quality assurance
TRANSCRIPT
Quality Assurance in IT
Kai Atkins, Quality Assurance Advisor – Web Essentials
Quality Assurance in Information Technology
Crucial to prosperity
Quality Assurance in Information Technology
IT industry analysis
Quality Assurance in Information Technology
IT industry improvements
Quality Assurance in Information Technology
No Silver Bullet
Quality Assurance in Information Technology
Past experience & TQM
Quality Assurance in Information Technology
Total Quality Management Concepts• Set quailty measures and standards on customer or user
wants and needs.
• Place ultimate responsibility for quality not only within but throughout the organization.
• Make quality a shared responsibility.
• Create CLEAR standards and measurements
Quality Assurance in Information TechnologyTotal Quality Management Concepts • Make use of existing process measures and checkpoints
whereever possible rather than introduce new measures.
• Incorporate and align quality measures and business objectives.
• Do not limit interventions to indentify failures to meet standards; require corrective action plans based on root cause analysis.
• Focus on correcting the process than short -term fixes.
Quality Assurance in Information Technology
Define an IT quality function
Quality Assurance in Information Technology
After-the-fact quality
Quality Assurance in Information TechnologyMission of the quality function must: • Provide discipline and rigor to address quality
improvements.
• Define top quality goals and measures.
• Drive consistent, agreed-to quality measures and corresponding management systems.
• Identify and prioritize IT quality issues from an end-to-end perspective.
Quality Assurance in Information TechnologyMission of the quality function must: • Serve as a focal point for an extended IT quality network
comprised of end users and providers.
• Assign issues to owners for resolution, root cause analysis, and track results.
• Promote knowledge sharing of best practices relative to QM.
• Drive preventive defect activities so that quality does NOT become and afterthought.
Quality Assurance in Information Technology
Quality Objectives
Quality Assurance in Information Technology
“What does the quality function want to accomplish?”
Quality Assurance in Information Technology
Sample quality objectives: • Improve user satisfaction
• Control cost
• Reduce defects
• Improve infrastructure and stability
• Improve user perception of quality
Quality Assurance in Information Technology
Quality Strategies
Quality Assurance in Information Technology
“How will we achieve our objectives?”
Quality Assurance in Information Technology
Another Strategy
Quality Assurance in Information Technology
Be effective!
Quality Assurance in Information Technology
Design a small, focused quality function
Quality Assurance in Information TechnologyQuality Function: • Size: How large should the quality function be?
• Structure: How should the function be organized?
• Scope: What should be the focus?
• Roles and responsibilites: Who should do what?
• Skills: What kind of talent an capabilities are needed?
• Measures: How should performance be tracked?
Quality Assurance in Information Technology
Quality Leader
Quality Assurance in Information TechnologyQuality leader responsibilities: • Provide overall leadership in achieving quality objectives.
• Represent and end-to-end perspective of quality issues.
• Ensure quality and process improvement activities across the organization.
• Communicate clearly the function's mission, objectives, issues, measures, etc.
• Include quality objectives and initiatives in the strategy.
Quality Assurance in Information Technology
Quality Advocates
Quality Assurance in Information TechnologyQuality advocates responsibilities: • Identify and prioritize quality issues.
• Drive root cause analysis of quality issues.
• Assist in creating action plan pursuant to root cause analysis.
• Drive preventive actions to eliminate defect replication.
• Anticipate and address quality issues in their specific areas. • Serve as focal points for the extended quality network.
Quality Assurance in Information Technology
Taking the next steps
Quality Assurance in Information Technology
• Find and designate a quality leader
• Enlist quality advocates
Quality Assurance in Information Technology
What are the benefits of Quality in IT?
Quality Assurance in Information TechnologyBenefits of Quality in IT: • Increased Efficiency
• Increased Revenue
• Employee Morale
• International Recognition
• Factual Approach to Decision Making • Supplier Relationships
Quality Assurance in Information TechnologyBenefits of Quality in IT: • Documentation
• Consistency
• Customer Satisfaction
• Improvement Processes
• Kai is happy ^_^
Quality Assurance in Information Technology
Q&A