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Service Delivery & Support

Deploy CMMI & Improve Service
         Excellence

     Anand Subramaniam
“The ultimate measure of a man is not
where he stands in moments of comfort
and convenience but where he stands at
  times of challenge and controversy.”

                          - Martin Luther King


                                             2
Highlights
 Requirements Management
 Project – Integration, Planning & Tracking
 Managing Subcontractors / Inter-group
 Quality Assurance
 Configuration Management / Software
  Engineering
 Process Definition & Improvement
 Training & Peer Reviews
                                               3
Requirements Management
 Are requirements agreed upon by the customer, project
  management and project team members?

 Are requirements documented & available to the project team?

 Are changes to requirements reflected in the project’s effort and
  cost estimates, and size of product estimates?

 Are changes to requirements negotiated and agreed upon by the
  customer, project management and project team members?

 Are requirements traced to design components, code components
  and test plans or procedures?

 Are requirements analysed for completeness, understandability,
  feasibility and consistency?
                                                                      4
Integrated Project Management
   Does the project have defined processes that have been developed from
    the organisation’s standard processes?

   Do the activities described in the Project Plan follow the project’s defined
    processes?

   Are historical data from past projects (as contained in the organisation’s
    project process database) used for project planning and estimating? (These
    historical data include software size, effort, cost, schedule, productivity and
    activity data.)

   Are the project’s effort, costs and schedule managed according to a
    procedure?

   Is the size of the work products managed according to a procedure?

   Are the project’s risks identified, assessed, documented and managed
    according to a procedure?

                                                                                   5
Project Planning
   Are the project activities defined and documented?

   Do procedures or guidelines exist for estimating project effort and cost, and size
    of work products?

   Are the commitments of external groups documented and agreed upon by the
    affected groups (i.e. configuration management, QA, customer and
    sub‑contractors)?

   Is the project plan reviewed by the project manager, managers of other affected
    groups, and project team members?

   Are project risks (cost, resource, schedule, or technical) identified, assessed and
    documented?

   Are the planned activities of the project based upon a defined life cycle?

   Have facilities (i.e. office space, computer equipment) and support tools been
    identified and procured or developed?

                                                                                      6
Project Tracking
   Are the project effort, cost, and schedule tracked on a frequent basis?

   Are sizes of work products tracked and the sizing estimates updated
    accordingly?

   Are the project activities adjusted and re‑planned when the project actuals are
    found to deviate significantly from the original project plan?

   Are internal project reviews conducted periodically with affected groups to track
    progress and issues?

   Are reviews conducted at significant milestones with the customer to review
    results, plans and status?

   Are estimated and actual data for project effort, cost, and work product sizes
    recorded for use in this project and future projects?

   Are technical issues or problems identified, documented, and tracked to closure
    (i.e. problem reports, issues database)?

                                                                                        7
Managing Subcontractors
   Are subcontractors selected based upon an evaluation of their capabilities?

   Do documented guidelines or procedures exist for the evaluation of subcontractors?

   Is there a contractual agreement between the prime & secondary subcontractor?

   Does the prime contractor conduct periodic technical reviews with the secondary
    subcontractor to review technical material and status?

   Does the prime contractor conduct periodic management reviews with the secondary
    subcontractor to review progress and status?

   Does the prime contractor conduct an acceptance test as part of the criteria for
    accepting the secondary subcontractor’s product?

   Is the subcontractor’s performance evaluated periodically and reviewed?

   Are the product acceptance criteria documented in an Acceptance Test Plan, which
    has been agreed upon by the prime contractor and the secondary subcontractor?


                                                                                         8
Inter-group Co-ordination
   Are commitments between project groups agreed to by the affected groups
    and documented? (Commitments could be documented in the Project Plan.)

   Are representatives from affected project groups involved in establishing the
    project requirements and in negotiating with the customer?

   Does an established procedure exist for identifying, recording, tracking and
    closing inter‑group issues?

   Do the project groups work together on a regular basis to monitor and
    co‑ordinate technical activities and to resolve technical issues?

   Is the Project Plan used to co‑ordinate and track the activities of the various
    groups?

   Are work products delivered to other project groups reviewed to ensure they
    meet the group’s needs?


