Definition of QUALITY

- Quality is physical or nonphysical characteristics that constitutes that basic nature of a thing is one of its distinguishing features. (Websters New World Dictionary) - Quality as applied to the products turned out by industry means the characteristics or group of combination of characteristics which distinguishes one article from another, or the goods of one manufacturer from those of his competitors, or one of grade for product from certain factory from another grade turned out by the same factory. (Radford) - Quality is fitness for use. (Juran)

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- There are two common aspects of quality, one of these has to do with the consideration of quality of a thing as an objective reality independent of the existence of man. The other has to do with what we think, feel, or sense as a result of the objectives reality- this subjective side of quality is closely linked to value.(Shewart ) - Quality is conformance to requirements (clearly stated) (Crosby) - Quality should be aimed at the needs of the consumer, present and future. (Deming) - Quality is total composite product and service characteristics of marketing, engineering, manufacture, and maintenance through which the product and service in use will meet the expectation of the customer. (Feigenbaum) - Product quality encompasses those characteristics which the product must possess if it is to be used in the intended manner. (Mizuno)

DAVID GARVINS FIVE APPROACHES TO QUALITY 1. Transcendent Approach: Quality is recognized through learning and
experience defined in terms of innate excellence.

2. Product-Based Approach: Quality is precise and measurable it can be

ranked on various attributes and is an inherent part of the product.

3. User-Based Approach: Quality reflects personal, idiosyncratic view,

reflected in consumer demand curves in marketing, quality is the ideal combination of attributes for maximizing consumer satisfaction.

4. Manufacturing-Based Approach: Focus on engineering and

manufacturing practices; quality is defined as conformance specifications; reduce costs by reducing the number of deviations.

5. Value-Based Approach: Quality is defined as performance or

conformance at an acceptable cost this is the notion of affordable excellence

DAVID GARVINS EIGHT DIMENSIONS OF QUALITY

1. Performance Primary operating characteristics; combines product and
user-based approach relationship between performance and quality reflects individual reactions top objectives characteristics.

2. Features The bells and whistles of the product; secondary to basic

functioning and less central users.

3. Reliability Probability of the product failing within a given time period,

more relevant to durable goods

4. Conformance Degree design and operating characteristics match

specification; related to reliability in the factory measured by frequency of defects (rework and repair) and in the field by service calls and repairs under warranty.

DAVID GARVINS EIGHT DIMENSIONS OF QUALITY 5. Durability Measure of product life, technically, as the amount of
use, before it deteriorates and economically, in terms of repair costs trade-off between repair and replacement (both personal and economic costs)

6. Service ability Speed courtesy, and competence of repair,

subjective and objective aspects most consumer equate rapid repair with higher quality.

7. Aesthetics Subjective assessment of look, feel, or sound of the

product; reflects individual preferences.

8. Perceived Quality Indirect measures of quality such as brand

name, image, often used when other information is unavailable.

FIVE PARADIGMS OF QUALITY

1. Custom-Craft Paradigm In this paradigm, there is a clear
communication between the craftsman and customer resulting in focus on the product and product performance relative to the demands. The product is made exactly the way the buyer wants. Example of this pattern are found in tailors shop, furniture supplier, bank loans etc.

2. Mass Production Paradigm- This paradigm developed postmechanization. Here the focus is on production rates, and the direct involvement of the customer is not there although the product is defined with customer in mind. Product performance is relatively low here and there is generation of rework and scrap. The delivery times is typically low as the sales happen from stocks being held. Service organization in this paradigm are labor intensive. Examples of this pattern are found in automobile parts, etc.

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3. Statistical Quality Control Paradigm- This similar to mass production paradigm except that the focus is more on the process. Together with mechanized production statistical process control is applied in the process due to which there is less generation of scrap and rework, and the production cost goes down. Here the product are designed and build, statistical techniques are used and then the customers are created. Examples of this pattern are found in automobile parts, electronic components, etc.

4. Total Quality Management Paradigm- Together with mass

production and statistical techniques. This paradigm focuses on customer and supplier. Here the production lines are same as mass production paradigm but the customer plays a part in product definition, creation and performance evaluation. Employee involvement and empowerment, customer-focus, continuous improvement, top management commitment training team work, are its key tenets. The result is high quality product, low cost and fast delivery. Rework and scrap are reduced substantially. In short, customers tell what they want and the product is delivered using proactive and reactive quality strategies. Examples can be found in products/services from TQM companies.

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5. Techno-Craft Paradigm- This paradigm is a new frontier of quality that seeks to emulate the custom-craft paradigm in performance while reducing the cost and delivery time. This paradigm requires high level of product and process flexibility. Customers get exactly what they want. The requirement here is of integration of machine, men and automation. Computer aided design and manufacturing would be of great help here. Each unit designed and build the way the customer wants it to build. This paradigm is being tried out in apparel and software industry.

