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Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM

Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System. Project Presentation Structure. Study of Quality, ISO QMS,TQM, Six Sigma, CMM

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Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM

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  1. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  2. Project Presentation Structure • Study of Quality, ISO QMS,TQM, Six Sigma, CMM • Research Methods, Survey • Questions for organizations, Developers & Managers • Discussion of results from the Field Study • Course of Action for Quality Implementation at ESPL • Evaluation and Further Work Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  3. Reasons for Choosing to do a Project on Quality Management? Project Objectives To gain a better understanding of the work being done in the field of software industry with regard to quality assurance and process improvement. To assess the acceptance of QMS in software companies. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  4. Philip B Crosby’s 4 Absolutes of Quality ------------------------------------------------------------------------------------------------------------------------ Definition of Quality: Conformance to Requirements System of Quality: Prevention Performance Standard of Quality : Zero Defects Cost of Quality: Price of Non Conformance to Requirements --------------------------------------------------------------------- “Quality is Free” - Philip B. Crsoby Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  5. The Dimensions of Quality Quality lies in eyes of beholder !!!!! Is quality subjective or objective???? Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  6. Quality Depends on…….. A Rupees Two Plastic Pen may be Qualitatively more Sound than a Gold Nib Parker Pen !!!!!! Quality, simplistically, means that a product should meet its specification. “Delighting the customer by fully meeting their needs and expectations”. The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs. Quality management is a method for ensuring that all the activities necessary to design, develop and implement a product or service are effective and efficient with respect to the system and its performance. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  7. Understanding Process Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  8. Quality Through Process Improvement / Inspection ? Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  9. Quality Management Principles Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  10. Quality Management Systems - QMS • Quality Management Systems (QMS) is a collective term for methods and techniques developed to ensure the quality of products and processes in a company. It's usually represented as a formal set of process descriptions and routines that the company wants their employees to follow. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  11. QMS Requirements • Identify the processes needed for the quality management system and their application throughout the organization. • Determine the sequence and interaction of these processes. • Determine criteria and methods needed to ensure that both the operation and control of these processes are effective. • Ensure the availability of resources and information necessary to support the operation and monitoring of these processes. • Monitor, measure and analyze these processes and • Implement actions necessary to achieve planned results and continual improvement of these processes. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  12. Process Management • Quality starts with market research – to establish the true requirements for the product or service and the true needs of the customers. However, for an organisation to be really effective, quality must span all functions, all people, all departments and all activities and be a common language for improvement. The cooperation of everyone at every interface is necessary to achieve a total quality organisation. • The quality of a (software) system is largely governed by the quality of the process used to develop and maintain it. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  13. Quality and the IS0 9000 Series • The ISO 9000 is a series of standards for ensuring that all the specified requirements given by a customer is delivered. It consists of a range of standards that apply to all kinds of organizations in all areas. • They give guidelines and requirements for implementing a Quality Management System in the organizations. ISO9001:2000 gives the requirements, while ISO 9000 and ISO 9004 describes guidelines for how to implement the requirements. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  14. What Makes You Better? • Why are you a better programmer than a first-year student? Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  15. Some Answers... • More training • Know how to use tools • Have seen some problems before • Know how things fit together • Familiar with language • Object, semaphore, recursion, etc • Better process! Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  16. Examples of Better Processes • Incremental coding • Code a little, test a little • Compare to writing entire program and testing • Error prevention versus debugging • Cheaper and easier to prevent than to find bugs Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  17. What Makes Organizations Better? • Why are some organizations better than others? • Deliver software on time • Deliver with high quality and few defects • Do some of the same things for a personal level scale up to organizations? • Assume two groups are doing same project, why would one be better than another? Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  18. Some Answers... • Great people • Smart management • Better tools • Good processes, standards and policies that all team members know and follow Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  19. What is the Point of Processes? • Basically, so we don’t reinvent the wheel! • Learn from mistakes • Never make the same mistake twice! • Incorporate best practices • Something works better than another • Routinization of standard tasks • Do it right once and then reuse it • Predictability Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  20. Process Quality Attributes Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  21. 21 clauses of the ISO 9001:2000 • 1. Quality Management Process • 2.Resource Management Process • 3. Regulatory Research Process • 4. Market Research Process • 5. Product Design Process • 6. Purchasing Process • 7. Production Process • 8. Service Provision Process • 9. Product Protection Process • 10. Customer Needs Assessment Process • 11. Customer Communications Process • 12. Internal Communications Process • 13. Document Control Process • 14. Record Keeping Process • 15. Planning Process • 16. Training Process • 17. Internal Audit Process • 18. Management Review Process • 19. Monitoring and Measuring Process • 20. Nonconformance Management Process • 21. Continual Improvement Process Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  22. Total Quality Management(TQM) The core of TQM is the customer-supplier interfaces, both externally and internally, and at each interface lie a number of processes. This core must be surrounded by commitment to quality, communication of the quality message, and recognition of the need to change the culture of the organisation to create total quality. These are the foundations of TQM, and they are supported by the key management functions of people, processes and systems in the organisation. TQM is a set of systematic activities carried out by the entire organization to effectively and efficiently achieve company objectives so as to provide products and services with a level of quality that satisfies customers, at the appropriate time and price. TQM is a management strategy aimed at embedding awareness of quality in all organizational processes. TQM is composed of three paradigms: Total: Organization wide Quality: Conformance to Specifications Management: The system of managing with steps like Plan, Organize, Control, Lead. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  23. Stages of TQM Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  24. Six Sigma • Sigma is a measure of goodness: the capability of a process to produce perfect work. • A “defect” is any mistake that results in customer dissatisfaction. • Sigma indicates how often defects are likely to occur. • The higher the sigma level, the lower the defect rate. • The lower the defect rate, the higher the quality. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  25. ISO 9001:2000 QMS • An international set of standards for quality management. • ISO 9001 is applicable to organisations which design, develop and maintain products or provide any form of services.It provides a number of requirements which an organization needs to fulfill if it is to achieve customer satisfaction through consistent products and services which meet customer expectations. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  26. Why have Sigma as a Quality Measure • Sigma allows comparison of products and services of varying complexity on an apple to apple basis. • Also, it provides a common basis for benchmarking. • The higher the sigma level, the better your operation is performing. • Sigma measures how well you’re doing in getting to zero defects. • Six Sigma is a set of practices originally developed by Motorola to systematically improve processes by eliminating defects. A defect is defined as nonconformity of a product or service to its specifications. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  27. Opportunities for Error at Various Service Level NUMBER OF DEFECTS PER MILLION OPPORTUNITIES FOR ERROR ASSOCIATED SIGMA LEVEL 66,810 3.0 22,750 3.5 6,210 4.0 1,350 4.5 233 5.0 32 5.5 3.4 6.0 Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  28. Six Steps to Six Sigma • Step1: Identify the product you create or the service you provide. • Step2: Identify the Customer(s) for your product or service and determine what they consider important. • Step3: Identify your needs (to provide product/service so that it satisfies the Customer). • Step4: Define the process for doing the work. • Step5: Mistake-proof the process and eliminate wasted effort. • Step6: Ensure continuous improvement by measuring, analyzing, and controlling the improved process. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  29. Why CMM? • Customer needs predictability • time, cost, quality • Premises • The process of constructing software can be defined, managed, measured, and progressively improved • In a mature and adaptable process, people, methods, techniques, and technology are coupled to consistently produce quality software Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  30. CMM The CMM has been used to assess the maturity levels of organization areas as diverse as software engineering, system engineering, project management, risk management, system acquisition, information technology (IT) or personnel management, against a scale of five key processes, namely: Initial, Repeatable, Defined, Managed and Optimized. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  31. Managed 4 3 Repeatable 2 1 Software CMM Level Focus Key Process Areas Continuous Defect Prevention Technology Change Management Process Change Management Optimizing process 5 improvement Quantitative Process Management Software Quality Management Product and process quality Engineering Organization Process Focus Organization Process Definition Training Program Integrated Software Management Software Product Engineering Intergroup Coordination Peer Reviews Defined processes and organizational support Project Requirements Management Software Project Planning Software Project Tracking & Oversight Software Subcontract Management Software Quality Assurance Software Configuration Management management processes Competent people Initial Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  32. Level 1 - Initial • Process is ad hoc, occasionally chaotic • Few and informally defined processes • No mechanism to ensure they are used consistently • Ineffective planning • Reaction-driven management • Unpredictable • Success due to heroic efforts ~80% of software organizations worldwide Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  33. Level 2 - Repeatable • Basic management processes, quality assurance and configuration control procedures in place • Can repeat earlier successes • Realistic project commitments based on results of previous projects • Still has frequent quality problems • Stable planning and tracking • ~15% of software organizations worldwide Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  34. Level 3 - Defined • Documented, standardized, and integrated management and engineering processes • Procedures are in place to insure they are followed • Projects tailor organization’s standard to develop own process • Stable foundation for software engineering and management • ~5% of software organizations worldwide Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  35. Level 4 - Managed • Quality and productivity quantitative goals are established • Exceptional cases are identified and addressed • Process is measured and operates within limits • < 1% of software organizations worldwide Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  36. Level 5 - Optimizing • Organization focuses on continuous process improvement • Goal is to address and prevent problems by analyzing their cause in the process • Process improvement is budgeted, planned, and part of the organization’s process • Identify and quickly transfer best practices • Only a handful of organizations worldwide Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  37. Possible Applications • Human Resources: reduce the number of requisitions unfilled after 30 days. • Customer Service: measure the number of calls answered on the first ring. • Engineering Support: reduce the number of schematics returned because of drafting errors • Order Fulfillment: eliminate Customer returns because of incorrect parts or product being shipped. • Finance: reduce the instances of accounts being paid after a specified time limit has elapsed. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  38. Software Quality Management • Concerned with ensuring that the required level of quality is achieved in a software product. It specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements. • Methodology known as “Plan-Do-Check-Act” (PDCA) can be applied to all processes: Plan: Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organisation’s policies. Do: Implement the processes. Check: Monitor and measure processes and product against policies, objectives and requirements for the product and report the results. Act: Take actions to continually improve process performance. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  39. Quality Management Activities • Quality assurance • Establish organisational procedures and standards for quality. • Quality planning • Select applicable procedures and standards for a particular project and modify these as required. • Quality control • Ensure that procedures and standards are followed by the software development team. • Quality management should be separate from project management to ensure independence. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  40. Importance of standards • Encapsulation of best practice- avoids repetition of past mistakes. • They are a framework for quality assurance processes - they involve checking compliance to standards. • They provide continuity - new staff can understand the organisation by understanding the standards that are used. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  41. Problems with standards • They often involve too much bureaucratic form filling. • If they are unsupported by software tools, tedious manual work is often involved to maintain the documentation associated with the standards. • Excessive clerical work is the most significant complaint against standards. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  42. Research Methods • Survey Surveys are a method of performing empirical studies, that often aims to generalize over the population where the sample was taken. • Qualitative Surveys Often, a qualitative survey may be performed as an initial survey or a pre-study to a larger survey, where depth interviews are performed, and the results from this is used in the development of a larger quantitative survey. The questions used in a qualitative survey are often general, and not necessarily as well defined and admissible for statistical analysis. • Quantitative surveys A quantitative survey generally focuses on more respondents, and questionnaires where the respondent are given defined options, often represented as multiple choice. This is very practical when we want statistical outcome, since such quantitative data is well suited for application of different statistical methods. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  43. Questions for organizations • To gain a better understanding of some of the main challenges and focus areas in software industry, short interviews was conducted with people from the software organisation. The questions asked were general questions about what they regarded as the most important issues concerning quality assurance, and also about their organisations work. • FS1 What are the goals and visions for the group's work? • FS2 What seem to be the greatest challenges for quality assurance and process improvement in software industry? • FS3 How have new technology like the Internet and better communication affected the group's work and the general work for improving quality? • FS4 What are your opinions on formal certifications and assessments like ISO, CMM? Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  44. Answers • FS1 What are the goals and visions for the group's work? To create a repeatable process that ensures a high quality for all software made. • FS2 What seem to be the greatest challenges for quality assurance and process improvement in software industry? The willingness and ability to give substantial priority and resources to these things in a very busy working day, where important customer obligations, typical with a very short time horizon, must be solved. • FS3 How have new technology like the Internet and better communication affected the group's work and the general work for improving quality? This is in general of great importance for experience transfer and knowledge management, both within companies and across companies.. • FS4 What are your opinions on formal certifications and assessments like ISO, CMM? It is becoming more and more important. But simplifications and downscaling of the methods / frameworks are important, as well as removing misunderstandings about how complex these things have to be. One of the main challenges is to get people to use their time to think about quality assurance and process improvement. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  45. Interviews of Developers & Quality Managers • R1 Are developers negative to routines and formalities in the QMS? Most interviewees reported that they thought of the system as too cumbersome to use in the daily work situation. • R2 Do formal certifications increase quality? It seemed that companies in general are more concerned about the formalities, which may be related to their special relations with their customers. The companies that were certified all reported that the certification was very important to ensure the quality of their work, and that they relied on them. • R3 Certification today, a must or just more work? Formal certifications are very popular among software companies. Certification is a must today. It is desired for delivery of excellence and acceptance by customers. • R4 Developers vs Managers. A battle for quality? There existed a gap between managers and developers in how they thought quality issues should be handled. • R5 How make a QMS work? • Employee participation increase the use of the QMS. Developers must be trained in the use and the content of the QMS. They must be made aware of which parts of their daily work that may be included in the system. • If we should try to identify three main factors for making a QMS work, the following three would be highly relevant: - Good training, performed as a combination of workshops and mentor programmes. - User participation in all phases of implementation and updating of the QMS. - Frequent updates of the routines and process descriptions. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  46. ISO 9000 and quality management Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  47. Establishing a Quality Management System • DEVELOP A QUALITY SYSTEM FOR SOFTWARE PRODUCTS AND RELATED SERVICES • DEVELOP QUALITY MANAGEMENT SYSTEM DOCUMENTS. • PREPARE A QUALITY MANAGEMENT SYSTEM MANUAL. • MAINTAIN QUALITY MANAGEMENT SYSTEM RECORDS. • SUPPORT QUALITY • PROMOTE THE IMPORTANCE OF QUALITY. • IMPLEMENT YOUR QUALITY MANAGEMENT SYSTEM. • IMPROVE YOUR QUALITY MANAGEMENT SYSTEM. • FOCUS ON YOUR CUSTOMERS • IDENTIFY CUSTOMER REQUIREMENTS. • MEET CUSTOMERS REQUIREMENTS. • ESTABLISH A QUALITY POLICY • PERFORM QUALITY PLANNING • PROVIDE QUALITY RESOURCES • PROVIDE QUALITY PERSONNEL • PROVIDE QUALITY INFRASTRUCTURE • PROVIDE QUALITY ENVIRONMENT • CONTROL SOFTWARE PRODUCT REALIZATION PLANNING • CONTROL CUSTOMER PROCESSES • CONTROL SOFTWARE DESIGN AND DEVELOPMENT • CARRY OUT REMEDIAL PROCESSES • MONITOR AND MEASURE QUALITY • CONTROL YOUR NONCONFORMING SOFTWARE PRODUCTS • ANALYZE QUALITY INFORMATION • TAKE REQUIRED REMEDIAL ACTIONS Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  48. Evaluation & Further Work The most crucial thing for the QMS to succeed, seems to be to give the users of the system ownership of their work routines and processes, and let them be directly involved in the evolution of their workplace. We suggest that future studies look closer at how these aspects are handled, and also take a closer look at the different roles in software development environments, and how these interact with each other. Further work may be done to study how the QMS is actually used by the different roles in the company throughout the development process. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  49. Quality control • This involves checking the software development process to ensure that procedures and standards are being followed. • There are two approaches to quality control • Quality reviews; • Automated software assessment and software measurement. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

  50. References B. Levitt and J. G. March. Organizational learning. Annual Review of QMS, 14, 2007. M. C. Paulk, B. Curtis, E. Averill, J. Bamberger, T. Kasse, M. Konrad, J. Perdue, C. Weber, and J. Withey. Capability maturity model for software. Technical Report CMU/SEI-91-TR-24 ADA240603, 2006. W. Royce. Managing the development of large software systems: concepts and techniques. In Proceedings of International Organization of Standards. ISO 8402. ISO, 2000. Booch Jacobson and Rumbaugh. The United Software Development Process. Addison Wesley, 2005. Praxiom Research Group Limited. ISO 9001:2000 in plain English. http://praxiom.com/iso-new.htm. Ikujiro Nonaka and Hirotaka Takeuchi. The Knowledge Creating Company. Oxford University Press, 2007. EDB Business Partner. http://www.edb.com. Cecilie Skramstad. ISO 9000 certification - experiences from europe. DNV and NTNU, 2006 Experimentation in software engineering: an introduction. Kluwer Academic Publishers, Norwell, MA, USA, 2006 International Organization for Standardization ISO. ISO]/IEC 90003:2004. Guidelines for the application of ISO 9001:2000 to computer software. Study of ISO 9001:2000 Quality Management System, Total Quality Management, CMM Investigation of Quality Management System in Software Companies and Establishing a Quality Management System

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