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Customer Oriented Software Quality Assurance [Anglais] [Broché]

Frank P. Ginac

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Description de l'ouvrage

19 décembre 1997

This is a comprehensive, practical "How-to" guide for software companies and developers both small and large. The basic premise of the book is that the customer is the ultimate judge of product quality, therefore the customer must be an integral part of the development of the QA program. The reader is walked through the process of developing a QA program starting with understanding the customer's definition of quality and ending with formal process evaluation program, ISO 9000 and SEI CMM.


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Descriptions du produit

Quatrième de couverture


57146-3

Put customer satisfaction at the heart of your success!

Look through the eyes of your customers to find out what they really want from your software.

While management quality programs focus on statistics like percentages of code coverage and errors per thousand lines of code, your customers' quality requirements may be totally overlooked. Of course successful products have to work well, but what exactly does "work well" mean to your customers? Now you can learn how to put your customers at the center of your organization's software quality program.

In an engagingly personal style, Customer Oriented Software Quality Assurance gives you the complete picture, including:

  • Developing a Quality Attributes Set
  • Metrics
  • Testing and evaluation
  • Proactive quality tools
  • Formal appraisal programs

By putting the human face back on quality, this book will help you reach your total goals and build a base of loyal and satisfied customers.


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Commentaires client les plus utiles sur Amazon.com (beta)
Amazon.com: 4.1 étoiles sur 5  9 commentaires
24 internautes sur 25 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 SQA Engineers must read this book. 29 juin 2001
Par Bennett Fonacier - Publié sur Amazon.com
Format:Broché
I have been in the SQA business for 10+ years. I wanted to test my field knowledge by taking a certification. To my surprise, I did not pass the "Brainbench SQA Certification" (from brainbench.com) the first time I took it. Therefore, I wanted to find out what information I was missing. The test site recommended several books from Amazon.com. I choose this book because it seem to the information that I was looking for at a low cost. After reading this book, I was able to retest and pass the Brainbench SQA Certification.
What I like about this book is the basic industry information that an SQA Engineer should know. It is full of information in metrics. As a tester, I know that metrics were important but I did not know where to apply it effectively. It is also provided me some basic information in ISO 9000 and SEI CMM appraisals in customer-focused quality assurance.
I know there are many software organizations out there that have have not read this book. I highly recommend this book or similar basic book for those organizations that want to develop a quality product based on customer orientation.
22 internautes sur 23 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Too basic for the SQA practitioner, but ... 26 janvier 2001
Par Mike Tarrani - Publié sur Amazon.com
Format:Broché|Achat vérifié
I agree with the previous reviewer that this book is a basic primer on software quality assurance. From the perspective of a software quality assurance practitioner I would have rated this book at 3 stars and moved on.
However, this book has much to offer to four domains outside of SQA:
(1) Developers - most developers are woefully unaware of the basics of SQA. They have no idea of the much larger picture and how they fit into the scheme of things in a process that is designed to deliver a quality software product. In fairness to developers they have a daunting task just keeping up with the techniques and technologies that characterize their domain. What this book will do for a developer, particularly one who is working within the context of Extreme Programming (XP), is to provide a foundation for software quality. It also provides an awareness of SEI's capability maturity model (CMM), about which most developers outside of defense-related software organizations probably don't know much. It also gives a good overview of ISO 9000-3 (also known as TickIT).
(2) Testers - software testing and SQA are two vastly different functions. Testing is done to verify and validate software or to break it. In the verification and validation stage testers find the answer to: Did we build the right thing? Did we build it right? This is done in the user acceptance/product test environment. Testers try to break software in the staging/pre-production environment. In this respect testers are the natural enemy of developers. Contrast this with SQA - this function is a process and oversight function that is usually performed at the program management office (PMO) or software engineering process group level. In an ideal world SQA concerns themselves with developing and implementing processes that minimize defects and rework. They work with trends, statistics and other quantitative methods and attempt to answer questions such as: Where in the development life cycle did the defect get introduced? What can we do to the process to prevent it from happening again? This book exposes testers to a brave new world called SQA and shows how they fit into the much larger picture of delivering quality.
(3) Production Services (a.k.a, production support, application support, and a plethora of other names) - this group is on the front line and is comprised of a number of functions, all of which would benefit from this book. The help desk staff will have a clear idea of quality indicators to measure that mean something to both the business and the applications delivery team. For example, while defect density metrics may mean something to the SQA group, it is of less concern to the help desk. On the other hand, the help desk (and tier 2 application support) would find metrics such as defect removal efficiency to me a useful measure. This metric is the ratio of defects found in testing and defects discovered production. This does three things: shows how effective the testing function is, provides a baseline for developer resources needed to fix the problems, and provides an indication of the resources necessary to support an application.
(4) Project manager - here is a succinct resource that shows you where you need to focus your quality efforts during the development life cycle.
I liked the fact that the author resisted the temptation to write a ten pound tome on a subject that could have consumed thousands of pages. At 208 pages it is an easy read, provides a clear picture of SQA for the non-practitioner, and is well suited for the audience that I cited above. Because of my view of the potential audience for this book I felt that it deserved a solid five stars.
3 internautes sur 3 ont trouvé ce commentaire utile 
2.0 étoiles sur 5 Too Little and Too Basic for QA Engineers 27 août 2004
Par K. Smith - Publié sur Amazon.com
Format:Broché
Although this book provides you some basic insights about customer-oriented quality assurance concepts, it offers too little and too primitive basics for someone who want to learn solid software QA basics, processes, methods, and metrics, and standards, and quality systems. It does not provide fundamental

