which a set of inherent characteristics
  fulfils requirements.
• Conformance to requirements The projects
  processes and products meet written
  specifications.
• Fitness for use A product can be used as it was
  intended.

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What Is Project Quality Management?

• Project quality management ensures that the
  project will satisfy the needs for which it was
  undertaken.
• Quality Management Processes include
• a. Quality planning Identifying which quality
  standards are relevant to the project and how to
  satisfy them.
• b. Quality assurance Periodically evaluating
  overall project performance to ensure the project
  will satisfy the relevant quality standards.
• c. Quality control Monitoring specific project
  results to ensure that they comply with the
  relevant quality standards.

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A. Quality Planning

• Identifying project quality standards
• Identifying the critical factors contribute the
  meeting customers requirements
• Implies the ability to anticipate situations and
  prepare actions to bring about the desired
  outcome.
• Selecting proper materials/resources.
• Training and indoctrinating people in quality.
• Planning a process that ensures the appropriate
  outcome.

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IT Software Quality Measures

• Functionality is the degree to which a system
  performs its intended function.
• Features are the systems special characteristics
  that appeal to users.
• System outputs are the screens and reports the
  system generates.
• Performance addresses how well a product or
  service performs the customers intended use.
• Reliability is the ability of a product or
  service to perform as expected under normal
  conditions.
• Maintainability addresses the ease of performing
  maintenance on a product.

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Software Quality Metrics

• Efficiency the amount of computing resources and
  code required by the software to performance a
  function
• Flexibility the effort required to modify
  operational software
• Integrity the extent to which access to software
  or data by unauthorized persons can be controlled
• Interoperability the effort required to couple
  one software system with another
• Maintainability the effort required to locate
  and fix and error in operational software
• Portability the effort required to transfer
  software from one hardware configuration or
  software system environment to another
• Reliability the extent to which software can be
  expected to perform its intended function with
  required precision
• Responsiveness the extent to which the software
  provides timely results
• Reusability the extent to which software can be
  used in other applications
• Testability the effort required to test software
  to ensure that it performs its intended function
• Usability the effort required to learn, operate,
  prepare input, and interpret output of software.

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Software Quality
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B. Quality Assurance

• Quality assurance includes all the activities
  related to satisfying the relevant quality
  standards for a project.
• Goal of quality assurance is continuous quality
  improvement.
• Tools
• Benchmarking generates ideas for quality
  improvements by comparing specific project
  practices or product characteristics to those of
  other projects or products within or outside the
  performing organization.
• A quality audit is a structured review of
  specific quality management activities that help
  identify lessons learned that could improve
  performance on current or future projects.

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The Cost of Quality

• The cost of quality is the cost of conformance
  plus the cost of nonconformance.
• Cost of Conformance means delivering products
  that meet requirements and fitness for use.
• Cost of nonconformance means taking
  responsibility for failures or not meeting
  quality expectations.

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Five Cost Categories Related to Quality

• Prevention cost Cost of planning and executing a
  project so it is error-free or within an
  acceptable error range.
• Appraisal cost Cost of evaluating processes and
  their outputs to ensure quality.
• Internal failure cost Cost incurred to correct
  an identified defect before the customer receives
  the product.
• External failure cost Cost that relates to all
  errors not detected and corrected before delivery
  to the customer.
• Measurement and test equipment costs Capital
  cost of equipment used to perform prevention and
  appraisal activities.

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• Exercise 1 Software Quality Assurance

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C. Quality Control

• The main outputs of quality control are
• Acceptance decisions
• Rework
• Process adjustments
• Some tools and techniques include
• Pareto analysis
• Statistical sampling
• Six Sigma
• Quality control charts
• Software testing

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C.1. Pareto Analysis

• Pareto analysis involves identifying the vital
  few contributors that account for the most
  quality problems in a system.
• Also called the 80-20 rule, meaning that 80
  percent of problems are often due to 20 percent
  of the causes.
• Pareto diagrams are histograms, or column charts
  representing a frequency distribution, that help
  identify and prioritize problem areas.

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Sample Pareto Diagram
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C.2. Statistical Sampling and Standard Deviation

• Statistical sampling involves choosing part of a
  population of interest for inspection.
• The size of a sample depends on how
  representative you want the sample to be.
• Sample size formula
• Sample size .25 X (certainty
  factor/acceptable error)2
• 95 1.96 (certainty factor)
  90 1.645
• sample size .25 x (1.645/.10) 2
  68 (i.e., 90 certainty)
• Be sure to consult with an expert when using
  statistical analysis.

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C.3. Six Sigma

• Six Sigma is a comprehensive and flexible system
  for achieving, sustaining, and maximizing
  business success. Six Sigma is uniquely driven
  by close understanding of customer needs,
  disciplined use of facts, data, and statistical
  analysis, and diligent attention to managing,
  improving, and reinventing business processes.
• The target for perfection is the achievement of
  no more than 3.4 defects per million
  opportunities.
• The principles can apply to a wide variety of
  processes.

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Six Sigma and Statistics

• The term sigma means standard deviation.
• Standard deviation measures how much variation
  exists in a distribution of data.
• Standard deviation is a key factor in determining
  the acceptable number of defective units found in
  a population.
• Using a normal curve, if a process is at six
  sigma, there would be no more than 3.4 defective
  units per million produced.
• Six Sigma uses a scoring system that accounts for
  time, an important factor in determining process
  variations.
• Yield represents the number of units handled
  correctly through the process steps.
• A defect is any instance where the product or
  service fails to meet customer requirements.

