Quality Assurance in ITKai Atkins,Quality Assurance Advisor – Web Essentials
Quality Assurance in InformationTechnology             Crucial to prosperity
Quality Assurance in InformationTechnology             IT industry analysis
Quality Assurance in InformationTechnology             IT industry improvements
Quality Assurance in InformationTechnology             No Silver Bullet
Quality Assurance in InformationTechnology             Past experience & TQM
Quality Assurance in InformationTechnologyTotal Quality Management Concepts• Set quailty measures and standards on custome...
Quality Assurance in InformationTechnologyTotal Quality Management Concepts• Make use of existing process measures and che...
Quality Assurance in InformationTechnology           Define an IT quality function
Quality Assurance in InformationTechnology           After-the-fact quality
Quality Assurance in InformationTechnologyMission of the quality function must:• Provide discipline and rigor to address q...
Quality Assurance in InformationTechnologyMission of the quality function must:• Serve as a focal point for an extended IT...
Quality Assurance in InformationTechnology            Quality Objectives
Quality Assurance in InformationTechnology   “What does the quality function want to               accomplish?”
Quality Assurance in InformationTechnologySample quality objectives:• Improve user satisfaction• Control cost• Reduce defe...
Quality Assurance in InformationTechnology            Quality Strategies
Quality Assurance in InformationTechnology    “How will we achieve our objectives?”
Quality Assurance in InformationTechnology             Another Strategy
Quality Assurance in InformationTechnology               Be effective!
Quality Assurance in InformationTechnology   Design a small, focused quality function
Quality Assurance in InformationTechnologyQuality Function:• Size: How large should the quality function be?• Structure: H...
Quality Assurance in InformationTechnology              Quality Leader
Quality Assurance in InformationTechnologyQuality leader responsibilities:• Provide overall leadership in achieving qualit...
Quality Assurance in InformationTechnology            Quality Advocates
Quality Assurance in InformationTechnologyQuality advocates responsibilities:• Identify and prioritize quality issues.• Dr...
Quality Assurance in InformationTechnology           Taking the next steps
Quality Assurance in InformationTechnology• Find and designate a quality leader• Enlist quality advocates
Quality Assurance in InformationTechnology    What are the benefits of Quality in IT?
Quality Assurance in InformationTechnologyBenefits of Quality in IT:• Increased Efficiency• Increased Revenue• Employee Mo...
Quality Assurance in InformationTechnologyBenefits of Quality in IT:• Documentation• Consistency• Customer Satisfaction• I...
Quality Assurance in InformationTechnology                  Q&A
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Quality assurance

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  • Hello, My name is Kai Atkins I am from Phnom Penh, Cambodia (Srok Khmer ) Kampuchea Originally from California, USA I am the Quality Assurance Advisor for Web Essentials and I will be going over managing quality assurance to the benefits of quality assurance in IT which I will just state as “Quality Assurance in IT” Lets start on the road of quality...
  • Integration of quality assurance and IT into an organization's business process is crucial to survival. IT includes such items as the systems software, application software, computer hardware, networks and databases associated with managing organizations information.
  • The IT industry as a whole has fallen short of delivering technology that people understand and can use. Many problems occur because of complex technology and the rapid pace of change. Neither of these conditions are likely to change; in fact they're accelerating at an alarming rate.
  • Changes can be made if processes are followed and support IT that emphasize quality. Experience tells us that quality improvements in IT delivery and service support can be achieved by introducing such considerations as user satisfaction, integration and flexibility early on in the decision process and reinforcing them throughout the review process.
  • Although there are no silver bullet, there are standards in areas which an application and its support cannot be allowed to fail. Quality Management means ensuring that these standards are enforced and embedded into the thinking of the organization.
  • Even though total quality management has been eclipsed by other quality processes, my previous organizations that embraced the concept did benefit from it. TQM basic concepts, result in greater customer satisfaction and improved product quality. The challenge for IT is to assess from total quality management and experiences.
  • Let's take these concepts and try to incorporate them into the critical components of quality.
  • Create a clear mission... Ultimate mission of the IT quality function must be to add value to the organization as a whole and particular, to improve IT quality in every aspect, including applications and the infrastructure. IT quality function canNOT serve as the sole owner of quality; it must not try to resolve all quality issues alone.
  • It shouldn't operate in an after-the-fact quality assurance mode. Instead it should identify issues that impede quality and facilitate their rapid resolution.
  • .
  • .
  • Quality objectives need to focus, ULTIMATELY, on user satisfaction and key areas. They should answer
  • .
  • Quality strategies should answer the question,
  • The simplest strategy would be to address only board, high-priority quality issues that affect the objectives. Or, the quality function could focus on customer issues rather than internal issues.
  • Another strategy would be to use a small quality team and an extended quality community rather than build a large quality department.
  • To be effective, the quality function must avoid the tendency to grow a new statehood. It must be committed to “staying the course” in creating a quality culture.
  • The quality function must be created with certain design points, which need to include key aspects, such as:
  • . The quality function should be compromised of a small focused team. The quality function leader should be someone that has executive reporting. This will ensure the quality function will have the required influence and can manage across the organization effectively.
  • The quality leader will work with business executives, while the quality advocates will work with the extended quality community.
  • . The quality function should be compromised of a small focused team. The quality function leader should be someone that has executive reporting. This will ensure the quality function will have the required influence and can manage across the organization effectively. Now to talk about the quality advocate responsibilities..
  • .
  • To jump-start a quality effort,
  • . Once the team is in place, members can begin to establish connections into the extended quality community to build its quality network. As the team and quality network becomes established, they can further solidify the components of the quality mission ( mission, objectives, measures,etc.) Improvements in quality will increase over time as the function and extended quality network evolve, relationships mature and quality issues are resolved.
