Measurement and Analysis

Measurement and Analysis

Process Manual

(QMS-ISPL-M-MAP)

Version No

V20

Prepared by

Date

30-01-2015

Name

Suman

Signature

Date

30-01-2015

Copy No

Approved by

Issued to

Name

Sai Prasad Koneru

Signature

Date

30-01-2015

Document Amendment Record

A- Added, M- Modified, D- Deleted

Sl.No	Date	Version No	Page No	Change Mode(A/M/D)	Brief description of change
1	15-07-2002	V01	N/A	A	Initial Release
2	06-02-2003	V02	1	M	Updated section 4 terms and definitions – PH to PD
			2	M	Updated metrics data to collect PH to PD
			3	A,M	Included defects data collection description and updated 7.3 section -the process collection of the data Updated 7.4 section -the measurement of the data
			4	A,M	Updated 7.6 section –effort analysis, included the description of the usage of the workhorse tool Updated 9 Records section – Included the references of monthly project progress report and project and management review template
3	05-06-2003	V03	4	D	Deleted the reference of the Project & management review template from the Records section 9
4	12-06-2003	V04	3,4	M	Modified Sections 7.4 & 7.5 and deleted Section 7.6 Modified Retention period to N/A in section 9
5	12-01-2005	V05	4	A	Added the monthly project progress report and customer satisfaction survey reports for Outsourcing
6	29-09-2005	V06	4	m	Removed the monthly project progress report and replaced with Metrics analysis report for outsourcing projects.
7	01-11-2010	V07	9	A	Added customer satisfaction survey in .doc & .xls formats
8	06-06-2012	V07	N/A	D	The Company address information is removed from the Footer
9	30-01-2015	V20	N/A	N/A	Reviewed and base lined

Table of Contents

1 Purpose. 1

2 Objective. 1

3 Scope. 1

4 Terms and definitions 1

5 Entry criteria, Input, Activity, Output, Exit criteria. 1

6 Responsibility. 1

7 Process description. 1

7.1 Identification of metrics 1

7.2 Stating the goals 2

7.3 Process for collection of the data. 4

7.4 Measurement of the data. 5

7.5 Root cause analysis 5

8 Quality system documents referred. 5

9 Records 5

1 Purpose

To establish, implement and maintain a process for identifying, measuring and reporting software metrics.

2 Objective

To identify, measure and report software metrics, which can be used for improving the software development, processes of the Inooga Solutions.

3 Scope

This process is applicable to all software development of products and projects undertaken by the Inooga Solutions.

4 Terms and definitions

Abbreviations/Terms	Description
ISPL	Inooga Solutions Private Limited
QMS	Quality Management System
PM	Person Months
QA	Quality Assurance

5 Entry criteria, Input, Activity, Output, Exit criteria

Sl.No	Entry criteria	Input	Activity	Output	Exit criteria
1	Identification of metrics	Data collected from the projects	Measuring and reporting metrics	Metrics reports	Completion of reporting
2	Availability of metric reports	Metric reports	Root cause analysis	Root cause analysis reports	Initiate corrective and preventive actions

6 Responsibility

Sl.No	Activity	Responsibility
1	Measure and report metrics	Project manager and QA manager
2	Root cause analysis	Head-development and QA manager

7 Process description

7.1 Identification of metrics

The metrics are identified across all projects/processes in the organization by

Ø Documenting the processes.

Ø Stating and estimating the objectives/goals.

Ø Optimizing defect detection and removal.

Ø Improving quality and productivity.

Ø Measuring the collected data.

7.2 Stating the goals/Objectives

Quality objectives/goals have been defined for all the key processes/and projects identified for the Quality Management Systems of Inooga. Given below are the objectives for the key processes and projects identified:

Software Development Department

(Project Type – Development)

S. No	Quality Objective	Source of Data	Responsibility	Periodicity of Review	Target
1.	Customer satisfaction index	Customer satisfaction index form	PM / PL	Half yearly	>70%
2	Schedule deviation	WBS	PM /PL/PMO	Project Phase / Milestone	<=20%
3	Effort Overrun	Timesheet, Estimation sheet	PM / PL	Project Phase / Milestone	<= 10%
4	Post delivery defects per person day	Timesheet ,System Discrepancy forms (Raised by customer)	PM	On release of software to client	<=0.05
5	Defect seepage during acceptance level	Defect Log,SDF	PM / PL	On release of software to client	<= 2% of the defects during the internal testing

(Project Type – Maintenance)

S. No

Quality Objective

Source of Data

Responsibility

Periodicity of Review

Target

Customer satisfaction index

Customer satisfaction index form

PM / PL

Half yearly

>70%

Schedule: Client deliverables of work requests on time.

