A TEAM-ORIENTED CYBERNETIC APPROACH FOR VALUE-ADDED QUALITY AUDITING

ABSTRACT

Successful implementation of TQM (Total Quality Management) in an organization requires “system approach.” ISO 9000 standard provides such a systematic approach. The ISO 9000 certification process is a cybernetic system where the feedback part is “quality auditing.” An effective auditing can therefore improve and accelerate the certification process. Value-added quality auditing is an effective auditing technique in which auditors not only evaluate quality a management system and processes in terms of compliance to a standard, but also they analyze their effectiveness. A value-added quality auditing approach is emerging as one of the most powerful tools for continuous quality improvement, especially after the introduction of the ISO 9001:2000 standard that requires effectiveness, process auditing, proper auditor skills, and team-based audits. In order to meet these requirements, formation of an appropriate quality audit team is essential. This article presents a team-oriented cybernetic model for the value-added quality auditing along with the procedure developed for the “quality-audit team formation.” The proposed model makes use of feedbacks to add value to the audited business where appropriate.     

结合ISO 9000品质管理系统与PZB缺口模式以达成顾客满意目标之整合方法

The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model. Related requirements of ISO 9001:2000 QMS were "build-in" into the five gaps of the PZB Gap Model, during 3 phases, for the achievement of service quality. In phase 1, to identify Gaps by using PZB Gap Model as an analysis tool; In phase 2, we fill Gaps by applying ISO 9001:2000 clauses requirements; In phase 3, action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2. The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective. It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs, but also to improve the processes among enterprises' whole quality management system. To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system. A Quality Manual and some ISO procedures were assigned to improve related "Gap" which designed in accordance with our integrated model. From the help of such an ISO and PZB combined philosophy, not only its efficiency improved, the higher trainee satisfaction was also reached.     

Critical view of the application of the ISO standard for quality assurance

Abstract. The aim of this paper is to initiate a debate on quality assurance and the application of the ISO 9001 in the system development field. It is claimed that unquestioning application of ISO 9001 can be a backwards step in the practice and research of system development. Five aspects of quality are identified in order to design and evaluate the quality of information systems: technical quality, use quality, aesthetic quality, symbolic quality and organizational quality. We find that the standard solely emphasizes technical quality. The standard promotes the ideal of linear, phase-oriented system development, based on a fixed requirement specification and a document-driven process. This is in contrast to most research findings, which criticize one-sided adaptation of phase orientation in system development.     

Software quality standards in practice: the limitations of using ISO-9001 to support software development

Quality management standard BS5740/ISO9001 is a key technology for UK and Europe in the 1990s. This paper shows that the relevance of BS5750/ISO9001 is limited and suggests that standards bodies must develop and endorse new standards to ensure that software quality improvement programmes continue to be adopted by the information technology industry.     

PROCESSUS – Integration of SEI CMM and ISO quality models

Integration of the two best-known quality management models for software production and maintenance, the Capability Maturity Model and the ISO 9001 Model (including ISO 9000-3) is of great interest for both the European and the American software market. The definition of a quality management model which would conform to the requirements of both models and use the advantages of each was a key goal of our research work within the project PROCESSUS.1 Research work was conducted in two steps: first, the detailed comparison of both models was made in order to define their common issues and specifics of each model, and secondly, the integrated model based on the results of the comparison was defined. In this paper the comparison method and results are described. Further, a method for the integration and a framework of the integrated model are presented. The core of our work is actually the content of the integrated model. Due to extensive content of the integrated model examples of some parts only are given in the appendix. The integrated model presented in this paper has already been successfully used in organizations which are cooperating in the project PROCESSUS o these organizations achieved the needed maturity for certification to the ISO 9001 standard and a maturity level near level 3 of CMM.     

How ISO 9001 fits into the software world

ISO 9001, together with its companion guide, ISO 9000-3, is a key standard for many suppliers, but its focus is on the control of manufacturing processes. The author considers how this fits into software development and how ISO 9001 stacks up to the US National Institute of Standards and Technology's Malcolm Baldridge Quality Award and the Software Engineering Institutes's Capability Maturity Model     

Improving the Testing Process Based upon Standards

This paper describes a case study applying ISO 9001, CMM and IEEE Software Engineering Standards to improve the software testing process of a bank group in Hong Kong. The paper first evaluates the test requirements of these standards. The analysis indicates that both ISO 9001 and CMM provide high level testing requirements and specify the need to improve the test process, while the IEEE Software Engineering standards provide more specific information on test documentation and unit testing. It is discovered that the guidelines provided by the IEEE standards complement those provided by ISO 9001 and CMM. Based on a comparison of the testing practices of the bank group and the test requirements of these standards, areas for improvement have been identified and an improvement plan has been formulated. © 1997 by John Wiley & Sons, Ltd.     

