CQA_Preparation

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Preparation Material for Certified Quality Analyst (CQA)

Skills SetsN

o

Description No Description

1 Communication Skills 9 Auditing and Controls

2 Human Resource Principles 10 Testing3 Training and Development 11 Vendor Control

4 Quality Management 12 Standards

5 Quality Assurance 13 Disaster Recovery and Security

6 Quality Control 14 Management Techniques

7 Quantitative Methods 15 Change Management

8 Reviews 16 Principles of Information System

Set Skill Name Important Points TQM Building Blocks • Establishing TQM is performing assessment / benchmarking

analyzing the results, establishing vision based on the results

and Planning to meet the vision

• Attribute of effectiveness of IS are

o Products defects

o Process defects

• Cost of quality

• Each of above must be measured

accurately and reliably

• QIP is process of empowering the

workforce to continually solve problem and improve work

processes

TQM Strategy Dimensions•

The people / process represents the approach to be employed• Quality improvement is long term commitment

• The long term plan represents the strategy for evolving and

maturing the infrastructure / process

• TQM Optimizes creative approach to problem solving and

moves the organization from defect correction to defect

prevention

• It involves continuous process improvement

• The responsibility of quality rests with everyone

• Philosophy

• Where we are – (benchmark) current situation analyzed

through data• Where we want to go – vision, sometimes goals and objective

• How we are going to get there – Plan (Strategic-essential,

tactical-optional)

• Approach

o Benchmark – Search for the best practices that

defines superior performance of a product, services or

support process

o Develop a vision

Long term commitment

Softcopy : 54197078.doc of 21




Set Skill Name Important Points People empowerment

Disciplined methodology

Training

o Develop a plan

Strategic Quality plan

Tactical Quality Plan

PDCA Cycle (Dr. Edward

Deming’s Wheel)

Plan (P) – Devise a plan

Do (D) – Execute a plan

Check (C) – Check the result

Action (A) – take necessary action

SEI Process Maturity Model

SEI – CMM Level Description

Initial Until the process is under statistical control

orderly progress in process is not possible. The

first step is to achieve rudimentary predictabilityof schedule and costs

Repeatable The organization has achieved stable process

Defined The organization has defined the process so as a

basis for consistent implementation

Managed The organization has initiated comprehensive

process measurement and analysis

Optimized The organization has foundation for continuous

process improvement

Deming’s Quality Principles 1. Create constancy of purpose in the company

2. Learn a new philosophy

3. Require statistical evidence of IT quality

4. Reduction in number of vendors

5. Use statistical methods to find sources of trouble

6. Institute modern aids for on the Job training

7. Improve supervision

8. Drive out fear

9. Break down barriers between department

10. Eliminate numerical goals, slogans, pictures, posters

11. Look carefully at work standards

12. Institute massive training program for employees

13. Institute a vigorous program for retaining people in new skills14. Create a structure in the top management that will push

every day on the above 13 points

QAI Recommended Quality

Practices

1. Meet customer true requirement

2. Produce products and services on time at lower possible cost

3. Create enthusiasm and cooperation between management and

staff for quality

4. Make work fun

5. Eliminate products inspection and testing by building

processes that produce defect free products

6. IT policies, standards and procedures must be developed,





Set Skill Name Important Points continually updated and followed

7. Quality must be defined quantitatively

8. The goal of IT management and staff must be to produce

defect free products and services

9. Nonconformance must be detected as early as possible and

measured

10. IT management must accept the responsibility for

nonconformance

11. Customer ‘s view of quality is the correct view of quality

12. Your customers problem should be your problem

13. Quality work must be rewarded

14. The topics of standards and nonconformance should be

discussed at every management meeting

15. Every should be involved in quality improvement program

16. The primary aim of supervision is to make subordinatesuccessful

17. Worker should establish their own standards and procedures

18. Close cooperation with vendor should exists to ensure a

steady supply of right defect free products

Cost of quality The cost of quality is money spent above and beyond expected

production cost

Categories of COQ

Prevention – Cost required to prevent errors and to the jobs

right the first time

Appraisal – Cost of review of completed products against

requirement. Includes cost of inspection, testing and reviewFailure – all cost associated with defective products

Category Activity

Cost of

Failure -

to end

user

Rework

Loss

Cancellation

Other

Cost of

failure –

to IS Org.

