Quality Process
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Quality Process
VIJAYARAJ K, 17th Sep
Agenda •
Definition Of Quality
•
Evolution of Quality
•
Quality Process
•
TQM and it’s benefits
•
PDSA cycle
•
TQM System
•
QA and QC
•
Metrics
•
Diff between ISO and TQM
•
Quality Gurus and Awards.
What is quality
•
Quality is not a program; it is an approach to business
•
Quality is a collection of powerful tools and concepts that is proven to work
•
Quality is defined by the customer through his/her satisfaction
•
Quality includes continuous improvement and breakthrough events
•
Quality increases customer satisfaction, reduces cycle time and eliminates errors.
costs, and
Definitions of Quality •
Conformance to specifications
•
Fitness for use
•
Fulfillment of customer expectation
•
Doing the right things, every time
•
The totality of features and characteristics of a product or Service that bear
•
On its ability to satisfy stated or implied needs (ISO definition).
Evolution of Quality Process •
From the end of the 13th century to the early 19th century, craftsmen across medieval Europe were organized into unions called guilds. These guilds were responsible for developing strict rules for product and service quality
•
In the 20th Century, Walter Shewhart, a statistician for Bell Laboratories, began to focus on controlling processes using SPC in the mid-1920s
•
W Edwards Deming, a statistician with the U.S. Department of Agriculture and Census Bureau, has followed Shewhart’s SQC methods and later became a leader of the quality movement in both Japan and the United States.
Evolution of Quality Process •
Quality became a critical component of the 2nd war effort: Bullets manufactured in one state, for example, had to work consistently in rifles made in another. The armed forces initially inspected virtually every unit of product; then to simplify and speed up this process without compromising safety, the military began to use sampling techniques for inspection
•
In 1970s, U.S and Japanese Govt have started the defining and implementing the qulaity process in the Manufacturing Industries and followed for other industries later.
Quality Process •
ISO: It establishes, maintains and improves the systems
•
CMMi: The Capability Maturity Model for Software is a model for judging the maturity of the software processes of an organization
•
TQM: It emphasizes the entire activity of the organization with focus on customer needs
•
6σ: Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects.
TQM •
Total Quality Management (TQM): Creating an organizational culture committed to the continuous improvement of skills, teamwork, processes, product and service quality, and customer satisfaction.
•
Total - Made up of the whole
•
Quality - degree of excellence a product or service provides
•
Management - Act, art or manner of planning, controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence. excellence
Why TQM?
•
Ford Motor Company had operating losses of $3.3 billion between 1980 and 1982
•
Xerox market share dropped from 93% in 1971 to 40% in 1981
•
Attention to quality was seen as a way to combat the competition.
Benefits of TQM •
A focused, systematic approach to enhancing customer's satisfaction
•
Process improvement methods that eliminate problems i.e. NC costs
•
Delivering what the customer want's in terms of service, product experience
•
Intrinsic motivation and improved attitudes throughout the workforce
•
Reduction in waste and rework, Workforce is proactive - prevention orientated.
Benefits of TQM •
Reduction in waste and rework, Workforce is proactive - prevention orientated
•
Increase in process ownership- employee involvement and empowerment
•
Everyone from top to bottom educated and Enhanced communication
•
Improved customer/supplier relationships (internally & externally).
Principles of TQM •
Do it right the first time
•
Designing and building quality into the product
•
Be customer-centered
•
Satisfying the customer’s needs by anticipating, listening, and responding
•
Internal customers: anyone in the organization who cannot do a good job unless you do a good job.
PDSA Cycle Deming’s Cycle •
Plan: Plan ahead for change. Analyze and predict the results
•
Do: It executes the plan, taking small steps in controlled circumstances
•
Study: Study the Results
•
Act: Take Action to standardize or improve the process.
The TQM System Continuous Improvement
Objective
Principles Customer Focus
Process Total Improvement Involvement
Leadership Education and Training Supportive structure Elements Communications Reward and recognition Measurement
Diff between ISO & TQM ISO Standard
TQM
Not Necessarily customer focused
Definitely Customer Focused
Technical Systems and procedures focused .
Concepts, tools and techniques focused
No Focus on Continuous Improvement in ISO – Its is a decision
Continuous Improvement and It is a never ending journey.
Can be Departmentally Focused
Organization wide focus across all the departments
It will not emphasize more on Supplier Relationship
It will emphasize more on Supplier Relationship
Three main steps: 1) Document what you do Involves process and culture 2) Do what you document 3) Demonstrate change. that you have done it by documentary proof
QA and QC Quality Assurance
Quality Control
It is process related and identifying the strength and weakness of the process for further improvement.
It is project related and ensure that system developed against customer expectations by reducing the defects.
It is a preventive action and involves fully from Requirement Analysis to project delivery.
It is a corrective action and involves partially in requirement Analysis and Design, coding stage and fully in remaining stages.
Verification Activities involved:
Validation Activities involved:
Inspection, Review, Walkthrough
Functional Testing, Performance Testing.
