Quality Concepts

Quality Concepts

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Quality Concepts

Objective
To be able to understand the meaning of
quality and the major concepts and
practices of quality.

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Quality Concepts

Scope
 What is Quality
 Evolution of Quality
 Quality Philosophies and Definitions
 Quality Assurance Vs Quality Control
 Total Quality Management
 Cost of Quality
 What does Software Quality Assurance
encompass
 Why Quality Assurance

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Quality Concepts

What is Quality
 Traditionally quality has been defined as
conformance to specifications.
 Quality is also synonymous with customer
satisfaction.
 Thus, a good product meets all the stated
and implied needs of the customer.

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Quality Concepts

Why Quality
 With the globalisation of the market and
highly competitive nature of businesses,
what distinguishes one supplier from
another is the quality of its products.
 An effective quality system leads to
increased productivity and reduced costs.
 Quality makes essential contributions
toward the financial performance of the
company.

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Quality Concepts

Evolution of Quality
 Quality by standard
 Quality by use
 Quality by cost
 Quality by latent requirement

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Quality Concepts

Evolution of Quality

Quality by Standard 1950s

Quality by Use 1960s

Quality by Cost 1970s

Quality by Latent Requirement

1980s

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Quality Concepts

Quality by standard
 It evaluates whether a product is up to the
standard as prescribed by the manual or
described by the specifications.

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Quality Concepts

Quality by use
 It evaluates the product by its ability to
satisfy market needs.
 The market has the focus.

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Quality Concepts

Quality by cost
 This means high quality at low cost.
 Quality was now built into the products
rather than being inspected in. This meant
better quality at a lower cost.

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Quality Concepts

Quality by latent requirement

 This requires meeting customer needs
before the demand for it comes up in the
market.

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Quality Concepts

Quality Philosophies and Definitions

 W Edward Deming –
“The consumer is the most important part of
the production line. Quality has meaning
only in terms of the customer, his needs,
what he is going to use it for. Quality can be
improved only with a system of
improvement.”

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Quality Concepts

Deming’s 14 points of Management

 Create constancy of purpose toward
improvement of product or service
 Adopt the new philosophy
 Cease dependence on inspection to achieve
quality
 End the practice of awarding business on the
basis of price tag
 Improve constantly and forever the system of
production and service process

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Quality Concepts

Deming’s 14 points of Management

 Institute on the job training
 Institute leadership
 Drive out fear
 Break down barriers between departments
 Eliminate slogans, posters and numerical
goals

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Quality Concepts

Deming’s 14 points of Management

 Eliminate work standards or quotas
 Remove the barriers to pride of
workmanship
 Institute a programme of education and
self improvement
 Action plan to accomplish the
transformation

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Quality Concepts

Joseph Juran - “Fitness for use”

 He propounded the concept of Quality

Trilogy: Planning, Control and
Improvement.

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Quality Concepts

Philip. C. Crosby – Four Absolutes of Quality.

 Definition – Definition of quality being

conformance to requirements.
 System – The system of quality needs to be
prevention based.
 Measurement – The cost of quality needs to
be measured in terms of failure.
 Performance standard – Zero defects:
anything else misses the point.
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Quality Concepts

Xerox Corporation
“Quality means providing our internal and
external customers with innovative
products and services that fully satisfy
their requirements.”

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Quality Concepts

ISO Standards
“The totality of features and characteristics
of a product or service that bears on it’s
ability to meet a stated and implied need.”

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Quality Concepts

Mahatma Gandhi’s philosophy

“A customer is the most important visitor on our
premises.
He is not dependent on us. We are dependent on
him. He is not an interruption on our work. He is
the purpose of it.
He is not an outsider to our business. He is a part
of it. We are not doing a favour by serving him.
He is doing a favour by giving us an opportunity
to do so."

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Quality Concepts

Quality Assurance Vs Quality Control

 Quality control is product oriented
whereas quality assurance is process
oriented.
 Quality assurance is about the work
process, quality control is about the work
product.

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Quality Concepts

Quality Control
 Quality control consists of activities that verify
whether or not the product meets standards.
 It identifies defects with the primary purpose of
correcting defects.
 The direct result of these activities is changes to
the process.
 The output of quality control activities is often
the input to quality assurance activities.

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Quality Concepts

Quality Assurance
 It consists of activities that establishes and
evaluates processes, which produce the products.
 It measures the processes to identify weakness in
the process and then correct the weakness to
continually improve the process.
 It evaluates whether or not quality control is
working for the primary purpose of determining
if there is a weakness in the process.

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Quality Concepts

Total Quality Management

 Total Quality Management is the
management approach of an organization,
centred on quality, based on the
participation of all its members and aiming
at long-term success through customer
satisfaction, and benefits to the members of
the organization and to society.

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Quality Concepts

Total Quality Management

Processes

Customer
Focus

TQM
activities

Continuous Total
improvement Participation

Tools and
Techniques Infrastructure

Fig. 1.3 – Areas of concepts in TQM philosophy

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Quality Concepts

Customer Focus
what the customer says he wants

iceberg
what the customer really wants

Fig. 1.4

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Continuous Improvement

P D
Plan Do
Higher
A C
quality
Act Check

Fig. 1.5 – PDCA Cycle

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Quality Concepts

Total Participation
 Everyone in an organization must be actively
involved in customer satisfaction and continuous
improvement
 Teams and team work is a fundamental
component of the way TQM organizes work The
success of a TQM system will depend on the
degree of commitment by the top management
 The success of a TQM system will depend on the
degree of commitment by the top management

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Quality Concepts

Cost of Quality
 Quality costs are those incurred by an
organization in ensuring that the products
or services satisfy the customer.
 This is the only performance measurement
of a quality system.

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Quality Concepts

Cost of Quality
 Cost benefits of detecting errors early than repairing it later in
the lifecycle of a software product.

Detection of errors in the stages-

Requirements
Cost of Correction

Design / Code

Systems / Integration
Test

Fig. 1.6
Product Service

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Quality Concepts

Cost of Quality
 Total Quality Cost = Cost of Prevention +
Cost of Appraisal + Cost of Failure

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Quality Concepts

Cost of Quality

appraisal
external 26%
failure
37%

prevention
7%

internal
failure
30%

Fig. 1.7

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Quality Concepts

What does Software Quality Assurance encompass?

 Software quality assurance involves the entire

software development process.
 It is a planned and systematic approach to the
evaluation of and adherence to software product
standards, processes and procedures.

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Quality Concepts

Software Quality Assurance

 SQA includes the process of assuring that
standards and processes are established
and are followed throughout the software
life cycle.
 SQA monitors to make sure that the
standards and procedures set for all core
and supporting activities of software
development is adhered to.

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Quality Concepts

Why Quality Assurance?

 Benefits to the individual
 Benefits to the organization

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Quality Concepts

Summary
 Quality - Conformance to specifications and
Customer satisfaction.
 Evolution of Quality Concepts:
• Quality by Standard
• Quality by Use
• Quality by Cost
• Quality by Latent Requirement
 Quality Control consists of activities, which
verifies whether or not the product meets
standards

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Quality Concepts

Summary
 Quality Assurance consists of activities,
which establishes and evaluates processes,
which produce the products.
 Concepts common to TQM practices:
• Customer Focus
• Continuous Improvement
• Total Participation

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Quality Concepts

Summary
 Total Quality Cost = Cost of Prevention +
Cost of Appraisal + Cost of Failure
 Software Quality Assurance can be defined
as a planned and systematic approach to
the evaluation of and adherence to
software product standards, processes and
procedures.

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