Quality Challenge

Part 1 Quality issues: a comparison of the TickIT (ISO 9000) certification and the Capability Maturity Model Assessment process based on practical experience at PanCredit Systems Ltd; delivering quality in global IT services. Part 2 Process Improvement: SPI - "I can't get no satisfaction" - directing process improvement to meet business needs; a basis for process improvement in application management; minimizing the risk to software projects through process improvement; software process improvement at ABB - common issues and lessons learnt; some experiences with PROCESSUS - methodology for quality system improvement; software process improvement for knowledge engineering. Part 3 World affairs: a framework for incremental evaluation of software product quality based on ISO/IEC 9126; software quality assurance in Australia - an update; ISOO 9000/TickIT certification in Brazilian software companies. Part 4 Systems issues: a systematic approach to coherent and quality based system acceptance; a framework for bringing the softer side of Information Systems Development into a quality regime; experiences in developing a small application using DSDM approach; the real state of software quality - the practitioners' experiences. Part 5 Resource issues: reducing the cost of IT ownership using feedback from the IT helpdesk. Part 6 Configuration management: managing change requests effectively. Part 7 Process assessment: a use of the new software CMM for multi-disciplinary assessment; application of the AMI method for improving telecommunications software development. Part 8 Testing: mutation analysis in the context of reactive system specification and validation; testing real-time systems using genetic algorithms; a study of user acceptance test. Part 9 Software tools: aardvark to Zulu; usefulness of CAME tools in software quality assurance. Part 10 Human factors: defining strategies - measuring quality; multiple viewpoints - a look at the individual's perception of software quality; effective co-ordination in the software process - historical perspectives and future directions.