Rework

Maintenance

Loss/Cancel

To BacklogLost opportunities

Cost of

appraisal

Inspect

Review

Test

Cost of

Prevention

Education and training

Standards and Procedures

Problem identification definition

Quality Process

Productivity tools and techniques

1 Constructive Criticism • The ability to criticize successfully is an acquired skill





Set Skill Name Important Points • The use of effective criticism is a tool in improving

subordinates performances

• Do it privately – criticism should be given on a one-on-one

basis

• Have facts

• Be prepared to help the worker improve his/her performance

• Be specifics on expectation

• Process of giving criticism

• State the positive first

• Indicate the deficiencies in terms of products and services

produced by individual

• Get agreement that there is a problem

• Ask the sub-ordinate for advice on how to improve their

performance

•

Provide suggestion• Make a specific “contract” regarding what will happen after

the session

• Avoid making threats

1 Listening • Listening is most frequently used form of communication

• Steps of listening

• Hearing the speaker (informal, Verbal, Vocal, Body, Graphics

channels)

• Attending to the speaker

• Understanding the speaker

• Be an active listener

• Understand the situation between yourself and speaker• Feedback is very important to the listening process

• Maintain eye contact with the speaker for 80 % of the time

Type of listening Explanation

Critical Analyze what the speaker says

Appreciative Helps understanding the real world

situation

Therapeutic Empathize and put yourself in their

situation

Discriminative Watch nonverbal expression very

closelyComprehensive Fact gathering

2 Marketing through

personal image

• Most information received by people is through visual

intelligence

• The difference between a good technician and good manager

is frequently image

• Six basic attributes of executive image (James R Baehler)

o Purposeful

o Competent

o Analytical

o Decisive





Set Skill Name Important Points o Confidence

o Appearance

2 Conformity Behavior • Individual people tend to conform to perceived group

standard

• The key elements are

• Identification of group

• Desired group standards

• How to deal with non conformity

2 Resolving Conflicts • Quality promotes turning problem into opportunities

• Make your customers problem your problem

• Get on your customers wavelength

• Get the facts

o Ask probing questions

o Take details notes

o Obtain feeling and attitudeso Listen carefully to what is being said

• Establish and initiate an action program

o Admit the error if you are responsible for error

o Negotiate a satisfactory resolution with your

customer

o State the solution to your customer and get

agreement

o Take action

• Follow up with your customer

3 Developing Awareness

Training Course

• Awareness training should create the awareness and action of

defined topics• Prepare awareness training

o Select awareness topic

o Identify topic’s customers

o Define awareness training objective

o Define customer’s benefits

• Develop administrative training program

o Identify awareness training attendees

o Invite attendees

o Arrange training room

o Arrange training equipments

o Arrange audio visual equipments

o Assign responsibility for training

o Solicit the highest ranking person possible to

introduce the topic

o Develop seating arrangements

o Limit training to not more than 2 hrs

o Arrange for handouts with identified key points

o Prepare training awareness agenda

• Conduct Awareness training

o Attendee’s needs





Set Skill Name Important Points o Awareness topic/product

o Identify objections to product problems

o Overcome objections

o Recommend course of action

4 Controlling Organization

climate

• Organizational climate is the worker’s attitude towards their

organization.

• Periodically evaluate the organizational climate

• Look at the organization

• Examine the jobs within the organization

• Assess employee’s performance

• Evaluate how the employees feel about supervisor / leader

• Create a dialog between the members of the group

• Rate organizational climate

o Ideal (5)

o

Good (4)o Average (3)

o Below Average (2)

o Poor (1)

