This document discusses quality in the software industry. It defines software quality and discusses its importance. It covers various types of metrics that can be used to measure quality, including metrics related to products, processes, projects, resources, and defects. It also provides examples of metrics for effort, schedule, size, productivity, quality, and cost. Case studies are presented on development and testing projects as well as support groups. Software quality assurance is defined as monitoring and improving the software development process by ensuring standards and procedures are followed.

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Quality in Software Industry
Richa Goel

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Contents
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Quality : Meaning
Quality in Software Industry
Implementation of Quality
Measuring Quality
Various Types of Metrics
Case Studies
Software Quality Assurance

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What is quality?
• A product should meet its specification.
• This is problematical for software systems
▫ Some quality requirements are difficult to specify in an
unambiguous way;
▫ Software specifications are usually incomplete and
often inconsistent.

4. Quality is…..
Invisible when GOOD
Impossible to ignore when BAD
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5. 5
Total Quality Is…
• Meeting Our Customer’s Requirements
• Doing Things Right the First Time;
Freedom from Failure (Defects)
• Consistency (Reduction in Variation)
• Continuous Improvement
• Quality in Everything We Do

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Quality of a product is satisfied
customer

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Software Quality ???
• Software Quality refers to any measurable
characteristics such as correctness,
maintainability, portability, testability, usability,
reliability, efficiency, integrity, reusability and
interoperability.
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8. 8
Software quality management
• Concerned with ensuring that the required level
of quality is achieved in a software product.
• Involves defining appropriate quality standards
and procedures and ensuring that these are
followed.
• Should aim to develop a ‘quality culture’ where
quality is seen as everyone’s responsibility.

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Absence of Quality…

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Definition: Software Quality
• What is software quality?
• What are the attributes of quality for software?
This is high quality software because...
?

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Software Quality Attributes
Portability
Efficiency
Reliability
Usability
Testability
Understandability
Modifiability

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Common problems in software
processes
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Cost overruns
Schedule delays
Low productivity rate
Poor quality - in software, maintenance or fixes

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Quality Concepts
 Quality of Design refers to the characteristics
that designer’s specify for an item.


Quality of Conformance is the degree to which the
design specifications are followed during
manufacturing.
Quality Control is the series of inspections,
reviews and tests used throughout the
development cycle to ensure that each work
product meets the requirements placed upon it.
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Quality Concepts
• Quality of
Design
Design
Development
• Quality of
Conformance
• Quality
Control
Testing

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Software Quality Measurements
We best manage what we can
measure.

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Quality Measurement
• Measurement enables the Organization to improve
the software process; assist in planning, tracking
and controlling the software project and assess the
quality of the software thus produced.
• Metrics are analyzed and they provide a dashboard
to the management on the overall health of the
process, project and product.
• The validation of the metrics is a continuous
process spanning multiple projects.

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What to
measure?
Why to
measure?
How to
measure?

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What to check?
Should we track:
• Number of tests?
• Pass rate?
• Plan versus actual?
• Number of defects?
• Code coverage?
• Functional coverage?
• Performance figures?

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What to measure?
Resource
Defects
Process
Code
Product/
Project

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Metric Classification
• Products
▫ Explicit results of software development activities
▫ Deliverables, documentation, by products
• Processes
▫ Activities related to production of software
• Resources
▫ Inputs into the software development activities
▫ hardware, knowledge, people

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Types of Software Metrics
• Product metrics – e.g., size, complexity, design
features, performance, quality level
• Process metrics – e.g., effectiveness of defect
removal, response time of the fix process
• Project metrics – e.g., number of software
developers, cost, schedule, productivity

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Why measure?
 Are we meeting our business objectives?
 Are our customers satisfied with our products and
services?
 Are we earning a fair return on our investments?
 Can we reduce the cost of producing the product or
service?
 How can we improve the response to our customers’
needs or increase the functionality of our products?
 How can we improve our competitive position?
 Are we achieving the growth required for survival?
Without the right information, you are just
another person with an opinion

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Why Measure Software?
• Determine the quality of the current product or
process
• Predict qualities of a product/process
• Improve quality of a product/process

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Why measure?
• By analyzing the metrics the organization can
take corrective action to fix those areas in the
process, project or product which are the cause
of the software defects.

