IT项目管理质量管理(第八章)

Chapter8:

ProjectQualityManagementTheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?Planning

QualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement3TheImportanceofProjectQualityManagementManypeoplejokeaboutthepoorqualityofITproductsPeopleseemtoacceptsystemsbeingdownoccasionallyorneedingtoreboottheirPCs.ButqualityisveryimportantinmanyITprojectsTheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?Planning

QualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement5WhatIsProjectQualityManagement?WhatIsQualityTheInternationalOrganizationforStandardization(ISO)definesqualityas“thedegreetowhichasetofinherentcharacteristicsfulfilsrequirements”(ISO9000:2000).Otherexpertsdefinequalitybasedon:Conformancetorequirements:Theproject’sprocessesandproductsmeetwrittenspecifications.Fitnessforuse:Aproductcanbeusedasitwasintended.Notonlyfocusmeetingthewrittenrequirements,butalsothestakeholder,especiallythemaincustomer’sneedsandexpectationsfortheproject.6ProjectQualityManagement?Projectqualitymanagementensuresthattheprojectwillsatisfytheneedsforwhichitwasundertaken.Processesinclude:Planningqualitymanagement:Identifyingwhichqualitystandardsarerelevanttotheprojectandhowtosatisfythem;ametricisastandardofmeasurementPerformingqualityassurance:Periodicallyevaluatingoverallprojectperformancetoensuretheprojectwillsatisfytherelevantqualitystandards.Performingqualitycontrol:Monitoringspecificprojectresultstoensurethattheycomplywiththerelevantqualitystandards.7ProjectqualitymanagementsummaryTheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?PlanningQualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement9PlanningQualityQualityplanningimpliestheabilitytoanticipatesituationsandprepareactionstobringaboutthedesiredoutcome.Thecurrentthrustinmodemqualitymanagementisthepreventionofdefects.Importanttopreventdefectsby:Selectingpropermaterials.Trainingandindoctrinatingpeopleinquality.Planningaprocessthatensurestheappropriateoutcome.10ScopeAspectsofITProjectsFunctionalityisthedegreetowhichasystemperformsitsintendedfunction.Featuresarethesystem’sspecialcharacteristicsthatappealtousers.System

outputsarethescreensandreportsthesystemgenerates.Performanceaddresseshowwellaproductorserviceperformsthecustomer’sintendeduse.Reliabilityistheabilityofaproductorservicetoperformasexpectedundernormalconditions.Maintainabilityaddressestheeaseofperformingmaintenanceonaproduct.TheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?PlanningQualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement12QualityAssuranceQualityassuranceincludesalltheactivitiesrelatedtosatisfyingtherelevantqualitystandardsforaproject.Anothergoalofqualityassuranceiscontinuousqualityimprovement.ToolsusedinqualityassuranceBenchmarkinggeneratesideasforqualityimprovementsbycomparingspecificprojectpracticesorproductcharacteristicstothoseofotherprojectsorproductswithinoroutsidetheperformingorganization.Aqualityauditisastructuredreviewofspecificqualitymanagementactivitiesthathelpidentifylessonslearnedthatcouldimproveperformanceoncurrentorfutureprojects.TheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?PlanningQualityPerformingQualityAssurancePerformingQualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement14PerformingQualityControlThemainoutputsofqualitycontrolare:AcceptancedecisionsReworkProcessadjustmentsTheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?Planning

QualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement16ToolsandTechniquesforQualityControlSeventoolsCause-and-effectdiagramsControlchartsChecksheetScatterdiagramHistogramsParetochartsFlowchartsStatisticalsamplingSixSigmaTesting17SampleFishboneorIshikawaDiagram18SampleQualityControlChart19SampleParetoDiagram20TestingManyITprofessionalsthinkoftestingasastagethatcomesneartheendofITproductdevelopment.TestingshouldbedoneduringalmosteveryphaseoftheITproductdevelopmentlifecycle.21TestingTasksintheSoftwareDevelopmentLifeCycle22TypesofTestsUnittestingtestseachindividualcomponent(oftenaprogram)toensureitisasdefect-freeaspossible.Integrationtestingoccursbetweenunitandsystemtestingtotestfunctionallygroupedcomponents.Systemtestingteststheentiresystemasoneentity.Useracceptancetestingisanindependenttestperformedbyenduserspriortoacceptingthedeliveredsystem.23GanttChartforBuildingTestingintoaSystemsDevelopmentProjectPlan24TestingAloneIsNotEnoughWattsS.Humphrey,arenownedexpertonsoftwarequality,definesasoftwaredefectasanythingthatmustbechangedbeforedeliveryoftheprogram.Testingdoesnotsufficientlypreventsoftwaredefectsbecause:Thenumberofwaystotestacomplexsystemishuge.Userswillcontinuetoinventnewwaystouseasystemthatitsdevelopersneverconsidered.Humphreysuggeststhatpeoplerethinkthesoftwaredevelopmentprocesstoprovidenopotentialdefectswhenyouentersystemtesting;developersmustberesponsibleforprovidingerror-freecodeateachstageoftesting.TheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?Planning

QualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement26ModernQualityManagementModernqualitymanagement:Requirescustomersatisfaction.Preferspreventiontoinspection.Recognizesmanagementresponsibilityforquality.Noteworthyqualityexpertsinclude:Deming,whowasfamousforhisworkinrebuildingJapanandhis14PointsforManagementJuran,whowrotetheQualityControlHandbookandtenstepstoqualityimprovement.Crosby,whowroteQualityisFreeandsuggestedthatorganizationsstriveforzerodefects.Ishikawa,whodevelopedtheconceptsofqualitycirclesandfishbonediagrams.Taguchi,whodevelopedmethodsforoptimizingtheprocessofengineeringexperimentation.Feigenbaum,whodevelopedtheconceptoftotalqualitycontrol.TheImportanceofProjectQualityManagementWhatIsProjectQualityManagement?Planning

QualityPerformingQualityAssurancePerforming

QualityControlToolsandTechniquesforQualityControlModernQualityManagementImprovingITProjectQualityUsingSoftwaretoAssistinProjectQualityManagementChapter8:

ProjectQualityManagement28ImprovingInformationTechnologyProjectQualitySeveralsuggestionsforimprovingqualityforITprojectsinclude:Establishleadershipthatpromotesquality.Understandthecostofquality.Focusonorganizationalinfluencesandworkplacefactorsthataffectquality.Followmaturitymodels.29LeadershipAsJosephM.Juransaidin1945,“Itismostimportantthattopmanagementbequality-minded.Intheabsenceofsinceremanifestationofinterestatthetop,littlewillhappenbelow.”Alargepercentageofqualityproblemsareassociatedwithmanagement,nottechnicalissues.30TheCostofQualityThecostofqualityisthecostofconformanceplusthecostofnonconformance.Conformancemeansdeliveringproductsthatmeetrequirementsandfitnessforuse.Costofnonconformancemeanstakingresponsibilityforfailuresornotmeetingqualityexpectations.AstudyreportedthatsoftwarebugscosttheU.S.economy$59.6billioneachyearandthatonethirdofthebugscouldbeeliminatedbyanimprovedtestinginfrastructure31FiveCostCategoriesRelatedtoQualityPreventioncost:Costofplanningandexecutingaprojectsoitiserror-freeorwithinanacceptableerrorrange.Appraisalcost:Costofevaluatingprocessesandtheiroutputstoensurequality.Internalfailurecost:Costincurredtocorrectanidentifieddefectbeforethecustomerreceivestheproduct.Externalfailurecost:Costthatrelatestoallerrorsnotdetectedandcorrectedbeforedeliverytothecustomer.Measurementandtestequipmentcosts:Capitalcostofequipmentusedtoperformpreventionandappraisalactivities.32OrganizationalInfluences,WorkplaceFactors,andQualityStudybyDeMarcoandListershowedthatorganizationalissueshadamuchgreaterinfluenceonprogrammerproductivitythanthetechnicalenvironmentorprogramminglanguages.Programmerproductivityvariedbyafactorofonetotenacrossorganizations,butonlyby21percentwithinthesameorganization.Studyfoundnocorrelationbetweenproductivityandprogramminglanguage,yearsofexperience,orsalary.Adedicatedworkspaceandaquietworkenvironmentwerekeyfactorstoimprovingprogrammerproductivity.Majorproblemswithworkperformanceandprojectfailuresarenottechnologicalinnature,theyaresociologicalinnature.Minimizingofficepoliticsandgivesmartpeoplephysicalspace,intellectualresponsibility,andstrategicdirection33ExpectationsandCultureDifferenceinQualityProjectmanagersmustunderstandandmanagestakeholderexpectations.Manyaspectsofqualitycanbeclearlydefinedandmeasured,manycannot.Differentprojectsponsors,andotherstakeholdershavedifferentexpectationsaboutvariousaspectsofprojects.It’sveryimportanttounderstandtheseexpectationsandmanageanyconflictsthatmightoccurduetodifferenceinexpectations.Expectationsalsovaryby:Organization’scultureGeographicregions34MaturityModelsMaturitymodelsareframeworksforhelpingorganizationsimprovetheirprocessesandsystems.SoftwareQualityFunctionDeploymentModelfocusesondefininguserrequirementsandplanningsoftwareprojects.CapabilityMaturityModelisafive-levelmodellayingoutagenericpathtoprocessimprovementforsoftwaredevelopmentinorganizations.CapabilityMaturityModelIntegration(CMMI)isreplacingtheolderCMMratingsandaddressessoftwareengineering,systemengineering,andprogrammanagement.CompaniesmaynotgettobidongovernmentprojectsunlesstheyhaveaCMMILevel3.PMI’sMaturityModelPMIreleasedtheOrganizationalProjectManagementMaturityModel(OPM3)inDecember2003.Modelisbasedonmarketresearchsurveyssenttomorethan30,000projectmanagementprofessionalsandincorporates180bestpracticesandmorethan2,400capabilities,outcomes,andkeyperformanceindicators.Addressesstandardsforexcellenceinproject,program,andportfoliomanagementbestpracticesandexplainsthecapabilitiesnecessarytoachievethosebestpractices35MaturityModelsMaturitymodelsareframeworksforhelpingorganizationsimprovetheirprocessesandsystems.SoftwareQualityFunctionDeployment(SQFD)Modelfocusesondefininguserrequirementsandplanningsoftwareprojects.CapabilityMaturityModelisafive-levelmodellayingoutagenericpathtoprocessimprovementforsoftwaredevelopmentinorganizations.CapabilityMaturityModelIntegration(C