                                                                                   9
Quality Assurance (QA)
   Does a QA Plan, containing QA activities, responsibilities, and schedule, exist
    for the project?

   Are QA activities conducted in accordance with the QA Plan?

   Does QA report directly to the organisation’s senior management?

   Are QA activities and their findings reported to the project periodically?

   Are QA individuals trained in quality assurance?

   Are project issues of non‑compliance that cannot be resolved, escalated?

   Does QA verify that the activities of the project comply with the Project Plan and
    the designated standards and procedures identified in the Project Plan?

   Does QA verify that work products comply with the standards, procedures, and
    contractual requirements, as stipulated or referenced by the Project Plan /SOW?

                                                                                      10
Configuration Management (CM)
   Does a CM Plan, outlining CM activities, responsibilities, and schedule, exist for the
    project?

   Are CM activities conducted in accordance with the CM Plan?

   Are project work products, supporting tools, and any software or procedures required
    to regenerate the work products identified and controlled?

   Does CM library system serve as a repository for the controlled items?

   Is there an established procedure for checking items in and out of the CM library?

   Is there an established procedure for generating baselines from the CM library
    system?

   Is information on the contents of the baselines and the status of the CM library
    available to the project?

   Is there an established procedure and mechanism for controlling changes to the
    controlled items (i.e. Change Request Procedure)?

                                                                                             11
Software Product Engineering
   Is the project’s defined software process supported by effective process and
    tools?

   Are procedures for using the defined software process documented and
    adhered to?

   Are requirements analysis and verification conducted in accordance with the
    project’s defined process?

   Is the product designed in accordance with the project’s defined process?

   Is the product implemented according to the project’s defined process?

   Is the testing conducted according to the project’s defined process?

   Are the work products (i.e. outputs) of the requirements analysis, design,
    implementation, and test activities consistent and as per client requirements?

   Are the necessary resources (i.e. IT, skills, equipment) available to the project?
                                                                                     12
Process Improvement
   Do activities to develop standardised processes and to improve them exist
    within the organisation?

   Does responsibility for defining process development and improvement exist at
    an organisational level, and not a project level?

   Are the project’s or organisation’s processes assessed periodically to determine
    process strengths and weaknesses?

   Are action plans based upon the process assessment, are they implemented?

   Does the organisation have a company‑wide plan for process development and
    improvement activities?

   Is there an Organisational Training Plan for conducting process training across
    the organisation?

   Does senior management provide the support, resources, and funding to enable
    the process improvement activities to be effective?

                                                                                  13
Process Definition
   Does the organisation have developed and documented standardised
    processes (i.e. description of project life cycle)?

   Does the organisation encourage and promote the use of standardised
    processes?

   Is there a collection of process assets (e.g. process descriptions, tailoring
    guidelines, coding standards, development procedures) that can be easily
    tailored and used by the projects?

   Are the standard processes continually assessed and improved?

   Are new technology, tools, and methodologies related to process being
    assessed and evaluated?

   Are estimated and measured process data retained in a database for use in
    process improvement and in planning future projects (e.g. size estimates,
    effort data, productivity data, defect data)?

                                                                                    14
Training
   Does each project specify its technical and managerial training needs (e.g.
    type of training required, by whom, and when)?

   Do the individuals on a project receive the necessary training as identified?

   Does a training plan for the organisation exist, specifying training needs,
    type of training available, funding, resources, schedules, and standards for
    course development?

   Are training courses produced in‑house, developed and maintained
    according to the organisation’s training plan?

   Does the organisation’s training program receive the necessary support,
    resources, and funding from senior management to make the program
    effective?

   Are measurements used to determine the quality of the training program?


                                                                                15
Peer Reviews
   Is peer review of work products conducted on the project? Examples of
    work products suitable for review are requirement specifications,
    architecture, design descriptions and test plans.

   Is the review material distributed to the reviewers prior to the meeting and
    with sufficient time allocated for the material to be reviewed?

   Are defects identified during the review meeting recorded and tracked to
    closure?

   Does the Project Plan or a Peer Review Plan identify the work products to
    undergo peer review?