Improving R&D processes by an ISO 9001-based Quality Management System

This paper presents practical experience in planning, implementing, and adopting a Quality Management System (QMS) for embedded systems development at VTT Electronics. The main objective for the development of the QMS was to make it practical for real-life embedded systems research and development (R&D) projects. We have applied the ISO 9001 standard and ISO 9000–3 guidelines in building the quality system. From our personnel's point of view, the most important parts of the system have been document skeletons and plan templates that were made accessible to everyone. One of the major quality improvement resulting from the use of the QMS has been the enhanced predictability of R&D projects. This makes it possible for the organization to concentrate on essential matters. From our clients' point of view, we have clearly improved the quality of our R&D services in terms of the customer satisfaction index. Based on QMS auditing activities, we have been able to evaluate and tune our R&D procedures in a systematic manner. We have decided to use Total Quality Management and Quality Award frameworks in the further development of the QMS. Customer service and human resources management are examples of important areas for further quality improvement.     

基于ISO 9001/CMM的软件质量保证的对比研究

通过对目前软件业十分关注的CMM与ISO 90 0 1的对比研究 ,分析了两者之间的共同点、联系与区别 ,指出了软件企业应该在遵循ISO 90 0 1的同时 ,采用CMM建立起规范化的软件过程 ,保证软件质量。     

A novel variable selection approach based on co-linearity index to discover optimal process settings by analysing mixed data

In the last two decades the application of statistical techniques to process control has gained popularity due to the widespread adoption of quality management systems such as ISO9001. Demonstration of continual process improvement by monitoring process effectiveness has become an integral part of satisfying the requirements of clause 8 of the ISO9001:2008 standard. The process effectiveness is measured in terms of one or more process responses. Data driven approaches are often used to associate the variability in process responses with one or more process variables. However, traditional techniques become unpractical in the presence of large number of variables and noisy data sets. This paper extends the co-linearity index and penalty matrix approach (Ransing et al., 2013) for discovering noise free correlations between heterogeneous process variables and responses. Noise is removed by reducing the dimensionality of the variable space and using robust data pre-treatment methods which are more suitable in the presence of outliers and skewed distributions for process variables. Scaling factors have been proposed to balance variance contributions from response variables, quantitative and categorical variables. The proposed method allows process variables with skewed distribution to contribute more to the variance than Gaussian distributed variables so that these variables can be investigated further, if necessary. Correlations are visualised in a single plot and can be used in real industrial settings to assist process engineers in manufacturing diagnosis and root cause analysis. The applicability and validity of this novel method has been demonstrated through two industrial case studies.     

Establishing an Integrated Process Management System (IPMS) in ship management companies

This paper motivates on redesigning the traditional management style of global shipping firms in order to originally establish an Integrated Process Management System (IPMS) on the basis of quality aspects, environmental concerns, and occupational health and safety requirements. The requirements of ISO 9001:2000, ISO 14001:2004, and OHSAS 18001:2007 are comparatively assessed with respect to International Safety Management (ISM) Code clauses via using Fuzzy Axiomatic Design (FAD) while Analytic Network Process (ANP) enables to identify critical managerial processes of shipping business. Consequently, the fundamental structure of IPMS is proposed based on the quantitative outcomes of FAD and ANP approaches. In practice, the IPMS can be adopted into shore-based organizations in accordance with the prior principles of ship management companies.     

Software quality assurance in Australia: an update

Three recent events are likely to have a significant impact on the future direction of software quality in Australia: the Kean Report, the redevelopment of Australian standard AS3563 and a review of Government purchasing policy as a result of a change of Commonwealth Government. These events, and their subsequent impacts, could have implications and could provide lessons for the software quality assurance industry internationally. These lessons concern: providing adequate education for purchasers, suppliers and auditors on what ISO9000 is all about; implementing appropriate ISO9000-compliant quality management systems, particularly for small and medium sized enterprises; defining an appropriate role for government; and utilizing effective guidance for adopting ISO9001 to software development.     

