Quality Assurance Process

Quality Assurance process, Birlasoft,Noida
INTRODUCTION
Kasu Devika, Roll No : 1112470052, Institute of Co-operative and Corporate Management, Research
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Company Profile
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Birlasoft provides software application development and support services

across the globe in both onshore and offshore models. Its clients include large
Fortune-listed companies in Manufacturing, Retail, Banking and Finance,
Insurance, Mortgage, Healthcare and Independent software vendors etc.
Birlasoft is a leading provider of information technology services in both
onshore and offshore models to Fortune 1000 as well as mid-sized
organizations in banking, financial services, insurance, retail, healthcare,
manufacturing and independent software vendors sectors. Birlasoft services
include application development, support & maintenance, enterprise
application implementation, integration, infrastructure management and
quality assurance & testing.
Birlasofts robust delivery processes embrace digitized project management
methodologies, embedded within proven practices of Six Sigma, SEI CMMi Level 5 on
Continuous Representation and secure services framework with BS7799. The Noida
centers of the company have been recently assessed at PCMM Level 3 for its HR
practices. Headquartered at Noida, India, Birlasoft has 4,000+ employees across US, UK,
Germany, Netherlands, Czech Republic, Malaysia, Australia, Singapore and India.
Birlasoft is part of the global $1.4 billion CK Birla Group which traces its roots back to
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over 150 years and has diversified interests ranging from automobiles, cement, paper,
software etc. to hospitals, schools and colleges as part of its philanthropic work.
Vission
Birlasoft will become a quarter billion dollar company by the year 2008.
It will achieve global leadership (among top three) in three service areas
It will become an employer of choice and will achieve retention rates of 80%.
It will achieve repeat business in excess of 90% by providing the highest quality
delivery and exceptional customer experience.
Beliefs
We have an environment of openness, trust and collaboration.
We do not play the blame game
We have a strong system of accountability, authority and responsibility
We have a high level of ownership and commitment.
We communicate and share information across the organization.
We aim high, take risks and grow faster than the market.
We strive for excellence in everything that we do.
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We provide a superior customer experience in all our engagements
We are a caring organization and we treat our employees with respect.
We are proud of being a Birlasoftian and passionate about building Birlasoft into
a great organization
Application Development
Application development at Birlasoft helps organizations be future-oriented and
competitive in their business while at the same time being cost effective by fine-tuning
their business critical applications.
Birlasoft's Services in Application Development
Custom Application Development
Application Enhancements
Re-Engineering of Existing Application
Migration of Legacy Application to Modern Technology Platforms
Web-enabling Legacy Applications

Our matured application development process consists of complete Software
Development Life Cycle that includes Requirement Analysis, Architecture and

Design, Build and Unit Testing, and System and Integration Testing of the
application. Our expertise in methodologies like Waterfall, RUP, Iterative, Agile and
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Extreme; and architectures like Service Oriented Architecture and Web Services
results in cost-effective solutions with quick turnaround.
We have defined metrics to measure the status of each SDLC phase.
Additionally, the customer can use our digital project management office to track
their projects online.
Technology Focus Areas for Application Development
Our key technology focus areas for Application Development are divided into
following categories:
Enterprise Architecture J2EE, .NET, Lotus Notes, VB, VC++, C, C++
Midrange Platform iSeries or AS/400

Mainframe Platform zSeries or OS/390
Benefits of Application Development

Our clients have received the following key benefits from Birlasoft's Application
Development services.
Reduced defects.
Shorter turnaround time.
Matured processes and methodologies.
Leverage of existing best practices and artifact templates.
Advantage of a flexible global delivery model for application development
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Quick team ramp-up and ramp-down based on project needs.
People Practices
The cornerstone of our people management philosophy rests on our unshakeable
belief Customers and Employees are both our Top and Bottom Lines. From this
belief we derive all our People Management Practices. The broad principle derived is:
Job Satisfaction is the Key to Employee Satisfaction. We sincerely attempt to provide
this via the following:
Ensuring that Birlasoftians understand the significance of their individual

contribution to the achievement of overall objectives of the organization.
Trying our best to give each Birlasoftian the kind of role that she/he identifies
with.
Providing variety in work through job rotations and giving opportunities to

contribute to organization-building efforts above and beyond the regular work.
Providing constant and timely feedback on performance and organization

membership as well as creating avenues by which Birlasoftians give feedback
to the organization.
Enabling requisite levels of freedom and independence in work delivery and

staying away from undesirable monitoring and controls.
To enable all this, the organization is being built brick by brick by adopting the
framework of the People Capability Maturity Model (PCMM) - a global system that
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guides our people management practices into a coherent whole. Some of the key people
processes that we are working on are:
Communication
Focusing on establishing effective communication throughout the organization
and to ensure that Birlasoftians have the skills and avenues to share information and
coordinate activities effectively.
Performance Management
Driving the organizations and its members progress by establishing objectives
related to committed work against which performance can be measured, ascertain
capability development assistance required to continuously enhance performance.
Competency Development
This starts with identification of requisite competencies at the organization level
which are ultimately dependent on competencies that are needed to be identified, built or
enhanced in the individual Birlasoftian. Enhancing constantly the capability of
birlasoftians to perform assigned tasks and responsibility in turn uplinks to the
organization capability building.
Training and Development
To ensure that the identified competency requirements are built through a
systematic and focused approach.
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Compensation
To provide all individuals with remuneration and benefits based on their
contribution and value to the organization in a fair and transparent manner.
Competitiveness of the compensation offered in comparison with the prevailing markets'
reality is the driving force.
Career Development
To ensure that individuals are provided opportunities to develop their
competencies that enable them to achieve professional and personal career objectives
within the organizations goals.
Participatory Culture
A myopic outlook of utilizing talents of people only in the delivery of assigned
duties has two broad undesirable effects: It prevents people from developing as well
rounded professionals; and it denies the organization the readily available multi-talented
internal resource pool that could potentially contribute to most of the challenges and
opportunities facing the organization. Building a participatory culture enables availability
of avenues to harness/give exposure to employees full capability by involvement in
making decisions and solving problems that affect the performance of business activities.
Management Committee
1. J. Ramachandran (Chief Executive Officer)
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J. Ramachandran (Ram) joined Birlasoft in July 2006. He brings over 20

years of industry experience of which 11 years have been spent with IBM Global
Services. Ram has a proven track record in the complete lifecycle of IT outsourcing
and has led large value initiatives spanning multifarious industry verticals.
Ram led international teams with a responsibility for delivering work from
India, Brazil and China, yielding IT savings for his customers with direct impact on
stockholder value. His customers included Fortune 500 companies from North
America, Europe and APAC. Ram holds a masters degree from Indian Institute of
Technology, Kanpur, India.
Service Offerings
It's our IPR
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Birlasofts Global 2000 customers benefit from the real world approach that is
employed in developing solutions. An innovative think out of the box and responsive
listen approach to solutions makes Birlasoft a choice partner for its customers.
Service and Solution Philosophy
We believe a solution neutral partner approaches the business problem with an
open mind, which helps identify the right technology and business practice balance. Once
the ideal solution is identified, it is likely to provide:
The best value for the dollar spent.
Minimal time to market.
The best fit around the business strategy.
With a single-minded focus our consultants get down to your core business issues.
They understand the business and deliver solutions that achieve results quickly. We
believe that the success of any solution depends heavily on quick wins for the business.
Birlasoft delivers on our promise through a mature global delivery service approach,
which enables reduced time to market, provides access to world class technology talent,
and delivers a quality product at a very competitive price point. Our global development
centers globally follow the Six Sigma approach to quality and are assessed at BS7799 and
Level 5 of the SEI CMM.
Services List
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1. Global Development Center
2. Application Development
3. Application Maintenance & Support
4. QA and Testing
5. Customer Relationship Management (CRM)
6. Enterprise Business Integration (EBI)
7. IT Service Management (ITSM)
8. Enterprise Asset Management (EAM)
9. Asset-Based Energy Management (ABEM)
10. Enterprise Content Management (ECM)
11. RIMS
12. Portals
1. Global Development Center

