Achieving Software Quality through Teamwork For a listing of recent titles in the Artech House Computing Library, turn to the back of this book. Achieving Software Quality through Teamwork Isabel Evans Artech House Boston • London www.artechhouse.com Library of Congress Cataloging-in-Publication Data A catalog record for this book is available from the U.S. Library of Congress. British Library Cataloguing in Publication Data Evans, Isabel Achieving software quality through teamwork.—(Artech House computing library) 1. Computer software—Quality control 2. Computer software—Development—Management 3. Teams in the workplace I. Title 005.1’0684 ISBN 1-58053-662-X Cover design by Yekaterina Ratner © 2004 ARTECH HOUSE, INC. 685 Canton Street Norwood, MA 02062 The following are registered in the U.S. Patent and Trademark Office by Carnegie Mellon University: Capability Maturity Model , CMM , and CMMI . CMM IntegrationSM, CMMISM, Personal Software ProcessSM, PSPSM, Team Software ProcessSM, and TSPSM are serv- ice marks of Carnegie Mellon University; Capability Maturity Model and CMM are registered in the U.S. Patent and Trademark Office. Special permission to reproduce “Quotations from the SEI website (www.sei.cmu.edu), “2003, “Pathways to Process Maturity: The Personal Software Process and Team Software Process” 2000 and “A Framework for Software Product Line Practice Version 4.1” 2003 by Carnegie Mellon University, is granted by the Software Engineering Institute. No warranty. This Carnegie Mel- lon University and Software Engineering Institue material is furnished on an “as is” basis. Carnegie Mellon University makes no war- ranties 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. Carenegie Mellon University does not make any warranty of any kind with respect to freedom from patent, trademark, or copyright infringement. All material related to the EFQM model is Copyright © 1999–2003 by the European Foundation for Quality Management and is reproduced here by permission of EFQM. Information about use of the EFQM Model is on the EFQM Web site http://www.efqm.org. Crown copyright material is reproduced with the permission of the Controller of HMSO and the Queen’s Printer for Scotland. Extracts from the “McCartney report” are under licence C02W0003641. Extracts from DISC PD 0005: 1998 have been reproduced with the permission of BSI under license number 2003DH0297. British Standards can be obtained from BSI Customer Services, 389 Chiswick High Road, London, W4 4AL. Tel +44 (0)20 8996 9001. E-mail: [email protected]. MBTI and Myers-Briggs Type Indicator are registered trademarks of Consulting Psychologists Press Inc. Oxford Pyschologists Press Ltd. has exclusive rights to the trademark in the UK. Extracts describing the MBTI are reproduced from the Team Technology Web site by permission of Team Technology. TPI is a registered trademark of Sogeti Netherland B.V. Appendix A, Table A.1: Belbin is a registered trademark of Belbin Associates. Belbin Team Roles, from the work of Dr. Meredith Belbin, are reproduced by permission of Belbin Associates and are © e-interplace, Belbin Associates, UK 2001. Reproducedby permis- sion of Belbin Associates. All rights reserved. Printed and bound in the United States of America. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval sys- tem, without permission in writing from the publisher. All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Artech House cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark. International Standard Book Number: 1-58053-662-X 10987654321 For my brother, James, statistician, rock climber, mountaineer, 1958–2003. You encouraged me to write this book. Contents Forward xv Preface xvii Acknowledgments xxiii 1 Software Quality Matters .........1 1.1 Defining software quality 1 1.2 Fundamental concepts of excellence 5 1.3 EFQM Excellence Model 7 1.3.1 Enablers 7 1.3.2 Results 9 1.3.3 Excellence, the EFQM Excellence Model, the Malcolm Baldrige model, 1.3.3 and other related models 10 1.4 ISO 9000:1994 and ISO 9000:2000 10 1.5 IT maturity models—CMM and relations 11 1.6 Team Software Process and Personal Software Process 12 1.7 Bringing the models together 13 References 15 Selected bibliography 16 2 Defining the Software Team ........17 2.1 Teams in disunity 17 2.2 Defining the team 19 2.2.1 People who are customers and users of software 20 2.2.2 People who manage software projects 20 2.2.3 People who build software 21 2.2.4 People who measure software quality 21 2.2.5 People who provide the support and infrastructure for the project 2.2.5 and the deployment of software 22 vii viii Contents 2.3 Interaction between the groups and within each group 22 2.3.1 Differences in quality viewpoints 22 2.3.2 Intergroup relationships in CMM and Personal and Team Software 2.3.2 Processes 24 2.3.3 Intergroup relationships and excellence frameworks— 2.3.3 the EFQM Excellence Model 25 References 28 Selected bibliography 28 3 Roles and Quality: Customers .......31 3.1 Introducing the customers 31 3.2 Who could be in this group? 