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Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

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Page 1: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Quality Attributes; Product specific, Organization Specific

Standards of Quality; ISO, TQM, Six Sigma

Page 2: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Quality Attributes

• Quality attributes set is a way to represent customer quality requirements

• Ask your current and prospective customers about their definition of quality

• Develop a quality assurance program based on the requirements of your customers

Page 3: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Product-Specific Attributes

• Ease of use• Documentation• Defect tolerance• Defect frequency• Defect impact• Packaging• Price versus reliability• Performance

Page 4: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Organization-Specific Attributes

• Service and support• Internal processes

Page 5: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Achieving High Levels of Software Quality - 1

• Enterprise-wide quality programs• Quality awareness and training methods• Quality standards and guidelines• Quality analysis methods• Quality measurement methods• Defect prevention methods• Non-test defect removal methods

Page 6: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Achieving High Levels of Software Quality - 2

• Testing methods• User-satisfaction methods• Post-release quality control

Page 7: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Quality Assurance Organizations

• No quality assurance 60%• Token quality assurance 20%• Passive quality assurance 15%• Active quality assurance 5%

Page 8: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Best in Class Quality Results - 1

• Quality measurements• Defect prevention• Defect and quality estimation automation• Defect tracking automation• Complexity analysis tools• Test coverage analysis tools• Formal inspections

Page 9: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Best in Class Quality Results - 2

• Formal testing by test specialists• Formal quality assurance group• Executive and managerial understanding of

quality

Page 10: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Two Components ofSoftware Quality Improvement

• Reductions in total defect potentials using methods of defect prevention

• Improvements in cumulative removal efficiency levels

Page 11: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Categories of Software Defects

• Errors of commission: something wrong is done

• Errors of omission: something left out by accident

• Errors of clarity and ambiguity: different interpretations

• Errors of speed and capacity

Page 12: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Software Defect Prevention Req.

Defects Design Defects

Code Defects

Document Defects

Perf. Defects

JAD

Excellent

Good

N/A

Fair

Poor

Prototypes

Excellent

Excellent

Fair

N/A

Excellent

Structured Methods

Fair

Good

Excellent

Fair

Fair

CASE Tools

Fair

Good

Fair

Fair

Fair

Blueprints / Reusable Code

Excellent

Excellent

Excellent

Excellent

Good

QFD

Good

Excellent

Fair

Poor

Good

Page 13: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Joint Application Development

• Users are active participants in the requirements sessions

• Both client and MIS sides agree on uninterrupted time commitments

• JAD-based requirements are more “complete” versus the traditional requirements

Page 14: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Quality Function Deployment

• QFD is a very formal, structured group activity involving clients and development personnel

• During QFD sessions, user’s quality criteria are exhaustively enumerated and defined. This is followed by the product’s quality response to these requirements

Page 15: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Project Management Approaches and Poor Software Quality

• Exact opposite of the project management approaches correlating with high software quality

Page 16: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

SQA Group’s Activities - 1

• Preparation of an SQA plan for a project– Evaluations to be performed– Audits and reviews to be performed– Standards that are applicable to the project– Procedures for error reporting and tracking– Documents to be produced by the SQA group– Amount of feedback provided to the software

project team

Page 17: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

SQA Group’s Activities - 2

• Participation in the development of the project’s software process description

• Review of software engineering activities to verify compliance with the defined software process

• Audit of designed software work products to verify compliance with those defined as part of the software process

Page 18: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

SQA Group’s Activities - 3

• Ensure that deviations in software work and work products are documented and handled according to a documented procedure

• Record any noncompliance and reports to senior management

Page 19: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Costs of Software Quality - 1

• Defects prevention costs• User satisfaction optimization costs• Data quality defect prevention costs• Data quality defect removal costs• Quality awareness/training costs• Non-test defect removal costs• Testing defect removal costs

Page 20: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Costs of Software Quality - 2

• Post-release customer support costs• Litigation and damage award costs• Quality savings from reduced scrap/rework• Quality savings from reduced user downtime• Quality value from reduced time-to-market

intervals

Page 21: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Costs of Software Quality - 3

• Quality value from enhanced competitiveness• Quality value from enhanced employee

morale• Quality return on investment

Page 22: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Cost Per Defect Hazards

