The document presents insights from a talk by Prasanna Vee on quality in engineering and customer experience, emphasizing the definitions and principles of quality, as well as the differences between quality control and quality assurance. It outlines various strategies for achieving total quality, including early defect detection, collaboration among teams, and the importance of customer empathy. The discussion also highlights the evolution of testing roles in agile methodologies, advocating for a team-wide commitment to quality rather than a single-party responsibility.

1. www.unicomlearning.com
Topic: LEADING WITH QUALITY
Speaker Name: PRASANNA VEE
Speaker Designation: Founder
Company: CrawlPal

2. Agenda www.unicomlearning.com
• What is Quality?
• Quality Control Vs. Quality Assurance
• Defect Prevention Vs. Defect Detection
• Next Generation Testing
• The Agile Tester

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What is Quality?

4. Definition of Quality
• Quality of Customer Experience
– How well the functionality and end-to-end experience meets or exceeds customer
expectations under actual usage
– Do customers feel the product or service is consistently Reliable, Responsive, Compatible,
Secure, aesthetically pleasing, and easy to use?
• Quality of Engineering
– How effectively the architecture, design, code, testing, and integration meet high
engineering standards and product requirements
Quality of Customer Experience
Reliability Performance Compatibility
Security Completeness Usability
Aesthetics Market Relevance Availability
Supportability Manageability …
Quality of Engineering
Architectural
Quality
Code Quality Design Quality
Agility Cost Effectiveness Defect Rate
Integration Maintainability Operational Cost
Resiliency Testability …
November 10, 2014 4

5. Quality of Customer Experience
 What is Quality?
“Delighting the customer by fully meeting their needs and expectations”
 What does Quality Include?
–Functionality, Performance, Reliability, Availability, Usability/User Experience, Maintainability
 Why is Quality Critical?
Ariane 5 example, Disappearing Warehouse, McAfee 5958 example
 How to accomplish Total Quality?
“Quality is the result of a carefully constructed cultural environment. It has to
be the fabric of the organization, not part of the fabric.” -Philip Crosby
The bottom line: Make customer experience the fabric of your organization.
 Be a Customer Champion – Customer Empathy competency
Goal: Making the Quality of the customer experience THE reason for
purchasing your product/service over competition.
November 10, 2014 5

6. Quality of Engineering
• Product Engineering Quality
– How effective is each filter at
finding the right defects at the right
time?
– How early do we remove defects?
– How efficient are the Testing
efforts?
– Is this release or milestone better
than previous releases? By how
much?
– What is the cost, benefit, and risk
analysis for each fix?
November 10, 2014 6

7. Quality – A Hub & Spoke model
Who owns Quality?
Program Support
Management
Customers &
Partners
Sustained
Engg
Product
Mgmt
Quality
Development QA
7
Everyone!

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Quality Control
vs
Quality Assurance

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10. QA Vs QC
Quality Control Quality Assurance
A failure detection system that uses a testing
technique to identify errors or flaws in products
and tests the end products at specified
intervals.
A failure prevention system that continually
checks the product quality and then takes steps
to control and prevent flawed products or
services from reaching the advanced stages of
development cycle
A series of analytical measurements used
to assess the implementation of the
requirements & non-existence of unwanted
behavior
 An overall management plan to guarantee
the Quality & Integrity of the System
More of a Reactive Approach
Typical Software ‘Testing’ is a Quality Control
mechanism
More of a Proactive Approach
Building an ecosystem where bug prevention and a
quality culture are inherent in the development
lifecycle
Constant and Continuous focus on Quality
Toyota Example
Quality Control is more about the Product itself Quality Assurance is more about the Process
November 10, 2014 10

11. Top Quality Principles
• Detect more defects closer to the phase of the product cycle
where the defect was introduced rather than later in the cycle.
• Products should be designed from the start with quality in mind.
• Build Quality into the Development Process
• It helps with detecting product bugs as early as possible, prior to
implementation.
• System Testing alone is not sufficient to Ensure Quality
• Test Team can never find all the defects
• Example: VE + IE memory leak issue
• Quality Should be controlled at every node of a Development
process
D.R.P principle: Detect early, Reduce and Prevent Defects!
November 10, 2014 11

12. System Testing alone is insufficient to ensure Quality
Testing the “Periphery” – Heathrow Terminal 5 example!
November 10, 2014 12

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Defect Detection
vs
Defect Prevention

14. Why Prevent Defects? – We have a QA team!
“In the beginning of a malady it is easy to cure but difficult to detect, but in the
course of time, not having been either detected or treated in the beginning, it
becomes easy to detect, but difficult to cure.”
-Machiavelli
November 10, 2014 14

15. Defect Lifecycle : Early, Late & Too late
 Early
 Found in early development activities like: Static Code Analysis, Personal Reviews, Peer
Reviews, Unit testing
 Tracked through tools like Code Collaborator , Early Defect Recorder or Coverity Static
Analysis Tool etc.,
 Late
 Found after the code reaches System Testing, Integration Testing, Beta Testing etc.,
 Tracked through Bugzilla and other similar defect management tools
 Too Late
 Found by the Customer – either external or internal partner product
November 10, 2014 15