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How to measure?

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Purpose of Measuring
 Cost saving
 Employee satisfaction
 Customer satisfaction
 Quality

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Purpose of Measuring
• Cost saving
▫ Quality of Product: Defects per KLOC or FP
▫ Project Status: Tracking against estimated schedule,
budget, size
• Employee satisfaction
▫ Work Effort: Each team member utilized
• Customer satisfaction
▫ Satisfaction: Survey (Six Months)
• Quality
▫ Quality of Process: COQ, ROI on QA, amount of
rework, quality of team time and teamwork

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Goal of metrics
• to improve product quality and developmentteam productivity
• concerned with productivity and quality
measures
measures of SW development output as function
of effort and time
measures of usability

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Help in…
• Allows manager to
(1) assess status of ongoing project
(2) track project risks
(3) uncover problem areas
(4) adjust tasks or workflow
(5) evaluate team’s ability to control quality

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Define Metrics to
Be collected –
Project & Support
Group Metrics
Establish Data
Collection Mechanism
And send the
metrics data to QA Group
Analyze Metrics
Arrive at Organizational Process
Capability Baseline
Store data for
Future use
In Metrics
Database

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Metrics Data Capture – Frequency &
Sources

What should be the frequency of collecting the data?

Sources for the data capture of the Metrics
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Timesheets
Project plan, Schedule (MPP, XLS)
Defect tracking system
Ticket tracking sheet

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Goal 1: Improve software
project planning
 How good is the software
effort planning?
 How good is the software
scheduling?

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Effort Variance Metric
Effort Variance (in %)=[Actual Effort – Planned(Estimated) Effort]*100
[Planned ( Estimated ) Effort ]
Actual Effort (in hrs) = Planning, Tracking, Configuration, Defect Prevention,
Requirements, Design, Coding, Review, Rework & Testing
Planned Effort (in hrs) = Planning, Tracking, Configuration, Defect Prevention,
Requirements, Design, Coding, Review, Rework & Testing
This is to measure the variance of effort compared with the estimated effort in
terms of man days spend with respect to daily hrs

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Schedule Variance Metric
Schedule Variance =[Actual Duration - Planned Duration] * 100
(in %)
[ Planned Duration ]
 Actual Duration (in Days) : Actual end date - Planned start date
 Planned Duration (in Days) : Planned end date - Planned start date
This is to measure the variance of schedule compared with the estimated
schedule in terms of duration in calendar days

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Schedule Metrics - Sample
Project Code and Name:
Phase
Requirement
Actual
Schedule
Planned
Schedule
Design
Actual
Schedule
Requirement
Design
Coding
Testing
Delivery /
Release
Prepared By
:
Reviewed By (MR) :
Data Given by
:
Sign Date :
Sign/Date :
Planned
Schedule
Code/Unit Test
Actual
Schedule
Planned
Schedule

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Goal 2 : Improve Productivity
What is the productivity in
different types of projects?

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Productivity Metrics
Development =
Testing =
____Total project effort ____
Project size in LOC or FP
Total effort spent in execution of test cases
Total number of test cases executed
Maintenance =
Cumulative Actual Effort for a category of CRs completed
Number of CRs completed in the category

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Goal 3 : Reduce number of
defects
 How many defects are we getting
with respect to the effort spent?
 How efficient and Effective are
our reviews?