• Test cases must be created whether there are many bugs, only a few, or none at all

• Test cases must be run whether there are any bugs or not, although tests will be run more often for buggy software

• During testing, programmers are waiting (and getting paid) for bugs to be found

Page 23: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Standards for Quality Management System

Page 24: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-24

Fitness forConsumer UseFitness forConsumer Use

Producer’s PerspectiveProducer’s Perspective Consumer’s PerspectiveConsumer’s Perspective

Quality of ConformanceQuality of Conformance

• Conformance to specifications

• Cost

Quality of DesignQuality of Design

• Quality characteristics• Price

MarketingMarketingProductionProduction

Meaning of Quality Meaning of Quality

Meaning of Quality

Page 25: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-25

TQM and…

• … Partnering– a relationship between a company and its

supplier based on mutual quality standards• … Customers

– system must measure customer satisfaction• … Information Technology

– infrastructure of hardware, networks, and software necessary to support a quality program

Page 26: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc. 3-26

Quality Improvement and Role of Employees

• Participative problem solving– employees involved in

quality management – every employee has

undergone extensive training to provide quality service to Disney’s guests

Page 27: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-27

PresentationImplementationMonitoring

SolutionProblem results

Problem AnalysisCause and effectData collection and analysis

Problem IdentificationList alternativesConsensusBrainstorming

TrainingGroup processesData collectionProblem analysis

Organization8-10 membersSame areaSupervisor/moderator

Quality Circle

Page 28: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-28

Strategic Implications of TQM

• Strong leadership• Goals, vision, or mission• Operational plans and policies• Mechanism for feedback

Page 29: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-29

Six Sigma

• A process for developing and delivering near perfect products and services

• Measure of how much a process deviates from perfection

• 3.4 defects per million opportunities• Champion

– an executive responsible for project success

Page 30: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc. 3-30

Black Belts and Green Belts

• Black Belt– project leader

• Master Black Belt– a teacher and mentor

for Black Belts

• Green Belts– project team members

Page 31: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-31

3.4 DPMO3.4 DPMO

67,000 DPMOcost = 25% of sales

67,000 DPMOcost = 25% of sales

DEFINEDEFINE CONTROLCONTROLIMPROVEIMPROVEANALYZEANALYZEMEASUREMEASURE

Six Sigma: DMAIC

Page 32: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-32

TQM in Service Companies

• Principles of TQM apply equally well to services and manufacturing

• Services and manufacturing companies have similar inputs but different processes and outputs

• Services tend to be labor intensive• Service defects are not always easy to

measure because service output is not usually a tangible item

Page 33: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc. 3-33

Quality Attributes in Service

• Benchmark– “best” level of quality

achievement one company or companies seek to achieve

• Timeliness– how quickly a service is

provided“quickest, friendliest, most

accurate service available.”

Page 34: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-34

Cost of Quality

• Cost of Achieving Good Quality– Prevention costs

• costs incurred during product design– Appraisal costs

• costs of measuring, testing, and analyzing• Cost of Poor Quality

– Internal failure costs• include scrap, rework, process failure, downtime, and

price reductions– External failure costs

• include complaints, returns, warranty claims, liability, and lost sales

Page 35: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-35

Prevention Costs• Quality planning costs

– costs of developing and implementing quality management program• Product-design costs

– costs of designing products with quality characteristics• Process costs

– costs expended to make sure productive process conforms to quality specifications

• Training costs– costs of developing and putting on quality training programs for

employees and management• Information costs

– costs of acquiring and maintaining data related to quality, and development of reports on quality performance

Page 36: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-36

Appraisal Costs

• Inspection and testing– costs of testing and inspecting materials, parts, and

product at various stages and at the end of a process• Test equipment costs

– costs of maintaining equipment used in testing quality characteristics of products

• Operator costs– costs of time spent by operators to gar data for testing

product quality, to make equipment adjustments to maintain quality, and to stop work to assess quality

Page 37: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-37

Internal Failure Costs

• Scrap costs– costs of poor-quality products

that must be discarded, including labor, material, and indirect costs

• Rework costs– costs of fixing defective

products to conform to quality specifications

• Process failure costs– costs of determining why

production process is producing poor-quality products

• Process downtime costs– costs of shutting down productive process to fix problem