• Actions to be taken in case of negative organizational

climate (i.e 3 Points or less)

o Get feedback from the employees within a group

o Change group procedures

o Develop plan for accomplishing of group mission

o Reassign tasks

o Develop new methods

4 Identifying EffectiveQuality Practices through

visits to other Companies

• Not reinventing the wheel• Effective Quality assurance involves interaction with other

companies

• Prohibitive cost and efforts to develop new and innovative

quality approaches

• Continually compare your quality system with other

• Need to periodically interact with other quality professionals

• Visiting other organization

• Identifying discussion area (Target Companies)

o 3 most effective quality practices

o

Time frame and steps• Identifying target company (Constraints of selection are

o Visit the competitor

o Funds available for travel

o Size of the company

o How mature is Quality assurance function

• Scheduling the visit

o Identify yourself and your company

o State the purpose/ objective of the visit

o Stress for mutual benefit would arise from the

visit





Set Skill Name Important Points o Get approval for the visit

o Set date, time and agenda for the visit

• Conducting the visit

o Introduction

o State the objective of the visit

o Visit the facility of the company and describe

your facility

o Discuss each item on agenda during the visit

o Exchange written documentation

o Agree on the use of information

o Present memorabilia

o Put new practices to use

4 Understanding and using

just in time (JIT)

technique(Taiichi Ohno)

• Supply each process exactly with required items, in exactly

required quantity and exactly required time

•

Large amounts of production flexibility• Ultra short lead time

• Single minute exchange of dies (SMED)

• The implementation of JIT is driven by the goal of inventory

reduction

• System development and maintenance tasks become driven

when the user of an internal or external product or services

need it

• System and programmers would not be given information and

documents to store until they need them

• Internal information processes would be designed so that the

individuals can move from job to job with minimal delay4 Malcolm Baldrige National

Quality Award Program

• The award promotes

• Awareness of quality as an increasingly important element in

competitiveness

• Understanding of the requirement for quality excellence

• Sharing information on successful quality strategy

• The award is based on TQM model

• To be successful, quality improvement programs must be

management lead and customer oriented

• Examination Categories

Category Description Leadership How senior executives create and sustain a

clear and visible quality system

Information and

analysis

The scope, Validity, use and management of

data and information that underlines the

company total quality system

Strategic quality

planning

The companies planning process for

retaining or achieving quality leadership and

how the company integrates quality

improvement planning into overall business

planning





Set Skill Name Important Points Human resource

utilization

The effectiveness of the company’s efforts

to develop and utilize the full potential of

the work force for quality and to maintain

an environment conductive to full

participation.

Quality

assurance of

products and

services

Systematic approaches used by company

for total quality control of goods and

services based on process design and

control

Quality Results Quality levels and quality improvement

based upon objective measure derived from

analysis

Customer

satisfaction

Overall customer service system,

responsiveness and its ability to meet

requirement and expectation

Scoring Dimensions in an examination items

Dimension Description

Approach Refers to the methods the company uses to

achieve the purpose addressed

Deployment Refers to the extent to which the

approaches are applied to the relevant

areas and activities addressed and implied

Results Refers to outcome and effects in achieving

the purpose addressed and implied

4 The concepts of corporate

vision / Goals / Principles /

ValuesProcess Definition

Vision Upper management sets vision and defines the

mission

Goals Middle/ Operational management set goals and

objective that support mission and establish

process to achieve the goals / objective

Principles How business must be conducted

• General – established by senior Management

• Specific – established by operationalmanagement

Values Building Blocks, Established by senior

management

5 Differentiating Quality

Control and Quality

Assurance

• Quality means meeting requirement, customers needs

• Quality means defect free products (Fit to use)

• Quality is attribute of a product

• Services are form of products

• Management is responsible for quality

• Producer must be involved in quality control

• Quality is a journey not a destination





Set Skill Name Important Points • The objective of quality is continuous improvement

Quality Control Quality Assurance

Product quality is

compared with applicable

standards and action taken

when non conformance is

detected

Activity, which establishes and

evaluates the processes, which

produce the products.