32 3.2.1 In-house customer 33 3.2.2 Third-party custom-made system customer 35 3.2.3 Third-party package or commercial off-the-shelf (COTS) customer 36 3.2.4 The IT specialist as customer 38 3.3 Quality viewpoint 38 3.4 Quality framework using the EFQM Excellence Model 39 3.4.1 The EFQM Excellence Model and the customer organization 39 3.4.2 EFQM Excellence Model enablers for customers 40 3.4.3 EFQM Excellence Model results for the customers 43 3.5 Communication between the customers and other groups 45 3.6 Summary of the group 47 References 49 Selected bibliography 49 4 Roles and Quality: Managers ........51 4.1 Introducing the managers 51 4.2 Who could be in this group? 52 4.3 Quality viewpoint 53 4.4 Quality framework using the EFQM Excellence Model 54 4.4.1 The EFQM Excellence Model and the manager 54 4.4.2 EFQM Excellence Model enablers for the managers 57 4.4.3 EFQM Excellence Model results for the managers 65 4.5 Communication between the managers and other groups 68 4.5.1 Managers and communication cycles 68 4.5.2 The reporting process 70 4.6 Summary of the group 73 References 74 Selected bibliography 75 Contents ix 5 Roles and Quality: Builders ........77 5.1 Introducing the builders 77 5.2 Who could be in this group? 79 5.3 Quality viewpoint 80 5.4 Quality framework using the EFQM Excellence Model 86 5.4.1 The EFQM Excellence Model and the builders 86 5.4.2 EFQM Excellence Model enablers for builders 87 5.4.3 EFQM Excellence Model results for the builders 92 5.5 Communication between the builders and other groups 95 5.6 Summary of the group 96 References 97 Selected bibliography 98 6 Roles and Quality: Measurers .......101 6.1 Introducing the measurers 101 6.1.1 Why do we need QA and QC? 101 6.1.2 Just measurers or also improvers of quality? 102 6.1.3 Defect prevention 103 6.1.4 The Hawthorne effect 105 6.2 Who could be in this group? 106 6.3 Quality viewpoint 106 6.4 Quality framework using the EFQM Excellence Model 113 6.4.1 The EFQM Excellence Model and the measurers 113 6.4.2 EFQM Excellence Model enablers for the measurers 114 6.4.3 EFQM Excellence Model results for the measurers 123 6.5 Communication between the measurers and other groups 125 6.6 Summary of the group 128 References 129 Selected bibliography 129 7 Roles and Quality: Supporters .......131 7.1 Introducing the supporters 131 7.2 Who could be in this group? 133 7.3 Quality viewpoint 134 7.4 Quality framework using the EFQM Excellence Model 136 7.4.1 The EFQM Excellence Model and the supporter 136 7.4.2 Enablers for the supporters 138 7.4.3 Results for the supporters 143 7.5 Communication between supporters and other groups 146 7.6 Summary of the group 147 x Contents 7.7 Summary of all the groups 148 References 150 Selected bibliography 151 8 The Life Span of a Software System .....153 8.1 Life span or life cycle? 153 8.1.1 Start-up 155 8.1.2 Development 155 8.1.3 Delivery 156 8.1.4 Postdelivery 156 8.2 Entry and exit criteria between stages 157 8.3 Changes in quality viewpoints across the life span of a system 158 References 159 9 Start-Up for a Software-Development Project . 161 9.1 Start-up—description 161 9.2 Start-up viewpoints 163 9.3 Entry criteria for start-up 164 9.4 Start-up—typical activities 165 9.4.1 Understanding the problem/idea 165 9.4.2 Decide whether the problem/idea is worth solving 168 9.4.3 Set general constraints and parameters for the solution 170 9.4.4 Agree on next stage 170 9.4.5 Contract for work 171 9.5 Exit from start-up stage 178 References 179 Selected bibliography 180 10 Software-Development Life Cycle ......181 10.1 Software-development life cycle—description 181 10.1.1 Types of software acquisition project 182 10.1.2 Identifying the software products 183 10.1.3 SDLC task summary 183 10.2 SDLC viewpoints 184 10.3 Entry criteria for SDLC 186 10.3.1 Entry criteria following a detailed start-up 186 10.3.2 When no entry criteria have been defined 187 10.3.3 When entry criteria have not been met 187 10.3.4 Tailoring entry criteria 189 10.3.5 When no start-up stage took place 190 Contents xi 10.4 SDLC—typical