Quality is in the Eye of the Beholder - Part 1
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Transcript of Quality is in the Eye of the Beholder - Part 1
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Quality is in the Eye of the Beholder
Silvia Avary-SilveiraVeriSign Inc.
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VeriSign Inc.• 15 years old
• 1billion revenue
• Main products:– Manages .com, .net, .tv, .jobs, .name– SSL Certificates and Secured Seal
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What is Quality?
According to the Merriam-Webster's Dictionary:
“Quality is a degree of excellence, a distinguishing attribute or an acquired skill”
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Quality?
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Linguistic Quality
• Difficult to define or measure
• Subjective
• Can change depending on who you ask
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VeriSign Approach to Quality
• Key measurements:– Linguistic quality scorecards– Deliverable turnaround time– # of complaints
Even though we are not measuring it yet, vendor responsiveness is important to us and it can affect how we view the quality of the service being provided.
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Quality Scorecards Output
• Overall vendor perfomance
• Project level
• Language level
• Quality comparison among vendors
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Client Review
Web Page Development
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We are not there yet…
Quality starts at the source!
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Quality?