Service Quality

Let’s discuss Service Quality in terms of software. Software Service Quality involves the entire software development process - monitoring and improving the process, making sure that any agreed-upon standards and procedures are followed, and ensuring that problems are found and dealt with. It is oriented to 'prevention'.

Software Service Quality & testing involves operation of a system or application under controlled conditions and evaluating the results (e.g., 'if the user is in interface A of the application while using hardware B, and does C, then D should happen'). The controlled conditions should include both normal and abnormal conditions. Testing should intentionally attempt to make things go wrong to determine if things happen when they shouldn't or things don't happen when they should. It is oriented to 'detection'.

Organizations vary considerably in how they assign responsibility for software Service Quality and testing. Sometimes they're the combined responsibility of one group or individual. Also common are project teams that include a mix of testers and developers who work closely together, with overall software Service Quality processes monitored by project managers. It will depend on what best fits an organization's size and business structure.

A lot depends on the size of the organization and the risks involved. For large organizations with high-risk (in terms of lives or property) projects, serious management buy-in is required and a formalized software Service Quality process is necessary.

Where the risk is lower, management and organizational buy-in and software Service Quality implementation may be a slower, step-at-a-time process. QA processes should be balanced with productivity so as to keep bureaucracy from getting out of hand.

For small groups or projects, a more ad-hoc process to ensure Service Quality may be appropriate, depending on the type of customers and projects. A lot will depend on team leads or managers, feedback to developers, and ensuring adequate communications among customers, managers, developers, and testers.