WBS

PM / PL

Project Milestone

100%

(Project Type – Task Based)

S. No

Quality Objective

Source of Data

Responsibility

Periodicity of Review

Target

Customer satisfaction index

Customer satisfaction index form

PM / PL

Half yearly

>70%

Marketing Department

S No	Quality Objective	Source of data	Responsibility	Periodicity of Review	Target
1.	Acquire business in a new technology	Proposal/ Contract	CEO/CTO/BDM	Yearly	Minimum one in a Year
2.	Acquire business in a new vertical	Proposal/ Contract	CEO/CTO/BDM	Yearly	Minimum one in a Year
3.	Conversion of Proposals to Orders	Proposal/ Contract	CEO/CTO/BDM	Monthly	>=2
3.	Conversion of Proposals to Orders	Contract	CEO/CTO/BDM	Quarterly	> = 1

Human Resource and General Affairs Department

S. No

Quality Objective

Source of data

Responsibility

Periodicity of Review

Target

Training effectiveness

Training feedback

Head –HR & GA

Monthly

100% of the training should have feedback rating of >= 3

Training effectiveness

Deferred Training feedback

Head –HR & GA

Monthly

100% of the training should have deferred feedback rating of >= 3

MR & QA Department

S. No

Quality Objective

Source of data

Responsibility

Periodicity of Review

Target

Action points of MR Meeting closed on time

MRM-MOM

Head –Quality

Monthly

>=80%

QMS feedback closed in <= 45 days from date of receipt

QMS Feedback Tracker

Head- Quality

Monthly

>=80%

Logistics Department

S. No

Quality Objective

Source of data

Responsibility

Periodicity of Review

Target

Down time of Hardware, Software, Network

Downtime analysis report

Network Administrator

Monthly

<1%

Placement & Recruitment Department

S. No

Quality Objective

Source of data

Responsibility

Periodicity of Review

Target

Resource requests to be closed on time

RRF Tracker - internal

Placement Manager

Monthly

>=80%

Metrics is collected to against each of the objectives/goals to estimate the conformity of the process against the set objectives/goals.

7.3 Process for collection of the data

The metrics data from the projects and functions/departments is collected monthly or depending upon the frequency of collection as per the stated quality objectives of individual project (based on the project type) and department/function by MR/authorized person in the second week of every month. Management may change the date and time for the collection of the metrics data from second week to third week as and when required.

7.4 Measurement of the data

The overall metrics that is collected is computed and reviewed in the Management Review Meetings which is conducted By the MR/QA on a monthly basis or as per the quality calendar. The actual goals achieved are compared with the quality goals set for the respective processes/projects to compare the level of process conformance against the quality objectives. Incase of any process/project is not complying with the quality objectives, the reason for not being able to reach the quality objectives is reviewed and suitable corrective and preventive actions are taken.

For Software Development projects, the overall metrics that is collected is computed when the project is closed and is mentioned in the metrics analysis report (QMS-ISPL-R-MAR) which is prepared by QA Manager/MR.

For Software Development - Outsourcing projects, the metrics analysis report shall be prepared by the team wherein the status of the tasks given by the customer and the customer complaints/commendations/feedback is collected which is discussed in the Management Review meetings. Apart from which the customer satisfaction survey reports are collected on a periodic basis which may be quarterly/half yearly and the results of the customer satisfaction survey reports are reviewed.

7.5 Root cause analysis

Based on the root cause analysis, corrective actions and preventive actions are initiated as per corrective action and preventive action procedures.

8 Quality system documents referred

Corrective action procedure

Preventive action procedure

9 Records

Sl. No

Required Record

Custodian

Retention Period

Record ID

Metrics Analysis Report