Quality

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Sup­port trans­la­tion: http://amzn.to/1Z7d5oc
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Qual­ity
Qual­ity in IT
1 Qual­ity of ser­vices and qual­ity of man­age­ment are con­sidered as two of the most import­ant factors in the suc­cess of organ­iz­a­tions.
2 Qual­ity is about meet­ing the cli­ent expect­a­tions. Meet­ing such expect­a­tions meet­ing under­stand­ing your cus­tom­ers needs and what, where when and how they expect you to deliv­er that ser­vice.
2 It can help in not only provid­ing a bet­ter and more timely ser­vice but also through data min­ing and decision-sup­port sys­tems to detect new trends in cli­ent expect­a­tions.
3 Cer­tainly cus­tom­ers want to be bet­ter informed.
Soft­ware qual­ity attrib­utes
4 Effect­ive­ness
5 Usab­il­ity
6 Effi­ciency
7 Reli­ab­il­ity
8 Under­stand­ab­il­ity
9 Modi­fi­ab­il­ity
10 Test­abil­ity
TQM in IT
11 Total Qual­ity Man­age­ment (TQM) is about cre­at­ing a firm found­a­tion in which qual­ity exists as an in built factor in our pro­cesses. 12 Its ingredi­ents are:
o Meet­ing cus­tom­er expect­a­tions through a cus­tom­er focus
o Con­tinu­ous improve­ment of the IS sys­tems devel­op­ment and main­ten­ance
o Organ­iz­a­tion wide qual­ity own­er­ship
o Good qual­ity meas­ures known as soft­ware met­rics
Meet­ing cus­tom­er expect­a­tions in IT — Prob­lems
13 Unfor­tu­nately IT sys­tems have a long tra­di­tion of being full of errors, of not being user friendly, of being dif­fi­cult to imple­ment, of hav­ing a dif­fi­cult learn­ing curve, of lack­ing prop­er doc­u­ment­a­tion, of work­ing in a way which is dif­fer­ent than what the manu­al says.
14 IT sys­tems have also been cri­ti­cised for requir­ing con­stant upgrades, for not achiev­ing stated per­form­ance levels, of being secur­ity threats, for being incom­pat­ible with exist­ing equip­ment.
15 IT is the only pro­duct where a mil­lion pound pack­age might have a dis­claim­er stat­ing that the sup­pli­er will only be liable cost of the medi­um on which the soft­ware is recor­ded. A few dol­lars at most !!!!
IS con­tri­bu­tion to qual­ity
16 Sim­pli­fy­ing the ser­vice pro­cess and the ser­vice provided 17 Bench­mark­ing and ana­lys­is of ser­vices provided 18 Reduc­tion of turn­around time 19 Improve­ment in the qual­ity and pre­ci­sion of products and ser­vices provided 20 Bet­ter tail­or­ing of ser­vice to the needs of the indi­vidu­al cus­tom­er 21 Bet­ter cus­tom­er inform­a­tion on products and ser­vices 22 Easi­er access to ser­vices through the inter­net
Meet­ing qual­ity cri­ter­ia in IT
23 It is import­ant that the whole IS life cycle is gov­erned by a qual­ity plan 24 Qual­ity in IT is gov­erned by the ISO9002 and TICKIT stand­ards. 25 Qual­ity can only exist if there is a qual­ity poli­cy and well doc­u­mented qual­ity
man­age­ment sys­tem for this poli­cy. 26 In IT qual­ity has to be looked at from three per­spect­ives namely the tech­nic­al, busi­ness and admin­is­trat­ive as well as the user point of view
27 Qual­ity in IT is man­aged mainly by user and busi­ness man­ager involve­ment in all stages of devel­op­ment, by reg­u­lar pro­duct and oper­a­tions review as well as by audit­ing IT sys­tems.
