Page 209 - SOFTWARE TESTING & QUALITY ASSURANCE

Software Testing and Quality Assurance

20. Statistical Techniques: Process correctness is governed by control charts, graphs and other
methods of analysis. The reports are also used for continuous improvements.
For an organization to perform well, it has to integrate these twenty elements at the right time and
under the right circumstances to produce an efficient system. This is usually called a quality system, but
a lot of business analysts refer to it as a way of doing business, or a management system.
Quality Management Principles in ISO

This section speaks about generic descriptions of principles as explained in ISO 9000. In addition, it
provides examples of the benefits from their usage and actions that managers typically take in applying
the principles to improve their organizations.
1. Principle 1 - Customer Focus: Customers are the main target sector of all organizations and
therefore they need to understand current and future customer needs, should meet customer
requirements, and strive to exceed customer expectations.
The advantages associated with customer focus are:
(a) Organizations can increase the revenue and market share as a result of flexible and rapid
responses.
(b) Organizations can utilize their resources effectively to improve customer satisfaction.

(c) Organizations will be able to improve loyalty, thereby leading to repeat business.
Following steps need to be taken by organizations to apply this principle:
(a) Organizations to focus on customers primarily, that is, they research, understand and
communicate with customer to find out their needs and expectations.
(b) Measuring customer satisfaction and performing on the results.

(c) Managing customer relationships effectively.
(d) Adopting a balanced approach to please customers and other concerned parties such as
owners, employees, suppliers, financiers, local communities and the society as a whole.
2. Principle 2 – Leadership: Leadership plays a very important role in achieving an organization’s
goals. Leaders are responsible for creating and maintaining the internal environment in which
employees can become fully involved in achieving the organization’s objectives.
The advantages associated with this principle are:
(a) Employees can be taken under trust and be encouraged to achieve organization's goals and
objectives.
(b) Activities are shaped and organized in an integrated way.
(c) Minimal misunderstanding between the different levels of an organisation.
After applying this principle:
(a) The necessity of all concerned parties including customers, owners, employees, suppliers,
financiers, local communities and society can be taken into consideration.
(b) Required objectives and targets can be set to ensure a clear vision of the organization's
future.

(c) Initialization and maintenance of common values, equality and inspiring ethical role
models can be established at all levels of the organization.
(d) A fearless and faithful environment can be established.
3. Principle 3 - Involvement of People: People, at all levels, are valuable resources of an organization,
and their full involvement enables their abilities to be used for the organization’s benefit. Every
resource at an independent level is very vital for the organization. Their commitment to the fullest
enables them to use it for the organization’s benefit.

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