An Effective Development Quality Measurement

Article

Poulson, T. Earl; Surin, David P.   (1997, ASQ)   Bell Labs - Lucent Technologies, Inc., Naperville, IL

Annual Quality Congress, Orlando, FL    Vol. 51    No. 0
QICID: 10650    May 1997    pp. 999-1003
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Article Abstract

Single Best Quality Indicator (SBQIs), especially the Weighted Problem Level Index (WPLI), encourage software and hardware development teams to focus on results and quality improvement. SBQIs typically are three month moving averages that are reported monthly. SBQI characteristics include: selection by process operators; graphic display of the measure, with clear indication of the good direction; use of the best measure for describing customer satisfaction; and a one-sigma goal and three-sigma non-conformance level based on the previous year mean and standard deviation. A WPLI is an index of open problems, weighted by severity level and number of days unresolved. Typical severity levels can be: emergency, high, medium, low, with each level weighted ten times higher than the next lowest level. SBQIs ideally should be based on two years of historical data, and they should be modified for continuous improvement. Monthly management reviews of SBQIs are aided by plotting a twelve month moving average on the SBQI graph. When this moving average crosses the goal line as of year's end, the goal is met.

Keywords

Hardware,Measurement and control,Software,Quality improvement (QI),Problem solving


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