Rakhi Katara

Project 2 – Software Services Industry

Scenario 1 - From the planning perspective, develop the following:

a. Subsidiary management plan, which is the output of the Plan Quality Management
process
b. Project document, which is an output of plan quality management process - 30
minutes
The development team develops the application and hands it over to the testing team. The
testing team detects defects by Monitoring and Controlling the application. The defects are an
outcome of lack of requirement understanding, inadequate developer skills, incomplete code
coverage of unit test cases, and lack of good application design—the software architecture. The
team uses different tools to find the measurements and causes of the defects.

Solution – Scenario 1
a. Quality Management Plan
Introduction
A Quality Management Plan (QMP) helps guides the Program Manager (PM) and project
personnel execute quality management and quality assurance activities for a project or program.
The purpose of the QMP is to describe how quality will be managed throughout the lifecycle of
the project. Quality management planning determines quality policies and procedures relevant
to the project for both project deliverables and project processes, defines who is responsible for
what, and documents compliance.

1. Quality Planning

Quality is the degree to which the project fulfills requirements. Quality management planning
determines quality policies and procedures relevant to the project for both project deliverables
and project processes, defines who is responsible for what, and documents compliance.
The quality management plan identifies these key components:

Objects of quality review Quality Measure Quality Evaluation Methods

Project Deliverables Deliverable Quality Quality Control Activities

Standards
Customer Satisfaction
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Project Processes Process Quality Standards Quality Assurance Activities

Stakeholder Expectations

The following is a brief explanation of each of the components of the quality management plan.

Project Deliverables and The key project deliverables and processes subject to quality
Project Processes review.

Deliverable The quality standards that are the “measures” used to

determine a successful outcome for a deliverable. These
Quality Standards
standards may vary dependent on the type of information
and technology project.
Customer Satisfaction The customer satisfaction criteria describe when each
deliverable is complete and acceptable as defined by the
customer. Deliverables are evaluated against these criteria.

Process The quality standards that are the “measures” used to

determine if project work processes are being followed.
Quality Standards
Stakeholder expectations describe when a project process is
and
effective as defined by the project stakeholders. An example
Stakeholder is the review and approval of all high impact changes to the
Expectations project.

Quality Control The quality control activities that monitor and verify that the
Activities project deliverables meet defined quality standards.

Quality Assurance The quality assurance activities that monitor and verify that
Activities the processes used to manage and create the deliverables
are followed and are effective.

2. Quality Assurance

The focus of quality assurance is on the processes used in the project. Quality assurance ensures
that project processes are used effectively to produce quality project deliverables. It involves
following and meeting standards, continuously improving project work, and correcting project
defects.
The following table identifies:

 The project processes subject to quality assurance.

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 The quality standards and stakeholder expectations for that process.

 The quality assurance activity – e.g., quality audit or reviews, code review - that will be
executed to monitor that project processes are properly followed.
 How often or when the quality assurance activity will be performed.
 The name of the person responsible for carrying out and reporting on the quality
assurance activity.
Process Quality
Standards/ Quality
Frequency/Interva Who is
Project Process Assurance
Stakeholder l Responsible
Activity
Expectations
Example: Software Peer review of At regular Lead developer
Review software requirements software intervals during in conjunction
development specification. requirements the collection of with other
practices of specification. requirements knowledgeable
software Developers have and a final developers.
application X. completely and review at the
accurately conclusion of
captured requirements
application collection.
requirements.

3. Quality Control

The focus of quality control is on the deliverables of the project. Quality control monitors project
deliverables to verify that the deliverables are of acceptable quality and the customer is satisfied.

The following table identifies:

 The major deliverables of the project that will be tested for acceptable quality level.
 The quality standards and customer satisfaction criteria established for the project
deliverable. Included are any organizational standards that need to be followed.
 The quality control activities that will be executed to monitor the quality of the
deliverables.
 How often or when the quality control activity will be performed.
 The name of the person responsible for carrying out and reporting on the quality control
activity.
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Deliverable
Quality Quality Control Frequency/Interval Who is
Project Standards/ Activity Responsible
Deliverable
Customer
Satisfaction
Example: X must be free Non-developer As released for John Smith,
Software from defects. (independent) testing by functional
application X that testing of X. developer and office
performs some End user does before X moves representative.
desirable function not experience between alpha,
Y. errors or crashes beta, and
and is happy with production
Y. releases.

4. Quality Tools

The following are examples of tools that can be used to support quality management
implementation.

Tool Name Tool Purpose/Use

Cost-Benefit Analysis For Quality Control. Compares the cost of the

quality process to the expected benefit

Control Charts For Quality Control. Used to determine if a process

is stable or predictable, within limits

Benchmarking For Quality Control. Compares current project

processes to comparable projects

Design of Experiments For Quality Control. A statistical method to

determine influential factors on a product or
process

Statistical Sampling For Quality Control. Choosing a representative

sample from a population of interest for inspection

Cost of Quality For Quality Control. Costs incurred for quality,

includes cost of conformance and cost of non-
conformance

Six Sigma For Quality Control. Improves the quality of process

outputs by identifying and removing causes of
errors
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Quality Audits For Quality Assurance. Compliance with policies,

standards, and processes

Process Analysis For Quality Assurance. Planned continuous

improvement of processes

5. Quality Control and Assurance Problem Tracking

If you do not use some method to track quality issues, e.g., wiki, e-mail, ticketing system, JIRA,
then the following logs can be used to itemize, document, and track to closure items reported
through quality management activities. The table headings are examples of information you may
wish to collect.
Quality Control Log

Exception
Review Deliverable Resolution
ID Findings Resolution
Date Reviewed Date
Number

Quality Assurance Log

Excepti
Review Process Resolutio
on ID Findings Resolution
Date Reviewed n Date
Number
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b. Quality Metrics
Quality metrics are measurements of the value and performance of products, services and
processes. The following are common examples.

