Measured Perception of Quality – The True Quality Metric

W10     Start Time : 12:00     End Time : 12:45

Over the years, I’ve seen both good and bad ways of measuring quality of software, but when challenged by my manager: “How good is the quality of our product?” None of my ordinary metrics gave me a good answer. In the end, it doesn’t matter how many tests you have run, what code coverage you have, or how many bugs are reported in a week. If you really want to walk the talk, you have to ask your users.

In this talk, I will explain how we with quite simple measures, not only found a benchmark for our quality, but how we could easily follow our progress after every release and that just by asking our customers about the quality of our product, their perception of it (and thus willingness to pay) improved. I will also explain how we used the same survey to get “free bug reports”, how an easy integration with our CRM-system gave us a huge increase in both the perceived and the actual quality and talk a bit about some of the unexpected but very helpful synergetic effects we found. After covering the need, the measures and the results you can accomplish, I will go into more practical examples on what questions to ask, how to ask them and maybe most important of all, a few of the pitfalls you must avoid.

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    Ronnie Østgaard - Test Manager, Sopra Steria, Norway

    My name is Ronnie Mears Østgaard, I currently work for Sopra Steria in Norway as a Test Manager. I have worked with Software testing for ten years in various roles, both with in-house product testing and for the last four years as a consultant. I love working when quality is an integral part of the process and where high quality is a demand, not a “nice to have”.