16. Shifting to Early Defect Discovery
Hours
Early Late Too Late
Early and Efficient Defect Removal is Key to Quality and Productivity
November 10, 2014 16

17. How can Test team help in PREVENTING defects?
 Participate in Code Reviews & Design Reviews
 Review Requirements with Quality in mind
 Validate Unit Testing
 Are the unit tests making optimal use of the common harness, tools and libraries?
 Do the unit test-cases overlap with your test-cases that can be avoided?
 Customer Focus
 Look into Customer issues and Support issues.
 Test often has a better view of how the component actually works and is consumed
by partners and customers.
 Test has an opportunity to call out unwanted side effects of a change
 Root Cause Analysis
Learn From Mistakes to Prevent in the future
 The Five Why’s of Toyota
November 10, 2014 17

18. From TEST plan to QUALITY Plan..
Test Plan: a plan that details how the
test team will measure the quality of
the product is and report it back to the
team
Quality Plan: a plan that explains
how various people working on a
feature will work together to ensure
it’s delivered with high quality
 Quality isn’t just the responsibility of a single person
 Quality Plans don’t have a single author. Rather, multiple people can contribute to
them at various points throughout the feature development cycle
 Dev, Test and PM’s work together on a Unified Quality strategy
 Development: will describe how they plan to validate the code before committing
changes, which scenarios will be covered by pre-check-in tests, any testability
considerations in the code, etc.
 Test team: will describe the additional testing to be done post-check-in and any
other processes, procedures, test tools, to be used to get the job done.
 This ensures Quality from Day one!
November 10, 2014 18

19. Summary: The Flow of Quality
Quality Plans
• Define the
Team Goals
• Identify the
KPI’s to be
measured
• Baseline
from
previous or
similar
releases
• Commit to
not only
features but
Quality
Early
Identification
Test
Execution
Quality
Reviews
High
Quality
Release
• Implement
and utilize
tools to do
the work.
• Peer Reviews,
Unit tests,
Static
Analysis –
Early Defect
Discovery
• Security
reviews
• Progress to
Quality Plan
• Quality Heat
maps to
identify
hotspots and
action items
• Data Driven
Frequent
Project
Quality
Reviews to
assess Risk &
Readiness
• Build off early
identification
quality
• Automated
instead of
manual
• Exploratory
Testing
focused on
system and
integration
• Builds
Customer
Confidence
• Reduces
expenses
• Drives
Increased
Revenue
• Allows for
more
Innovation
• Unsettles
Competition
19 November 10, 2014

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Next Generation Testing

21. Critical Shifts towards Engineering Excellence
• Problems with Manual Testing
• Not easily repeatable
• Very Effort Intensive
• How long will it take to ‘re-run’ all the tests?
• How often can you run it?
• “Effective” & “Efficient” Automation
Solution: Decrease
amount of Manual
Testing
• Lower maintenance: Minimal cost from extending test cases
• Maximum ROI
• Finds issues that cannot be found through Manual testing
• Increased Coverage
• Good Code coverage through System Testing
• Lot of White Box testing
– Understand code changes
– Smarter approach to what needs to be tested
November 10, 2014 21

22. Critical Shifts towards Engineering Excellence [cont.]
• Employ Intelligent Testing techniques
– Equivalence Class Partitioning
– Pairwise Testing
– Model Based Testing
• More focus on Non-functional Testing
– Performance Testing
– Security Testing
• Move away from being Quality Police!
– Quality is a team wide effort
• Test Early, Test Often
• Keep in touch with latest Tools & Technologies
November 10, 2014 22

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The Agile Tester

24. How does Agile change the tester’s role?
Traditional Testing
– In traditional methods, Test’s role is to expose risks in the system and
communicate them to management, who can then make informed
release decisions
– In a sense, Test actively Verifies that product does not have any
defects and exposes the risks to the management & to be addressed
by Developers to make the product/service production ready
Agile Testing
– In Agile methods, Test team is still responsible for exposing and
communicating risks, but Test also gets involved in the communication
of specifications to developers via automated “acceptance” tests
– In a sense, Test actively Ensures that the product meets the
specification by putting the spec in terms that developers understand
– failing tests
Moving from Verifying Quality to Ensuring Quality
N2o4vember 10, 2014

25. How does Agile change the tester’s role?
Traditional Testing
– Quality Police: Test’s responsibility is
to be an impartial observer who
reports findings to management
– Not my job: Test is not responsible for
making the code match the spec –
bugs are a developer’s problem
– Inspection: By definition, occurs after
the code is written
– Combative: Success is measured by
number of bugs found, which creates
a combative relationship with Dev
– “There is a bug in your component.”
Agile Testing
– Equal Partner: Test’s responsibility is
to collaborate with rest of team to
build a quality system
– All for one: Test becomes a full-fledged
member of the team – a bug
is a failure of a test to communicate
– Injection: By definition, occurs before
the code is written
– Collaborative: Success is measured by
consistent delivery of running
software to business
– “Can you help me figure out why this
test is failing?”
N2o5vember 10, 2014

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Topic:
Thank You
Speaker name: Prasanna Vee
Email ID: studoo@gmail.com
Organized by
UNICOM Trainings & Seminars Pvt. Ltd.
contact@unicomlearning.com

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Appendix