CSQA Exam Dumps - Software Certifications Software Certification Questions and Answers

Total quality management (TQM) is the term used by many to indicate an organization-wide effort of continuous process improvement. The Federal Quality Institute defines TQM as a strategic, integrated management system for achieving customer satisfaction, which involves all managers and employees and uses quantitative methods to continuously improve an organization's processes.

Some additional thoughts on TQM include:

The improved performance is directed toward satisfying such cross-functional goals as quality, cost, schedule, mission, need and suitability.

TQM is a process of controlled change.

Central to the TQM approach is the change in management philosophy regarding the "responsibility for quality." Formerly it rested with a separate group of individuals in a department/directorate/division often designated as quality assurance. Under TQM, the responsibility rests with every employee, beginning with top management. Skill Category 2 provides additional insight into the change in management philosophy, new behaviors for management and leadership.

TQM is accomplished using a team organization; both management and the employees are members of "quality teams" (also called process improvement or process action teams), that focus on continuous process improvement. Suggestions to improve the quality of a particular process should come from the employees and the managers who work in the process, as they know it best.

Nominal Data

This data can be categorized. For example, a program can be classified as database software, operating system, etc. Nominal data cannot be subjected to arithmetic operations of any type, and the values cannot be ranked in any "natural order." The only possible operation is to determine whether something is the same type as something else. Nominal data can be objective or subjective, depending on the rules for classification.

Ordinal Data

This data can be ranked, but differences or ratios between values are not meaningful. For example, programmer experience level may be measured as low, medium, or high. For ordinal data to be used in an objective measurement the criteria for placement in the various categories must be well defined; otherwise, it is subjective.

Interval Data

This data can be ranked and can exhibit meaningful differences between values. Interval data has no absolute zero, and ratios of values are not necessarily meaningful. For example, a program with a complexity value of 6 is four units more complex than a program with a complexity of 2, but it

Vision:

It states what the organization intends to achieve.

Senior Management (CIO)

“To become Global Top 10”

Value:

It states how to run the business.

Senior Management

“Will satisfy customer needs”

Goal:

It states how the vision will be achieved.

Senior Management

“Establish a customer vision group”

Principle:

It states the quality attribute of the organization.

Quality council

“Need for a quality function”

The Test Manager ensures that testing is performed, that it is documented, and that testing techniques are established and developed. The manager is also responsible for:

Planning and estimating tests

Designing the test strategy

Ensuring tests are created and executed in a timely and productive manner

Management must convey the message that integrity and ethical values cannot be compromised, and employees must receive and understand that message. Management must continually demonstrate, through words and actions, a commitment to high ethical standards.

The control objectives for this attribute are:

Existence and implementation of codes of conduct and other policies regarding acceptable business practice, conflicts of interest, or expected standards of ethical and moral behavior.

Establishment of the “tone at the top” – including explicit moral guidance about what is right and wrong – and extent of its communication throughout the organization.

Dealings with employees, suppliers, customers, investors, creditors, insurers, competitors, and auditors, etc. (e.g., whether management conducts business on a high ethical plane, and insist that others do so, or pay little attention to ethical issues).

Appropriateness of remedial action taken in response to departures from approved policies and procedures or violations of the code of conduct. Extent to which remedial action is communicated or otherwise becomes known throughout the entity.

Management’s attitude towards intervention or overriding established controls.

Pressure to meet unrealistic performance targets – particularly for short-term results – and extent to which compensation is based on achieving those performance targets.