Global Development Center (GDC) is a dedicated pool of specialized resources
that acts as a virtual extension of your own software development centers. GDC, with its
pool of specially trained resources, well designed infrastructure, proven and time-tested
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processes, is the most beneficial outsourcing delivery model with a compelling value
proposition for your businesses looking at IT services outsourcing. These centers enhance
your comfort and expand our engagement capabilities to provide a wider range of
services such as business consulting and technology architecture that involve high levels
of client interaction over shorter engagement spans.
Birlasoft's Capability and Maturity
At the onset, Birlasofts senior consultants work with you to set up the policies and draw
a guideline for the proposed Global Development Center. Birlasoft has a strong pool of
consultants, having domain expertise in Banking and Finance, Insurance,
Manufacturing, Telecom, Travel, e-Governence, Utility, and Retail.
Birlasofts HR wing will extend its arms to set up a HR section in the GDC,
which will work only for you under your instruction. Birlasoft will facilitate this section
with its expertise of local market and culture. This HR section will have a strong global
talent search wing and experienced policy makers, who will be responsible for employee
satisfaction and reducing attrition rate.
The GDC is responsible for resolving all technical and business issues that come
up and may impact the parent company's worldwide functioning and workflows. Birlasoft
is well-equipped with established processes, standards and templates to handle any issues
or requirements. Birlasoft has established Centers of Excellence(COE) for all its service
offerings. The COE enables development of solution framework templates, preservation
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of valuable knowledge assets, sharing of best practices and delivering cost effective
results. All GDCs are able to share this huge knowledge base and best practices,
providing you with reduced time and costs. Birlasoft follows time-tested foolproof
project management methodology to minimize your risk. This Six Sigma-based DFSS
Methodology provides a high rate of success. Birlasoft also uses Digital Project
Management Office (PMO) through which you may track and check the status of your
project remotely from any location. Birlasoft will set up a Quality Department in the
GDC that will take care of all the quality-related issues and keep you updated. Birlasofts
own Quality Council will constantly monitor and measure quality of the GDC as a whole.
Security is always a concern when outsourcing. Birlasoft will equip the Offshore
Development Center with commercial strength firewalls and VPNs (site-to-site/remote
access) for e-security, physical security, including identity cards using contactless readers
for verification and a virus-protected and hack-resistant network at multiple levels. Being
a BS7799 and SAS70 certified organization, Birlasoft follows a strict audit schedule and
maintains audit trails to keep data/information secured. As an extension of your
organization, Birlasoft will establish a separate data security group for the GDC, who will
manage security audits per your requirements.
Birlasoft follows a number of typical global delivery models and will establish one that
meets your requirements and choice of software development center. A core group will
coordinate the global delivery.
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Birlasoft Inc. is a US Corporation, so all contracts are enforceable within the US
legal system. You will deal with us directly. Contractually, any IPRs and trademarks
related to your work are assigned to you. All Birlasoft employees working for you will
have an additional NDA with you.
GDC Benefits
Retention of Knowledge - Business and Processes.
Quick Start-Up Capability for New Requirements/Projects.
Complete Control over the Operation with all your Processes and Methodologies.
Experiments with New/Emerging Technologies at Lower Risks/Costs.
Integrated Planning for Infrastructure, Staffing and Work Content to allow you to
focus greater energy on your core business by taking away your burden of
Recruitment, Training and Retaining.
Birlasofts Value Proposition
Birlasofts development team to scale up as a virtual extension of your IT team.
Right-fit, optimal, high-quality resources for offering high-quality software.
Consistent access to expertise, people, support and infrastructure.
Enhanced customer service levels.
Significant economic advantage in terms of lowering costs and increased savings.
Extended work hours resulting in faster project completion.
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Quality and project control de-risked.
Quick and reliable delivery mechanism, ensuring operational efficiency.
2. Application Development
Application development at Birlasoft helps organizations be future-oriented and
competitive in their business while at the same time being cost effective by fine-tuning
their business critical applications.
Birlasoft's Services in Application Development
Application Enhancements
Re-Engineering of Existing Application
Migration of Legacy Application to Modern Technology Platforms
Web-enabling Legacy Applications

Our matured application development process consists of complete Software
Development Life Cycle that includes Requirement Analysis, Architecture and Design,
Build and Unit Testing, and System and Integration Testing of the application. Our
expertise in methodologies like Waterfall, RUP, Iterative, Agile and Extreme; and
architectures like Service Oriented Architecture and Web Services results in cost-effective
solutions with quick turnaround. We have defined metrics to measure the status of each
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SDLC phase. Additionally, the customer can use our digital project management office to
track their projects online.
Technology Focus Areas for Application Development
Our key technology focus areas for Application Development are divided into following
categories:
Enterprise Architecture J2EE, .NET, Lotus Notes, VB, VC++, C, C++
Midrange Platform iSeries or AS/400
Mainframe Platform zSeries or OS/390
Benefits of Application Development

Our clients have received the following key benefits from Birlasoft's Application
Development services:
Reduced defects.
Shorter turnaround time.
Matured processes and methodologies.
Leverage of existing best practices and artifact templates.
Advantage of a flexible global delivery model for application development.
Quick team ramp-up and ramp-down based on project needs.
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3. Application Maintenance & Support
As organizations around the world are gearing towards newer challenges, they understand
that maintaining applications is a resource intensive task that demands a lot of resources
for routine activities. Outsourcing application maintenance to Birlasoft relieves your team
of routine maintenance tasks and allows them to focus more effectively on strategic areas.
Birlasofts application maintenance services are well defined encompassing the Six
Sigma methodologies blended with our processes.
Our Application Maintenance Services include:
Application Portfolio Review
Application Analysis for Outsourcing
Task Order Management
Management of Requests
Application Management
Application Maintenance
Application Support
Application Helpdesk
Birlasoft's Strengths include:
Flexible global delivery model for application maintenance.
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Application maintenance business knowledge expertise.
Help improve the productivity thus reducing the cost of maintenance.
Provide consultancy on the road map for the applications.
4. Customer Relationship Management (CRM)

Siebel CRM Applications
Analysts and Pundits, alike are focusing on Up-Selling, Cross-Selling and
Organic Growth. Call it what you will, the fact remains that it costs a company
dramatically less to retain and grow an existing client than it does to court new ones, and
the essence of this secret lies in CRM Implementations.
Birlasoft is the premier Siebel Service Provider, who has inculcated a proficient
Siebel practice providing Profound Analysis, Development and Upgrades, RTS and Post
Implementation Siebel Support. We pride ourselves for having a world-class team of
consultants and Subject Matter Experts for each Siebel technology.
At Birlasoft, the Siebel COE holds a resource pool of proficient business analysts who
are well versed in gathering business requirements, performing GAP Analysis and
providing best fit solutions to clients.
Service Offerings
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We have in-depth experience in implementing complex applications across the globe. We
have also successfully upgraded applications from Siebel 99.5 to Siebel 2000 to Siebel
7.8. We have a Global Application Maintenance and Enhancements Services (GAMES)
team, which provides extensive 24/7 support adhering to stringent service level
agreements.
Siebel COE Key Differentials

Under Proven Methodology we follow a process cycle that involves Project
Planning and Strategy, Assessment of existing environment, Analysis and Business
Simplification, Design, Build Configure & Test phase, and, finally, Rollout and
Deployment. The Proven Methodology involves teams from both onsite and offshore.
The Siebel COE Quality Assurance practice incorporates the services of
specialized testing tools like Quick Test Professionals, Win Runner, Load Runner and
Test Director to make the testing process rigorous and impeccable. The Siebel COE has
successfully completed five Six Sigma Green Belt projects to improve processes and
deliverable standards. The results have been hugely rewarding, as we are able to maintain
100% SLA's, reduce resolution time, reduce cost of poor quality, improve knowledge
management and reduce rework.
We have a Siebel Change Management Tool (CMT) in place to address
issues/enhancements. The cases logged in the CMT are fixed under stipulated Service
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Level Agreements and each Change Request undergoes a life cycle, which involves
Analysis, Development, Quality Assurance Testing and User Acceptance Testing before it
sees the days light to development.
The Siebel Research Lab within the Birlasoft Siebel COE takes care of daily
emerging Siebel Technology, Resource Identification, Regular In-house Training Sessions
on existing technology for skill upgrade, Discussion Forum and looks into the SES Pool
to cater different Siebel project requirements within the organization.
5. Enterprise Asset Management(EAM)
All companies are dependent on critical assets - these assets have a direct and
significant impact on corporate performance. Asset Management is the process that helps
organizations to automate the complete asset life cycle management process from the
time they decide to purchase an asset to the time they decide to retire it. Birlasoft has setup a dedicated Asset Management Group to consolidate the domain and functional
experience of various projects done in different geographies and accounts in the Asset
Management domain.
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Customer Benefits
Streamlined sourcing and procurement
Unified control and visibility of assets
Better vendor management
Birlasoft Value
Pre-configured
implementation speeds time
to market
Validation Framework
ensures regulatory
compliance
Reduce maintenance cost by
Improvement in maintenance procedures
24X7 Managed Services and

Support lowers TCO
Planned maintenance activity leading to fewer

breakdowns and improved availability of
assets
OnDemand Software as a
Service Offering
Reducing unscheduled maintenance
Extensive Experience
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6. Asset-Based Energy Management (ABEM)
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Commercial enterprises and local municipalities are looking for ways to reduce
their energy consumption and promote environmentally sensitive policies. The U.S.
Department of Energy studies conclude that organizations can reduce their energy
consumption by 20% by monitoring asset energy utilization, Birlasoft's Asset-Based
Energy Management solutions enable organizations to reduce energy costs, create
sustainable conservation policies, generate maintenance efficiencies, and promote
regulatory compliance.
Customer Benefits
Data Collection: Automates data collection through sensors and controllers,

gathers equipment data to calculate equipment energy consumption baseline
Reporting: real-time energy usage metrics, dashboard, regulatory metrics:

benchmarking, analysis, performance summary, threshold based action trigger.
Maintenance Management: Work order, inventory and purchasing management,

job plans, and maintenance costing
Birlasoft Value
Pre-configured implementation speeds time to market On-Demand Software as a
Service Offering
24X7 Managed Services and Support lowers TCO
AAA Technical Certified IBM Business Partner
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Commercial enterprises and local municipalities are looking for ways to reduce
their energy consumption and promote environmentally sensitive policies. The U.S.
Department of Energy studies conclude that organizations can reduce their energy
consumption by 20% by monitoring asset energy utilization, Birlasoft's Asset-Based
Energy Management solutions enable organizations to reduce energy costs, create
sustainable conservation policies, generate maintenance efficiencies, and promote
regulatory compliance. Our Center of Excellence in EAM delivers pre-configured IBM
Maximo
modules
that
accelerate
implementation
and
reduce
TCO
through
interoperability, manageability and increased performance. In addition, AAA

accreditation from IBM ensures our clients, globally, of our quality in service delivery
and commitment to excellence.
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Review
Of
Literature
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Requirements specification plays a vital role indetermining the quality of the