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Normal Distribution and Standard Deviation
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Six Sigma Conversion Table
The Six Sigma convention for determining defects
is based on the above conversion table.
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DMAIC

• Six Sigma projects normally follow a five-phase
  improvement process called DMAIC.
• DMAIC is a systematic, closed-loop process for
  continued improvement that is scientific and fact
  based.
• DMAIC stands for
• Define Define the problem/opportunity, process,
  and customer requirements.
• Measure Define measures, then collect, compile,
  and display data.
• Analyze Scrutinize process details to find
  improvement opportunities.
• Improve Generate solutions and ideas for
  improving the problem.
• Control Track and verify the stability of the
  improvements and the predictability of the
  solution.

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Six 9s of Quality

• Six 9s of quality is a measure of quality control
  equal to 1 fault in 1 million opportunities.
• In the telecommunications industry, it means
  99.9999 percent service availability or 30
  seconds of down time a year.

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C.4. Quality Control Charts and the Seven Run Rule

• A control chart is a graphic display of data that
  illustrates the results of a process over time.
• It helps prevent defects and
• allows you to determine whether a process is in
  control or out of control.
• The seven run rule states that if seven data
  points in a row are all below the mean, above the
  mean, or are all increasing or decreasing, then
  the process needs to be examined for non-random
  problems.

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Sample Quality Control Chart
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• Exercise 2 Quality Control Charts

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C.5. Software Testing

• Many IT professionals think of testing as a stage
  that comes near the end of IT product
  development.
• Testing should be done during almost every phase
  of the IT product development life cycle.

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Types of Tests

• Unit testing tests each individual component
  (often a program) to ensure it is as defect-free
  as possible.
• Integration testing occurs between unit and
  system testing to test functionally grouped
  components.
• System testing tests the entire system as one
  entity.
• User acceptance testing is an independent test
  performed by end users prior to accepting the
  delivered system.

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Testing Tasks in the Software Development Life
Cycle
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Software Testing
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Software Testing
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Modern Quality Management

• Modern quality management
• Requires customer satisfaction.
• Prefers prevention to inspection.
• Recognizes management responsibility for quality.

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Improving Information Technology Project Quality

• Several suggestions for improving quality for IT
  projects include
• Establish leadership that promotes quality.
• Understand the cost of quality.
• Focus on organizational influences and workplace
  factors that affect quality.
• Follow maturity models.

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Chapter Summary

• Project quality management ensures that the
  project will satisfy the needs for which it was
  undertaken.
• Main processes include
• Quality planning
• Quality assurance
• Quality control

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An IT Project Methodology
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Project Quality Mgt (PQM)

• PQM focuses on Projects
• Product
• Processes

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The Quality Movement

• Craftsmanship Guilds
• Industrial Revolution Whitney
• Scientific Management Taylor
• Statistical Process Control Shewhart
• Build in quality (vs. inspect) Deming
• Fitness for use by customer Juran
• Continuous improvement Ishikawa
• Quality is free Zero defects Crosby

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Quality Systems CMM

• Capability Maturity Model for Software (CMM-SW)
• Developed by Software Engineering Institute (SEI)
  at Carnegie-Mellon University for DoD
• Guidance on how org can best control its
  processes for developing maintaining software
• Defines 5 levels of Process Maturity
• Identifies recommended practices for Key Process
  Areas specific to software development

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Quality Systems CMM Process Maturity Levels
L5 KPA Process Change Mgt, Tech Change Mgt,
Defect Prevention
L3 KPA Peer Reviews, Product Engr, Intergroup
Coord, Training, Integrated SW Mgt, Org Process
Definition Focus
L4 KPA SW Quality Mgt, Quantitative Process Mgt
L2 KPA Config Mgt, Quality Assurance,
Subcontract Mgt, Project Tracking Oversight,
Proj Planning, Rqmts Mgt
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IT Project Quality Plan
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IT Project Quality Plan Philosophies
Principles

• Focus on customer satisfaction
• Prevention not inspection
• Improve process to improve product
• Quality is everyones responsibility
• Fact-based management

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IT Project Quality Plan Quality Standards
Metrics
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IT Project Quality Plan Verification
Validation

• Verification Are we building the product right?
• Focuses on process-related activities to ensure
  that products deliverables meet specified
  requirements before final testing
• Validation Are we building the right product?
• Product-oriented activities that attempt to
  determine if system/deliverables meet customers
  expectations
• Testing - Does the system function as intended
  and have all the capabilities features defined
  in the projects scope and requirements
  definition?

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IT Project Quality PlanChange Control Config
Mgt

• Component Identification
• Naming conventions
• Version Control
• Evolutionary changes
• Configuration Building
• Builds Releases
• Change Control
• Proposed changes are evaluated, approved or
  rejected, scheduled, and tracked
• Reporting auditing

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IT Project Quality Plan Monitor Control
QC Tools

• Learn, Mature Improve
• Lessons learned
• Improvement
• Best Practices

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Service Quality ???

• Process Quality
• Product Quality
• Service Quality?????