Verifies specific

attributes of the products

Process are established and

continuously improved to

produce products that meets

specification and are fit to use

Specific products and

services

Sets measurement program to

evaluate process

Focuses on inspection,

Testing and removal ofthe defects

Identifies weakness in the

process and improves them

Responsibility of worker Responsibility of Management

Concerned with specific

products

Sometimes called as quality

control over quality control

5 Differentiating Auditing

from Quality Assurance

• Generally accepted criteria

o Codes of ethics

o Statement of responsibility (different)

o Program of continuing education

o CBOK (different)

o Certification Program

Auditing Quality Assurance

Is an independent appraisal

activities

Implementing the quality policy

through developing and

improving process

Whether activities are

performed in accordance

with policies and procedures

Performed in an effective,

economical and efficient

manner

Whether an activity meetsthe business objectives

Find and report problems Find and implement solutions

for the problem

6 Using a Quality Control

Checklist

• Most important quality control tool is Checklist

• Factual – whether document naming convention is complied

with

• Investigative – meeting the intent of a standard or

compliance

• Quality Control checklist





Set Skill Name Important Points o Determine the objective of Quality Control

checklist

o Quality control means complete compliance to

standards

o Understand the content and intent of Quality

Control questions

o Rehearse the use of the checklist

o Worker gain proficiency through practice and

experience

o Conduct the investigation necessary to answer

quality control questions

o Answer and document quality control questions

o Use quality control Results

• The purpose of quality control is to surface defects

7 Present value of money This principle enable to translate future dollars into currentdollars

7 Identifying significant

problems by using a Pareto

Chart (Dr. Juran)

• The Pareto chart identifies the significant few from trivial

many

• Organized ranking of causes of problem by type of cause

• 20% of the causes account for 80% of the frequency

• Steps involved

o Identify the problem Area

o Identify and name causes of the problem

o Document the occurrence of the causes of the

problem

o Rank the causes by frequency7 Pareto Analysis • Is designed to rank items by frequency

• Steps for preparing Pareto analysis

o Name the events that will be analyzed

o Count the name incidences

o Rank the count by frequency (Using Bar Chart)

o Validate reasonableness of the Pareto analysis

7 Principles of function

Points

• Function points are work product measures

• Function points provide an objective measure of application

“SIZE” that can be used to compare different kinds of

systems• Measurement process

• Quantifying the amount of information processing function

o External Input Type

o External output Type

o Internal logical File type

o External Interface File Type

o External Inquiry Type

• Quantifying System Characteristics

o Data communication

o Distributed functions





Set Skill Name Important Points o Performance

o Heavily used configuration

o Transaction rate

o On-line data entry

o End user efficiency

o On-line update

o Complex processing

o Reusability

o Installation ease

o Operation ease

o Multiple sites

o Facilitate change

• Determining the degree of influence

1. Unadjusted function point is produced

a. The number of functions in of the 5 categories ismultiplied by predefined weighing factor

b. The weighted figure from each category is added

to produced an unadjusted function point

2. An unadjusted factor is produced from system

characteristics

a. The degree of influence rating (0-5) for 14

characteristics are added

b. The total is multiplied with .01

c. The above result is added to .65

3. The actual function pt metric is calculated

a. The result of step 1 is multiplied by step 27 Counting function points

emphasizing function type

• Only function points that actually changes application data is

counted as an external input type

• Sometimes processes and data have more than one function

• Count on-line error message output as one external output

type

7 Principles of Internal

Service – Level Agreement

• ISLA is an ongoing negotiation and improvement process

whose purpose is to satisfy customer needs in an efficient,

effective and economical manner

• The objective is to create working partnership between a

service provider and customer to that service

7 Making Judgmental

Estimation Sample

• Quality assurance analysts must answer managements

question regarding the extensiveness of the problem

• The frequency of severity of events can be estimated using

o Judgmental sampling

o Statistical sampling

• Steps

o Identify population and population characteristics

to be estimated

o Select a judgment sample

o Challenge the validity of the sample





Set Skill Name Important Points o Extrapolate the sample to the entire population

8 Making System Proposal

Presentation

• The proposal presentation meeting gives the customer the

chance to ask questions about areas of concern to them

• The oral system proposal should be integrated part of the

System Development Methodologies

• The activity of making system proposal is a project

management activity as well as marketing opportunity

• Parts of presentation

• Preparing a system proposal

o Problems to be solved

o System proposal solution constraints

o The proposed solution

o Impact on people

o Impact on other system

o

Impact on costso How to improve the projects

• Making a system proposal

o Start and finish your discussion on time

o Make the contents of your discussions serve your

customer’s needs

o Think in broad concepts as apposed to specific

concepts

o Use the term which are understood by audience

o Give examples to support all points you cover

o Issue handouts to summarize your briefing

• Closing a system proposalo Get approval to proceed in accordance with the

proposal

o Be prepared for the close at any time during the

presentation

o Remember many sales have been lost because of

too much of information.