TYPES OF QUALITY
To produce goods and services of consistent quality and costs, three types of quality are recognized. These are:

- Quality of Design
- Quality of Conformance - Quality of Performance

1. QUALITY OF DESIGN
Here the focus is to develop products and services that are suited to the customers needs at a given cost. Quality of design begin with the consumer research, sales call analysis and leads to determination of products that meet customer requirements. This is followed by the development of adequate specifications.
Communicate specifications Determines Needs via Consumer Research and Sales/Service Call Analysis

Concept and Specifications

Suppliers

Organization

Customers

2. QUALITY OF PERFORMANCE

Refers to the extent to which a firm and its suppliers can produce products with a predictable degree of uniformity and dependability, at a given cost, in keeping with the quality requirement determined in the quality of design study. Once the specifications are determined via a quality of design study, the organizations must continuously strive to improve these specifications.
Communicate Specifications

Determine Needs

Conformance Suppliers Organization Customers

3. QUALITY OF PERFORMANCE
Quality of performance studies focus on determining how the quality characteristics determined in quality of design, and improve and innovated in quality of conformance studies are performing in the market place. The major tools used here are study of after-sales service-call analysis. This tools evaluate why consumers like or dislike a product.
Communicate Specifications
Determine Needs

Redesign Suppliers Organization Customers

What is a software? IEEE (Institute of Electrical and Electronics Engineers) - defined software as computer programs, procedures, and associated documentation and data pertaining to the operation of a computer system

FOUR COMPONENTS OF SOFTWARE

computer programs(the code) these are needed to activate the computer to perform the required application. procedures-these are required o define the order and schedule in which the programs are performed, the method employed and the person responsible for such activities.

Documentation-The development documentation allows efficient cooperation and coordination among development team members. Users documentation provides a description of the available application and the appropriate method for their use. The maintenance documentation provides the maintenance team with all the required information about the code, and the structure and tasks of each software module.
data necessary for operating the software system- essential data including parameters that adapt the software to the needs of the specific user are necessary for operating the software.

SOME SOFTWARE CHARACTERISTICS

1. Software is developed or engineered, it is not manufactured in the classical sense. 2. Software doesnt wear out.

3. Most software is custom-built, rather than being assembled from existing components.

What is software quality?

IEEE defined software quality as:

- The degree to which a system, component, or process meets specified requirements.

- The degree to which a system, components, or process meets customer needs or expectations. Quality means conformance to requirements. - Quality consists of those product features which meet the needs of customers and thereby provide product satisfaction. - Quality consists of freedom from deficiencies. ***Pressman defined software quality as a conformance to explicitly stated functional and performance requirements, explicitly documented development standards, and implicit characteristics that are expected of all professionally developed software.

What is software quality assurance?

IEEE defined software quality assurance as: 1. A planned and systematic pattern of all actions necessary to provide adequate confidence that an item or product conforms to established technical requirements.

2. A set of activities designed to evaluate the process by which the products are developed or manufactured.
3. A systematic, planned set of actions necessary to provide adequate confidence that the software development process or the maintenance process of a software product conforms to established functional technical requirements as well as with the managerial requirements of keeping the schedule and operating within the budgetary confines.

Quality Control vs. Quality assurance Quality control is defined as a set of activities designed to evaluate the quality of a developed or manufactured product. Quality control inspection and other activities take place as the development or manufacturing of the product is completed yet before the product is shipped to the client.
Quality assurance- the objective is to minimize the cost of guaranteeing quality by a variety of activities performed throughout the development and manufacturing processes or stages. These activities prevent the cause of errors, and detect them and correct them early in the development process.

SOFTWARE ERRORS, FAULTS AND FAILURES

Software errors- are made by programmer that can be grammatical error or logical error. Software faults-not all software errors become software faults. These are errors which will not affect the functionality of the software unless the fault was activated. Software failures- the origin of software failures lies in a software errors. It disrupts the use of the software.

NINE(9) CAUSES OF SOFTWARE ERRORS

1. Faulty requirements definition -erroneous definition of requirements -absence of vital requirements -incomplete definition of requirements -inclusion of unnecessary requirements 2. Client-developer communication failures - misunderstanding of the clients instructions as stated in the requirement document. - misunderstanding of the clients requirements changes presented to the developer in written form during the development period. - misunderstanding of the clients requirements changes presented to the developer orally during the development period. - misunderstanding of the clients responses to the design problems presented to the developer. Deliberate deviations from software requirements.

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3. Deliberate deviations from software requirements - The developer reuses software modules taken from an earlier project without sufficient analysis of the changes and adaptations needed to correctly fulfill all new requirements. - Due to time or budget pressures, the developer decides to omit part of the required functions in an attempt to cope with these pressures. - Developer-initiated, unapproved improvements to the software, introduced without clients approval. 4. Logical design errors - Definitions that represent software requirements by means of erroneous algorithms. - Process definitions that contain sequencing errors - Erroneous definition of boundary conditions. - Omissions of required software system states. - Omission of definitions concerning reactions to illegal operation of the software system.

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5.

Coding errors

6. Non-compliance with documentation and coding instructions 7. Shortcoming of the testing process - Incomplete test plans leave untreated portions of the software. - Failures to document and report detected errors and faults. - Failure to promptly correct detected software faults. - Incomplete correction of detected errors due to negligence or time pressures. 8. Procedure errors 9. Documentation errors