improving your quality assurance program - cordell · pdf filequality control is detection ......
TRANSCRIPT
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Improving Improving YourYour
Quality Quality AssuranceAssurance
ProgramProgram
by Cordell Vail, csteQuality Assurance Analyst
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QA vrs QC: seeing the big picture
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QA vrs QC: seeing the bigger pictureQuality Control is DETECTION(Function preformed by test engineers)
• Finding defects before release• What we do to fix the defect
Quality Assurance is PREVENTION(Function directed by management)
• Finding how defect was introduced• Implement prevention processes
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Enterprise Quality Assurance Benefits
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Enterprise Quality Assurance BenefitsAn ounce of prevention is worth a pound of cure!
• Better over all quality coordinationbetween departments
• Fewer Non-Standard releases• Less errors and rework• Increased customer satisfaction• Reduced cycle time • Reduce costs• Better QA coordination with Skyward
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Cost of Quality
How can you measure the true cost of defects?
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Cost of Quality1st cost of quality (QC): find defects early
$1 to fix a defect in design$1,000 to fix it in production
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Finding defects early will reduce errors, lower over all cost and improve customer satisfaction.
We can do that by:• Involving testers in development• Create testing as a part of design• Doing reviews and walkthroughs • Do lessons learned / debriefing• Document so it doesn't happen again
Cost of Quality (cont)
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2nd cost of quality (QA): Time Investment
• Measuring• Root Cause Analysis• Management’s Evaluation and Analysis• Risk Assessment• Process Improvement Work Groups• Debriefing / lessons learned sessions• Documentation• Training
Cost of Quality (cont)
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What are our next steps?
Some Plans Work Better Than Others!
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What are our next steps?
• Non Standard Releases• Systems crashes• Errors in releases• Customer Satisfaction• Standardization of processes• Automation of testing
Define the existing problems!
Some examples to look at might be:
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The 710 cap phenomena -
if a process isnot working,there may be asimple reason!
How do we find the existing problems?
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• Measure performance
• You can’t control what you can’t measure
• The cost of measurement must be matched to the desired benefits
How do we find the existing problems?
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Some processimprovementswork betterthan others! (i.e. fence vrs sign)
How do we improve processes?
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How do we improve processes?
• Baseline performance• Enterprise defect tracking process• Past Issues Knowledge Base• Documentation of processes• Continuous process review• Debriefing / lessons learned sessions• Root Cause Analysis• Customer feed back• Training
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• Create a plan to improve processes • Negotiate change• Implement the plan• Follow up
How do we improve processes? (cont)
Policies, practices and procedures commit the organization to implementing and performing consistently.SEI Compatibility Maturity Model
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What have we done to improve?
Improving is a process in and of itself - over time!
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Just three of many examples:
• Ideal Quality Assurance organization
• AD department QA Council
• Root Cause Analysis
What have we done to improve?
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Ideal Quality Assurance Organization
CEO
QA
TestingOrganization
DevelopmentOrganization
ProjectManagers
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QA analysts are Measurement Analysts
• Get metrics from QC to create reports
• Make recommendations to management based on those reports
• Management makes risk decisions based on those recommendations
Ideal Quality Assurance Organization (cont)
The responsibility to make changes still resides with the department manager.
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Suggested Enterprise QAOrganization
Quality Assurance Council(Dept Mngrs & COO)
Committee of Managers
Staff Work GroupsFrom all departments
Typical QA Council
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QA Council Duties:
• Executive level of management• Develop QA plan (see attached template)• Set goals• Authorize projects• Allocate resources• Approve recommendations• Review Progress• Act on unresolved issues
AD department QA Council (cont)
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Committee Manager Duties
• Middle Management• Set priorities• Manage resources• Administer project plans• Champion for quality• Communicate with Quality Council• Manage work groups
AD department QA Council (cont)
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Work Group Duties:
• Define standards and procedures• Analyze root cause of problems• Propose solutions• Build, review, improve processes• Train other staff• Champion continuous improvement
AD department QA Council (cont)
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Root Cause Analysis
One of the main rolls of QA.
Figuring out what is really causing the situation to occur and remove it so the situation does not occur again
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How can you further improve?
• Analyze the results so far
• Make the AD QA project an enterprise function now
• Create a plan to chart where we go from here
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What are the risks?
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What are the risks?
• When ever there is change there is always risk?
• Fixing one thing sometimes breaks something else.
• EVALUATE THE COST AGAINST THE BENEFIT!
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Dealing with the Environment
Quality Control Perspective:Don’t fix what is not broken.“Good Enough” is good enough.
Quality Assurance Perspective:How can we do better?Keep statistics to calculate costs.Deal with resistance to change.Never settle for just being good enough.
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The QA Plan
A good plan will help in every situation!
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The steps to success:
• Create the Quality Assurance Council
• Empower employees
• Be willing to implement change
• Departments help each other improve
• Continuous Process Improvement
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Mission Statement
FLAWLESS EXECUTION
• Identify
• Evaluate root cause
• Document
• Improve process
• Implement
• Retrain
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&Q A
DISCUSSION