9 Financial Application

Control Standards

• Internal Control – The plan of the organization in methods

and procedures adopted by management to ensure that

resource use is consistent with laws, regulation and policies

• The responsibility of internal control rests with the

management

• What needs to be controlled

• Standards are

o Documentation

An agency’s internal control objectives,

techniques and accountability systems

All pertinent aspects of transactions and

other significant events of an agency

o Recording of transactions and events

The entire process or life cycle of a





Set Skill Name Important Points transaction or event and includes the initiation and

authorization

All aspects of the transaction while in

process

Final classification in summary records

o Execution of transactions and events

Management decisions to exchange,

transfer, use or commit resources for specifics

purposes under specific condition

o Separation of duties

To reduce the risks of error, waste, or

wrongful acts

To reduce the risks of going undetected

o Supervision

Clearly communicate the duties andresponsibilities

Systematically reviewing each member’s

work to the extend necessary

Approving work at critical points to ensure

that work flows as intended

o Access to and accountability for resources

Keep them locked in a safe

Assigning each document in sequential

number

Assigning custodial accountability to

responsible individual9 How to Design a Control • Control is very important part of quality

• Risk is the probability that some undesirable event may occur

• Control is reducing the probability of risk

Process Definition

Preventive Attempts to stop an undesirable event for

occurring

Detective Identify undesirable event once its occurs

Corrective Attempts to remedy an unfavorable event once it

has occurred• Risk has attributes like

o Impact

o Magnitude

• Ways of reducing Risks

o Reduce the frequency of the error occurrence

o Controlling the opportunity of the error

occurrence

• Controls are categorized as

o Identify the risks

o Determine whether probability or loss is the





Set Skill Name Important Points largest

o For selected characteristics determine which of

type of risks control appear most effective

o Select a control which will accomplish that

objective

10 Unit testing for the

individual programmer

• The goal of testing is to reveal errors not removed during

debugging

• Planning is key to successful testing

o Organize test team

o Define test objective

o Define functions to tested

o Define types of test

o Develop function/test matrix

o Define test conditions/expected results

o

Select test toolso Define administrative test requirements

• Test tools (Manual / Automated) which improve the

effectiveness of test methods are

o Capture /Playback

o Checklists

o Code comparison

o Static code analyzer

o Instrumentation

o Modeling

o Test data generator

o Test scenarios• The tests are executed and the test results and compared

with actual results. The consideration should be given to

o Splitting test into cases

o Finding/ creating test data to meet conditions

o Sequencing test (Scripting)

o Incident management

• Test case design methods

o Boundary value analysis

o Equivalence partitioning

o Error guessing

o Multiple condition testing

• Independent analysis is strongly advocated

• Divide the conquer is the rule for testing

• The amount of testing is dependent on the cost of an error

• Verification must take place throughout the development

process

• Testing is the technique to minimize errors

Process Definition

Validation Determination of the correctness of the final





Set Skill Name Important Points program or software produced from a

development project with respect to the user

needs and requirements

Certification Acceptance of software by an authorized agent

Verification Demonstration of consistency, completeness

and correctness of the software at each stage

and between each stage of the development

cycle

Testing Examination of behavior of the program on

sample data

Proof of

Correctness

Use of techniques of logic to infer than an

assertion assumed true at program entry

Program

debugging

The process of correcting syntactic an logical

errors detected during coding

Test data A subset of the domain used in testingprocessing

Unit Testing Testing of source code by an individual for

defects

Integration

Testing

Combine testing of various modules

Regression

testing

Testing during maintenance

UAT Testing the product by the end user

Test Level Recommended Party

Unit Testing Programmer who wrote the code

Integration

Testing

Project team analyst who deisgned the system

System

Testing

Independent test team or project team

11 Installing Data Processing

Tool

• Event - Transition from one task to another

• Tool usage will be initiated only in response to an expressed

management goal for software development or for the entire

computing function

• Activities associated with introduction of tools

o Identify the goal to be met by the toolso Approving the detailed tool acquisition plan