  • Now it is time to see if you were paying attention and thinking of ways after managing quality how IT will benefit from quality. What are the benefits of quality in IT? 1. Increased Efficiency 2. Increased Revenue 3. Employee Morale 4. International Recognition 5. Factual Approach to Decision Making 6. Supplier Relationships 7. Documentation 8. Consistency 9. Customer Satisfaction 10.Improvement Processes
  • . Who knows what Factual Approach to Decision Making is? Your bonus is 1:1 time with me 6. Supplier Relationships 7. Documentation 8. Consistency 9. Customer Satisfaction 10.Improvement Processes
  • . Who knows what Customer Satisfaction? Your bonus is 1:1 time with me
  • Now it is time to see if you were paying attention and thinking of ways after managing quality how IT will benefit from quality. What are the benefits of quality in IT? 1. Increased Efficiency 2. Increased Revenue 3. Employee Morale 4. International Recognition 5. Factual Approach to Decision Making 6. Supplier Relationships 7. Documentation 8. Consistency 9. Customer Satisfaction 10.Improvement Processes
  • Quality assurance

    1. 1. Quality Assurance in ITKai Atkins,Quality Assurance Advisor – Web Essentials
    2. 2. Quality Assurance in InformationTechnology Crucial to prosperity
    3. 3. Quality Assurance in InformationTechnology IT industry analysis
    4. 4. Quality Assurance in InformationTechnology IT industry improvements
    5. 5. Quality Assurance in InformationTechnology No Silver Bullet
    6. 6. Quality Assurance in InformationTechnology Past experience & TQM
    7. 7. Quality Assurance in InformationTechnologyTotal Quality Management Concepts• Set quailty measures and standards on customer or user wants and needs.• Place ultimate responsibility for quality not only within but throughout the organization.• Make quality a shared responsibility.• Create CLEAR standards and measurements
    8. 8. Quality Assurance in InformationTechnologyTotal Quality Management Concepts• Make use of existing process measures and checkpoints whereever possible rather than introduce new measures.• Incorporate and align quality measures and business objectives.• Do not limit interventions to indentify failures to meet standards; require corrective action plans based on root cause analysis.• Focus on correcting the process than short -term fixes.
    9. 9. Quality Assurance in InformationTechnology Define an IT quality function
    10. 10. Quality Assurance in InformationTechnology After-the-fact quality
    11. 11. Quality Assurance in InformationTechnologyMission of the quality function must:• Provide discipline and rigor to address quality improvements.• Define top quality goals and measures.• Drive consistent, agreed-to quality measures and corresponding management systems.• Identify and prioritize IT quality issues from an end-to-end perspective.
    12. 12. Quality Assurance in InformationTechnologyMission of the quality function must:• Serve as a focal point for an extended IT quality network comprised of end users and providers.• Assign issues to owners for resolution, root cause analysis, and track results.• Promote knowledge sharing of best practices relative to QM.• Drive preventive defect activities so that quality does NOT become and afterthought.
    13. 13. Quality Assurance in InformationTechnology Quality Objectives
    14. 14. Quality Assurance in InformationTechnology “What does the quality function want to accomplish?”
    15. 15. Quality Assurance in InformationTechnologySample quality objectives:• Improve user satisfaction• Control cost• Reduce defects• Improve infrastructure and stability• Improve user perception of quality
    16. 16. Quality Assurance in InformationTechnology Quality Strategies
    17. 17. Quality Assurance in InformationTechnology “How will we achieve our objectives?”
    18. 18. Quality Assurance in InformationTechnology Another Strategy
    19. 19. Quality Assurance in InformationTechnology Be effective!
    20. 20. Quality Assurance in InformationTechnology Design a small, focused quality function
    21. 21. Quality Assurance in InformationTechnologyQuality Function:• Size: How large should the quality function be?• Structure: How should the function be organized?• Scope: What should be the focus?• Roles and responsibilites: Who should do what?• Skills: What kind of talent an capabilities are needed?• Measures: How should performance be tracked?
    22. 22. Quality Assurance in InformationTechnology Quality Leader
    23. 23. Quality Assurance in InformationTechnologyQuality leader responsibilities:• Provide overall leadership in achieving quality objectives.• Represent and end-to-end perspective of quality issues.• Ensure quality and process improvement activities across the organization.• Communicate clearly the functions mission, objectives, issues, measures, etc.• Include quality objectives and initiatives in the strategy.
    24. 24. Quality Assurance in InformationTechnology Quality Advocates
    25. 25. Quality Assurance in InformationTechnologyQuality advocates responsibilities:• Identify and prioritize quality issues.• Drive root cause analysis of quality issues.• Assist in creating action plan pursuant to root cause analysis.• Drive preventive actions to eliminate defect replication.• Anticipate and address quality issues in their specific areas.• Serve as focal points for the extended quality network.
    26. 26. Quality Assurance in InformationTechnology Taking the next steps
    27. 27. Quality Assurance in InformationTechnology• Find and designate a quality leader• Enlist quality advocates
    28. 28. Quality Assurance in InformationTechnology What are the benefits of Quality in IT?
    29. 29. Quality Assurance in InformationTechnologyBenefits of Quality in IT:• Increased Efficiency• Increased Revenue• Employee Morale• International Recognition• Factual Approach to Decision Making• Supplier Relationships
    30. 30. Quality Assurance in InformationTechnologyBenefits of Quality in IT:• Documentation• Consistency• Customer Satisfaction• Improvement Processes• Kai is happy ^_^
    31. 31. Quality Assurance in InformationTechnology Q&A
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