Meet­ing qual­ity cri­ter­ia in IT
28 A good pro­ject man­age­ment meth­od­o­logy 29 Reg­u­lar qual­ity reviews 30 Exhaust­ive test­ing of sys­tems 31 Keep­ing of a qual­ity file and a detailed devel­op­ment and oper­a­tions log 32 Reg­u­lar audit­ing of data­bases, pro­ced­ures and post-imple­ment­a­tion reviews 33 Prop­er change man­age­ment 34 IT train­ing at all levels
Some oper­a­tion­al qual­ity meas­ures
35 The time to access a required item of inform­a­tion
36 How up to date is access­ible inform­a­tion
37 The com­plex­ity of nav­ig­at­ing the user inter­face to per­form a required
oper­a­tion
38 The time it takes a new employ­ee to learn how to use the sys­tem
39 How con­sist­ent is the sys­tem in provid­ing a cus­tom­er ser­vice
40 The per­cent­age of time a sys­tem is avail­able to cli­ents
Some oper­a­tion­al qual­ity meas­ures
41 The num­ber of errors in IS and the time required to fix 42 The num­ber of user quer­ies which the sys­tem has not been able to answer 43 The rat­ing which cli­ents give to the sys­tem 44 The use of inform­a­tion by oth­er func­tion­al units
The fish­bone dia­gram
45 This sim­ple dia­gram is a use­ful sim­ple tool to improve qual­ity by identi­fy­ing the causes of cus­tom­er prob­lems.

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Appoġġ traduzz­joni: http://amzn.to/1Z7d5oc
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kwal­ità
Kwal­ità fl-IT
1 Kwal­ità tas-ser­vizzi u l-kwal­ità tal-ġest­joni huma kkun­sidrati bħala tne­jn mill-aktar fat­turi import­anti fis-suċċess ta l-organizza­zz­jon­iji­et.
2 Kwal­ità hija dwar laqgħa l-aspettat­tivi tal-klijenti. Laqgħa bħal din aspettat­tivi laqgħa fehim ħtiġiji­et tal-klijenti tiegħek u liema, fejn meta u kif dawn jisten­new li inti tagħti dan is-ser­vizz.
2. Dan jista jgħin fil mhux biss jip­prov­du ser­vizz aħjar u aktar f’waqtu iżda wkoll per­mezz ta’ sis­temi tal-minjieri tad-data u ta appoġġ deċiż­joni li josser­va tenden­zi ġod­da fil aspettat­tivi tal-klijenti.
3. Ċer­ta­ment klijenti jridu jkunu inform­ati aħjar.
attributi ta kwal­ità soft­wer
4 Effet­tiv­ità
5 Usab­il­ity
6 Effiċjen­za
7 Affid­ab­il­ità
8 leġib­il­ità
9 Modi­fi­ab­il­ity
10 Test­abil­ity
TQM fl-IT
11 Total Qual­ity Man­age­ment (TQM) huwa dwar il-ħolqi­en sis­i­en sodi fejn teżisti kwal­ità bħala fil-fat­tur mib­n­i­ja fil-proċessi tagħna. 12 ingred­jenti tiegħu huma:
o aspettat­tivi tal-klijenti Laqgħa per­mezz ta fok­us klijent
o Titjib kontin­wu ta l-iżvi­lupp sis­temi IS u l-manuten­z­joni
o Organizza­zz­joni sjieda kwal­ità wies­għa
o miżuri ta kwal­ità tajba magħru­fa bħala met­riċi soft­wer
Jilħqu l-aspettat­tivi tal-klijenti fl-IT — Prob­lemi
13 Sfor­tu­nata­ment sis­temi tal-IT għand­hom tradizz­joni twila li sħiħa ta żbalji, li ma jkunx faċli għall-utent, li jkun dif­fiċli biex tiġi impli­mentata, li jkoll­hom kur­va tat-tagħlim dif­fiċli, ta’ nuqqas ta dok­u­mentazz­joni xier­qa, ta’ xogħol b’mod li huwa dif­fer­enti minn dak li l-man­wal jgħid.
14 Is-sis­temi tal-IT kienu wkoll ikkritikat għall teħtieġ titjib kostanti, għal mhux jinkisbu liv­el­li ta prestazz­joni ddikjar­ati, ta’ thed­did għas-sig­urtà jkunu, tal­li inkom­pat­ib­bli ma tagħmir eżist­enti.