Quality Metrics Description

Customer Satisfaction In many cases, it is appropriate to measure the
quality of a product or service by the quantifying
customer opinions. The most common way to do
this is simply to ask customers to rate their
satisfaction. For example, there is no better way
to measure the quality of a meal beyond asking
the customer if it was good.
Ratings Ratings of products and services such as those
offered by reputation systems.
Failure Rate The reliability of products as measured by the
probability of a failure over a period of time. For
example, a robot might have an annual failure
rate of 0.1% indicating that 1 out of 1000 units fail
in a year.
Mean Time Between Failures The reliability of IT services is often measured as
the mean time between failures. For example, a
software service with a mean time between
failures of 6 months is down twice a year on
average.
Quality of Service Quality of service is a telecom industry term for
the quality of network services such as internet
connectivity measured using technical metrics
such as error rates, bit rate, throughput,
transmission delay and availability.
Quality Control Quality control is the sampling or testing of
manufactured units or delivered services. For
example, a hotel might randomly sample rooms
that have been cleaned to make sure that the
room is in the expected condition. This can then
be tracked as a quality metric such as the
percentage of rooms that met the hotel's
standards.
Defect Rate The quality of processes or project work can be
measured with a defect rate. For example, the
number of defects per 1000 lines of code can be
considered a quality metric.
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Scenario 2 Name the data representation tools that are used in the Control Quality Process and
briefly describe them

Solution – Scenario 2

Quality Control Tools Description

Flowchart This tool is used when trying to determine where the
bottlenecks or breakdowns are in work processes. Flow-
charting the steps of a process provides a picture of
what the process looks like and can shed light on issues
within the process. Flowcharts are also used to show
changes in a process when improvements are made or
to show a new work flow process.

Check Sheet A check sheet is a basic quality tool that is used to collect
data. A check sheet might be used to track the number
of times a certain incident happens.

As an example, a human resource department may track

the number of questions by employees, per category,
per day. In this particular check sheet the tools shows
the total number of questions received by the human
resources department.

This information helps that department identify

opportunities to proactively share information with
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employees in an effort to reduce the numbers of

questions asked.

Cause and Effect (Fish bone
Diagram)
A cause and effect diagram, also know as a fish-bone
diagram, shows the many possible causes of a problem.
To use this tool, you need to first identify the problem
you are trying to solve and simply write it in the box
(head of the fish) to the right.

Next, you will list the major causes of the problem on

the spine of the fish. Causes are typically separated into
categories of people, process, materials and equipment.
Causes are then identified through brainstorming with a
group familiar with the problem.

Once all of the possible causes are identified, they can

be used to develop an improvement plan to help resolve
the identified problem.

Pareto Chart A Pareto chart is a bar graph of data showing the largest
number of frequencies to the smallest. In this example,
we are looking at the number of product defects in each
of the listed categories.

When you look at the number of defects from the

largest to the smallest occurrences, it is easy to see how
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to prioritize improvements efforts. The most significant

problems stand out and can be targeted first.

Control Charts Control charts or run charts are used to plot data points
over time and give a picture of the movement of that
data. These charts demonstrate when data is consistent
or when there are high or low outliers in the
occurrences of data.

It focuses on monitoring performance over time by

looking at the variation in data points. And, distinguishes
between common cause and special cause variations.

Histograms Histograms are bar chart pictures of data that shows

patterns that fall within typical process conditions.
Changes in a process should trigger new collection of
data.

A minimum of 50-75 data points should be gathered to

ensure an adequate number of data points have been
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collected. The patterns that are detected demonstrate

an analysis that helps understand variation.

Scatter Diagrams Scatter diagrams are graphs that show the relationship
between variables. Variables often represent possible
causes and effect.

As an example, a scatter diagram might show the

relationship between how satisfied volunteers are that
attend orientation training. The diagram shows the
relationship between volunteer satisfaction scores and
volunteer orientation training.
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Scenario 3
For the required SPI measurement, draw the control chart. Here, the control limits are +/- 20% -
10 minutes. The testing team reports the following defects against each category:
Category

Solution – Scenario 3

Control Chart
140

120 120

100 100

80 80
Axis Title

CL
UCL
60
LCL

40

20

0
1 2 3 4 5 6 7 8 9 10
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Scenario 4
a. For the above table, plot the 80/20 rule chart
b. The Development team recommends corrective actions and raises a change request. CCB
approves it, and the team implements the corrective actions. The testing team does not find any
defect during the control quality process. What is the main output of this process that will
enable them to close the project? Write the flow from control quality to close project processes

Solution – Scenario 4
a. Pareto Chart
Category Defects Cumulative Percentage
Unit testing 42 42 38%
Skill 35 77 69%
Requirements understanding 22 99 89%
Architecting 12 111 100%

Pareto Chart
45 100%
40 90%

35 80%
70%
30
60%
25
50%
20
40%
15
30%
10 20%
5 10%
0 0%
Unit testing Skill Requirements Architecting
understanding

Defects Percentage
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b. Accepted Deliverables

Control Quality No

Sent for Verification Verified

Yes

Verified No
Deliverable

Sent for Validation Validated

Yes

No
Validate Scope

Sent for Acceptance

Accepted

Yes

Accepted
Deliverable

Close Project