end product due to the fact that if the specifications of the product are wrong
Even the most resourceful design will disappoint thecustomer. However, if
the specifications are correct, the decisive factor is design. No matter how
clearlyone plans the production process, the wrong design will fail product
Acknowledgment of the importance of the earlystages of the development
process has come astonishingly slowly, but in todays industry a great
deal of endeavor has been dedicated to advance thedevelopment and use of
design methodologies and tothe establishment of formal specification
methods into software and systems engineering practices . The reason
being that it is becoming widely recognized that mistakes committed
and poor decisions made duringthese initial stages produce the most costly
and intricate problems .
In other words, the cost penalty for error varies greatly depending on the
phase of the development cycle at which the error is introduced as
seen in figure 1
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The reason that the cost of correcting a fault increases so steeply is related to what has
to be done to correct a fault" . For example, in the early development life cycle the
product basically exists only on paper and correcting the problem may basically mean
using an eraser and pencil but if the product has already been delivered to the customer,
there will be a need, at the very least, to edit the code, recompile and relink it, and also
retest it .
Studies have shown that between 60 and 70 percent of all faults detected in projects are
specification and design faults. Specification and design faults constitute for such a large
percentage of all faults within the final product, making it more important to implement
design quality measures. This means that by implementing design quality assurance in
software systems and adopting proper design metrics, which have become a key element
in the development process due to their potential to provide feedback, developers can
avoid added cost to the project and reduce the products development time by ensuring
that the correct measurements are taken from the beginning and before actual coding
commences.
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Decisions concerning the architectural structure of the design has a major bearing upon
many significant behaviors of the resultant software, particularly the degree of
development involvement required, reliability, reusability, understandability,
modifiability, and maintainability of the final product. All of these qualities play an
important role in assessing the overall design quality and may be affected positively or
negatively based upon the architectural approach implemented during this phase.
Studies have found that the structural factors are highly related to the design quality when
the distribution of information flow is held to be significant as opposed to the absolute
number of flows [6]. However, when discussing the overall information flow metrics, it is
believed that the informational fan-out metrics and information flow complexity metrics
are the most useful since they are available earlier in the development life cycle as
opposed to the branch counts or lines of code.
Lastly, some believe that better communication is the key to a better design. By
implementing an open company standards approach or open community approach in
which many can give feedback to the designers, in order to make improvements or better
the design as well as fix any minor problems themselves, the design quality will be
improved.
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Software
Development
Process
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As in any other engineering discipline, software engineering also has some

structured models for software development. This document will provide you with a
generic overview about different software development methodologies adopted by
contemporary software firms. Read on to know more about the Software Development
Life Cycle (SDLC) in detail.
Market Research
A market study is made to identify a potential customer's need. This process is
also known as market research. Here, the already existing need and the possible and
potential needs that are available in a segment of the society are studied carefully. The
market study is done based on a lot of assumptions. Assumptions are the crucial factors in
the development or inception of a product's development. Unrealistic assumptions can
cause a nosedive in the entire venture. Though assumptions are abstract, there should be a
move to develop tangible assumptions to come up with a successful product.
Research and Development
Once the Market Research is carried out, the customer's need is given to the
Research & Development division (R&D) to conceptualize a cost-effective system that
could potentially solve the customer's needs in a manner that is better than the one
adopted by the competitors at present. Once the conceptual system is developed and
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tested in a hypothetical environment, the development team takes control of it. The
development team adopts one of the software development methodologies that is given
below, develops the proposed system, and gives it to the customer.
The Sales & Marketing division starts selling the software to the available
customers and simultaneously works to develop a niche segment that could potentially
buy the software. In addition, the division also passes the feedback from the customers
to the developers and the R&D division to make possible value additions to the product.
While developing software, the company outsources the non-core activities to other
companies who specialize in those activities. While developing a software, the company
outsources the non-core activities to other companies who specialize in those activities.
This accelerates the software development process largely. Some companies work on tieups to bring out a highly matured product in a short period.
Popular Software Development Models
The following are some basic popular models that are adopted by many software
development firms
A. System Development Life Cycle (SDLC) Model
B. Prototyping Model
C. Rapid Application Development Model
D. Component Assembly Model
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1. System/Information Engineering and Modeling
As software is always of a large system (or business), work begins by establishing
the requirements for all system elements and then allocating some subset of these
requirements to software. This system view is essential when the software must interface
with other elements such as hardware, people and other resources. System is the basic
and very critical requirement for the existence of software in any entity. So if the system
is not in place, the system should be engineered and put in place. In some cases, to
extract the maximum output, the system should be re-engineered and spruced up. Once
the ideal system is engineered or tuned, the development team studies the software
requirement for the system.
2. Software Requirement Analysis
This process is also known as feasibility study. In this phase, the development
team visits the customer and studies their system. They investigate the need for possible
software automation in the given system. By the end of the feasibility study, the team
furnishes a document that holds the different specific recommendations for the
candidate system. It also includes the personnel assignments, costs, project schedule,
target dates etc.... The requirement gathering process is intensified and focussed specially
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on software. To understand the nature of the program(s) to be built, the system engineer
or "Analyst" must understand the information domain for the software, as well as
required function, behavior, performance and interfacing. The essential purpose of this
phase is to find the need and to define the problem that needs to be solved.
3. System Analysis and Design
In this phase, the software development process, the software's overall structure
and its nuances are defined. In terms of the client/server technology, the number of tiers
needed for the package architecture, the database design, the data structure design etc...
are all defined in this phase. A software development model is thus created. Analysis and
Design are very crucial in the whole development cycle. Any glitch in the design phase
could be very expensive to solve in the later stage of the software development. Much
care is taken during this phase.
4. Code Generation
The design must be translated into a machine-readable form. The code generation
step performs this task. If the design is performed in a detailed manner, code generation
can be accomplished without much complication. Programming tools like compilers,
interpreters, debuggers etc... are used to generate the code. Different high level
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programming languages like C, C++, Pascal, Java are used for coding. With respect to
the type of application, the right programming language is chosen.
5. Testing
Once the code is generated, the software program testing begins. Different testing
methodologies are available to unravel the bugs that were committed during the previous
phases. Different testing tools and methodologies are already available. Some companies
build their own testing tools that are tailor made for their own development operations.
6. Maintenance
The software will definitely undergo change once it is delivered to the customer.
There can be many reasons for this change to occur. Change could happen because of
some unexpected input values into the system. In addition, the changes in the system
could directly affect the software operations. The software should be developed to
accommodate changes that could happen during the post implementation period.
This is a cyclic version of the linear model. In this model, once the requirement
analysis is done and the design for a prototype is made, the development process gets
started. Once the prototype is created, it is given to the customer for evaluation. The
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customer tests the package and gives his/her feed back to the developer who refines the
product according to the customer's exact expectation. After a finite number of iterations,
the final software package is given to the customer. In this methodology, the software is
evolved as a result of periodic shuttling of information between the customer and
developer.
C. Rapid Application Development (RAD) Model
The RAD modelis a linear sequential software development process that
emphasizes an extremely short development cycle. The RAD model is a "high speed"
adaptation of the linear sequential model in which rapid development is achieved by
using a component-based construction approach.
1. Business modeling
The information flow among business functions is modeled in a way that answers
the following questions:
1. What information drives the business process?
2. What information is generated?
3. Who generates it?
4. Where does the information go?
5. Who processes it?
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2. Data modeling: The information flow defined as part of the business modeling phase
is refined into a set of data objects that are needed to support the business. The
characteristic (called attributes) of each object is identified and the relationships between
these objects are defined.
3. Process modeling
The data objects defined in the data-modeling phase are transformed to achieve
the information flow necessary to implement a business function. Processing the
descriptions are created for adding, modifying, deleting, or retrieving a data object.
4. Application generation
The RAD model assumes the use of the RAD tools like VB, VC++, Delphi etc...
rather than creating software using conventional third generation programming
languages. The RAD model works to reuse existing program components (when possible)
or create reusable components (when necessary). In all cases, automated tools are used to
facilitate construction of the software.
5. Testing and turnover
Since the RAD process emphasizes reuse, many of the program components have
already been tested. This minimizes the testing and development time.
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Object technologies provide the technical framework for a component-based process
model for software engineering. The object oriented paradigm emphasizes the creation of
classes that encapsulate both data and the algorithm that are used to manipulate the data.
If properly designed and implemented, object oriented classes are reusable across
different applicationsand computer based system architectures. Component Assembly
Model leads to software reusability. The integration/assembly of the already existing
software components accelerate the development process. Nowadays many component
libraries are available on the Internet. If the right components are chosen, the integration
aspect is made much simpler.
Conclusion
All these different software development models have their own advantages and
disadvantages. Nevertheless, in the contemporary commercial software evelopment
world, the fusion of all these methodologies is incorporated. Timing is very crucial in
software development. If a delay happens in the development phase, the market could be
taken over by the competitor. Also if a 'bug' filled product is launched in a short period of
time (quicker than the competitors), it may affect the reputation of the company. So, there
should be a tradeoff between the development time and the quality of the product.
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Objective
&
Research
Overview
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Objective of Study
To study software development process of the company and to evaluate
it quality assurance and testing .to get aware about different type of model
they are using .also know about the customer satisfaction regarding the use
of processas well Employee Satisfactions of the performance of using
model in software development. And to interpretate and compare the
employee satisfaction and customer satisfaction.
To get aware about global presence of company and it services used in

different nation
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Research Methodology
Development process
Following are some basic popular models that are adopted by many software
development firms
C. Rapid Application Development Model
Software Product Quality
Internal Quality is the totality of characteristics of the software product from an
internal view during its development or maintenance. External Quality is the totality of
characteristics of the software product from an external view during its execution.
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Models for Software Product Quality
1. ISO/IEC 9126-1 defines two software product quality models for use in
characterizing the three views.
2. A quality model for external and internal quality
3. A quality model for quality in use.
Functionality
The capability of the software product to provide functions that meets stated and
implied needs when the software is used under specified conditions. The sub
characteristics are:
Suitability: The capability of the software product to provide an appropriate set of

functions for specified tasks and user objectives.
Accuracy: The capability of the software product to provide the right or agreed
results or effects with the needed degree of precision.
Interoperability: The capability of the software product to interact with one or

more specified systems.
Security: The capability of the software product to protect information and data so
that unauthorized persons or systems cannot read or modify them and authorized
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persons or systems are not denied access to them. [Safety is defined as a
characteristic of quality in use, as it does not relate to software alone, but to a
whole system.]
Functionality compliance: The capability of the software product to adhere to

standards, conventions or regulations in laws and similar prescriptions relating to
functionality.
Reliability
The probability that software will not cause the failure of a system for a specified
time under specified conditions. The probability is a function of the inputs to and use of
the system as well as a function of the existence of faults in the software. The inputs to
the system determine whether existing faults, if any, are encountered The sub
characteristics are:
Maturity: The capability of the software product to avoid failure as a result of

