Testing. Quality. Customer

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  • http://www.hss.energy.gov/HealthSafety/WSHA/vpp/presentations/ToErrisHuman-HowtoIdentifyandMitigateErrorsintheWorkplace.pdfhttp://www.users.globalnet.co.uk/~rxv/projmgt/sixsigma.htmhttp://maaw.info/ArticleSummaries/ArtSumGabel91.htm
  • Testing. Quality. Customer

    1. 1. 2
    2. 2. Testing….Quality…Customers! Test Camp, 1st Edition, Iasi, 2013
    3. 3. Agenda   Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing - working together for the customer.  What happens if there is no quality?  Where can I get quality?  What is my part? 4
    4. 4. Do you think 99% “free-of-defects” is sufficient?  500 wrong surgical operations per week  16.000 lost articles of mail every hour  22.000 checks from wrong accounts per hour  50 babies dropped by a doctor each day  2 failed landings everyday at each major airport  No electricity for 2 hours each month 5
    5. 5. Agenda   Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing - working together for the customer.  What happens if there is no quality?  Where can I get quality?  What is my part? 6
    6. 6. What is Quality? Quality is fitness for use … the product/service does what is intended to do. Quality is meeting customer expectations …the customer defines quality. Quality is exceeding customer expectations Quality is the extent to which customers believe the product/service surpasses their needs and expectations. …the customer perceives the quality of a product/service. Quality is delighting the customer ! 7
    7. 7. In other words…quality means: Conformance to:  explicitly stated functional requirements (customer requirements)  performance requirements  explicitly documented development standards  implicit characteristics 8
    8. 8. Movie time  Evolution of Quality. 9
    9. 9. Quality assurance Quality Assurance (1) All the planned and systematic activities implemented within the quality system, and demonstrated as needed, to provide adequate confidence that an entity (project, organization, …) will fulfill requirements for quality. Source: DIN EN ISO 8402 Quality Assurance (2) A set of activities designed to ensure that the development process is adequate and that the system will meet its objectives Source: www.mosaicinc.com 10
    10. 10. In other words…quality assurance means:  Detection and Prevention of defects before delivering to customer, by performing:       Testing Reviews Metrics Root Cause Analysis Lessons Learned Audits 11
    11. 11. Quality Assurance and Testing: working together for the customer. "Testing is a process centered around the goal of finding defects in a system.“ [IEEE 829 Definition]. 12
    12. 12. Quality Assurance and Testing: working together for the customer.  Testing is the main pillar in assuring quality of a product/service. Why? Let’s discuss…. 13
    13. 13. What happens if there is no quality? 90% of customers who are not satisfied by the quality of the product will avoid this product the next time. 14
    14. 14. Agenda   Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing - working together for the customer.  What happens if there is no quality?  Where can I get quality?  What is my part? 15
    15. 15. What happens if there is no quality? 16
    16. 16. What happens if there is no quality? Only 4% of dissatisfied customers complain – the others just leave… 17
    17. 17. What happens if there is no quality?  internal rework     un-planned SW bug fix loops un-planned HW loops (most costly) production rework/scrap add. costs (Business Trips, new tools etc.)  team disappointment  team de-motivation  loss of department prestige inside the Company  loss of company prestige in front of the Client  loss of portfolio share in favor of our competitors  Recalls/callback of products ...this means a lot of € which fly away from our pockets. 18
    18. 18. Movie time  The Cost of Poor Quality_extract 19
    19. 19. Agenda   Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing - working together for the customer.  What happens if there is no quality?  Where can I get quality?  What is my part? 20
    20. 20. WRONG QUESTION !!! 21
    21. 21. Where can I get quality?  Quality has to be built in inside the product during development:  quality has to become an organizational goal:    quality has to be planned (PDCA cycle):   quality policy customer oriented organizations strategies (plans) for quality assurance measures are created: plans for Testing, for Reviews, for Audits etc. “quality has to be caused and not controlled” 22
    22. 22. Where can I get quality?  Quality does not depend on the tool, it depends on you. 23
    23. 23. PDCA 24
    24. 24. PDCA for… kitchen. 25
    25. 25. PDCA for … testing.  define testing strategy (what, when, who, how):  what:     when:    establish what you test against module/integration/validation testing define coverage targets, other targets (budget, timing) correlate the need with the release content, start early enough who: nominate which person tests what how: choose the correct testing methods to derive the tests, implement traceability towards requirements create planning (tasks, deadlines, responsibles, agree planning with other stakeholders)   26
    26. 26. PDCA for … testing.  set-up test environment as required  develop testcases according to defined strategy  run testcases by taking into consideration:   defined targets test environment 27
    27. 27. PDCA for … testing.  check if targets were achieved:   coverage targets (e.g. requirements coverage, automation degree etc.) timing, budget deviations 28
    28. 28. PDCA for … testing.  if targets are not achieved, react:    more man power additional equipments escalate to next level of management 29
    29. 29. Agenda   Do you think 99% “free-of-defects” is sufficient? What is Quality? Quality Assurance and Testing - working together for the customer.  What happens if there is no quality?  Where can I get quality?  What is my part? 30
    30. 30. What is my part?  Involve yourself (be a role model).  Improve your products/services continually (lessons learned).  Satisfy your internal and external customers.  Remember: Plan, Do, Check, Act. 31
    31. 31. Thank you !

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