Metrics It is a measurable entity that will be helpful to identify the health of project. Classification of Metrics: – Product Metrics – Process Metrics – People metrics
Metrics Classification •
Product metrics – quantify useful attributes of the products you are generating, including those used for internal consumption – They help you assess if the product is good enough through reports on attributes like usability, reliability, maintainability and portability.
•
Process metrics – quantify useful attributes of the software development process and its environment – They tell you if the process is functioning optimally as they report on attributes like cycle time and rework rate – The goal is to do the right job on first time through the process. Metrics give you feedback needed to achieve this goal.
•
People metrics – quantify useful attributes of those generating the products using the available processes, methods and tools (infrastructure). – They tell you if your people are being productive or if you have personal problems as they report on attributes like turnover rates, productivity, and absenteeism – The goal is to keep staff happy, motivated and focused on the task at hand.
Metrics Classification
Types of Metrics •
Defect Density = No: Of Defects / KLOC
•
Defect Ageing = Date Defect was Opened – Date Defect was fixed
•
Defect Fix Retesting = Date Defect was fixed – Date Defect was Retested
•
Defect Per Unit = No: Of Defects / Total No: Of Units
•
Error Discovery Rate = No: Of Defects found / No: Of Test Cases Executed
•
Testing Effectiveness = [No: Of Defects during Execution] / No: Of Project Defects.
Types of Metrics •
Testing Efficiency = No: Of Defects / Actual Efforts
•
Test Case Execution Status = No: Of Executed Test Case / Total No: Of Test Cases.
•
Schedule Variance = [Estimated Days – Actual Days} / Estimated Days
•
Effort Variance = [Estimated Effort – Actual Effort} / Estimated Days.
Microsoft Excel Worksheet
Quality Award and Gurus Awards: • Malcolm Baldrige National Quality Award –US, •
Golden Peacock National Quality Award – INDIA,
•
Rajiv Gandhi National Quality Award – INDIA.
Gurus: •
Edward Deming
•
Joseph M Juran
•
Dr Kaoru Ishikawa
•
Shigeo Shingo
•
PhilibB Crosby
To Know More •
http://www.asq.org/certification/
•
http://certification.about.com/od/qacertification/Quality_Assurance _Testing_Certifications.htm.
•
http://csqa.info/
•
http://www.istqb.org/
•
http://www.iso.org/iso/home.htm
•
http://www.sei.cmu.edu/cmm/
•
http://www.isixsigma.com/sixsigma/six_sigma.asp
•
http://www.tqmi.com/
Wrap-up
Questions ???????.....
VIJAYARAJ K, 17th Sep
Agenda •
Definition Of Quality
•
Evolution of Quality
•
Quality Process
•
TQM and it’s benefits
•
PDSA cycle
•
TQM System
•
QA and QC
•
Metrics
•
Diff between ISO and TQM
•
Quality Gurus and Awards.
What is quality
•
Quality is not a program; it is an approach to business
•
Quality is a collection of powerful tools and concepts that is proven to work
•
Quality is defined by the customer through his/her satisfaction
•
Quality includes continuous improvement and breakthrough events
•
Quality increases customer satisfaction, reduces cycle time and eliminates errors.
costs, and
Definitions of Quality •
Conformance to specifications
•
Fitness for use
•
Fulfillment of customer expectation
•
Doing the right things, every time
•
The totality of features and characteristics of a product or Service that bear
•
On its ability to satisfy stated or implied needs (ISO definition).
Evolution of Quality Process •
From the end of the 13th century to the early 19th century, craftsmen across medieval Europe were organized into unions called guilds. These guilds were responsible for developing strict rules for product and service quality
•
In the 20th Century, Walter Shewhart, a statistician for Bell Laboratories, began to focus on controlling processes using SPC in the mid-1920s
•
W Edwards Deming, a statistician with the U.S. Department of Agriculture and Census Bureau, has followed Shewhart’s SQC methods and later became a leader of the quality movement in both Japan and the United States.
Evolution of Quality Process •
Quality became a critical component of the 2nd war effort: Bullets manufactured in one state, for example, had to work consistently in rifles made in another. The armed forces initially inspected virtually every unit of product; then to simplify and speed up this process without compromising safety, the military began to use sampling techniques for inspection
•
In 1970s, U.S and Japanese Govt have started the defining and implementing the qulaity process in the Manufacturing Industries and followed for other industries later.
Quality Process •
ISO: It establishes, maintains and improves the systems
•
CMMi: The Capability Maturity Model for Software is a model for judging the maturity of the software processes of an organization
•
TQM: It emphasizes the entire activity of the organization with focus on customer needs
•
6σ: Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects.
TQM •
Total Quality Management (TQM): Creating an organizational culture committed to the continuous improvement of skills, teamwork, processes, product and service quality, and customer satisfaction.
•
Total - Made up of the whole
•
Quality - degree of excellence a product or service provides
•
Management - Act, art or manner of planning, controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence. excellence
Why TQM?