o Approving the procurement plan

o Determine after some time period of tool use

whether the goals have been met

• Software management is assigned responsibility for

o Identifying the tool objective

o Approving the acquisition plan

o Defining selection criteria

o Making final selection of the tool or the source

• Software engineer is responsible for





Set Skill Name Important Points o Identifying candidate tool

o Applying selection criteria

o Preparing rank list of tools or sources

• Difficulties of introducing tools

o Tool does not meet the recognized needs of the

organization

o Difficult to use

o Requires excessive computer resources

o Lacks adequate documentation

• Tool acquisition which do not obtain the concurrence of all

affected operational elements frequently do not achieve

their objective

• Procurement type

o Formal

Acquisition Plan Technical Requirement Document

User Review of requirements

RFP generation

Solicitation of proposals

Technical Evaluation

Source selection

o Informal

Acquisition Plan

Selection criteria

Identify candidate tool

User Review of candidates Score candidates

Select tool

• Event sequence

o Goals

o Tools Objectives

o Procure tool

o Evaluation Plan

o Tool smithing Plan

o Training Plan

o Receive tool

o Acceptance testing

o Orientation

o Modifications

o Training

o Evaluation Report

o Goals meet

11 Installing Computer Aided

Software Engineering

technology

• The objective is to automate the process of developing

information system

• System Development Methodology - Engineering approaches

to system development





Set Skill Name Important Points • Four part of every work bench are

Criteria Description

Exit Criteria Quality attributes need to be defined for

each products

Work The procedures that will be performed by the

group / Individual in order to create the

desired output products from input products

Standards The rules / measures by which the finished

output products will be measured. Measures

against which management can assure that its

policies have been complied with

Exit Criteria The process that measures the attributes of

the output products against the standards for

those products

• The cost of rework is the cost associated with the failure todo the job right the first time

• Steps in installation of CASE Technology

o Standardize the environment

o It requires establishing the workbench.

o The process used in system development must be

defined in terms of standards and procedures

o Automate an individual component of the process

o Integrate various tools

12 Documentation Policy and

Planning

• Documentation problems

• Lack of documentation

• Incomplete documentation• Inaccurate documentation

o Causes of problems

o Low priority assigned to documentation

o Lack of resources

o Lack of planning

o Failure to specify

o Personal attitudes

• Solutions to problems

o There must be management and staff commitment

to documentationo Commitment to be backed by management support

in terms of appropriate guidance and positive incentives

for the staff to develop documentation

o Visible evidence of commitment

Policies must be documented

Documentation effort needs to be planned

Organizational climate must be conducive

to documentation work

• Establishing the documentation policy

o S/W documentation does play a vital role during





Set Skill Name Important Points Planning, development and operation of the system

o Policies should support basic elements of

documentation

Documentation should be managed

Documentation should be of a specific

quality, up to date and accurate

Documentation should be prepared for

variety of users

Documentation efforts should be

integrated

Supports tools should be specified

Existing standards should be specified

• Developing the documentation plan

o Planning is necessary ingredient of project

o

Documentation plano Document type of contents

o Standardized documents formats are essential

for maintenance and QC

o Schedule

o Project Librarian

o Storage of vital documentation

o Document review

o Requirements review

o Design review – system, Preliminary, critical

13 Quantifying Risk • The objective of risk analysis is to help data to help data

processing management to strike an economic balancebetween the impact of risks and the cost of protective

measure

• Elements of risk

o Impact

o Frequency (likelihood)

