2. 2

3. Testing….Quality…Customers!
Test Camp, 1st Edition, Iasi, 2013

4. Agenda


Do you think 99% “free-of-defects” is sufficient?
What is Quality? Quality Assurance and Testing - working
together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?
4

5. Do you think 99% “free-of-defects” is
sufficient?

500 wrong surgical operations per week

16.000 lost articles of mail every hour

22.000 checks from wrong accounts per hour

50 babies dropped by a doctor each day

2 failed landings everyday at each major airport

No electricity for 2 hours each month
5

6. Agenda


Do you think 99% “free-of-defects” is sufficient?
What is Quality? Quality Assurance and Testing - working
together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?
6

7. What is Quality?
Quality is
fitness for use
… the product/service
does what is intended
to do.
Quality is meeting
customer
expectations
…the customer defines
quality.
Quality is exceeding
customer
expectations
Quality is the extent to which
customers believe the
product/service surpasses their
needs and expectations.
…the customer perceives the
quality of a
product/service.
Quality is delighting the customer !
7

8. In other words…quality means:
Conformance to:

explicitly stated functional requirements (customer
requirements)

performance requirements

explicitly documented development standards

implicit characteristics
8

9. Movie time

Evolution of Quality.
9

10. Quality assurance
Quality Assurance (1)
All the planned and systematic activities implemented within the
quality system, and demonstrated as needed, to provide adequate
confidence that an entity (project, organization, …) will fulfill
requirements for quality.
Source: DIN EN ISO 8402
Quality Assurance (2)
A set of activities designed to ensure that the development process
is adequate and that the system will meet its objectives
Source: www.mosaicinc.com
10

11. In other words…quality assurance means:

Detection and Prevention of defects before delivering to
customer, by performing:






Testing
Reviews
Metrics
Root Cause Analysis
Lessons Learned
Audits
11

12. Quality Assurance and Testing: working
together for the customer.
"Testing is a process centered around
the goal of finding defects in a system.“
[IEEE 829 Definition].
12

13. Quality Assurance and Testing: working
together for the customer.

Testing is the main pillar in assuring
quality of a product/service.
Why? Let’s discuss….
13

14. What happens if there is no quality?
90% of customers who are not satisfied by the quality of the product will
avoid this product the next time.
14

15. Agenda


Do you think 99% “free-of-defects” is sufficient?
What is Quality? Quality Assurance and Testing - working
together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?
15

16. What happens if there is no quality?
16

17. What happens if there is no quality?
Only 4% of dissatisfied customers
complain – the others just leave…
17

18. What happens if there is no quality?

internal rework




un-planned SW bug fix loops
un-planned HW loops (most costly)
production rework/scrap
add. costs (Business Trips, new tools etc.)

team disappointment

team de-motivation

loss of department prestige inside the Company

loss of company prestige in front of the Client

loss of portfolio share in favor of our competitors

Recalls/callback of products
...this means a lot of € which fly away from our pockets.
18

19. Movie time

The Cost of Poor Quality_extract
19

20. Agenda


Do you think 99% “free-of-defects” is sufficient?
What is Quality? Quality Assurance and Testing - working
together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?
20

21. WRONG QUESTION !!!
21

22. Where can I get quality?

Quality has to be built in inside the product during
development:

quality has to become an organizational goal:



quality has to be planned (PDCA cycle):


quality policy
customer oriented organizations
strategies (plans) for quality assurance measures are created: plans for
Testing, for Reviews, for Audits etc.
“quality has to be caused and not controlled”
22

23. Where can I get quality?

Quality does not depend on the tool, it
depends on you.
23

24. PDCA
24

25. PDCA for… kitchen.
25

26. PDCA for … testing.

define testing strategy (what, when, who, how):
 what:




when:



establish what you test against
module/integration/validation testing
define coverage targets, other targets (budget, timing)
correlate the need with the release content,
start early enough
who: nominate which person tests what
how: choose the correct testing methods to derive the tests,
implement traceability towards requirements
create planning (tasks, deadlines, responsibles, agree planning with
other stakeholders)


26

27. PDCA for … testing.

set-up test environment as required

develop testcases according to defined strategy

run testcases by taking into consideration:


defined targets
test environment
27

28. PDCA for … testing.

check if targets were achieved:


coverage targets (e.g. requirements coverage, automation
degree etc.)
timing, budget deviations
28

29. PDCA for … testing.

if targets are not achieved, react:



more man power
additional equipments
escalate to next level of management
29

30. Agenda


Do you think 99% “free-of-defects” is sufficient?
What is Quality? Quality Assurance and Testing - working
together for the customer.

What happens if there is no quality?

Where can I get quality?

What is my part?
30

31. What is my part?

Involve yourself (be a role model).

Improve your products/services continually
(lessons learned).

Satisfy your internal and external customers.

Remember: Plan, Do, Check, Act.
31

32. Thank you !