Subjective Q&A - 6 to 10

6. State some differences between SEI CMM and ISO 9000

Common themes between ISO & CMM


ISO 9000:2000

Fundas n Vocabulary

ISO 9001:2000

Requirements

ISO 9004:2000

Gdliens for performance improvements

ISO 9000-3:2000

Gdliens for the application for ISO 9000:2000 to Computer SW



ISO 9001:2000

CMMI

Terminology translation


Top Mgt

Higher level/Sr mgt

QMS; Qlty Manual

OSSP

Qlty Plan

Prj Plan; SW Development Plan; Sys Engg Plan; Data Mgt Plan

Customer; interested party

Customer; Stakeholder

Documented procedure

Plan for performing the process; procedure

Record

work product; record;evidence of implementation

Qlty mgt (very broad sense)

Qlty Mgt (& Qntive mgt)

Similarities


ISO 8 Principles:-


Customer focus

-GP2.7, Identify & involve Relavant stakeholder
-PP SP 2.6, Plan Stakeholder involvement
-RD,TS
-CMMI is not as strong as ISO

Leadership

-GP2.1, Establish an Organizational Policy
-GP2.4, Assign Responsibility
-GP2.10,Review Status with Higher Mgt
-OPF

Invovlement of People

-GP2.3, Provide Resources
-GP2.5,Train Ppl
-GP2.7,Identify n involve Relavant Stakeholder

Process Approach

-GP2.2, Plan the Process
-GP3.1, Establish a efined Process
-OPD,IPM

System Approach

-GP3.1,Establish a defined Process

Continual Improvement

-Focus of entire CMMI through cap n maturity levels

Factual Approach to Decision Making

-GP2.8, M&C the process
-PMC,MA,IPM,DAR

Mutually Beneficial Supplier Relationships

-SAM
-CMMI is less specific abt "collaboration"
-CMMI is more concerned with "control"

Differences


Language


ISO uses 'SHALL' statements (prescriptive)

CMMI doesn't

Compactness of stts in ISO e.g.,

More elaborated (e.g., "determine and provide resources" is implemented in CMMI with GP2.2 & GP2.3 in all Pas)

Details


ISO is very sparse

CMMI provides practices,subpractices,typical work products & amplifications

Guidance


ISO hasn't provided detailed imppln guidance

CMMI has Capability levels n maturity levels

Process Improvement


ISO 9004:2000 provides very igh level guidance for prc improvement

CMMI is devoted to prc improvement
-Distinguished Org. n Prj level prc improvement activiteis

Institutionalization


ISO requires orgns to estblish QMS but doesn't explicitly required instituionalization
-bldg strong prc infrastructure is left to the Orgn.

CMMI very strongly emphasizes institutionalization through GGs n GPs. This is a major strength of the CMMI and is critical to oveall prc imprvovment success

Standard

Model

Broad direction

Detailed

One set of requirements to be satisfied

Progressive steps (levels)

No guidelines ofr implementation

Institutionalization & implementation guidance

Requires interpretation for organizations with many programs

Accomodates organizations with many programs

Applicable for all kinds of organizations

ISO 9000-3 gives the Gdliens for the application for ISO 9000:2000 to Computer SW

Applicable only to software development organizations

Static in nature

Evaluationary in nature and espouses continuous improvement of the software development processes

Contains 8 clauses

Contains 18 KPAs

Certification Audit is like an exam

Final assessment is collaborative

Result of certification is pass fail criteria

Result of assessment is a quantitative score of the maturity of the software development process

Continuous

Staged




7. Write a) Definition b) Who sets it c) Example of the following - Vision, Goal, Value, Mission

Definition

Who Sets it?

Example

Mission: A customer-oriented statement of purpose for a unit or a team.

Senior Management

Infosys' Mission Statement :
"To achieve our objectives in an environment of fairness, honesty, and courtesy towards our clients, employees, vendors and society at large."

Vision: A statement that describes the desired future state of a unit.

Senior Management

Infosys' Vision:
"To be a globally respected corporation that provides best-of-breed business solutions, leveraging technology, delivered by best-in-class people."

QAI vision, "Our vision is to produce competent and successful quality assurance analysts"

Goals: Goals explain how the vision will be achieved.

Operations Management

Kodak - " to rank among the top 25 US based multinational companies in net earnings"

Values: Values or guiding principles tell how to conduct business. They help define an organization's culture and personality by clarifying what behavior is expected in order for the organization to achieve its vision and mission.

Values are established by senior management and respect the integrity of the individual.

The values that drive Infosys:

Customer Delight: A commitment to surpassing our customer expectations.