Frequency = times per day / number of days

Loss = impact * frequency

RE - Risk Exposure

14 Information system

leadership practices

• Leadership is determining where you need to be and then

doing what is necessary to get there

• Leadership is the ability to build the commitment of

employees

• Fundamental Mistakes

o Isolation

o Inability to reward

o Lack of business perspective

• Practices that need to be used for leadership

o Assess the real business needs

o Provide problem-solving vision

o Understand and work with human nature





Set Skill Name Important Points o Stay in touch with customers/producers

o Set priorities

o Set standards for performance

14 FIRO B (how to establish

group compatibility)

W.C. Shultz

• FIRO – Fundamental Interpersonal Relations Orientation

• Inclusion is the need to associate with others and the need

for togetherness

• Control refers to decision making process between people

• Affection refers to close personal and emotional feeling

between two individual

• Interchange compatibility is based on the mutual expression

of inclusion control and affection

• Originator compatibility is derived from originator-receiver

dimension of interaction

• Reciprocal compatibility reflects the degree to which two

persons reciprocally satisfy each other’s behaviorpreferences

14 Controlling Meetings • The art of collaboration is extremely important for the

project to be successful

• An individual must know the difference between the content

and the process of the meeting

1. Plan agenda, note time to be spent on each agenda item

2. The attendees should know their role and responsibility

3. Identify issues, use intervention techniques to handle

difficult people

4. Encourage attendees to contribute fully

5. Repeat and note suggestion6. Help reach clear agreement on the issues

7. Repeat decision made

8. Set time to implement the decision made

14 Effective use of Taskforce • A task force is defined as a cross functional activity

organized for specific purpose

• Task force are better for decision making then they are for

problem solving

• Task force is a mechanism for focusing attention on high

priority problems and making decision relating to those

problems• Task force management principles

o The leader should be an expert in leading groups

o Should include individuals from all related areas

o Task force should encompass the best people

available in the organization

o Task force should be organized for single purpose

o The taskforce needs to have clear description of

the problems to be addressed

o The output of the task force should be

recommended course of action





Set Skill Name Important Points • Task force organization principles

o The task force should be limited to three to eight

members

o The task force work should begin as soon as the

need is recognized

o Finish the task force activity as quickly as

possible

o Meet on neutral ground

o Appoint someone for recording all significant

information

o Do not permit discussion of task force business

with outside individual

15 Group Think (Irving Janis) • Group think is that changes group decision from potentially

incorrect solution to the best solution

•

Characteristics of group thinko Highly cohesive group

o Collective efforts to rationalize negative

information

o Tendency to ignore ethical and moral

consequences

o Active pressure to change views

• Prevention of group think for faulty decision

o Use outside experts as resources

o Breakup into sub-group for discussion

o Give more time to group to think over the problem

o Refrain group members to give personal opinion15 Obtaining Staff suggestion

Using suggestion day

Approach

• The people involved in suggestion day are

o Quality assurance manager

o Data processing manager

o Group moderator

o Participants

Responsibility Action

QA Manager Develop one days suggestion proposal

DP Manager Approve suggestion day concept

DP Manager Issue announcement regarding suggestion

dayQA Manager Identify the problem areas for discussion

QA Manager Categorization and Consolidate the individual

identified problem into worksheet

QA Manager Create suggestion day work groups of

approx 8 members each

QA Manager Appoint a moderator for each group

QA Manager Complete suggestion day assignment

worksheet

DP Manager All group members to assemble in a common

area





Set Skill Name Important Points Responsibility Action

Group

Moderator

Plan the day prior to commencing the

suggestion day operation

Group

Moderator

Address each problem as a group with

purpose of developing and documenting

solution

Group

Moderator

Top ranked suggestion for each problem

should be documented

DP Manager Reconvene the group to their suggestion

Group

Moderator

Report group recommendation

QA Manager Review and implement appropriate

suggestion/ recommendation

DP Manager Report to the data processing staff on the

utilization of their recommendation16 Four type of prototyping • Four operational objective of prototyping are

o User Interface Development (UID) –

Development of the system interface which take inputs

from the end users

o Functional Development (FD) – Actual Processing

is done producing information

o Machine Performance Evaluation (MPE) –

Determination of response time or memory associated

with various design alternatives

o Application Development (AD) – encompasses the

user interface


CQA_Preparation

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