•
Ford Motor Company had operating losses of $3.3 billion between 1980 and 1982
•
Xerox market share dropped from 93% in 1971 to 40% in 1981
•
Attention to quality was seen as a way to combat the competition.
Benefits of TQM •
A focused, systematic approach to enhancing customer's satisfaction
•
Process improvement methods that eliminate problems i.e. NC costs
•
Delivering what the customer want's in terms of service, product experience
•
Intrinsic motivation and improved attitudes throughout the workforce
•
Reduction in waste and rework, Workforce is proactive - prevention orientated.
Benefits of TQM •
Reduction in waste and rework, Workforce is proactive - prevention orientated
•
Increase in process ownership- employee involvement and empowerment
•
Everyone from top to bottom educated and Enhanced communication
•
Improved customer/supplier relationships (internally & externally).
Principles of TQM •
Do it right the first time
•
Designing and building quality into the product
•
Be customer-centered
•
Satisfying the customer’s needs by anticipating, listening, and responding
•
Internal customers: anyone in the organization who cannot do a good job unless you do a good job.
PDSA Cycle Deming’s Cycle •
Plan: Plan ahead for change. Analyze and predict the results
•
Do: It executes the plan, taking small steps in controlled circumstances
•
Study: Study the Results
•
Act: Take Action to standardize or improve the process.
The TQM System Continuous Improvement
Objective
Principles Customer Focus
Process Total Improvement Involvement
Leadership Education and Training Supportive structure Elements Communications Reward and recognition Measurement
Diff between ISO & TQM ISO Standard
TQM
Not Necessarily customer focused
Definitely Customer Focused
Technical Systems and procedures focused .
Concepts, tools and techniques focused
No Focus on Continuous Improvement in ISO – Its is a decision
Continuous Improvement and It is a never ending journey.
Can be Departmentally Focused
Organization wide focus across all the departments
It will not emphasize more on Supplier Relationship
It will emphasize more on Supplier Relationship
Three main steps: 1) Document what you do Involves process and culture 2) Do what you document 3) Demonstrate change. that you have done it by documentary proof
QA and QC Quality Assurance
Quality Control
It is process related and identifying the strength and weakness of the process for further improvement.
It is project related and ensure that system developed against customer expectations by reducing the defects.
It is a preventive action and involves fully from Requirement Analysis to project delivery.
It is a corrective action and involves partially in requirement Analysis and Design, coding stage and fully in remaining stages.
Verification Activities involved:
Validation Activities involved:
Inspection, Review, Walkthrough
Functional Testing, Performance Testing.
Metrics It is a measurable entity that will be helpful to identify the health of project. Classification of Metrics: – Product Metrics – Process Metrics – People metrics
Metrics Classification •
Product metrics – quantify useful attributes of the products you are generating, including those used for internal consumption – They help you assess if the product is good enough through reports on attributes like usability, reliability, maintainability and portability.
•
Process metrics – quantify useful attributes of the software development process and its environment – They tell you if the process is functioning optimally as they report on attributes like cycle time and rework rate – The goal is to do the right job on first time through the process. Metrics give you feedback needed to achieve this goal.
•
People metrics – quantify useful attributes of those generating the products using the available processes, methods and tools (infrastructure). – They tell you if your people are being productive or if you have personal problems as they report on attributes like turnover rates, productivity, and absenteeism – The goal is to keep staff happy, motivated and focused on the task at hand.
Metrics Classification
Types of Metrics •
Defect Density = No: Of Defects / KLOC
•
Defect Ageing = Date Defect was Opened – Date Defect was fixed
•
Defect Fix Retesting = Date Defect was fixed – Date Defect was Retested
•
Defect Per Unit = No: Of Defects / Total No: Of Units
•
Error Discovery Rate = No: Of Defects found / No: Of Test Cases Executed
•
Testing Effectiveness = [No: Of Defects during Execution] / No: Of Project Defects.
Types of Metrics •
Testing Efficiency = No: Of Defects / Actual Efforts
•
Test Case Execution Status = No: Of Executed Test Case / Total No: Of Test Cases.
•
Schedule Variance = [Estimated Days – Actual Days} / Estimated Days
•
Effort Variance = [Estimated Effort – Actual Effort} / Estimated Days.
Microsoft Excel Worksheet
Quality Award and Gurus Awards: • Malcolm Baldrige National Quality Award –US, •
Golden Peacock National Quality Award – INDIA,
•
Rajiv Gandhi National Quality Award – INDIA.
Gurus: •
Edward Deming
•
Joseph M Juran
•
Dr Kaoru Ishikawa
•
Shigeo Shingo
•
PhilibB Crosby
To Know More •
http://www.asq.org/certification/
•
http://certification.about.com/od/qacertification/Quality_Assurance _Testing_Certifications.htm.
•
http://csqa.info/
•
http://www.istqb.org/
•
http://www.iso.org/iso/home.htm
•
http://www.sei.cmu.edu/cmm/
•
http://www.isixsigma.com/sixsigma/six_sigma.asp
•
http://www.tqmi.com/
Wrap-up
Questions ???????.....
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