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SOFTWARE QUALITY MANAGEMENT PROCESSES

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10 years of investment in Software Development Methodologies based on quality principles ... Customer Relationship Management (customer database 'mining' ... – PowerPoint PPT presentation

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Title: SOFTWARE QUALITY MANAGEMENT PROCESSES


1
SOFTWARE QUALITY MANAGEMENT PROCESSES
  • The experience of
  • SINGULAR SOFTWARE S.A.

Yannis Charalabidis, Deputy General Manager
2
Our Quality Journey
  • 10 years of investment in Software Development
    Methodologies based on quality principles
  • 1995 Establishment of a formal quality
    management system, according to the International
    Standard ISO 90011994
  • 1997 Certification of our QMS according to ISO
    90011994 and the Tick IT Guide
  • 2002 Certification of our QMS according to ISO
    90012000 and the Tick IT Guide
  • for the
  • Analysis, Design, Development, Marketing and
    Direct and Indirect Sales of Software Products
    and Solutions. Provision of Installation,
    Implementation, Training, Support and
    Maintenance, Consulting and Project Management
    Services for Information Technology Projects

3
Singular Quality Management System
ORGANIZATIONAL QUALITY MANAGEMENT PROCESSES
SOFTWARE PRODUCT DEVELOPMENT PROCESSES
SOFTWARE SUPPORT SERVICES PROCESSES
MARKETING AND SALES PROCESSES
SUPPORTING PROCESSES
4
Software Product Development Processes
  • Overall Product Development Procedures
    (life-cycle)
  • Quality Plans for Product Development Projects
  • Requirements capturing and analysis methodology
    (UML)
  • Review methodology
  • Technical Standards for design and coding
  • Testing Procedure (managed, automated, embedded)
  • Metrics (Function Points - driven)
  • CASE, Requirements Management, Testing, Project
    Management Tools

5
Software Support Services Processes
  • Customer Relationship Management System
    (Customers, Products, Contracts, Channel,
    Consultants, Sales, etc)
  • Support Services Standardisation
  • Installation
  • Implementation
  • Training
  • Project Management Methodology
  • Maintenance Services
  • Change Management for customers requests
  • Support Metrics

6
Marketing Sales Processes
  • Marketing Plans, per product
  • Customer Relationship Management (customer
    database mining)
  • Customer Satisfaction / Channel Satisfactions
    Surveys
  • Marketing, presales and sales activities
    supported by a set of standardized procedures and
    supporting tools

7
Supporting Processes
  • Human Resource Management
  • Skill management
  • Training management
  • RRR descriptions per employee
  • Purchases Management
  • Purchasing procedure
  • Evaluation of suppliers and subcontractors
  • Proper approval workflow
  • Financial / MIS procedures and data
  • Overall Metrics (KPIs) and Planning

8
Quality Management Processes
  • Annual Management Review of the QMS
  • Quality Policy and Quality Objectives
  • Internal Quality Audits
  • Employees participation with improvement ideas
  • Relating Quality Objectives with Overall Plan of
    the Company

9
New Quality Standard ISO 90012000
Continual Improvement of the quality management
system
Customers
Management responsibility
Customers Satisfaction
Measurement, analysis and improvement
Resources Management
Product realization
Product
Input
Requirements
Output
Value-adding activities
Information Flow
Source ISO 90012000
10
Where the new standard guides us
  • Process approach
  • Emphasis on Measurement, Analysis and Improvement
  • Emphasis on quantitative quality goals
  • Emphasis on Continuous Improvement
  • Measurement of Effectiveness Metrics Metrics
    - Metrics
  • Relation between Quality and Sustainable Profit
  • Our quality journey has started (10 years), but
    there are still a lot to be done.

11
SOFTWARE QUALITY MANAGEMENT PROCESSES
  • The experience of
  • SINGULAR SOFTWARE S.A.

Yannis Charalabidis, Deputy General Manager
12
Software Product Development Processes
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