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Week 11

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Total Quality Management

1. What is it? 2. A few viewpoints on quality

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Reference Material 1. Quality is Free: The art of making quality certain by Philip B. Crosby, A Mentor Book, 1979, ISBN: 0-451-62585-4

2. Building Quality Software by Robert L. Glass, Prentice-Hall, 1992, ISBN: 0-13-086695-4

3. Software Engineering: A practitioner's approach 4th. edition by Roger S. Pressman, McGraw-Hill, 1992, ISBN: 0-07-05182-4

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4. The Mythical Man-Month: Essays on Software Engineering The Anniversary Edition by Frederick P. Brooks, Jr., Addison-Wesley, 1995 ISBN: 0-201-83595-9

5. Fred or Phil: Who's Right? (Quality goals and Strategies) by Daivd Gelperin, Tutorial, Pacific Northwest Software Quality Conference, Portland, Oregon, Sept. 10, 1989

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6. Programmer Productivity: Myths, Methods, and Murphy's Law. by Lowell Jay Arthur, Wiley-Interscience, 1983, ISBN: 0-471-81493-8

7. Measuring Programmer Productivity and Software Quality by Lowell Jay Arthur, Wiley-Interscience, 1985, ISBN: 0-471-88713-7

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8. Software Perspectives: The System is the Message by Peter Freeman, Addison-Wesley, 1987, ISBN: 0-201-11969-2

9. Software Conflict: Essays on the art and science of software engineering by Robert L. Glass, Yourdon Press, 1991, ISBN: 0-13-826157-1

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What is Total Quality Management? 1. Is it a management philosophy? 2. Is it a set of guiding principles? 3. Is it a system for improvement? 4. Is it all of the above?

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Quality -- A Few Definitions

1. Conformance to requirements -- Crosby

2. Fitness for use -- Japan

3. I know it when I see it -- Guaspari

4. Value to someone -- Weinberg

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Observation on Japan

Business is done by reputation not always by contract. If something goes wrong after release of a product they lose the key currency of business in Japan: credibility and reputation.

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Deming Prize In 1987, NEC's IC Microcomputer Systems Company won the award by reducing their post-shipment defects in embedded and application software from 45 to 0.5 defects per million lines of executable code.

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• Many United States companies report post-shipment rates of 20-40 defects per thousand lines of executable code. • A few are reporting defect rates in the 0.1 to 0.5 defects per thousand lines of code. • IBM has reported none on a shuttle related effort.

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Observation on America • No software quality award was made for the two years, 1990 and 1991, at the Pacific Northwest Software Quality Conference held annually in Portland, Oregon • A comment from one of the attendees at the conference remarked:

"Their objectives are too high, its time to lower the standards so that we can have a winner"

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"Quality has no meaning except as defined by the desires and needs of the customers."

Deming "Quality software management" means both "the management of quality software" and "quality management in the software business."

Gerald Weinberg

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Quality is FreePhilip B. Crosby's views "What costs money are the unqualitythings -- all the actions that involve not doing jobs right the first time."

"Quality is an achievable, measurable, profitable entity that can be installed once you have commitment and understanding and are prepared for hard work."

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"An erroneous assumption is that quality is an intangible and therefore not measurable. In fact, quality is precisely measurable by the oldest and most respected of measurements -- cold hard cash."

Is quality free?

"Well, maybe. However, it takes a lot of time and effort to achieve."

Crosby

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"Quality improvement has no chance unless the individuals are ready to recognize that improvement is necessary."

"It is much less expensive to prevent errors than to rework, scrap, or service them."

"It is always cheaper to do the job right the first time."

Crosby

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"Quality measurement is only effective when it is done in a manner that produces information people can understand and use."

"There is no substitute for the words Zero Defects. They are absolutely clear."

"We must define quality as conformance to requirements if we are to manage it."

Crosby

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"You can't control what you can't measure."

Tom DeMarco

"If you don't know what the defect level is, how do you know when to get mad"

Crosby

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"Quality is the minimization of the total design, development, test, installation, operation, repair, replacement, and discard cost plus consequential damages".

Taguchi

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Wienberg's observations

1. Quality is value to some person(s)

2. More quality for me may mean less quality for you?

3. To get total quality -- we need to sum over all relevant persons.

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Whose opinion on quality counts?

Let us look at a few quality issues and try and observe the political aspects associated with quality.

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Zero defects. Who gets irritated?

1. Users who do not like your bugs.

2. Managers who take the heat for your bugs.

3. Company lawyers who would rather not have to be involved.

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High performance. Who needs it?

1. Users pushing the capacity of their systems.

2. Sales people who have to benchmark their products.

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Low development cost. Who likes it?

1. Customers who want to buy many copies of your product.

2. Managers on a tight budget.

3. Taxpayers -- for all government funded projects.

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Rapid Development. Who desires it?

1. Your waiting customers.

2. Management -- Fast time to market is $'s.

3. Developers -- There is another project waiting.

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User friendliness. Who wants it?

1. People who use it for long periods of time

2. Casual users who can't remember the details

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Reliability. Who need it?

1. Users of life critical systems

2. Your company lawyers

3. You and I

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Conformance to requirements is not enough?

It is possible, well maybe, to build a product to meet all its requirements with zero defects.

However, did we build the right product? Did we have the right requirements?

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Many people would agree that the food they buy from fast food restaurants is usually of good or high quality.

However, few of them would classify fast food restaurants as good or high quality food establishments.

Quality is the ability to consistently make what people need and will value.

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Quality is never an accident. It is always the result of high intention, sincere effort, and skillful execution. It represents the wise choice of many alternatives.

Janet Casey, 1988

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But if you can't say what Quality is, how do you know what it is, or how do you know that it even exists? If no one knows what it is, then for all practical purposes it doesn't exist at all.

Robert M. PirsigZen and the Art of

Motorcycle Maintenance

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Gelperin's questions

1. Are your quality goals documented?

2. Are your quality goals measurable?

3. Are they being measured?

4. Can your quality goals be meet?

5. Are they being met?

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Plan to throw one away

"Where a new system concept or new technology is used, one has to build a system to throw away, for even the best planning is not so omniscient as to get it right the first time."

Fred Brooks -- The Mythical Man-Month

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Zero Defects is a performance standard. It is the standard of the craftsperson regardless of his or her assignment. That means concentrating on preventing defects, rather than just finding and fixing them.

Phil Crosby -- Quality is Free

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Who is right?Phil -- do it once or Fred -- do it twice

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Gelperin's Algorithm

IF (Task is doable) THEN

IF (Your people are qualified and prepared ) THEN

Plan for one --- Phil is right ELSE

Plan for Two --- Fred is rightELSE

Plan for Chaos and Grief --- Murphy is right