Chapter 11 Software Quality
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Quality Management for IT Support Services - a Case Study of an IT Helpdesk Service
Quality Management for IT Support Services - A case study of an IT helpdesk service Master of Science Thesis in the Master Degree Programme, Quality and Operations Management JOHANNA IVARSSON Department of Technology Management and Economics Division of Quality Sciences CHALMERS UNIVERSITY OF TECHNOLOGY Gothenburg, Sweden 2013 Report No. E2013:080 REPORT NO. E2013:080 QUALITY MANAGEMENT FOR IT SUPPORT SERVICES A CASE STUDY OF AN IT HELPDESK SERVICE JOHANNA IVARSSON Department of Technology Management and Economics Chalmers University of Technology Göteborg, Sweden QUALITY MANAGEMENT FOR IT SUPPORT SERVICES A CASE STUDY OF AN IT HELPDESK SERVICE JOHANNA IVARSSON © Ivarsson, J. 2013 Report no. E2013:080 Department of Technology Management and Economics Division of Quality Sciences Chalmers University of Technology SE-412 96 Göteborg Sweden Telephone: + 46 (0)31-772 1000 Printed by Chalmers Reproservice Göteborg, Sweden 2013 Abstract IT services are a necessary support for most business processes; therefore the quality of IT support services is a topic of high importance. The aim of this study was to analyse how an IT helpdesk service can be improved in order to align with the organisation’s expectations. The study was conducted as a case study of an IT helpdesk service during spring 2013. The data collection combined a quantitative analysis of event logs data for a two-year period, with a qualitative approach conducting observations and ten interviews. The result showed that the quality issues arose from two main areas; resolution time of requests and professionalism of IT staff. The quality issues are, according to both the quantitative and qualitative analysis, caused by high workload for one of the IT department’s teams and high expectations of the organisation. -
Watts S. Humphrey (1927-2010)
1 Watts S. Humppyhrey (1927-2010) Five lessons I learned from an inspiring leader Daniel M. Roy September 2011 PSP, TSP, Personal Software Process and Team Software Process are service marks of CMU CMM and Capability Maturity Model are registered in the U.S. patent and trademark office Myers-Briggs Type Indicator and MBTI are registered trademarks trademarks of Consulting Psychologists Press, Inc. Copyright © 2011 STPP, Inc. (Software Technology, Process & People) 2 My Watts connection Project leader at SEI 1990-1995 Cer tified th e F rench t ransl ati on of CMM material in 1993 Took the first PSP class at CMU from Watts in the winter of 1994 Copyright © 2011 STPP, Inc. (Software Technology, Process & People) 3 From CMM to PSP “My first class was a blessing in a way that I hdhad not expecte d. Three peop le from th e SEI were taking the course: Dan Roy, Julia MllMullaney (h(then Ju lia G a le) , and dJ Jim O ver. Subsequently, they all decided to work with me iiiihPSPilin transitioning the PSP intro general practice. They have been doing so ever si”ince.” Three process perspectives, WSH, 2001 Copyright © 2011 STPP, Inc. (Software Technology, Process & People) 4 My Watts connection Project leader at SEI 1990-1995 Cer tified th e F rench t ransl ati on of CMM material in 1993 Took the first PSP class at CMU from Watts in the winter of 1994 STPP created in May 1995 on his advice Invited Watts to Paris in October1995 Became SEI transition partner in 1997 Copyright © 2011 STPP, Inc. -
Quality Engineering in The
QUALITY ENGINEERING IN THE NEW A vision and R&D update from Accenture Labs and Accenture Testing Services QUALITY ENGINEERING WITH BUSINESS PURPOSE In recent years, traditional approaches to application testing have been significantly disrupted with the advent of DevOps and intelligent automation, as well as proliferation of digital applications. As delivery timelines have shrunk from months to weeks and now days, testing has shifted both left and right in the software development lifecycle. DevOps and agile have merged development and testing into a single continuous activity. Testing has evolved to quality engineering that begins upfront as part of initial application planning and establishes a continuous feedback loop to anticipate and act on the unknown. But to truly understand the scale of evolution from testing to quality engineering, we need to recognize how data has changed software development itself. The power of data goes well beyond fueling automation use cases and AI learning datasets for repetitive development and testing tasks. The massive amounts of data users generate every day is now elevating quality engineers to predict risk, identify opportunities, increase speed and agility and minimize technical debt. With this vast influx of data, the quality engineer’s role has become far more exciting but also complex. It will further evolve as we move towards AI, edge computing and the massive IoT end datasets which require machine-to-machine (M2M) communications with complete autonomy and failsafe protection. Accenture has long been at the forefront of testing innovation, and now we are leading our clients into the world of quality engineering at scale. -
Software Engineering for Main Campus, Sub Campuses, and Affiliated Colleges