faults in the software.
Fault tolerance: The capability of the software product to maintain a specified

level of performance in cases of software faults or of infringement of its specified
interface.
Recoverability: The capability of the software product to re-establish a specified

level of performance and recover the data directly affected in the case of a failure.
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Availability is not a separate sub characteristic because it is a combination of
maturity, fault tolerance and recoverability.
Reliability compliance: The capability of the software product to adhere to

standards, conventions or regulations relating to reliability.
Usability
The capability of the software product to be understood learned, used and
attractive to the user, when used under specified conditions. The sub characteristics are:
Understandability: The capability of the software product to enable the user to

understand whether the software is suitable, and how it can be used for particular
tasks and conditions of use.
Learnability: The capability of the software product to enable the user to learn its
application.
Operability: The capability of the software product to enable the user to operate
and control it.
Attractiveness: The capability of the software product to be attractive to the user.
Usability compliance: The capability of the software product to adhere to

standards, conventions, style guides or regulations relating to usability.
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Efficiency
The capability of the software product to provide appropriate performance, relative to the
amount of resources used, under stated conditions. The sub characteristics are:
Time behavior: The capability of the software product to provide appropriate

response and processing times and throughput rates when performing its function,
under stated conditions.
Resource utilization: The capability of the software product to use appropriate

amounts and types of resources when the software performs its function under
stated conditions.
Efficiency compliance: The capability of the software product to adhere to

standards or conventions relating to efficiency.
Maintainability
The capability of the software product to be modified. Modifications may include
corrections, improvements or adaptation of the software to changes in environment, and
in requirements and functional specifications. The sub characteristics are:
Analyzability: The capability of the software product to be diagnosed for

deficiencies or causes of failures in the software, or the capability to identify the
parts to be modified.
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Changeability: The capability of the software product to enable a specified

modification to be implemented.
Stability: The capability of the software product to avoid unexpected effects from
modifications of the software.
Testability: The capability of the software product to enable modified software to

be validated.
Maintainability compliance: The capability of the software product to adhere to

standards or conventions relating to maintainability.
Portability
The capability of the software product to be transferred from one environment to
another. The sub characteristics are:
Adaptability: The capability of the software product to be adapted for different

specified environments without applying actions or means other than those
provided for this purpose for the software considered.
Installability: The capability of the software product to be installed in a specified

environment.
Co-existence: The capability of the software product to co-exist with other

independent software in a common environment sharing common resources.
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Replaceability: The capability of the software product to be used in place of

another specified software product for the same purpose in the same environment.
[Replaceability is used in place of compatibility in order to avoid possible
ambiguity with interoperability.]
Portability compliance: The capability of the software product to adhere to

standards or conventions relating to portability.
Quality model for quality in use

The quality model used for characterizing external and internal quality has the
characteristics described below:
Effectiveness
The capability of the software product to enable users to achieve specified goals
with accuracy and completeness in a specified context of use.
Productivity
The capability of the software product to enable users to expend appropriate
amounts of resources in relation to the effectiveness achieved in a specified context of
use.
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Safety
The capability of the software product to achieve acceptable levels of risk of harm
to people, business, software, property or the environment in a specified context of use.
Customer Satisfaction
It's a well known fact that no business can exist without customers. In the
business of Website design, it's important to work closely with your customers to make
sure the site or system you create for them is as close to their requirements as you can
manage. Because it's critical that you form a close working relationship with your client,
customer service is of vital importance. What follows are a selection of tips that will
make your clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer.
If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face to
face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a voice on the phone or someone
typing into an email or messenger program. When you do meet them, be calm, confident
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and above all, take time to ask them what they need. I believe that if a potential client
spends over half the meeting doing the talking, you're well on your way to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back
and let them know you've received their message and you'll contact them about it as soon
as possible. Even if you're not able to solve a problem right away, let the customer know
you're working on it.
A good example of this is my Web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the way I
was emailed and told exactly what was going on, why things were going wrong, and how
long it would be before they were working again. They also apologised repeatedly, which
was nice. Now if they server had just gone down with no explanation I think I'd have
been pretty annoyed and may have moved my business elsewhere. But because they took
time to keep me informed, it didn't seem so bad, and I at least knew they were doing
something about the problems. That to me is a prime example of customer service.
3. Be Friendly and Approachable
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A fellow SitePointer once told me that you can hear a smile through the phone.
This is very true. It's very important to be friendly, courteous and to make your clients
feel like you're their friend and you're there to help them out. There will be times when
you want to beat your clients over the head repeatedly with a blunt object - it happens to
all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you
can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not
satisfied with any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do at each
stage of their enquiry should be of utmost importance. So make sure your customer
service policy is present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
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Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalised sign-up confirmation email for a
service that you could tell was typed from scratch? These little niceties can be time
consuming and aren't always cost effective, but remember to do them. Even if it's as
small as sending a Happy Holidays email to all your customers, it's something. It shows
you care; it shows there are real people on the other end of that screen or telephone; and
most importantly, it makes the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.Take this
as an example: you're working on the front-end for your client's exciting new ecommerce
endeavour. You have all the images, originals and files backed up on your desktop
computer and the site is going really well. During a meeting with your client he/she
happens to mention a hard-copy brochure their internal marketing people are developing.
As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep complete
with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:
"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide
you with large-scale copies of the graphics I've used on the site."
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Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in
your chair drinking your 7th cup of coffee that morning,.
7. Honour Your Promises

It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates. Clients don't like to be disappointed. Sometimes, something may not get
done, or you might miss a deadline through no fault of your own. Projects can be late,
technology can fail and sub-contractors don't always deliver on time. In this case a quick
apology and assurance it'll be ready ASAP wouldn't go amiss.
Employee Satisfaction
Employee satisfaction is a measure of how happy workers are with their job and
working environment. Keeping morale high among workers can be of tremendous benefit
to any company, as happy workers will be more likely to produce more, take fewer days
off, and stay loyal to the company. There are many factors in improving or maintaining
high employee satisfaction, which wise employers would do well to implement. To
measure employee satisfaction, many companies will have mandatory surveys or face-to-
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face meetings with employees to gain information. Both of these tactics have pros and
cons, and should be chosen carefully. Surveys are often anonymous, allowing workers
more freedom to be honest without fear of repercussion. Interviews with company
management can feel intimidating, but if done correctly can let the worker know that
their voice has been heard and their concerns addressed by those in charge. Surveys and
meetings can truly get to the center of the data surrounding employee satisfaction, and
can be great tools to identify specific problems leading to lowered morale. Many experts
believe that one of the best ways to maintain employee satisfaction is to make workers
feel like part of a family or team.
Of course, few workers will not experience a boost in morale after receiving more
money. Raises and bonuses can seriously affect employee satisfaction, and should be
given when possible. Yet money cannot solve all morale issues, and if a company with
widespread problems for workers cannot improve their overall environment, a bonus may
be quickly forgotten as the daily stress of an unpleasant job continues to mount.
If possible, provide amenities to your workers to improve morale. Make certain
they have a comfortable, clean break room with basic necessities such as running water.
Keep facilities such as bathrooms clean and stocked with supplies. While an air of
professionalism is necessary for most businesses, allowing workers to keep family photos
or small trinkets on their desk can make them feel more comfortable and nested at their
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workstation. Basic considerations like these can improve employee satisfaction, as
workers will feel well cared for by their employers.The backbone of employee
satisfaction is respect for workers and the job they perform. In every interaction with
management, employees should be treated with courtesy and interest. An easy avenue for
employees to discuss problems with upper management should be maintained and
carefully monitored.
Software Standards
Particular application domains develop sophisticated interactions between system and
software engineering, so standardizing from a systems point of view can be beneficial.
Examples:
Lifecycle: ISO/IEC WD 15288 System Life Cycle
Processes
Requirements: IEEE Std 1233-1996 Guide for
Developing System Requirements Specifications
Dependability Standards (1)
As hardware dependability has improved, software has received more attention as a

dependability risk. Dependability of software isnt just a question of internal measures
(e.g. availability, reliability) but also broader issues (e.g. maintainability, system context).
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Dependability standards often set integrity levels necessary to maintain system risks
within acceptable limits.
SEOC2 Spring 2005: Quality/Standards
Dependability Standards (2)
Dependability management: IEC 300-1(1993)
Dependability management Part 1: Dependability
programme management
Risk analysis: IEC 1025(1990) Fault Tree Analysis Reliability: AIAA R-013-1992
Recommended Practice for Software Reliability Safety Standards. These traditionally
come out of specific industrial sectors (e.g. American Nuclear Society, UK Ministry of
Defence), since safety requires deep analysis of the domain as well as the technology.
Examples:
Safety plans: IEEE Std 1228-1994 Standard for Software
Functional safety: IEC 61508 Functional Safety -
Safety-Related Systems
Nuclear domain: IEE 603 Criteria for Safety Systems of
Nuclear Plants
Resources Standards
Although software engineering is in flux, it is possible to standardize on some forms of

resources which are used widely across applications. Examples:
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Terminology: IEEE 610,12-1990 Standard Glossary of
Software Engineering terminology
Semantics: IEEE P1320.1 Standard Syntax and
Semantics for IDEF0
Re-use libraries: AIAA G-010-1993 Guide for Reusable
Software: Assessment Criteria for Aerospace
Application Tools: ISO/IEC 14102:1995 Guideline for the Evaluation and Selection of
CASE tools product standards These focus on the products of software engineering,
rather than on the processes used to obtain them.Perhaps surprisingly, product standards
seem difficult to obtain. Examples:
Product evaluation: ISO/IEC 14598 Software product
Evaluation Packaging: ISO/IEC 12119:1994 Software Packages -
Quality Requirements and Testing: A popular focus of standardization, partly because