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Defect Density Metric
A "Defect" is a:
 Deviation from a standard
 Deviation from requirement
 Anything that causes customer dissatisfaction
Defect Density (DD)
=
Total no. of defects
Total effort (In hrs)
 Total no. of defects = Pre Delivery Defects ( reviews & testing ) + Post Delivery
Defects ( reported after delivery to customer )
 Total Effort ( in hrs ) = Planning, Tracking, Configuration Management, Defect
Prevention, Requirements, Design, Coding, Review, Rework & Testing

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Review Efficiency Metric
Review efficiency = Review defects (including unit testing defects)*100
Review effort ( including unit testing effort )
 Review Defects = No. of defects in ( Requirements, Design, CUT )
 Review Effort (in hrs) = ( Requirements, Design, CUT ) Review Efforts
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SRS review defects = 1
Design Review defects = 1
Code review defects = 1
Unit Testing defects = 0
 Review Effort = 15
Review Efficiency will be
0.2

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Review Effectiveness Metric
Review effectiveness =
Total no. of Review defects
* 100
Total no. of defects ( Review + Testing )
DEFECT DATA
 SRS review defects =
2
 Design Review defects =
 Code review defects =
 Testing defects =
2
4
2
Review effectiveness will be
80%

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Goal 4 : Reduce Cost of Quality
 What is the cost of detection
(Appraisal Costs)?
What is the cost of Correction
(Failure Costs)?
 What is the cost of Prevention
(Prevention Costs)?

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Cost Of Quality (COQ) Metric
COQ ( in % ) =
( AC +PRC +FC ) * 100
( AC +PRC +FC + PDC )

Appraisal Cost ( AC )
= Review + Audit + Testing

Prevention Cost ( PRC )
= Project Management + Training + CM +
Defect Prevention + RFC / change request

Failure Cost ( FC )
= Rework + Idle Time + Complaints + post sales
defects

Production Cost ( PDC )
= Requirements, Design and Coding +
Tools/Scripts Development + manuals

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Goal 5 : Improve customer
satisfaction
 Are we meeting our commitments to
the customer?
 How satisfied are customers with
our services and products?

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Customer Satisfaction Metrics
 Customer Satisfaction Index / Rating
 Rating on a scale of 1 – 5 through Customer Satisfaction Surveys
 SLA Compliance
 [ ( Actual Incidents where SLA was met ) * 100 ] / [ Total No. of incidents ]
resolved
 SLA Variance
 [ ( Actual Resolution Time – SLA ) * 100 ] / [ SLA ]

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Tell me now…
 Find Cost Of Quality (COQ) ?
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Appraisal Cost = 3 %
Prevention Cost = 7 %
Production Cost = 78 %
Failure Cost = 12 %
COQ = 22 %
 Review efficiency in a project is 0.1, what does it mean?
One Review defect has been detected after spending 10 hours of review efforts

Defect Density helps in……
Reducing rework and controlling effort variance and schedule variance

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Case Studies

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Management review report
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Progress reports
Periodic performance reports
Customer satisfaction feedback
Follow up reports
Review of significant findings

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Software Development Projects

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Development metrics
• In software development projects, we capture
the efficiency of correctness and robustness of
the code.
• We track them via:
▫ LOC (Line of Code)
▫ Function Points
▫ Cyclomatic Complexity

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Line of Code analysis
• Derived by normalizing (dividing) any direct
measure (e.g. defects or human effort)
associated with the product or project by LOC.
• Size oriented metrics are widely used but their
validity and applicability is widely debated.

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Function oriented Metrics
• Function points are computed from direct measures
of the information domain of a business software
application and assessment of its complexity.
• Once computed function points are used like LOC to
normalize measures for software productivity,
quality, and other attributes.
• The relationship of LOC and function points
depends on the language used to implement the
software.

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Software Testing Projects

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Check Points
• Main objectives of a project: High Quality & High Productivity
(Q&P)
• Quality has many dimensions
▫ reliability, maintainability, interoperability etc.
• More defects => more chances of failure => lesser reliability
• Hence quality goal: Have as few defects as possible in
the delivered software!