Leadership by Example: A commitment to set standards in our business and transactions and be an exemplar for the industry and our own teams.

Integrity and Transparency: A commitment to be ethical, sincere and open in our dealings.

Fairness: A commitment to be objective and transaction-oriented, thereby earning trust and respect.

Pursuit of Excellence: A commitment to strive relentlessly, to constantly improve ourselves, our teams, our services and products so as to become the best.

Policy: Managerial desires and intents concerning either processes (intended objectives) or products (desired attributes).

Senior Management

AlliedSignal Aerospace Equipment Systems - Quality Policy

"We will become a Total Quality Company by continuously improving all our work processes to satisfy our internal and external customers."


8. As Requirement analysis plays a major role in the s/w development life cycle, list out the four key attributes of requirements & explain. Give two quality checklists for each of the attributes.

• Complete.

The requirements document includes all of the necessary requirements information.

For example, whether or not SRS includes (Checklist):

  1. all the functions and nonfunctional requirements,
  2. constraints,
  3. external interface requirements, and
  4. data requirements that must be satisfied.

• Consistent.

  1. Internal conflicts do not exist between requirements in the document that result in the requirements contradicting each other.
  2. The requirements also do not conflict with higher-level requirements including business, user, or system-level requirements.
  3. Terminology should also be used consistently within the document:
    • A word has the same meaning every time it is used.
    • Two different words are not used to mean the same thing.

• Modifiable.

The requirements document is organized and written in a manner that will facilitate making future change:

  1. Nonredundant: Each requirement is stated in only one place.
  2. Changeable: Each requirement can be changed without excessive impact on other requirements.

• Unambiguous.

  1. Each requirement statement should have only one interpretation, and each requirement should be specified in a coherent, easy-to-understand manner. For example, the author searches for words that end in "ly" (for example, quickly, user-friendly, automatically) because adverbs by nature are almost always ambiguous.

• Concise.

  1. Each requirement should be stated in short, specific, action-oriented language.

• Finite.

  1. The requirement should not be stated in an open-ended manner. For example, words like "all," "every," and "throughout" should be avoided in requirements statements.

• Measurable.

  1. Specific, measurable limits or values should be stated for each requirement as appropriate.

• Feasible.

  1. The requirement can be implemented using available technologies, techniques, tools, resources, and personnel within the specified cost and schedule constraints.

• Testable.

1. There exists a reasonably cost-effective way to determine that the software satisfies the requirement.

• Traceable.

1. Each requirement should be traceable back to its source (for example, user-level requirements, system-level requirements, standard, and enhancement request).

2. It should also be specified in a manner that allows traceability forward into the design, implementation, and tests.

9. You have to make a presentation on the features of an ISO, CMM and QAI models to your management. What would be part of your presentation?

  • Agenda
  • How does an organization decide to adopt a given model
  • ISO
  • CMM
  • QAI
  • Clauses of ISO
  • Procedure to obtain
  • Levels of CMM
  • Procedure to obtain
  • Details about the QAI model
  • Compare & Contrast ISO/CMM/QAI – synergies

10. How do you measure customer satisfaction/what 3 question will you ask them and how will you react to/analyze the answers given by them.

Or

Your organization produces general-purpose software products and sells to various outfits for use. You have been asked by your management to conduct a customer survey on the products sold. In preparing for the survey, you have found that there are 12 software products developed and sold to 150 customers. A help desk is available to assist customers during 9:00 A.M to 6 P.M. on weekdays. The help desk gets on an average 30 calls per day. The help desk informs that most of the calls relates to insufficient documentation and operational problems. Based on the above, prepare a Customer Survey Questionnaire.

  1. When creating a Customer Satisfaction Survey, our first objective is to get the customer to participate.
  2. If the survey deals with issues that the customer cares about, they are more likely to Participate
  3. The first step in creating a Customer Satisfaction Survey is to focus in on the customer's key quality requirements.
  4. One example is - The elements of the FURPS+ model include Functionality, Usability, Reliability, Performance and Support.
  5. IBM-Rochester follows CUPRIMDA – Capability, Usability, Performance, Reliability, Installability, Maintainability, Documentation/Information, Availability
  6. Another example is the ISO 9126 standard, Information Technology - Software Product Evaluation - Quality Characteristics and Guidelines for Their Use, that defines seven quality characteristics for software product evaluation including:

· Usability

· Reliability

· Efficiency

· Reusability

· Maintainability

· Portability

· Testability

  1. In his book Measuring Customer Satisfaction, Bob Hayes has an example of a support survey based on the quality requirements of availability, responsiveness, timeliness, completeness, and professionalism.
  2. These general lists from the literature can be tailored to match the quality requirements of a specific software product or service.
  3. After selecting the key quality requirements that will be the focus of the survey, the next step is to create the survey questionnaire
  4. The responses to our surveys may be very dependent on the role the respondee has in relationship to our software product. For example, if we again look at large software systems for large multi-user companies, the list of individual customer stakeholders might include:

· Purchasing

· Analysts

· Installers

· Users/Operators

· Engineers/Maintainers

  1. Then convert this data into information that can be used by managers and members of the technical staff.
  2. Three reports are found to be very useful.