Revised Curriculum of BS Software Engineering for Main Campus, Sub Campuses, and Affiliated Colleges Department of Computer Science & Information Technology University of Sargodha (Applicable from Fall 2013) Page 1 of 105 Table of Contents Guidelines for Affiliated Colleges .................................................................................................. 4 The Discipline of Software Engineering ......................................................................................... 5 Vision of Software Engineering Education .................................................................................... 6 Software Engineering Programs‘Rationale..................................................................................... 7 Software Engineering Programs‘ Curriculum Underlying Principles ............................................ 9 BS Software Engineering Program‘sAims & Objectives ............................................................. 10 BSSE Program‘s Outcome ............................................................................................................ 11 BSSE Program‘s Structure ............................................................................................................ 11 Specializations ........................................................................................................................................ 11 Degree Requirement .............................................................................................................................. -
The Goal/Question/Metric Method: a Practical Guide for Quality Improvement of Software Development
The Goal/Question/Metric Method: a practical guide for quality improvement of software development The Goal/Question/Metric Method: a practical guide for quality improvement of software development Rini van Solingen and Egon Berghout THE McGRAW-HILL COMPANIES London · Chicago · New York · St Louis · San Francisco · Auckland Bogotá · Caracas · Lisbon · Madrid · Mexico · Milan Montreal · New Delhi · Panama · Paris · San Juan · São Paulo Singapore · Sydney · Tokyo · Toronto Published by McGraw-Hill Publishing Company SHOPPENHANGERS ROAD, MAIDENHEAD, BERKSHIRE, SL6 2QL, ENGLAND Telephone +44 (0) 1628 502500 Fax: +44 (0) 1628 770224 Web site: http://www.mcgraw-hill.co.uk British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library ISBN 007 709553 7 Library of Congress Cataloguing-in-Publication Data The LOC data for this book has been applied for and may be obtained from the Library of Congress, Washington, D.C. Further information on this and other McGraw-Hill titles is to be found at http://www.mcgraw-hill.co.uk Authors Website address: http://www.mcgraw-hill.co.uk/vansolingen While having complete faith in the methods explained in this book when they are properly applied, neither the authors nor the publisher can accept any responsibility for the outcome of the application of these methods by users. Publishing Director: Alfred Waller Publisher: David Hatter Typeset by: The Authors Produced by: Steven Gardiner Ltd Cover by: Hybert Design Copyright © 1999 McGraw-Hill International (UK) Limited All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic or otherwise without the prior permission of McGraw-Hill International (UK) Limited. -
CITS5502 – Capability Maturity
CITS5502 – Capability maturity Unit coordinator: Arran Stewart 1 / 52 Sources Pressman 9th ed, Ch 26 2 / 52 Why try to improve processes? In competitive markets, there is pressure to deliver software faster and cheaper, which meets customer needs Organisations may look to process improvement to improve software quality, reduce costs, or speed up their processes It’s clear that the processes used to develop software do have a bearing on the quality of the software produced; therefore people reason that improving the processes can improve the software. 3 / 52 Major approaches to Software Process Improvement (SPI) Process maturity models Focuses on project management, introducing good software engineering practice Defines levels of process maturity These reflect the extent to which good practices have been adopted into processes Primary goals: improved product quality and process predictability. Agile Focuses on iterative development and reduction of overheads Goals include rapid delivery of functionality and responsiveness to changing customer requirements. 4 / 52 CMM We’ll look at one maturity model–based approach, the CMM (Capability Maturity Model), and its successor, CMMI (Capability Maturity Model Integration) 5 / 52 CMM background – statistical quality control US engineer W.E. Deming worked with Japanese manufacturing industries after WWII to help improve quality. The idea of statistical quality control is due to Deming and others: “reduce product defects by analyzing and modifying the process so that the chances of introducting defects are reduced and defect detection is improved” Once defects have been reduced, standardise the process and start again 6 / 52 1980s at Software Engineering Institute (SEI) at Carnegie Mellon University: Humphreys founded the Software Process Program, aimed at understanding and managing the Software Process. -
Watts Humphrey
