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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