   Are peer reviews conducted in accordance with a documented procedure?

   Does the reviewer use peer review checklists, which identify the criteria for
    the review of the product?


                                                                                   16
“Give people a fact or idea and you
enlighten their minds; tell them a story and
          you touch their souls.”

                                - Hasidic proverb




                                               17
Good Luck
http://www.linkedin.com/in/anandsubramaniam




                                              18

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Service Delivery & Support

  • 1. Service Delivery & Support Deploy CMMI & Improve Service Excellence Anand Subramaniam
  • 2. “The ultimate measure of a man is not where he stands in moments of comfort and convenience but where he stands at times of challenge and controversy.” - Martin Luther King 2
  • 3. Highlights  Requirements Management  Project – Integration, Planning & Tracking  Managing Subcontractors / Inter-group  Quality Assurance  Configuration Management / Software Engineering  Process Definition & Improvement  Training & Peer Reviews 3
  • 4. Requirements Management  Are requirements agreed upon by the customer, project management and project team members?  Are requirements documented & available to the project team?  Are changes to requirements reflected in the project’s effort and cost estimates, and size of product estimates?  Are changes to requirements negotiated and agreed upon by the customer, project management and project team members?  Are requirements traced to design components, code components and test plans or procedures?  Are requirements analysed for completeness, understandability, feasibility and consistency? 4
  • 5. Integrated Project Management  Does the project have defined processes that have been developed from the organisation’s standard processes?  Do the activities described in the Project Plan follow the project’s defined processes?  Are historical data from past projects (as contained in the organisation’s project process database) used for project planning and estimating? (These historical data include software size, effort, cost, schedule, productivity and activity data.)  Are the project’s effort, costs and schedule managed according to a procedure?  Is the size of the work products managed according to a procedure?  Are the project’s risks identified, assessed, documented and managed according to a procedure? 5
  • 6. Project Planning  Are the project activities defined and documented?  Do procedures or guidelines exist for estimating project effort and cost, and size of work products?  Are the commitments of external groups documented and agreed upon by the affected groups (i.e. configuration management, QA, customer and sub‑contractors)?  Is the project plan reviewed by the project manager, managers of other affected groups, and project team members?  Are project risks (cost, resource, schedule, or technical) identified, assessed and documented?  Are the planned activities of the project based upon a defined life cycle?  Have facilities (i.e. office space, computer equipment) and support tools been identified and procured or developed? 6
  • 7. Project Tracking  Are the project effort, cost, and schedule tracked on a frequent basis?  Are sizes of work products tracked and the sizing estimates updated accordingly?  Are the project activities adjusted and re‑planned when the project actuals are found to deviate significantly from the original project plan?  Are internal project reviews conducted periodically with affected groups to track progress and issues?  Are reviews conducted at significant milestones with the customer to review results, plans and status?  Are estimated and actual data for project effort, cost, and work product sizes recorded for use in this project and future projects?  Are technical issues or problems identified, documented, and tracked to closure (i.e. problem reports, issues database)? 7
  • 8. Managing Subcontractors  Are subcontractors selected based upon an evaluation of their capabilities?  Do documented guidelines or procedures exist for the evaluation of subcontractors?  Is there a contractual agreement between the prime & secondary subcontractor?  Does the prime contractor conduct periodic technical reviews with the secondary subcontractor to review technical material and status?  Does the prime contractor conduct periodic management reviews with the secondary subcontractor to review progress and status?  Does the prime contractor conduct an acceptance test as part of the criteria for accepting the secondary subcontractor’s product?  Is the subcontractor’s performance evaluated periodically and reviewed?  Are the product acceptance criteria documented in an Acceptance Test Plan, which has been agreed upon by the prime contractor and the secondary subcontractor? 8
  • 9. Inter-group Co-ordination  Are commitments between project groups agreed to by the affected groups and documented? (Commitments could be documented in the Project Plan.)  Are representatives from affected project groups involved in establishing the project requirements and in negotiating with the customer?  Does an established procedure exist for identifying, recording, tracking and closing inter‑group issues?  Do the project groups work together on a regular basis to monitor and co‑ordinate technical activities and to resolve technical issues?  Is the Project Plan used to co‑ordinate and track the activities of the various groups?  Are work products delivered to other project groups reviewed to ensure they meet the group’s needs? 9