product standardization is elusive and partly because much has been gained by refining
process. Much of softwareengineering is in fact the study of process. Examples:
Life cycle: ISO/IEC 12207:1995 Information Technology -
Acquisition: ISO/IEC 15026 System and software
Maintenance: IEEE Std 1219-1992 Standard for
Productivity: IEE Std 1045-1992 Standard for Software
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Specific companies may develop their own guidelines for system/software design.
These define good practice within a company. They often conform to more general
standards. Shell UK Code of Practice: Fire and Gas Detection and alarm Systems for
Offshore Installations. Describes what a fire and gas alarm system must do; prescribes
properties of that system; sets goals for achieving those properties; gives examples of
typical design solutions.
Quality
&
Standards
In
Birlasoft
As
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Compare to others
Birlasaft Standerds
Birla soft has started to reap the fruits of its quality initiatives. The SEI CMM Level 5
achievement combined with six sigma and other quality initiatives provided measurable
benefits in areas which were identified as critical to improvement. A snapshot of the ROI
is as given below:
1. Higher Customer Satisfaction
- Average VOC (Voice of customer) rating improved from 3 to 4.53 on a
scale of 5.
2. Product Quality
- Lower maintenance (less rework)
- COPQ showing downward trend.
- Higher Quality (fewer defects)
- 40% reduction in defects in client acceptance testing phase.
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3. Process Quality
- Better Estimation.
- Size variance reduced from +/- 20% to +/- 5%.
- Faster cycle times.
- Achieved 0% delivery variance in Maintenance & QA type of projects.
- 65 % reduction in delivery variance in SDLC projects.
4. Others
- 20% improvement in productivity.
- Significant improvement in employee morale.
Quality Measures
Quality processes at Birlasoft gives life cycle wise details to different roles in the
organization. The project management and engineering processes are automated using
tools and the dashboards for each individual role ensure the process effectiveness at all
levels. The customers have their customized views as part of these dashboards, where
they can view online real time status of their projects.
1 . Project Management Processes
Manage all Project Management Processes
Requirements Gathering
Process Adherence through automated workflows
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Real-Time Visibility
Project Control
Quantitative Project Management through Real-Time Data
Risk Management using FMEA
2. Engineering Processes
Different Life Cycles for different kinds of projects
Usage using RUP Methodology
Use Case Size Estimation
Different levels of Verification:
Formal Inspection
Peer Reviews
Code Review Tools
SME Reviews
Unit Testing
Extensive usage of Tools (Rational, Win Runner, etc.) for Validation
3. Process Management Processes
Processes compliant with:
ISO 9001:2000 Standards
SW CMM
Process Improvement using Six Sigma
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Process Asset Library
Measurement Repository
Reusable Components
Role Based Training
Online Feedback System for employees to raise PCR
4. Support Processes
Quality Assurance
Configuration Management
Causal Analysis
Defect Analysis using orthogonal defect classification
Decision Analysis and Resolution
Measurement & Analysis
5. Automation using IT Governance Framework
Project Management
Project Start-up Kick-off
Task Kick-off
Knowledge Sharing Sessions
Post Mortem Meetings
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Software Engineering
Process Management
Monthly MRM (Management Review Meetings)
Monthly PMR (Project Management Reviews)
Support
6. Customer Visibility
Online Dashboards through Secure Access
Real-Time Data on SLAs, Offshore Leverage
Roll Up and Drill Down View up to Ticket Level
Workflow-Based Features
7. Training
Mandatory Training on Process Champion Workshop, Six Sigma
Customized Modules on Software Engineering and Life Cycle
Quality Certifications
Quality at Birlasoft is a way of life - we ensure that there is quality work at every
step. Our processes have evolved around the best frameworks like CMM, Six Sigma,
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ISO, and PCMM. All aspects of delivery, support, and people are addressed, ensuring that
we deliver value to our customers.
Quality Policy
We shall continuously strive to exceed the expectations of our customers by
providing defect-free products, services and solutions, on time and within budgeted cost.
We shall also endeavor to nurture an environment where trust, fairness and integrity
flourish.
Quality Journey
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a. ISO 9001
Birlasoft began the process of mapping ISO process initiative in 1998 with 1999
version. We quickly moved to ISO 9001:2000 by 2001. As part of ISO, we laid our
Quality Management System in line with ISO Standards taking care of Management,
Project, Delivery and Support processes. These processes and clauses of ISO were
mapped to the key process areas of CMM.
What it means for our Customers?

Better Project Management and Adherence to SLAs through focused support
processes, engineering and project management processes.
Enhanced Productivity leading to 20% improvements.
b. PCMM
Birlasoft has formulated people and processes based on best practices and
framework of PCMM to integrate processes, tools and people. These processes focus on
building Competencies of the people through focused training programs, mentoring and
career development to keep our workforce motivated.
Gives our customers the Best of Competencies for their specific needs.
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Improved Productivity and Reduced Cycle Time for the projects.
Improved Employee Retention to Retain Knowledge and Talent in the
organization.
c. SEI CMM
Birlasoft embarked on CMM journey to catch up with the other players in the year
2001 and in flat 12 months time we were assessed at Level 5.
Better Control of Processes and Products.
Improved Estimation Accuracy.
Lowered Cycle Time and Turn Around Time by 30%.
Improved Productivity by 20%.
Reduced Defects by 20%.
d. Six Sigma
Birlasoft started its journey into Six Sigma from 2001 and today Six Sigma forms
an integrated part of our processes. We have been able to make more than 5 million dollar
savings for ourselves and more than 3 million dollars for our customers. Birlasoft
leveraged Six Sigma processes for CMM Level 5 journey and it was because of the
process improvement approach through Six Sigma, we were able to achieve level 5 in
record time of 12 months.
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Six Sigma Program features

We started our Six Sigma program with GE GDC initiative and it was soon spread
across the entire organization.
We have more than 1000 people trained as Green Belt and more than 60+ people
as Black Belts.
We have 150+ projects going on Six Sigma, in the areas of Improving SLAs,
Quality, Productivity, Cost, Resource Utilization and many for our customers
main areas.
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At Birlasoft we use DMAIC (Define, Measure, Analyze, Improve and Control)
Methodology for improving existing processes and DFSS (Design for Six Sigma)
in a DMADV (Define, Measure, Analyze, Design and Verify) for the development
projects using the tools of Six Sigma in engineering areas.
What it means for our Customers
The methodology brings in Customer Focus and Wing-to-Wing Approach.
Defect Reduction up to 60% using Six Sigma Tools and Cycle Time Reduction up
to 15% improving Productivity by 15%.
Tangible Cost Savings for the customers.
Improved Performance and Customer VOC (Voice of Customer) from 4 to 4.77 on
a scale of 1 to 5.
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TCS Standerds
IT Services
For maximum flexibility, speed, and efficiency, a robust IT strategy is critical. TCS helps
companies make the most of their IT investments from providing system integration
solutions, application development and management services, and testing solutions. See
our top practice areas below, or contact a TCS expert today to discuss a custom solution
for your enterprise. CNT CHALLENGES
Align IT with strategic business initiatives Built-in flexibility to adapt to a
constantly changing global market the ability to strategize, develop and execute new
initiatives with optimal speed to remain competitive TCS delivers excellence and
certainty across all of your enterprises IT needs. Learn more about the following areas:
Application Management
Migration & Re-engineering
System Integration
Testing
Performance Engineering
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BUSINESS VALUE
IT enabled achievement of strategic objectives
Speedier time to market
Improvements in cost and energy efficiency
Increased productivity
IT Infrastructure Services
IT infrastructure affects every aspect of your organization. Effective management is
crucial. High availability, responsiveness and adequacy are non-negotiable requirements
of global corporations and require specific expertise and know-how. TCS delivers endto-end infrastructure management solutions. See our top practice areas below, or contact a
TCS expert today to discuss a custom solution for your enterprise.
CLIENT CHALLENGES
A robust infrastructure that provides the level of availability and response necessary in a
global business environment
No singular accountability for performance with different infrastructure and application
vendors
WHAT TCS PROVIDES
TCS can address your enterprises IT infrastructure needs through the following
offerings: 'Business Effective Infrastructure' Readiness Assessment
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IT Service Desk
Data Center Management
End User Computing Services
Database Services
Application Management Services
Command Center Services
Managed Security Services
BUSINESS VALUE
High availability, responsiveness and adequacy of IT infrastructure
Singular accountability for business performance with TCS integrated IT

Services & IT Infrastructure capabilities
Enterprise Solutions
From managing supply chains, devising CRM strategies, and deploying content
management solutions to integrating enterprise-wide functions, TCS helps you with
comprehensive, efficient and robust solutions that meet your unique requirements.
Client Challenges
Sustaining profitability in highly competitive and rapidly changing environments
Building and managing complex customer information
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What TCS Provides

