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How to present SW quality to customer?

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Giora Lavy Senior Consultant| A.D.Y.R. Construction Ltd. Kiriat Bialik, Israel
We provide very larg communication companies with SW solutions. What is the top 1-2 KPIs you present SW quality to customers?
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Sergio Luis Conte Helping to create solutions for everyone| Worldwide based Organizations Buenos Aires, Argentina
I will write something obvious. Quality is something subjective that has to be converted into objective ones. I know that you are talking about KPIs because are the way to do that. I have worked with this from years. Today, between other things, what we do to present SW quality to our customers (internal customers in this case) is to work on stakeholder (customers) pains an define the KPIs that address that. For example, to manufacturing people, we present KPIs where they can see that no production stops have happend due to software causes. To finance people we present KPIs where they could see that information accurance has been achieved due to software causes. We work a lot on prevention instead of cure so we demostrate that preventive maintenance was key in software quality. And I can write more. It is not an easy activity because the software is intangible and because you need historical information to present current vs previous situation (if you can is the best).
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1 reply by Giora Lavy
Aug 09, 2016 2:38 AM
Giora Lavy
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Thank you for taking the time to answer
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Stéphane Parent Self Employed / Semi-retired| Leader Maker Prince Edward Island, Canada
On an application SLA, you will often see the following metrics:
  • # of application outages

  • # of production application defects

  • # of production application fixes

  • application uptime
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1 reply by Giora Lavy
Aug 09, 2016 2:39 AM
Giora Lavy
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Thank you for taking the time to answer
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Giora Lavy Senior Consultant| A.D.Y.R. Construction Ltd. Kiriat Bialik, Israel
Aug 04, 2016 6:24 PM
Replying to Sergio Luis Conte
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I will write something obvious. Quality is something subjective that has to be converted into objective ones. I know that you are talking about KPIs because are the way to do that. I have worked with this from years. Today, between other things, what we do to present SW quality to our customers (internal customers in this case) is to work on stakeholder (customers) pains an define the KPIs that address that. For example, to manufacturing people, we present KPIs where they can see that no production stops have happend due to software causes. To finance people we present KPIs where they could see that information accurance has been achieved due to software causes. We work a lot on prevention instead of cure so we demostrate that preventive maintenance was key in software quality. And I can write more. It is not an easy activity because the software is intangible and because you need historical information to present current vs previous situation (if you can is the best).
Thank you for taking the time to answer
avatar
Giora Lavy Senior Consultant| A.D.Y.R. Construction Ltd. Kiriat Bialik, Israel
Aug 05, 2016 12:35 PM
Replying to Stéphane Parent
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On an application SLA, you will often see the following metrics:
  • # of application outages

  • # of production application defects

  • # of production application fixes

  • application uptime
Thank you for taking the time to answer

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