Chap 5 - Quality Concept
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Transcript of Chap 5 - Quality Concept
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Objective
To be able to understand the meaning of
quality and the major concepts and
practices of quality.
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Scope
What is Quality
Evolution of Quality
Quality Philosophies and Definitions
Quality Assurance Vs Quality Control
Total Quality Management
Cost of Quality
What does Software Quality Assuranceencompass
Why Quality Assurance
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What is Quality
Traditionally quality has been defined as
conformance to specifications.
Quality is also synonymous with customersatisfaction.
Thus, a good product meets all the stated
and implied needs of the customer.
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Why Quality
With the globalisation of the market andhighly competitive nature of businesses,what distinguishes one supplier from
another is the quality of its products. An effective quality system leads to
increased productivity and reduced costs.
Quality makes essential contributionstoward the financial performance of thecompany.
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Evolution of Quality
Quality by standard
Quality by use
Quality by cost Quality by latent requirement
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Evolution of Quality
Quality by Standard
Quality by Use
Quality by Cost
Quality by Latent Requirement
1950s
1960s
1970s
1980s
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Quality by standard
It evaluates whether a product is up to the
standard as prescribed by the manual or
described by the specifications.
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Quality by use
It evaluates the product by its ability to
satisfy market needs.
The market has the focus.
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Quality by cost
This means high quality at low cost.
Quality was now built into the products
rather than being inspected in. This meantbetter quality at a lower cost.
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Quality by latent requirement
This requires meeting customer needs
before the demand for it comes up in the
market.
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Quality Philosophies and Definitions
W Edward Deming
The consumer is the most important part of
the production line. Quality has meaning only in terms of the customer, his needs,
what he is going to use it for. Quality can be
improved only with a system of
improvement.
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Demings 14 points of Management
Create constancy of purpose toward
improvement of product or service
Adopt the new philosophy
Cease dependence on inspection to achieve
quality
End the practice of awarding business on the
basis of price tag Improve constantly and forever the system of
production and service process
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Demings 14 points of Management
Institute on the job training
Institute leadership
Drive out fear Break down barriers between departments
Eliminate slogans, posters and numerical
goals
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Demings 14 points of Management
Eliminate work standards or quotas
Remove the barriers to pride of
workmanship Institute a programme of education and
self improvement
Action plan to accomplish thetransformation
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Joseph Juran - Fitness for use
He propounded the concept of Quality
Trilogy: Planning, Control andImprovement.
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Philip. C. CrosbyFour Absolutes of Quality.
Definition Definition of quality being
conformance to requirements.
SystemThe system of quality needs to beprevention based.
MeasurementThe cost of quality needs to
be measured in terms of failure.
Performance standard Zero defects:
anything else misses the point.
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Xerox Corporation
Quality means providing our internal and
external customers with innovative
products and services that fully satisfy
their requirements.
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ISO Standards
The totality of features and characteristics
of a product or service that bears on its
ability to meet a stated and implied need.
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Mahatma Gandhis philosophy
A customer is the most important visitor on our
premises.
He is not dependent on us. We are dependent on
him. He is not an interruption on our work. He isthe purpose of it.
He is not an outsider to our business. He is a part
of it. We are not doing a favour by serving him.He is doing a favour by giving us an opportunity
to do so."
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Quality Assurance Vs Quality Control
Quality control is product oriented
whereas quality assurance is process
oriented.
Quality assurance is about the work
process, quality control is about the work
product.
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Quality Control
Quality control consists of activities that verify
whether or not the product meets standards.
It identifies defects with the primary purpose of
correcting defects.
The direct result of these activities is changes to
the process.
The output of quality control activities is oftenthe input to quality assurance activities.
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Quality Assurance
It consists of activities that establishes and
evaluates processes, which produce the products.
It measures the processes to identify weakness in
the process and then correct the weakness tocontinually improve the process.
It evaluates whether or not quality control is
working for the primary purpose of determiningif there is a weakness in the process.
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Total Quality Management
Total Quality Management is the
management approach of an organization,
centred on quality, based on the
participation of all its members and aiming
at long-term success through customer
satisfaction, and benefits to the members of
the organization and to society.
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Total Quality Management
Customer
Focus
Continuous
improvement
Total
Participation
T Q M
activities
Processes
InfrastructureTools and
Techniques
Fig. 1.3 Areas of concepts in TQM philosophy
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Customer Focus
iceberg
what the customer says he wants
what the customerreally wants
Fig. 1.4
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Continuous Improvement
P
Plan
D
C
Check
A
Act
Higher
quality
Do
Fig. 1.5 PDCA Cycle
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Total Participation
Everyone in an organization must be actively
involved in customer satisfaction and continuous
improvement
Teams and team work is a fundamentalcomponent of the way TQM organizes work The
success of a TQM system will depend on the
degree of commitment by the top management
The success of a TQM system will depend on the
degree of commitment by the top management
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Cost of Quality
Cost benefits of detecting errors early than repairing it later in
the lifecycle of a software product.
Detection of errors in the stages-
Requirements
Design / Code
Systems / IntegrationTest
ProductService
Cost of Correction
Fig. 1.6
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Cost of Quality
Total Quality Cost = Cost of Prevention +
Cost of Appraisal + Cost of Failure
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Cost of Quality
appraisal
26%
prevention
7%
internal
failure
30%
external
failure
37%
Fig. 1.7
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What does Software Quality Assurance encompass?
Software quality assurance involves the entire
software development process.
It is a planned and systematic approach to the
evaluation of and adherence to software productstandards, processes and procedures.
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Software Quality Assurance
SQA includes the process of assuring that
standards and processes are established
and are followed throughout the software
life cycle.
SQA monitors to make sure that the
standards and procedures set for all core
and supporting activities of software
development is adhered to.
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Why Quality Assurance?
Benefits to the individual
Benefits to the organization
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Summary
Quality - Conformance to specifications andCustomer satisfaction.
Evolution of Quality Concepts:
Quality by Standard Quality by Use
Quality by Cost
Quality by Latent Requirement
Quality Control consists of activities, whichverifies whether or not the product meetsstandards
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Summary
Quality Assurance consists of activities,
which establishes and evaluates processes,
which produce the products.
Concepts common to TQM practices:
Customer Focus
Continuous Improvement
Total Participation
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Summary
Total Quality Cost = Cost of Prevention +
Cost of Appraisal + Cost of Failure
Software Quality Assurance can be defined
as a planned and systematic approach to
the evaluation of and adherence to
software product standards, processes and
procedures.