TCS delivers comprehensive, efficient, and robust solutions tailored to your enterprises
needs. Learn more about the following areas:
Supply Chain Management
Master Data Management
Customer Relationship Management
RFID
Call Management
Oracle
SAP
Consulting
Changing demands of increasingly complex market scenarios force businesses to
act swiftly and continuously reinvent themselves to meet and exceed their customers
expectations. Innovative business models have become the key to sustainable competitive
advantage and profitability.
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TCS depth and breadth of technical knowledge and expertise can provide a sound
strategy to create such a model, one that is tailored specifically to your organization, and
that allows it to keep pace with the latest business trends and technology advances. Let
TCS transform the way you do business by optimizing processes, aligning IT with
business needs, supporting IT operations, and designing effective risk management
strategies.
THE TCS APPROACH
TCS partners with you to define and address your organization's unique
transformation imperative. We work in transparent consultation with our clients to define
your business goals, devise a strategy, decide on a course of action, develop a solution,
deploy it across your organization, and deliver improved business results. Our integrated
consulting and IT services capabilities bring continuity and consistency to your strategic
programs. Learn more about our different consulting areas:
Business Consulting, including Business Process Management, Change Management,
and Program Management
IT Consulting, including Architecture and Technology, Information Risk Management,
Infrastructure Services, IT Process and Service Management, IT Strategy and
Governance, Master Data Management, Performance Engineering Solutions, and Quality
Assurance and Testing
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Business Solutions, including E-Channel, OptimizeIT, Post Merger & Acquisition IT
Integration, Service Oriented Architecture (SOA), and Utility Computing
Integrated end-to-end IT enabled business transformation: We help enterprises across
the value chain with our benefits-driven, integrated approach that delivers sustainable
results.
Proven methodology and fact-based approach: Our methodologies incorporate TCS'
best practices and are set for uniformed processes and delivery.
Global expertise, applied locally: Our high-caliber consultants have a wealth of
expertise and international experience, enabling us to focus on your local demands within
the context of your global business requirements.
Business Process Outsourcing
Thrive in todays market by identifying new opportunities and innovations that
sustain and maximize your enterprises growth. When you strategically partner with TCS,
well provide innovative, rigorous solutions to identify, manage and operate your noncore operations all in an environment of collaboration, trust, and reliability.
CLIENT CHALLENGES
Decentralized operations
High operational costs
Operational issues
Non-uniform skill levels across human resources
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What TCS provides
Our deep, industry-specific experience and process expertise allow us to leverage IT-BPO
synergies to automate tasks, simplify processes and enhance efficiencies. Click on a link
below to learn more.
Horizontal Offerings
Customer Interaction Management
Finance & Accounting
Human Resources Outsourcing
Knowledge Process Outsourcing
Supply Chain Management
Reconciliations -TCS Aspire Service
Utility Based Offerings
Benefits Administration
Payroll
Industry-specific Offerings
Banking and Financial Services
Insurance
Manufacturing
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Healthcare & Lifesciences
Retail & Consumer Packaged Goods
Telecom, Media & Entertainment
Travel, Transport & Hospitality
BUSINESS VALUE
We leverage our intellectual property built over the years practices, platforms
and tools to provide value-added-services, global standards, and best-of-breed
processes
Business process solutions on our hosted software platform reduce your spend on
fixed investments and maintenance costs
Our Global Network Delivery Model provides consistent, high-quality services

24/7.
Our thought leadership helps you stay aligned with current and emerging trends
We provide utility-based offerings that ensure integrated control mechanisms, as

well as in-depth expertise of systems and processes to reduce your upfront fixed
and ongoing maintenance costs
Engineering & Industrial Services
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For more than two decades, TCS has been delivering engineering solutions across
diverse industries enabling customers to foster product innovation, improve operational
efficiencies, and decrease time-to-market for their products.
CLIENT CHALLENGES
Demand for new product features catering to local markets
Competitive cost pressure requiring improved operational efficiencies in

manufacturing
Innovate with optimal research and product development spends
Worldwide supply chain with significant statutory compliance requirements
WHAT TCS PROVIDES
New Product Development (NPD) Solutions: Product Design, Product

Engineering and Product Manufacturing with focus on Mechanical Design,
Embedded Systems and Engineering Automation.
Plant Solutions and Services: Process Plant Engineering, Digital Manufacturing

Solutions, Manufacturing Execution & Intelligence (MEI), Control Automation
Engineering, Sourcing Solutions and Integrated Asset Management solutions.
Product Lifecycle Management (PLM) Solutions: PLM business consulting,

PLM product implementation and PLM support.
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Geospatial Technology Solutions: In-depth geo-spatial information system

capabilities for implementing and integrating geo-spatial technology with other
business systems.
TCS leverages on its intellectual property that is built over years, various products and
tools and different types of alliances (industry, academic and technology) to
address customer's needs.
BUSINESS VALUE
TCS' process-driven approach, unique Global Network Delivery Model
(GNDM) and alignment to specific quality paradigms inclusive of Six Sigma, ISO,
PCMM, CMMi, AS 9100, and BS 7799 enable our customers to reap benefits, such as:
Realize product strategy from conception to retirement
Enhance market share and customer's Return on Investment (ROI)
Reduce the Total Cost of Ownership (TCO)
Enhance visibility of manufacturing operations and availability of assets
Client thoughts
"We have been working with TCS since 2005 and TCS has consistently measured
high on our expectations of quality, cost efficiency, flexibility, and process innovation for
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continuously raising the bar. TCS management commitment to the relationship and
transparency with Nissan helped in ensuring On Time Delivery of 98% and FTR of 96%
within a very reasonable time. Nissan and TCS continuously collaborate to improve these
performances. The certainty in managing this relationship is commendable and a step
ahead of our needs.--Nissan Motors, Atsushi Shizuta, Corporate Vice President
We are pleased to have formed the strategic relationship with TCS and believe it
demonstrates an ideal combination of engineering compliance and innovation, whilst
delivering cost efficiencies to our end client.
--Morson Projects, UK , Steve Seddon, Executive Director
Related Locations
Engineering and Industrial Services Research and Development
Electromechanical Manufacturing Facility, Goa, India
Awards & accolades
Topped the 2008 DataQuest Top 20 list in Engineering Services for the second
consecutive year
Innovation Award from Ferrari for technological leadership and innovation
2008 Tata Innovation Award for the 'Most Promising Innovation' to EIS' Strategic
Investment Planning System (SIPS) solution
Engineering & Industrial Services
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For more than two decades, TCS has been delivering engineering solutions across
diverse industries enabling customers to foster product innovation, improve operational
efficiencies, and decrease time-to-market for their products.
CLIENT CHALLENGES
Demand for new product features catering to local markets
Competitive cost pressure requiring improved operational efficiencies in

manufacturing
Innovate with optimal research and product development spends
Worldwide supply chain with significant statutory compliance requirements
WHAT TCS PROVIDES
New Product Development (NPD) Solutions: Product Design, Product

Engineering and Product Manufacturing with focus on Mechanical Design,
Embedded Systems and Engineering Automation.
Plant Solutions and Services: Process Plant Engineering, Digital Manufacturing

Solutions, Manufacturing Execution & Intelligence (MEI), Control Automation
Engineering, Sourcing Solutions and Integrated Asset Management solutions.
Product Lifecycle Management (PLM) Solutions: PLM business consulting,

PLM product implementation and PLM support.
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Geospatial Technology Solutions: In-depth geo-spatial information system

capabilities for implementing and integrating geo-spatial technology with other
business systems.
TCS leverages on its intellectual property that is built over years, various products
and tools and different types of alliances (industry, academic and technology) to
address customer's needs
Unit Lead Thoughts
Currently the IT needs of SMBs are not being met in an integrated and holistic
manner. The TCS SMB Strategy is part of our overall adjacency growth strategy helping
us expand the addressable customer segment and establish market leadership as an end to
end business solution provider for the SMB segment. Our plan is to provide flexible and
scalable solutions to SMBs leveraging our global experience and best of breed practices.
We view this as a means of making India Inc. more competitive and TCS being an
integral part of Sustainable Profitable Growth of SMBs.
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INFOSYS Standerds
Consulting Services
Best of both worlds: Consulting and Global Delivery
The days of flying an entire team of business consultants to a client site, incurring the
high costs of travel, and thinking about problems with a local perspective are over. We
knew that clients were tired of this old model of consulting. As the pioneer of the Global
Delivery Model, we developed a new model for consulting based on a simple idea: A
blended offering of high quality business consulting onsite with impeccable technology
implementation offsite.
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Service Areas
Information & Technology Strategies
Product Innovation
Next Generation Commerce
Core Process Excellence
Learning & Complex Change

BPO Services
Infosys' Business Process Outsourcing (BPO) services combine domain expertise,
process skills and technology to deliver world-class process outsourcing.
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The world is flattening, get competitive
Infosys BPO Ltd, the Business Process Outsourcing (BPO) subsidiary of Infosys
Technologies Ltd., was set up in April 2002. Infosys BPO focuses on integrated end-toend outsourcing and delivers to its clients through reduced costs, ongoing productivity
improvement, and process reengineering. We partner with the client to impact their
business goals by enabling them to focus on their core functions rather than spend time
on peripheral and people-intensive processes. The Infosys BPO transformation promise is
to do the same job better and efficiently and ultimately eliminate non-value adding tasks.
Infosys BPO, driven by operational excellence, continuously strives to improve itself
with an ongoing six sigma process framework, an ISO-certified transition methodology
built on a rich experience of transitioning over 900 processes, TR 19 certification and
eSCM level 4 certification. We are focused on delivering a risk-free outsourcing
experience to our clients by being SAS 70 Type 2, BS 7799 and ETI-certified.
Today, Infosys BPO is ranked among the leading BPO companies in India by
NASSCOM, Dataquest, the International Association of Outsourcing Professionals, Red
Herring, FAO Today, NelsonHall, and others. Infosys BPO has offices in India, the Czech
Republic, China, Philippines, Poland, Bangkok and Mexico, with employee strength of
17,534. It closed FY 2007-08 with revenues of $250.3 million.
Offerings by Industry
Aerospace and Automotive
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Banking and Capital Markets
Communication Service Providers
Energy and Utilities
Healthcare
Insurance
Life Sciences
Manufacturing
Media and Entertainment
Retail and Consumer Packaged Goods
Services
Transportation and Services
Offerings by Function
Business Platforms
Customer Service Outsourcing
Finance and Accounting
Human Resource Outsourcing
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Knowledge Services / Knowledge Process Outsourcing (KPO)
Legal Services
Order Management
Procurement Outsourcing
IT Services
Application Services
Architecture Services
Enterprise Quality Services
Independent Validation Services
Information Management Services
Infrastructure Services
Packaged Application Services
SOA Services
Systems Integration Services
Engineering Sevices
Product Engineering
Lifecycle Management
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Process Engineering and Plant Operations
Global presence of a
company
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Birlasoft ranked amongst leaders in "2012 Global Outsourcing

