Innovative SQA Service Maturity Model using CMMI and ITIL

This Journal details a maturity model for SQA services which has been developed during QMS implementation in the IT division of a large multinational organization. The scope of the engagement was to establish a standard set of processes based on CMMI® and ITIL® Framework across four business verticals scattered in Europe, United States and Asia. The services of Software Quality Analyst (SQA) from different vendors were leveraged to facilitate implementation of processes which was referred to as the Quality Management System (QMS). To co-ordinate and support QMS implementation, a Software Quality Assurance Group (SQAG) was established at the organizational level. The role of SQAs was to facilitate the deployment of QMS by mentoring and guiding practitioners through the software development and maintenance lifecycle, identify deviations and addressing the same, based on CMMI and developed to eventually conduct periodic process compliance checks to verify process implementation at pre-defined intervals, collate feedback from practitioners on challenges faced in implementation, identify process improvement opportunities and implement the same. Considering the large number of applications, the business verticals proposed that process implementation should be owned and managed by practitioners themselves so that the mass deployment of QMS can be achieved at a faster rate with the same SQA capacity. Considering that the process framework was developed by vendor and subject matter experts, it was important for practitioners to be trained and handheld on processes prior to being empowered with the accountability for adherence to QMS. The risk of reduced independent insight of management on process implementation was highlighted. Additionally, risk of implementing QMS without adequate training and experience of practitioners was also communicated. This called for a need to devise an innovative implementation solution before moving to a process implementation model which proposed Project Managers implementing processes themself. While there are process models and frameworks available in the market for establishing processes in an organization, there is no model that elaborates activities to be performed by the SQA for effective implementation of processes. SQA service maturity model was proposed as a solution based on CMMI® and developed to eventually proceed towards a ‘Process Implementation Model proposing Project Managers implementing processes themself’. This SQA service maturity model comprises of five levels. At maturity level 1, there is no SQA organization in place and roles & responsibilities are not defined Also, there are no quality standards/models followed for delivering SQA services. At maturity level 2, SQAG organization formed at the organizational level and services delivered. i.e., Internal Process Consulting services delivered by SQAs. Also, SQAs to facilitate the deployment of QMS by mentoring and guiding practitioners. At this level, basic Quality Assurance processes are implemented. i.e., Software Quality Assurance Lifecycle is implemented. From the SQA technology perspective, SQA document archival Repository created and basic set of SQA activities related tools implemented. i.e., Dashboard for Metrics reporting. At maturty level 3, Management system defined at the organizational level updated to include processes on delivering SQA services. At maturity level 4, SQA service related processes are expected to be automated. Additionally metrics baselines for SQA services are also required to be derived based on historical data. At maturity level 5, Project Managers are expected to be empowered to play role of SQA as well and take accountability of process implementation. The type of process implementation at this level would be referred to as the ‘Process Implementation Model managed by practitioners’ which would ensure institutionalization of processes at a faster rate. It was explained to the customer that the benefit of the aforesaid model in terms of mass deployment of processes can only be derived when the organization reaches maturity level 5 of SQA service maturity model. SQA Service Maturity Model is a Software Quality Assurance implementation framework that enables organisations to increase Efficiencies in Software Quality Assurance, reduce the Cost of Defects and ultimately Increasing Return on Investment in IT. To optimize and improve the efficiency of SQA services, we have to look at 3 basic pillars People, Process and Technology. SQA services Maturity Model is a tried and tested, simple and effective methodology that allows you to achieve quick wins in quality assurance by enabling you to deliver quality without compromise. It fits into an agile or traditional development framework. Utilization of the SQA services Maturity Model will enable the organisation to achieve the following: PEOPLE: SQA team with practitioners who are skilled & competent and meet performance targets TECHNOLOGY & DISCIPLINES: End-to-end SQA services are performed PROCESS: SQA practices are optimized improving the service capability. Comprehensive SQA dashboards are delivered to management. The organization is satisfied as SQA effort is reduced and Practitioner awareness on processes and deep product quality aspects are improvised. The ultimate objective is to improve the efficiency of SQA services and the organization cannot achieve this without focusing on People, Processes and Technology. It is recommended that the SQA service maturity model be used as a collection of best practices by organizations setting up a Software Quality Assurance Group (SQAG) to drive process implementation in a phased manner. The defined model will provide a framework to empower organizations to choose the appropriate level of SQA services for implementation and institutionalization of defined processes. While this model can serve as a reference model to begin with, practices at maturity level 4 and maturity level 5 would also help organizations to reduce cost of SQA activities. Objective: The objective of this Journal is to explain the benefits of SQA services maturity model which was used as a reference framework to reiterate to the customer organization that mass deployment of QMS processes can only be achieved after a certain level of process maturity is attained. This model also describes the preliminary set of SQA activities that are involved in establishing the SQA group in an organization before moving to a ‘Practitioner Managed Process Implementation’.