basics for you to learn how to work and perform as a SQA engineer.
2 internautes sur 2 ont trouvé ce commentaire utile 
4.0 étoiles sur 5 A solid, albeit basic, primer 6 décembre 1999
Par Jim Grey - Publié sur Amazon.com
Format:Broché|Achat vérifié
Ginac has written a solid, clearly written introduction to a methodology for driving quality based on customer expectations. This little book explains, at a high level, how to determine customer expectations, build a set of quality attributes that support those expectations, and create metrics that measure compliance with those expectations. Ginac also outlines test methods and development processes, as well as touches on SEI CMM and ISO 9000.
Nothing in this book will shake your boots; its principles are classic. Also, you may wish for greater detail in some chapters. Ginac would have done well to include a broader bibliography of related titles.
4 internautes sur 5 ont trouvé ce commentaire utile 
5.0 étoiles sur 5 Full of ideas for service delivery professionals 8 avril 2001
Par Linda Zarate - Publié sur Amazon.com
Format:Broché
This information-packed book taught me more about software quality from a service delivery point of view than I thought possible. I knew before reading it that it was not a typical SQA book, thanks to the previous reviews and a colleague's recommendation, so my expectations were set accordingly.
What I liked most about the book is the consistent focus on metrics that are meaningful to business users. While I was aware of many of the quality attributes discussed, I learned a few new ones to which I can apply to measuring the quality of applications that are delivered to end users. If you are unfamiliar with the term "quality attribute" it is a term that also means "desirable characteristic", and can be expressed as a technical characteristic (function or feature) or a service-oriented characteristic (quantified reliability, mean time between failures, etc.).
Another thing that make this book valuable to me is part that focused on developing questionnaires and eliciting from end users what they deemed to be quality attributes. This goes a long way towards aligning the IT/IS service delivery function to actual business requirements (instead of what we perceive to be business requirements - too often there is a wide chasm separating the two views). Moreover, extending the author's approach by communicating these quality attributes backwards into the application delivery organization that is responsible for developing applications, the ability of IT/IS to align to business requirements is further strengthened. Bear in mind that the flow down of quality attributes does not have to go to an internal development organization. Applications delivery also encompasses software vendors and consultants doing on- or off-site programming, as well as service bureaus and ASPs (application service providers). In the case of external sources of applications, the quality attributes are invaluable--no, essential--to the RFP, negotiating and contract stages of procuring and supporting the application. The value is that quality attributes are an objective way of expressing requirements that can be measured.
This book is must-reading for anyone who provides application support, including tier-2 support, business analysts and production services management. Although it is less than 210 pages in length, it contains a wealth of information that will lead to ideas and strategies for delivering better service and for more closely aligning IT/IS to the business. The only thing I did not like about the book is the "Software Quality Assurance" part of the title. Had I not been fortunate enough to have a friend who practically insisted that I read this book I would have never considered this gem. It rates five big stars by living up to the "customer-oriented" part of the title and for opening my eyes to some important concepts.
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