Quality Concept / 1 Chapter 1 Quality Concept 1.0 Objectives 1.1 Introduction 1.2 Definition of Quality, QA, SQA 1.3 Quality factors 1.4 Software Quality Metrics 1.5 Software Process Improvement 1.6 Process and Product Quality Assurance 1.7 The SEI Process Capability model, ISO, Six-Sigma 1.8 Process Classification 1.9 Summary 1.10 Check your Progress–Answers 1.11 Questions for Self–Study 1.12 Suggested Readings 1.0 OBJECTIVES Dear students, this chapter covers the overview of quality aspects and focuses on software quality metrices. After studying this chapter you will be able to-  Discuss definition of Quality, QA, SQA and Quality factors  Explain the Software Quality Metrics  Explain Process Improvement  Discuss Process and Product Quality  Describe the SEI Process Capability Maturity model, ISO, Six-Sigma 1.1 INTRODUCTION Competition to provide specialized products and services results in breakthroughs as well as long-term growth and change. Quality assurance verifies that any customer offering, regardless if it is new or evolved, is produced and offered with the best possible materials, in the most comprehensive way, with the highest standards. The goal to exceed customer expectations in a measurable and accountable process is provided by quality assurance. 1.2 DEFINITION OF QUALITY, QA, SQA Quality: The term 'quality' is often used in a vague, blurred way. If someone talks about 'working on quality', they may simply mean activities designed to improve the organisation and its services. Quality is essentially about learning what you are doing well and doing it better. It also means finding out what you may need to change to make sure you meet the needs of your service users. Quality is about:  knowing what you want to do and how you want to do it  learning from what you do  using what you learn to develop your organisation and its services  seeking to achieve continuous improvement  Satisfying your stakeholders - those different people and groups with an interest in your organisation. Quality assurance is the process of verifying or determining whether products or services meet or exceed customer expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. This process considers design, development, production, and service. The most popular tool used to determine quality assurance is the Shewhart