• Price-downgrading costs– costs of discounting poor-quality products—that is, selling products as

“seconds”

Page 38: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-38

External Failure Costs

• Customer complaint costs– costs of investigating and

satisfactorily responding to a customer complaint resulting from a poor-quality product

• Product return costs– costs of handling and replacing

poor-quality products returned by customer

• Warranty claims costs– costs of complying with product

warranties

• Product liability costs– litigation costs resulting

from product liability and customer injury

• Lost sales costs– costs incurred because

customers are dissatisfied with poor quality products and do not make additional purchases

Page 39: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-39

Seven Quality Control Tools

• Pareto Analysis• Flow Chart• Check Sheet• Histogram

• Scatter Diagram• SPC Chart• Cause-and-Effect

Diagram

Page 40: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-40

NUMBER OFCAUSE DEFECTS PERCENTAGE

Poor design 80 64 %Wrong part dimensions 16 13Defective parts 12 10Incorrect machine calibration 7 6Operator errors 4 3Defective material 3 2Surface abrasions 3 2

125 100 %

Pareto Analysis

Page 41: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-41

Perc

ent f

rom

eac

h ca

use

Causes of poor quality

Mac

hine calib

rations

Defecti

ve par

ts

Wro

ng dim

ensio

ns

Poor Des

ign

Operato

r erro

rsDefe

ctive

mate

rials

Surfa

ce ab

rasio

ns

0

10

20

30

40

50

60

70(64)

(13)(10)

(6)(3) (2) (2)

Pareto Chart

Page 42: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-42

Flow Chart

Operation DecisionStart/ Finish

Start/ Finish

Operation

OperationOperation

Operation

Decision

Page 43: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-43

Check Sheet

COMPONENTS REPLACED BY LABTIME PERIOD: 22 Feb to 27 Feb 2002REPAIR TECHNICIAN: Bob

TV SET MODEL 1013

Integrated Circuits ||||Capacitors |||| |||| |||| |||| |||| ||Resistors ||Transformers ||||CommandsCRT |

Page 44: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-44

Histogram

0

5

10

15

20

1 2 6 13 10 16 19 17 12 16 2017 13 5 6 2 1

Page 45: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-45

Scatter Diagram

Y

X

Page 46: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-46

Control Chart

18

12

6

3

9

15

21

24

2 4 6 8 10 12 14 16

Sample number

Num

ber o

f def

ects

UCL = 23.35

LCL = 1.99

c = 12.67

Page 47: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-47

Cause-and-Effect Diagram

QualityProblemQualityProblem

Out of adjustment

Tooling problems

Old / worn

MachinesMachinesFaulty testing equipment

Incorrect specifications

Improper methods

MeasurementMeasurement

Poor supervision

Lack of concentration

Inadequate training

HumanHuman

Deficienciesin product design

Ineffective qualitymanagement

Poor process design

ProcessProcess

Inaccuratetemperature control

Dust and Dirt

EnvironmentEnvironment

Defective from vendor

Not to specifications

Material-handling problems

MaterialsMaterials

Page 48: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-48

Baldrige Award

• Created in 1987 to stimulate growth of quality management in the United States

• Categories– Leadership– Information and analysis– Strategic planning– Human resource– Focus– Process management– Business results– Customer and market focus

Page 49: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc.

3-49

ISO 9000

• A set of procedures and policies for international quality certification of suppliers

• Standards– ISO 9000:2000

• Quality Management Systems—Fundamentals and Vocabulary

• defines fundamental terms and definitions used in ISO 9000 family

• ISO 9001:2000– Quality Management Systems—

Requirements– standard to assess ability to

achieve customer satisfaction• ISO 9004:2000

– Quality Management Systems—Guidelines for Performance Improvements

– guidance to a company for continual improvement of its quality-management system

Page 50: Quality Attributes; Product specific, Organization Specific Standards of Quality; ISO, TQM, Six Sigma

Copyright 2006 John Wiley & Sons, Inc. 3-50

Implications of ISO 9000 for U.S. Companies

• Many overseas companies will not do business with a supplier unless it has ISO 9000 certification

• ISO 9000 accreditation• ISO registrars• A total commitment to quality

is required throughout an organization