  • 10. Quality Assurance (QA)  Does a QA Plan, containing QA activities, responsibilities, and schedule, exist for the project?  Are QA activities conducted in accordance with the QA Plan?  Does QA report directly to the organisation’s senior management?  Are QA activities and their findings reported to the project periodically?  Are QA individuals trained in quality assurance?  Are project issues of non‑compliance that cannot be resolved, escalated?  Does QA verify that the activities of the project comply with the Project Plan and the designated standards and procedures identified in the Project Plan?  Does QA verify that work products comply with the standards, procedures, and contractual requirements, as stipulated or referenced by the Project Plan /SOW? 10
  • 11. Configuration Management (CM)  Does a CM Plan, outlining CM activities, responsibilities, and schedule, exist for the project?  Are CM activities conducted in accordance with the CM Plan?  Are project work products, supporting tools, and any software or procedures required to regenerate the work products identified and controlled?  Does CM library system serve as a repository for the controlled items?  Is there an established procedure for checking items in and out of the CM library?  Is there an established procedure for generating baselines from the CM library system?  Is information on the contents of the baselines and the status of the CM library available to the project?  Is there an established procedure and mechanism for controlling changes to the controlled items (i.e. Change Request Procedure)? 11
  • 12. Software Product Engineering  Is the project’s defined software process supported by effective process and tools?  Are procedures for using the defined software process documented and adhered to?  Are requirements analysis and verification conducted in accordance with the project’s defined process?  Is the product designed in accordance with the project’s defined process?  Is the product implemented according to the project’s defined process?  Is the testing conducted according to the project’s defined process?  Are the work products (i.e. outputs) of the requirements analysis, design, implementation, and test activities consistent and as per client requirements?  Are the necessary resources (i.e. IT, skills, equipment) available to the project? 12
  • 13. Process Improvement  Do activities to develop standardised processes and to improve them exist within the organisation?  Does responsibility for defining process development and improvement exist at an organisational level, and not a project level?  Are the project’s or organisation’s processes assessed periodically to determine process strengths and weaknesses?  Are action plans based upon the process assessment, are they implemented?  Does the organisation have a company‑wide plan for process development and improvement activities?  Is there an Organisational Training Plan for conducting process training across the organisation?  Does senior management provide the support, resources, and funding to enable the process improvement activities to be effective? 13
  • 14. Process Definition  Does the organisation have developed and documented standardised processes (i.e. description of project life cycle)?  Does the organisation encourage and promote the use of standardised processes?  Is there a collection of process assets (e.g. process descriptions, tailoring guidelines, coding standards, development procedures) that can be easily tailored and used by the projects?  Are the standard processes continually assessed and improved?  Are new technology, tools, and methodologies related to process being assessed and evaluated?  Are estimated and measured process data retained in a database for use in process improvement and in planning future projects (e.g. size estimates, effort data, productivity data, defect data)? 14
  • 15. Training  Does each project specify its technical and managerial training needs (e.g. type of training required, by whom, and when)?  Do the individuals on a project receive the necessary training as identified?  Does a training plan for the organisation exist, specifying training needs, type of training available, funding, resources, schedules, and standards for course development?  Are training courses produced in‑house, developed and maintained according to the organisation’s training plan?  Does the organisation’s training program receive the necessary support, resources, and funding from senior management to make the program effective?  Are measurements used to determine the quality of the training program? 15
  • 16. Peer Reviews  Is peer review of work products conducted on the project? Examples of work products suitable for review are requirement specifications, architecture, design descriptions and test plans.  Is the review material distributed to the reviewers prior to the meeting and with sufficient time allocated for the material to be reviewed?  Are defects identified during the review meeting recorded and tracked to closure?  Does the Project Plan or a Peer Review Plan identify the work products to undergo peer review?  Are peer reviews conducted in accordance with a documented procedure?  Does the reviewer use peer review checklists, which identify the criteria for the review of the product? 16
  • 17. “Give people a fact or idea and you enlighten their minds; tell them a story and you touch their souls.” - Hasidic proverb 17