100 " list
Birlasoft, the global IT services arm of CK Birla group, has been ranked 72 amongst
2012 Global Outsourcing 100 service providers in The Global Outsourcing 100 list
published by IAOP (International Association of Outsourcing Professionals). IAOP
ranking positively impact the outsourcing space for users, consultants and providers. The
evaluation of outsourcing companies, done by an independent panel consisting of
industry experts, included four critical characteristics size & growth; customer
references; organizational competencies; and management capabilities.
IAOP's recognition of Birlasofts key strength in Customer References is an
endorsement of its customer centric strategy.
We have seen tremendous growth, maturity and expansion of services among
outsourcing service providers as we publish this 7th annual list of "best of the best"
globally, said IAOP Managing Director of Thought Leadership, Jag Dalal, COP.
Judges were impressed with the depth of provider and advisor's relationships with their
clients as shown through the references provided. Clearly, their clients appreciate the
value they receive from their engagements. Intense competitiveness of the outsourcing
world is also evident and shows continuing maturity and growth of the industry.
Birlasoft also tops the key segments:
By Industry Focus - Best 20 - Leaders in Financial Services (Insurance)

By Region Served Best 20 Companies in India
Top List climbers year to year
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Speaking on the occasion, Shan Bala, CEO, Birlasoft said, IAOPs recognition is an
acknowledgement of Birlasoft associates unrelenting focus in providing significant value
to our customers by delivering both technology & business solutions. This is recognition
of our customer centricity that we believe in strongly.
Birlasoft has also achieved the distinction of top list climbers year on year through
significant improvement in the ranking this year.
About Birlasoft:
Birlasoft is a leading provider of Information Technology services in both onshore and
offshore models to Fortune 500 as well as mid-sized organizations in Banking &
Financial Services, Insurance, Manufacturing, and Emerging verticals including Media,
Retail and Healthcare. Birlasoft's services include Enterprise Application services,
Custom Application Development & Management, Managed Infrastructure and
Engineering services. Birlasoft has about 4000 employees across Australia, China,
Germany, India, Malaysia, Netherlands, Singapore, Switzerland, UK and US. Birlasoft is
the first Indian IT Services company to be appraised on SEI CMMI Level 5 on a
continuous representation. It also finds its place amongst the Global Services Top 100
companies and IAOPs list of top 100 global outsourcing companies.
About IAOP
The International Association of Outsourcing Professionals (IAOP) is the global,
standard-setting organization and advocate for the outsourcing profession. With more
than 120,000 members and affiliates worldwide, IAOP helps companies increase their
outsourcing success rate, improve their outsourcing ROI, and expand the opportunities
for outsourcing across their businesses.
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Data Analysis
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Developing team
1. What is meaning of certification of development process for you?
certification
employe; 25%
customer; 50%
quantity; 25%
customer
quantity
employe
Interpretation: - 50% customer satisfaction for certification

25% employee satisfaction for Certification
25% Quantity Maintainenance
1. Do you follow any standard development process?
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standard development
No; 30%
YES; 70%
YES
No
Interpretation: 70% follow standard development

30% does not follow standard development
3. Which Software development model do you like most?
Software Development
software development life cycle; 30%
component assemply model; 40%
Rapid Application development; 10%
Protyping model; 20%
software development life cycle
Protyping model
Rapid Application development
component assemply model
Interpretation: 40% following now days component assemply model

30% following Software development cycle
20% following
Protoyping model
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10% following Rapid application development
4. Do you follow all stages of software development process?
Stages
depend on customer; 22%
no; 16%
yes; 62%
yes
no
depend on customer
Interpretation:62 % follow all the Stages

22 % depend on customer Decision.
16 % doesnt follow Stages
5 .What kind of implementation programme do you want to follow?
Implementation
depend on customer; 20%
one time; 15%

Phase wise ; 65%
Phase wise
one time
depend on customer
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Interpretation: 65% implement process phase

20% implement process depend on customer
15% implement one time
6. Is customer always satisfied with your Quality Process?
quality Process
no; 28%
yes; 72%
yes
no
Intrepretation: 72% satisfied with Quality Process

28% unsatisfied with Quality Process
7. How much time you take in completing the process?
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Time Process
more than one year; 11%

more tan 6 month; 25%
more than 15 days; 64%
more than 15 days
more tan 6 month
more than one year
Interpretation: 64% take 15 days to complete

25% take 6 months to complete
11% take more than 1 year
8. What features you used in it?
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Features
Proven Methology; 25%

Six Sigma Green belt; 55%
siebel COE Quality Assurance; 20%
Six Sigma Green belt
siebel COE Quality Assurance
Proven Methology
Intrepretation: 50% follow Six Sigma green Belt

27% prefer Siebel Quality Assurance
23% Prefer Proven methdology
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9. Which type of testing you adopt?
Testing
Test Management; 25%
Functional; 60%
Load; 15%
Functional
Load
Test Management
Interpretation: 60% do Functional Testing

25 % do Test Management
15 % do Load Testing
10. What is the Basic goal to make this testing?
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Basic Goal
Customer ; 30%
both a&b; 40%
Organigation; 30%
Customer
Organigation
both a&b
Interpretation: 40% to satisify both

30% to Satisfy Customer
30% to Satisfy Organisation
11. Does there any security provide for process?
Security
No; 20%
Yes; 80%
Yes
No
Interpretation: 80% follow Security Process
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20% doesnt follow Security Process
12. Have you ever created a test plan?
test Plan
No; 35%
Yes; 65%
Yes
No
Intrepretation: 65% create a test Plan

35% do create Test plan
13. What approaches you have applied?
Approach
bottom up; 50%
top down; 50%
top down
bottom up
Intrepretation : 50% follow top down approach
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50% follow bottom up approach
Customer
1. The quality of software company recommend is appropriate?
Quality of software performance

Satisfactory; 10%
Unsatisfactory; 4%
Average; 10%
Excellent; 52%
Good; 24%
Excellent
Good
Satisfactory
Unsatisfactory
Average
Interpretation: 52 % recommend Quality is appropriate

24 % recommend Quality is good
10 % recommend Quality is Average
10% recommend Quality is Satisfactory
4% recommend Quality is Unsatisfactory
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2. How many years you are using it?
usability of software
1; 12%
morethan1; 10%
more than 5; 58%
more than 3; 20%
morethan1
more than 3
more than 5
Interpretation: 12% customer used software within one year

10% customer used software more than one year
20% customer used software more than 3 year
3. How much you rate the software?
Rating of software
Average; 9%
Good; 10%
Excellent; 59%
Very good; 23%
Excellent
Very good
Average
Below Average
Good
Interpretation: 58 % rate software excellent

23% rate software very good
10% rate software good
9% rate software average
0% rate software below average
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4.
How many time up gradation you have done?
upgradation of software
three time; 8%
two time; 12%
more than 5 times; 2%
one time; 78%

one time
two time
three time
more than 5 times
Interpretation: 78% upgrade software one time

12% upgrade software two time
8% upgrade software three time
2% upgrade software more than five times
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5. Does it is reliable to use?
Relaibilty
No; 20%
Yes; 80%
Yes
No
Interpretation: 80% relie on Quality process

20% doesnt rely on Quality Process
6. Does it is cost effective?
Cost Eff ective
No; 40%
Yes; 60%
Yes
No
Interpretation: 60% Customer says its is cost effective

40% Customer says its is not cost effective
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7. Does is easy to understand and work on it?
ease of Understanding Software

No; 25%
Yes; 75%
Yes
No
Interpretation: 75% customer its is easy to understand and work

25% customer its is not easy to understand and work
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8.
Do you find any difficulty in it?
Diffi clty
No; 35%
Yes; 65%
Yes
No
Interpretation: 65% doesnt find any difficulty to access

35% find difficulty to access
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9.
Does it fulfill your need /requirement?
fullfiment of need/requirement
No; 28%
Yes; 72%
Yes
No
Interpretation: 72% customer says its fulfill our requirement

28% doesnt fulfill our requirement
10.Does it contain proper help manual for you?
Help Manual
No; 8%
Yes; 92%
Yes
No
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Interpretation: 92% customer says provide help manual

8% customer says doesnt provide any help manual
11.Ease of installation of software?
Installation of Software
No; 12%
Yes; 88%
Yes
No
Interpretation: 88% customer say there is ease of installation

12% customer say there is no ease of software
12. Long term ability of the software to function without errors or problems
Long term ability
Un Satisfied; 2%
Satisfied; 17%
Dissatisfied1; 1%
Very Satisfied; 80%

Very Satisfied
Satisfied
Un Satisfied
Dissatisfied1
Intrepretation: 80% found long term of ability without any error is very satisfied
17% found long term of ability without any error is satisfied
2% found long term of ability with error is Unsatisfied
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1% found long term of ability with error is dissatisfied
13Ability of the user to easily perform required tasks using the software
Ability of User Performane

Dissatisfied; 2%
Satisfied; 22%
Unsatisfied; 4%
Very Satisfied; 72%

Very Satisfied
Satisfied
Unsatisfied
Dissatisfied
Intrepretation: 72% found Easy to perfprm task is very satisfied

22% found Easy to perfprm task is satisfied
4% found Easy to perfprm task Unsatisfied
2% found Easy to perfprm task dissatisfied
14. Availability of the technical support
Technical Support
Unsatisfied; 10%
Dissatisfied; 2%
Satisfied; 20%
Very Satisfied; 68%

Very Satisfied
Satisfied
Unsatisfied
Dissatisfied
Intrepretation: 68% very satisfied with technical satisfied