SPECIAL TRIBUTE Watts Humphrey The Father of Software Quality (1927-2010) Carnegie Mellon Software Engineering Institute 4 CrossTalk—July/August 2011 SPECIAL TRIBUTE When Watts Humphrey arrived at the SEI in 1986, he The Beginnings of PSP and TSP made what he called an, “outrageous commitment to Jim Over, who now leads the TSP initiative at SEI, said Hum- change the world of software engineering.” phrey had begun his work in bringing discipline to the individual By all accounts, he succeeded. Known as the “Father software engineer–the basis for the PSP–long before his ap- of Software Quality,” Humphrey dedicated his career to pointment as an SEI Fellow. Humphrey first tested his theories on a process that he addressing problems in software development including developed for managing his personal checking account. Next, he schedule delays, cost increases, performance problems, and tested them on the personal software development process by defects. In 2005, Humphrey received the National Medal of writing more than 60 small programs in Pascal and C++, Over Technology, the highest honor awarded by the President of explained. Humphrey then began working with organizations to the United States to America’s leading innovators. pilot this new personal process for software engineers. “He was a wonderful leader and a wonderful man. He Not long after, Humphrey published his first PSP book, “A set forth an energizing goal and an inspiring mission that Discipline for Software Engineering,” and developed a course for we all wanted to be a part of,” said Anita Carleton, direc- software engineers. Over, who enrolled in the first PSP course tor of SEI’s Software Engineering Process Management offered at Carnegie Mellon, said it changed his career. -
Thursday Sessions
Thursday Sessions Thursday Sessions Session T1A: Mini Workshop - Great Problems Lead to Great Projects: A First Year Seminar Course Chair: Kristin Wobbe, Worcester Polytechnic Institute Time: Thursday, October 28, 2010, 8:00 am - 9:30 am Salon A MINI WORKSHOP - GREAT PROBLEMS LEAD TO GREAT PROJECTS: A FIRST YEAR SEMINAR COURSE Kristin Wobbe and Arthur Heinricher In 2007 WPI initiated the Great Problems Seminars to engage First Year students with current events, societal problems and human needs while developing skills that will facilitate subsequent project work. These seminars focus on large global issues – energy and its utilization, food and hunger, disease and healthcare delivery and the NAE Grand Challenges. Each is led by two faculty from disparate departments who expose the students to the complexity of the problem using a number of disciplinary perspectives. Students develop information literacy, effective writing and speaking skills, while working in teams on short assignments. For the final project student teams work with faculty supervision to analyze some aspect of the problem and/or develop a partial solution. The seminars culminate in a Project presentation day where all student groups present a poster on their work. We have assessment data that show that the courses achieve their desired outcomes. The special session will review the motivation to create these courses and provide information about course organization and logistics. Participants will review student projects, discuss the preparation required, and determine -
Watts Humphrey Awards 2018 Brought to You by CSPIN
Watts Humphrey Awards 2018 Brought to you by CSPIN Present your practice November 12, 2018 | Monday 1.30 PM - 6.15 PM What is Watts Humphrey Awards? Watts Humphrey Awards is a Prestigious recognition from SPIN Chennai initiated to honor the software engineering Guru Dr. Watts Humphrey. Teams from various organizations across industries will be invited to nominate their practice / case study. Jury will evaluate the submissions (offline) and shortlisted teams will be invited to present their story and showcase their practices on the day of the awards in front of the Grand Jury. The team that best exemplify, articulate and demonstrate the practices on the theme will be awarded with Grand Plaque, Certificates, Cash awards and Presentation slot at SPICON 2019 (Intl Conference). Motivated by the success of the award we launched in the past years, we are making it bigger, better and more grandeur this time. Check out http://spinchennai.org/events/event/watts-humphrey-awards-2018/ for more details. Introduction The business world is moving from treating IT as a utility that improves internal operations to using rapid software and technology powered innovation cycles as a competitive advantage. This has far reaching consequences. The traditional program and project management models we have used for software development are unsuited to rapid innovation cycles. Software development requires a different way of running. Agile and Automation are leading the way forward. With the advent of Agile & Automation, an enormous amount of demand from people working in enterprises who wanted to adopt Lean startup, Design thinking, DevOps frameworks and practices. A large number of companies have achieved measurable benefit from using Agile & Automation techniques; resulting in delivery of higher-quality products to market faster, increased customer satisfaction, and higher returns on investment. -
Quality Engineering