· The first report summarizes the current satisfaction/importance level for each key quality requirement.

· The second report examines the distribution of the detailed response data.

· The third report trends the satisfaction level for each key quality requirement over time.

Example - Software Customer Satisfaction Survey

The ABC Software Company is committed to quality and customer satisfaction. We would like to know your

opinion of our XYZ software product. Please indicate your level of satisfaction with and the importance to you of

each of the following characteristics of our product.

On a scale of 1 to 5, circle the appropriate number that indicates how satisfied you are with each of the

following items. A score of 1 being very dissatisfied (VD) and 5 being very satisfied (VS).

On a scale of 1 to 5, circle the appropriate number that indicates the importance to you of each of the

following items. A score of 1 being very unimportant (VU) and 5 being very important (VI). Note that

items 17 & 18 do not have importance scores since they are overall satisfaction items.

In the Comment section after each question, please include reasons for your satisfaction or dissatisfaction

with this item including specific examples where possible.

Functionality (questions 9 & 10), usability (questions 7 & 8), initial reliability (questions 3 & 4), long-term reliability (questions 5 & 6), technical support (questions 11 & 12), installation (questions 1 & 2), documentation (questions 13 & 14) and training (questions 15 & 16), customers overall satisfaction, one for the software product and one for the support services (17& 18).

VD – Very Dissatisfied

VS – Very Satisfied

VU – Very Unimportant

VI – Very Important


Satisfaction

Importance


VD……… VS

VU ………..VI

1. Ease of installation of the software

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



2. Completeness and accuracy of installation 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

instructions



Comments:



3. Ability of the initially delivered software to function 1 2 3 4 5 1 2 3 4 5



without errors or problems

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



4. Ability of the initially delivered software to function 1 2 3 4 5 1 2 3 4 5



without crashes or service interruptions

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



5. Long term ability of the software to function 1 2 3 4 5 1 2 3 4 5



without errors or problems

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



6. Long term ability of the software to function 1 2 3 4 5 1 2 3 4 5



without crashes or service interruptions

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



7. Ability of the user to easily perform required tasks 1 2 3 4 5 1 2 3 4 5



using the software

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



8. User friendliness of the software 1 2 3 4 5 1 2 3 4 5



Comments:



9. Completeness of the software in providing all of the 1 2 3 4 5 1 2 3 4 5



functions I need to do my job

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



10. Technical leadership of the functionality of this 1 2 3 4 5 1 2 3 4 5



product compared to other similar products

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



11. Availability of the technical support 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



12. Ability of technical support to solve my problems 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



13. Completeness of the user documentation 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



14. Usefulness of the user documentation 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



15. Completeness of the training 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



16. Usefulness of the training 1 2 3 4 5 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



17. Overall, how satisfied are you with the XYZ 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

software product?

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:



18. Overall, how satisfied are you with the XYZ 1 2 3 4 5

1- 2 -3 -4 -5

1 -2 -3 -4 -5

software products support services?

1- 2 -3 -4 -5

1 -2 -3 -4 -5

Comments:




Customer Surveys

Or in simple, it can be written like this:

  • How satisied are you with the product delivered wrt meeting needs of customer
  • Did the customer receive the product on time
  • Are the issues resolved on time (as promised)
  • Whether SLA (Service Level agreement has been met)
  • Is the Dev group courteous while communicating with Customer
  • Did the product meet the expectation of the customer
  • Customer to be asked to rate in the following manner using LIKERT SCALE

1 – Very satisfied

2 – satisfied

3 –Partially Satisfied

4 – Neither satisfied nor dissatisfied

5 – Not satisfied

  • If Dissatisfied, they need to provide specific instances as to that casued their dissatisfaction

Analysis of Surveys

  • Perform Pareto Analysis/Cause and Effect
  • Determine the root cause
  • Share the survey findings with Customer
  • Prepare an action Item and share it with Customer

posted by Prasanna Kumar at 11:13 AM

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