15 Huwa l-uniku pro­dott fejn pakkett miljun lira jista jkoll­hom riżer­va li tis­peċi­fika li l-for­nitur se tkun biss ispiża responsab­bli mill-mezz li fuqu l-soft­ware huwa rreġis­trat. A ftit dol­lari aktar l-aktar !!!!
IS-kon­tribut għall-kwal­ità
16 Is-sem­pli­fikazz­joni tal-proċess tas-ser­vizz u s-ser­vizz ipprov­dut 17 Bench­mark­ing u analiżi tas-ser­vizzi pprov­duti 18 Tnaqqis ta ħin tib­dil 19 Titjib fil-kwal­ità u l-preċiż­joni tal-pro­dot­ti u s-ser­vizzi pprov­duti 20 tif­sil aħjar ta’ ser­vizz lill-ħtiġiji­et tal-klijent indi­vid­wali 21 inform­azz­joni lill-klijent aħjar dwar aċċess pro­dot­ti u ser­vizzi 22 eħfef għas-ser­vizzi per­mezz tal-inter­net
Laqgħa kriterji ta kwal­ità fl-IT
23 Huwa import­anti li l-sħiħ IS ċiklu tal-ħaj­ja huwa rregolat minn pjan kwal­ità 24 tal-Kwal­ità fl-IT hija rregolata mill-ISO9002 u l-istand­ards TICKIT. 25 Kwal­ità tista teżisti biss jekk ikun hemm politika ta’ kwal­ità u ta kwal­ità dok­u­ment­at tajjeb
sis­tema ta ġest­joni għal din il-politika. 26 Fil-kwal­ità irid jiġi analizzat minn tli­et per­s­pet­tivi jiġi­fieri l-aspet­ti tekniċi, kum­mer­ċ­jali u ammin­is­trat­tivi kif ukoll il-punt utent ta opin­joni
27 Kwal­ità fl-IT huwa mmexxi prinċip­al­ment mill-utent u l-man­iġer tan-negozju invol­vi­ment fl-istadji koll­ha ta żvi­lupp, skond il-pro­dott regolari u operazz­jon­iji­et ta’ reviż­joni kif ukoll mis-sis­temi tal-IT ta veri­fika.
Laqgħa kriterji ta kwal­ità fl-IT
28 A ġest­joni tajba tal-proġett met­o­d­o­loġi­ja 29 kwal­ità regolari jir­re­vedi 30 testjar eżawr­jenti tas-sis­temi 31 Żam­ma ta fajl ta’ kwal­ità u ta żvi­lupp iddettal­jat u log operazz­jon­ali 32 veri­fika regolari ta’ data­bases, proċed­uri u wara l-impli­mentazz­joni reviż­jon­iji­et 33 ġest­joni ta tib­dil ta’ taħriġ xier­qa 34 IT fil-liv­el­li koll­ha
Xi miżuri ta kwal­ità operazz­jon­ali
35. Il-ħin għall-aċċess oġġett meħtieġ ta inform­azz­joni
36. Kif aġġor­nata hija inform­azz­joni aċċess­ib­bli
37. Il-kump­lessità tal-nav­igazz­joni tal-user inter­face li jwettaq meħtieġa
operazz­joni
38. Il-ħin li tieħu impjeg­at ġdid biex jit­għall­mu kif jużaw is-sis­tema
39. Kif kon­sist­enti hija s-sis­tema biex jip­prov­du ser­vizz tal-klijent
40. Il-per­ċent­wal ta ħin ta’ sis­tema hija dispon­ib­bli għall-klijenti
Xi miżuri ta kwal­ità operazz­jon­ali
41. In-num­ru ta żbalji fil-IS u l-ħin meħtieġ biex jiff­is­saw 42 L-għadd ta’ mis­toqsiji­et tal-utenti li s-sis­tema ma kinitx kapaċi twieġeb 43 Il-klas­si­fikazz­joni li l-klijenti jagħtu lis-sis­tema 44 L-użu ta inform­azz­joni minn unitaji­et fun­z­jon­ali oħra
Id-dijagram­ma fish­bone
45. Din id-dijagram­ma sem­pliċi hija għod­da sem­pliċi utli biex ite­jbu l-kwal­ità bil­li jiġu iden­ti­fikati l-kawżi tal-prob­lemi klijent.

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