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Metrics for Software Testing
• Defect Removal Effectiveness
DRE= Defects removed during development phase x100%
Defects latent in the product
Defects latent in the product = Defects removed during development
phase+ defects found later by user
• Efficiency of Testing Process (define size in KLoC or FP, Req.)
Testing Efficiency= Size of Software Tested
Resources used

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Support Groups Metrics

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SEPG & SQA Metrics
 Person / Process Trainings
 PI Index - Process Improvement suggestions per quarter
 SEPG Efforts
 Total effort spent in SEPG Activities
 Total effort spent in SQA Activities
 No. of NCs per project

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ISS Metrics
 % Calls resolved same day =
Number of calls ( 24hrs category ) resolved within one day
Number of user calls ( 24 Hrs category )
 % Calls resolved in two days =
Number of calls ( 48hrs category ) resolved within two days
Number of user calls ( 48 Hrs category )
 % Network up time =
Network up time ( for the month )
Total Available time

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RMG Metrics
 Average hiring cost per hire =
 Selection ratio
=
Total hiring cost for the month
Total no. of joinees
Total No. of offers
Total no. of candidates interviewed
 Offer to joinee ratio =
Total no. of joinees
Total no. of Offers
 Offer to Decline ratio =
Total no. of Declines
Total no. of Offers

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Some important metrics
Indicator
Metric (Unit
/ s)
Effort
Effort Variance
(%)
Schedule
Schedule
Variance
(%)
Size
Size Variance
(%)
Formula
Base Measure
Source / s
/s
(Actual Effort –
Actual Effort
Planned Effort) *
Planned Effort
100 / (Planned
Effort)
(Actual End Date
Planned project
– Planned End
duration
Date) * 100 /
Planned End Date
(Planned Project
Actual End Date
Duration)
(Actual Software
Size – Estimated
Actual size
Software Size) *
Estimated size
100 / (Estimated
Software Size
Productivity
Productivity (KLOC / manday (Size) / (Effort)
Or
FP / manday)
Effort
Size
Timesheet
Project
schedule
Project
schedule
Estimation
sheet
Estimation
Sheet

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Some important metrics
Indicat Metric (Unit
or
/ s)
Defect Density
Quality
Quality
Quality
Formula
Base
Measure / s
Source / s
No. of total
Defects (Pre Review & testing
(Defects / KLOC
(Total No. of
Defect log
delivery +
Defects) / (Size)
Post delivery)
Or
Estimation Sheet
Size
Defects / FP)
Review
Total no. of
(Total no. of review review defects
Efficiency
Review & testing
defects) / (review
Defect log
(Defects /
Review effort
hours)
Manhour)
in hours
(Appraisal efforts +
Failure efforts +
Cost of Quality
Review efforts
Timesheet
Prevention efforts) *
(%)
100 / (Total Project Testing efforts Project schedule
Effort)
Rework efforts

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Sample Tracking Sheet

63. 63
Software Quality Assurance

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What is Software Quality Assurance?
• Used to Monitor and Improve the Software
Development Process
• Making Sure That Standards and Procedures are
Followed
• Ensures that Problems are Found and Dealt with
• Orientated to ‘Prevention’

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Standards and Procedures
• Framework for which Software Evolves
• Standards
▫ Established Criteria to which Software Products are
Compared
• Procedures
▫ Established Criteria to which Development and
Control Procedures are Followed
• SQA is based on the Following of Standards and
Procedures

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Techniques
• Audit
▫ The Major Technique used in SQA
▫ Perform Product Evaluation and Process Monitoring
▫ Performed Routinely throughout the Software
Development Process
▫ Look at a Process and/or Product in depth and
compare to Established Standards and Procedures
▫ Provide an indication of the Quality and Status of the
Software Product

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Benefit of Software Quality Assurance
in Projects
• Without SQA, many Software Groups would not reach
their release goals/deadlines on time
• Lowers time spent on mundane areas and lets more time
be focused on important areas
• Decreases the time from Development to Deployment
• Can help catch errors before they are too costly to fix

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SQA Activities
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•
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Document Auditing
Document Reviews
Metrics Calculation and Analysis
Meetings and Discussions
▫ Final Reports Submission

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Reviews

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Types of Review
• Formal Review
• Informal Review

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Types of Review
Formal Review
• Planning
• Documented
• Thorough
• Focused on a certain purpose

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Types of Review
Informal Review
• Undocumented
• Fast
• Few defined procedures
• Useful to check that the author is on track

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Why do peer reviews?
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To improve quality.
Catches 80% of all errors if done properly.
Catches both coding errors and design errors.
Training and insurance.

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Thank You!!