PO11 Process Description

1. Description

Implementing and maintaining quality management standards and systems by providing for distinct development phases, clear deliverables and explicit responsibilities.

2. Service Activities

Quality plan: maintain an overall quality plan based on Cluster IT long-range plans which promotes the continuous improvement philosophy and answer the basic questions of what, who and how,
Quality Assurance: maintain standard approach regarding quality assurance,
System development life cycle methodology (SDLC): maintain information systems standards and adopt and periodically review a SDLC methodology governing the process of developing, acquiring, implementing and maintaining computerized information systems and related technology,
Procure programming services from an authorized source,
Maintain design: Suggest modifications and verify them against the user requirements,
Communicate with customers: Keep business clients informed of developments in this area,
Maintain technology infrastructure framework: Maintain framework regarding the acquisition and maintenance of the technology infrastructure,
Maintain third-party implementor relationships: Maintain good working relationships with third-party implementors.

3. Key Goal Indicators

Number of IT processes and projects that satisfy stakeholder requirements
Increased rating for customer satisfaction with services rendered
Number of IT processes and projects formally signed off by quality assurance without significant rework
Decreased number of quality defects
Decreased number of non-compliance reports against quality standards

ebc Service Commitments

improving SMT meetings, with a more formal rolling agenda management, better use of meeting time for information-sharing and decision-making, improved action item/minutes and follow-up,
improved scheduling, planning, agenda management, communication, serving as secretary, and post-meeting follow-up for...
- DM Steering Committee
- Business Integration Group
- Cluster Architectural Review Board
- Cluster Architectural Core Team

4. Key Performance Indicators

Number of IT processes and projects with active quality assurance management participation
Number of documented quality assurance monitoring and testing activities
Number of quality assurance peer reviews
Number of IT processes and projects that have been benchmarked
Number of meetings between stakeholders and developers
Average number of training days in quality management
Number of projects with documented and measured quality criteria

ebc Service Commitments

5. Critical Success Factors

A clearly defined and agreed upon development process has been created to perform quality assurance
Quality is defined by the organisation with clear roles for the quality assurance processes and quality control procedures
A quality assurance program has been implemented with well defined, measurable quality standards and quality control processes have been defined, resourced and aligned
There is continuous improvement and a defined knowledge base for processes and metrics
There is a quality education and training programme
Stakeholders are involved in the quality assurance programme
A positive quality culture is consistently promoted by all layers of management
Awareness exists that quality standards should equally apply to processes and projects where reliance is placed on third parties
Every delivery process needs to have proper quality assurance criteria
Emphasis is provided on training IT and end user staff in testing methods and techniques

6. Additional Information

Maturity Level Characteristics


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