一种实用的嵌入式软件质量管理框架

对与软件质量管理有关的主要标准进行了系统的分析，提出了适用于软硬件一体化质量管理的嵌入式软件质量管理框架的基本要求，开发了在ISO9000标准的基本框架下，吸收CMM、GJB2786、DO-178B等标准的优点而成的一，个实用的嵌入式软件质量管理框架。通过在3个企业的试运行表明，该质罱管理框架既能满足对软件质量管理的要求，又适用于软硬件一体化的质量管理，便于在已经通过ISO9000标准认证的企业应用。     

Harmonization of ISO/IEC 9001:2000 and CMMI-DEV: from a theoretical comparison to a real case application

In the past years, both industrial and research communities in Software Engineering have shown special interest in Software Process Improvement—SPI. This is evidenced by the growing number of publications on the topic. The literature offers numerous quality frameworks for addressing SPI practices, which may be classified into two groups: ones that describe “what” should be done (ISO 9001, CMMI) and ones that describe “how” it should be done (Six Sigma, Goal Question Metrics-GQM). When organizations decide to adopt improvement initiatives, many models may be implied, each leveraging the best practices provided, in the quest to address the improvement challenges as well as possible. This may at the same time, however, generate confusion and overlapping activities, as well as extra effort and cost. That, in turn, risks generating a series of inefficiencies and redundancies that end up leading to losses rather than to effective process improvement. Consequently, it is important to move toward a harmonization of quality frameworks, aiming to identify intersections and overlapping parts, as well as to create a multi-model improvement solution. Our aim in this work is twofold: first of all, we propose a theoretical harmonization process that supports organizations interested in introducing quality management and software development practices or concerned about improving those they already have. This is done with specific reference to CMMI-DEV and ISO 9001 models in the direction “ISO to CMMI-DEV”, showing how GQM is used to define operational goals that address ISO 9001 statements, reusable in CMMI appraisals. Secondly, we apply the theoretical comparison process to a real case, i.e., a Small Enterprise certified ISO 9001.     

ISO 14001: the green standard

ISO 14001 is a comprehensive Environmental Management System (EMS) that, when adopted, enables organizations to formulate corporate objectives in the context of environmentally oriented legislative requirements and general environmental concerns. ISO 14001 helps control the environmental effects of an organization's activities by helping each complying organization clearly define its environmental policies. The ISO 14001 system encompasses the organizational structure, responsibilities, and means of implementing environmental management. But it does not establish pollution control standards; instead, it offers a system to help companies prevent and control pollution in the context of applicable standards. The ISO 14001 system can be tailored to fit each company's particular needs and operational conditions. As a series of recommendations, not a series of requirements, ISO 14001 basically measures a firm's conformance to its own environmental policy, not its environmental impact. Although the ISO 14001 standard is broadly defined and very flexible, its strength as a standard is its requirement that a company strive for constant improvement in environmental effects. As the best formalized standard for environmental friendliness the world has yet seen, ISO 14001 will likely serve to distinguish one company from another in the global marketplace     

Comparing ISO 9001 and the Capability Maturity Model for Software

The Capability Maturity Model for Software developed by the Software Engineering Institute and the ISO 9000 series of standards developed by the International Standards Organization share a common concern with quality and process management. The two are driven by similar concerns and are intuitively correlated. The purpose of this paper is to compare the CMM and ISO 9001. The results of the analysis indicate that, although an ISO 9001 compliant organization would not necessarily satisfy all of the level 2 key process areas, it would satisfy most of the level 2 goals and many of the level 3 goals.     

The Mechanisms through Which Certain Variables Influence Customer Loyalty: The Mediating Roles of Perceived Value and Satisfaction

This study surveyed 123 bank users who experienced problems with their banks’ online banking services, with the aim of understanding the mechanisms through which certain variables influence customer loyalty. Principally, the possible mediating roles of value and satisfaction on the relationships between recovery and loyalty and between ISO 9001 and loyalty were scrutinized. The dimensionalities of the scales were assessed using exploratory and confirmatory factor analysis. Thereafter, structural equation modeling and multiregression analyses were used to test the proposed model. The overall results showed that service recovery can be used to enhance customers’ satisfaction and perception of value and, therefore, customer loyalty. This study also confirmed the partial mediating roles of customers’ satisfaction and perception of value in the relationship between service recovery and loyalty. In contrast, ISO 9001 has no influence on perceived value, satisfaction, and loyalty; the mediating roles of both perceived value and satisfaction were not supported in the relationship between ISO 9001 and loyalty. In practice, even though ISO 9001 appeared to offer few extras to satisfy and retain customers, its use is still advisable because of the other potential benefits that it provides.     

Assessing XP at a European Internet company

Fst, a European Internet services company, has been experimenting with introducing XP in its development work. The article describes the company's experiences with XP, explores its implementation practice by practice, and discusses XPs pros and cons in three key areas; customer relationships, project management, and ISO 9001 quality assurance.