20% Satisfied with technical support
10% Unsatisfied with technical satisfied
2% dissatisfied with technical suppor
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Finding
and
Recommendations
Findings
Employee:As a developing team they are performing on the basis of customer.
Now a days component model is using more
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Recommendations
After analising developments of process of several companies I have following

suggestion to develop smart software.
1. Befor starting development process will be decided in analisys and design phase.
2. Process of development should be fully documented and standerdise
3. Customer satisfaction is main output of development
4. Employee satisfaction will also be playing a key roll in development.
5. Several standerd cirtification are the to make development process good.
6. Quality of product will be the aim of development.
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7. Final goal of business is to satisfy the customer, to acheve this goal several changes
has been done during the development.
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CONCLUSIONS
CONCLUSIONS
A number of models and articles related to Software Process Engineering exist.
Each of the models approaches the subject from their particular angle and as such they all
have their own limitations and strengths. As a conclusion it can be said that there is no
single reference that would provide a comprehensive overview of the Software Process
Engineering system.Those models that combine both processes and infrastructure
elements are focused on describing a SPI project or program, rather than an entire SPE
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system. When compared to each other these models can be seen to identify different
activities and infrastructure elements and typically provide only an implementation model
for the improvement effort, rather than discuss about the fundamental elements that make
up the architecture of the SPE system. They also focus largely on organisation and in
many cases limit their view to the operative part of the organisation. Furthermore, in such
models the architecture of the incorporated process model is cycle-based and thus not
very suitable for establishing a Software Process Engineering system. On the other hand,
those process models that would have a more suitable architecture do not have a
corresponding model of the infrastructure. The experience reports do not provide support
for setting up and operating a SPE system, either, as their scope is limited to SPI
programs and the view they give to the underlying Software Process Engineering
elements is very shallow.
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REFERENCES
REFERENCES
This report is research process of software development is done under Birlasoft.
We try ot find out all informations related to development. A lot of communication and
reports are attached with this report along with Birlasoft, TCS and Infosys process study.
Other then these several other information this report consist of following main
features.
1. Birlasoft process study
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2. TCS process study
3. Infosys process study
4. Common development process
5. Profile of the birlasoft
6. Software services provide by the birlasoft
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BIBLOGRAPHY
WEBSITES:
www.birlasoft.com
www.google.co.in
www.tcs.com
www.infosys.com
www. en.wikipedia.org/wiki/BirlaSoft
en.wikipedia.org/wiki/Software_quality_assurance
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Annexure
QUESTIONNAIRE-1(Developing Team)
Birlasoft
NAME ..AGE .
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DESIGNATION .. LOCATION .
ADDRESS
MOBILE NO .
1. What is meaning of certification of development process for you?

a) To satisfy the customer
b) To maintain the quality
c) Employee satisfaction
2. Do you follow any standard development process?
a) Yes
b) No
3. Which Software development model do you like most?
a). System Development Life Cycle (SDLC) Model

b). Prototyping model
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c). Rapid application development model

d). Component assembly model
4. Do you follow all stages of software development process?
a) Yes
b) No
c) Its depends on project
5. What kind of implementation programme do you want to follow?
a) Phase wise
b) One time
c) Depends on customer
6. Is customer always satisfied with your Quality Process?
a) Yes
b) No
7. How much time you take in completing the process?
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a) More than 15 day
b) More than 6 month

c) More than 1 year
8 . What features you used in it?
a)
Six Sigma Green Belt
b) Siebel COE Quality Assurance

c) Proven Methodology
9. Which type of testing you adopt?
a) Functional testing
b) Load testing
c) Test management
10. What is the Basic goal to make this testing?
a) To satisfy customer
b) To satisfy the organization
c) Both a& b
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11. Does there any security provide for process?
a) Yes
b) No
12. Have you ever created a test plan?
a) Yes
b) No
13. What approaches you have applied?
a) Top down
b) Bottom up
QUESTIONNAIRE-2(Customer)
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Birlasoft
NAME ..AGE .
LOCATION .
ADDRESS
MOBILE NO .
1. The quality of software company recommend is appropriate ?
a) Excellent
b) Good
c) Average
d) Satisfactory
e) Unsatisfactory
2. How many years you are using it?
a) 1 year
b) More than one year
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c) More than Three year

d) More than five year
3. How much you rate the software?
a) Excellent
b) Very good
c) Good
d) Average
e) Below Average
4. How many time up gradation you have done ?
a) One time
b) 2 times
c) 3 times
d) More than 5 times
5. Does it is reliable to use?
a) Yes
b) No
6. Does it is cost effective?
a) Yes
b) No
7. Does is easy to understand and work on it?
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a) Yes
b) No
8. Do you find any difficulty in it?
a) Yes
b) No
9. Does it fulfill your need /requirement?
a) Yes
b) N0
10 Does it contain proper help manual for you?
a) Yes
b) No
11Ease of installation of software?

a) Yes
b) No
12 Long term ability of the software to function without errors or problems ?
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a)
Very Satisfied
b)
Satisfied
c)
Unsatisfied
d) Dissatisfied
13 Ability of the user to easily perform required tasks using the software
Very Satisfied
Satisfied
Unsatisfied
Dissatisfied
14) Availability of the technical support
Very Satisfied
Satisfied
Unsatisfied
Dissatisfied
Glossory
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Acceptance Testing: Testing conducted to enable a user/customer to determine whether
to accept a software product. Normally performed to validate the software meets a set of
agreed acceptance criteria.
Accessibility Testing: Verifying a product is accessible to the people having disabilities
(deaf, blind, mentally disabled etc.).
Ad Hoc Testing: A testing phase where the tester tries to 'break' the system by randomly
trying the system's functionality. Can include negative testing as well..
Automated Software Quality (ASQ): The use of software tools, such as automated
testing tools, to improve software quality.
Automated Testing:
Testing employing software tools which execute tests without manual

intervention. Can be applied in GUI, performance, API, etc. testing.
The use of software to control the execution of tests, the comparison of actual
outcomes to predicted outcomes, the setting up of test preconditions, and other
test control and test reporting functions.
Beta Testing: Testing of a rerelease of a software product conducted by customers.

Binary Portability Testing: Testing an executable application for portability across
system platforms and environments, usually for conformation to an ABI specification.
Black Box Testing: Testing based on an analysis of the specification of a piece of
software without reference to its internal workings. The goal is to test how well the
component conforms to the published requirements for the component.
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Bottom Up Testing: An approach to integration testing where the lowest level
components are tested first, then used to facilitate the testing of higher level components.
The process is repeated until the component at the top of the hierarchy is tested.
Boundary Testing: Test which focus on the boundary or limit conditions of the software
being tested. (Some of these tests are stress tests).
Code Complete: Phase of development where functionality is implemented in entirety;

bug fixes are all that are left. All functions found in the Functional Specifications have
been implemented.
Code Coverage: An analysis method that determines which parts of the software have
been executed (covered) by the test case suite and which parts have not been executed
and therefore may require additional attention.
Code Inspection: A formal testing technique where the programmer reviews source code
with a group who ask questions analyzing the program logic, analyzing the code with
respect to a checklist of historically common programming errors, and analyzing its
compliance with coding standards.
Code Walkthrough: A formal testing technique where source code is traced by a group
with a small set of test cases, while the state of program variables is manually monitored,
to analyze the programmer's logic and assumptions.
Coding: The generation of source code.
Compatibility Testing: Testing whether software is compatible with other elements of a

system with which it should operate, e.g. browsers, Operating Systems, or hardware.
Component: A minimal software item for which a separate specification is available.
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End-to-End testing: Testing a complete application environment in a situation that

mimics real-world use, such as interacting with a database, using network
communications, or interacting with other hard ware, applications, or systems if
appropriate
Error: A mistake in the system under test; usually but not always a coding mistake on
the part of the developer..
Functional Testing:
Testing the features and operational behavior of a product to ensure they

correspond to its specifications.
Testing that ignores the internal mechanism of a system or component and focuses
solely on the outputs generated in response to selected inputs and execution
conditions.
Integration Testing: Testing of combined parts of an application to determine if they

function together correctly. Usually performed after unit and functional testing. This type
of testing is especially relevant to client/server and distributed systems.
Installation Testing: Confirms that the application under test recovers from expected or
unexpected events without loss of data or functionality. Events can include shortage of
disk space, unexpected loss of communication, or power out conditi
Performance Testing: Testing conducted to evaluate the compliance of a system or
component with specified performance requirements. Often this is performed using an
automated test tool to simulate large Quality Assurance: All those planned or systematic
actions necessary to provide adequate confidence that a product or service is of the type
and quality needed and expected by the customer.
Quality Audit: A systematic and independent examination to determine whether quality
activities and related results comply with planned arrangements and whether these
arrangements are implemented effectively and are suitable to achieve objectives.
Quality Circle: A group of individuals with related interests that meet at regular intervals
to consider problems or other matters related to the quality of outputs of a process and to
the correction of problems or to the improvement of quality.
&Training, Lucknow
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Quality Control: The operational techniques and the activities used to fulfill and verify
requirements of quality.
Quality Management: That aspect of the overall management function that determines
and implements the quality policy.
Quality Policy: The overall intentions and direction of an organization as regards quality
as formally expressed by top management.
Quality System: The organizational structure, responsibilities, procedures, processes,
and resources for implementing quality management.
Structural Testing: Testing based on an analysis of internal workings and structure of a
piece of software.
System Testing: Testing that attempts to discover defects that are properties of the entire
system rather than of its individual components.
Top Down Testing: An approach to integration testing where the component at the top of
the component hierarchy is tested first, with lower level components being simulated by
stubs. Tested components are then used to test lower level components. The process is
repeated until the lowest level
User Acceptance Testing: A formal product evaluation performed by a customer as a
condition of purchase.
Unit Testing: Testing of individual software components.
Components have been tested.
White Box Testing: Testing based on an analysis of internal workings and structure of a
piece of software. Includes techniques such as Branch Testing and Path Testing. Also
known as Structural Testing and Glass Box Testing. Contrast with Black Box Testing.
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130
Special notes
Quality Assurance in Software application plays an important role and cannot be ignored
in software development, although there are vendors who consider Quality assurance as
less important process and ignore them during the software designing or development
phase. But in real terms quality plays one of the major role in the development since lack
of quality in the coding or during software development may lead to unacceptance of the
project or failure in client requirements.
Although Implementation of an ERP software or a CRM software is not a success,
The success lies when the client start using it.
Quality Assurance is not just testing the product although testing is a part of Quality
Assurance. Quality assurance is a broader concept which start from the inception stage
and end at final software inspection. QA process need both verification and validation.
The complete concept of Quality Assurance in software development ensure you with
confirmation on the functionality, usability, efficiency, portability, Maintainability &
reliability. Hence Proper QA allows you to have a high quality software development and
and happy customer base.
&Training, Lucknow

Quality Assurance Process

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