PREREQUISITES CURRICULUM • BS Degree or equivalent The curriculum is designed to provide the student with • Mathematical statistics (Ex. Stat 312) a balance and breadth of understanding of industrial • Computer programming (Ex. CS 302) engineering disciplines that contribute to designing • Three courses in ISYE (Ex: 313, 315, 320, 323, 349, and delivering high quality products or services safely 415, 417) The Associate Chair of Graduate Affairs is responsible selected from each of four groupings: (1) foundation for evaluating equivalences. courses;and efficiently. (2) organizational To accomplish dynamics/change this, courses can strate be - gies and sociotechnical engineering; (3) statistical PROGRAM DESCRIPTION methods, and (4) a grouping consisting of Industrial and Business electives. Ever increasing global competition has sparked renewed interest in quality improvement of products FOUNDATION COURSES (12 cr) and services. This, in conjunction with the greater • ISyE 412: Fundamental Industrial Data Analytics complexity of modern production and service systems, • ISyE/ME 512: Inspection, Quality Control, has created a demand for engineers who can mas- (or ISyE 612) and Reliability Quality Engineering ter the technical and managerial tools and concepts • ISyE 515: Engineering Management of Continuous needed for the economic implementation of quality Process Improvement systems. To meet this demand the graduate program • ISyE 520: Quality Assurance Systems concentration in Quality Engineering exists to prepare • ISyE 575: Introduction to Quality Engineering Faculty students for careers as quality professionals in indus- • Pascale Carayon, 3126 ECB try, health care, consulting, research, and teaching. ORGANIZATIONAL DYNAMICS/CHANGE & SOCIO- TECHNICAL SYSTEMS (6cr min) • Kaibo Liu, 3017 ME The MS degree is designed to provide necessary back- • ISyE/Psych 652: Sociotechnical Systems • Shiyu Zhou, 3254 ME ground for a professional career in industry or govern- ment. -
The Team Software Processsm (TSPSM)
The Team Software ProcessSM (TSPSM) Watts S. Humphrey November 2000 TECHNICAL REPORT CMU/SEI-2000-TR-023 ESC-TR-2000-023 Pittsburgh, PA 15213-3890 The Team Software ProcessSM (TSPSM) CMU/SEI-2000-TR-023 ESC-TR-2000-023 Watts S. Humphrey November 2000 Team Software Process Initiative Unlimited distribution subject to the copyright. This report was prepared for the SEI Joint Program Office HQ ESC/DIB 5 Eglin Street Hanscom AFB, MA 01731-2116 The ideas and findings in this report should not be construed as an official DoD position. It is published in the interest of scientific and technical information exchange. FOR THE COMMANDER Joanne E. Spriggs Contracting Office Representative This work is sponsored by the U.S. Department of Defense. The Software Engineering Institute is a federally funded research and development center sponsored by the U.S. Department of Defense. Copyright 2000 by Carnegie Mellon University. NO WARRANTY THIS CARNEGIE MELLON UNIVERSITY AND SOFTWARE ENGINEERING INSTITUTE MATERIAL IS FURNISHED ON AN "AS-IS" BASIS. CARNEGIE MELLON UNIVERSITY MAKES NO WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED, AS TO ANY MATTER INCLUDING, BUT NOT LIMITED TO, WARRANTY OF FITNESS FOR PURPOSE OR MERCHANTABILITY, EXCLUSIVITY, OR RESULTS OBTAINED FROM USE OF THE MATERIAL. CARNEGIE MELLON UNIVERSITY DOES NOT MAKE ANY WARRANTY OF ANY KIND WITH RESPECT TO FREEDOM FROM PATENT, TRADEMARK, OR COPYRIGHT INFRINGEMENT. Use of any trademarks in this report is not intended in any way to infringe on the rights of the trademark holder. Internal use. Permission to reproduce this document and to prepare derivative works from this document for internal use is granted, provided the copyright and "No Warranty" statements are included with all reproductions and derivative works. -
Impact of Personal Software Process on Software Quality
IOSR Journal of Computer Engineering (IOSRJCE) ISSN : 2278-0661 Volume 1, Issue 5 (May-June 2012), PP 21-25 www.iosrjournals.org Impact of Personal Software Process on Software Quality Abdul Kadir Khan (College of Computing and Informatics, Haramaya University, Ethiopia India Abstract Today, concern for quality has become an international movement. Even though most industrial organizations have now adopted modern quality principles, the software community has continued to rely on testing as the principal quality management method. Different decades have different trends in software engineering. The Personal Software Process (PSP) is an evolutionary series of personal software engineering techniques that an engineer learns and practices. A software process is nothing without the individual programmer. PSP a data- driven process customized to teaching individuals about their programming styles, helping software engineers further develop their skills in developing quality software. In this paper I explain the Personal Software Process definition, principles, design, advantages and opportunities apart from discussing about PSP as a framework of techniques to help engineers and their organizations improve their performance while simultaneously increasing product quality focusing on the incorporation of PSP concepts in software development practice. Key words: Personal Software Process, Software Development, Engineers, PSP Concepts. I. INTRODUCTION Modern quality principles have now been adopted by most of the industrial organizations, the software community has continued to rely on testing as the principal quality management method. Researchers and industrial leaders began to realize that software process, plans and methodologies for producing software, could help to produce accurate project deadlines, help keep software projects on budget and teach programmers to be more productive and knowledgeable of their own programming styles.