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QMS Awareness Training

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Presentation on theme: "QMS Awareness Training"— Presentation transcript:

1 QMS Awareness Training
Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

2 Quality Management System Structure Process Framework
Agenda ISO 9001:2000 Quality Management System Structure Process Framework Delivery Management Framework Application Development Framework Application Enhancement Framework Testing Framework Operations Maintenance Framework Data warehousing Framework Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

3 International Organization for Standardization
ISO 9001:2000 International Organization for Standardization Geneva based organization ( Several member countries including India Contractual standards released in 1987 based on BSI Standards First revision in 1994 Latest version released in 2000 Certifications carried out by Quality Registrars like KPMG, BVQI, DNV Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

4 ISO 9001:2000, Quality management systems - Requirements
ISO - Standards ISO 9000:2000, Quality management systems - Fundamentals and vocabulary Starting point for understanding the standards and defines the fundamental terms and definitions used in the ISO 9000 family ISO 9001:2000, Quality management systems - Requirements Standard used to assess ability to meet customer and applicable regulatory requirements Only standard in the ISO 9000 family against which third-party certification can be carried. ISO 9004:2000, Quality management systems - Guidelines for performance improvements Guidance for continual improvement of quality management system Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

5 ISO 9001:2000 is a model of a process-based Quality Management System
What is ISO 9001:2000 ISO 9001:2000 is a model of a process-based Quality Management System ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. It focuses on the effectiveness of the quality management system in meeting customer requirements Applicable to all types of Organizations with possible permissible omissions of certain requirements Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

6 ISO – 9001:2000 Process Based Model
Continual Improvement Of the Quality Management System 4.Quality Management System 5. Management Responsibility 8. Measurement Analysis and Improvements CUSTOMER’S 6. Resource Management CUSTOMER Satisfaction 7. Product Realization Requirements Product Consumption Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

7 UHGIS is committed to add value to UnitedHealth Group's
Quality Policy UHGIS is committed to add value to UnitedHealth Group's Business Segments, by doing the right thing, the right way, and the very first time. Enabled by operational excellence, continuous process improvement, and an environment that promotes initiative, innovation and collaboration. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

8 UHGIS Quality Management System Structure
Quality Policy Manual Apex Manual for QMS Quality Systems and Procedure Manual Procedures and Templates of all Software Engineering Lifecycle stage activities for all Operational model Support Document for SELC activities Procedures and templates for all support functions i.e. Real Estate, Human Capital, IT infrastructure, Finance etc. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

9 Quality Organization Structure
Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

10 PROJECTS / SUPPORT Functions
Quality Reviewer Interface and Activities PROJECTS / SUPPORT Functions Follow-up and close Non-Conformances Facilitation/ Training PMP Review Conducting Audits Providing Project Compliance Feedback QR Provide Project Compliance Feedback Provide Process Feedback Provide Metrics for Monitoring Sr Management QC/BB QC Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

11 Process Framework QMS Project Requirements Software Life Cycle
Select Life Cycle Model AD/AE/Testing Tailoring Guidelines Standard Process Model Develop Project’s Software Process Project Plan Project Execution (Work Products) Organization Process Database Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

12 Delivery Management Project Initiation Project Planning
Process Framework Project Initiation Project Planning Project Execution & Control Project Closure Application Development - AD Application Enhancement - AE Operations Maintenance - OM Testing Data Warehousing Delivery Management Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

13 Approved Project Scope Schedule, Process Model
Delivery Management Process Inputs from Demand and Capacity Management Approved Project Scope Approved Project Plan, Schedule, Process Model Accepted Project Deliverables Inputs Project Initiation Project Planning Project Execution And Control Project Closure Phase 1. Finalization of Project Objectives & scope 2. Preparation of SOW 3. Identification of PM & Core Team 4. KT from UHGUS to UHGIS. 5. SPRF / WO Review 1. Conduct Initiation Meeting 2.Validate Project Estimation 3.Preparation of PMP 4.Preparation of Risk Mgmt Plan 5.Preparation of Metrics Plan 6.Preparation of QA Plan 7.Define communication and Control Approach. 8.Set up Project Team 1.Work Management 2.Tracking Project Issues 3.Tracking Project Risks 4.Tracking Scope Changes 5.Tracking Project Progress 6.Work Product Review 7.Configuration Control 8.Quality Assurance Audit 9.Review Project Plan 1.Metrics Consolidation and Analysis 2.Project Lesson Learnt 3.Closure Audit Activities Project Scope Approved PMP and Allied Plans Issue Log Updated Project Repository Outputs SPRF / WO Approved Process Model Defect Tracking Log Project Closure Memo Risk Management Log Completed Transition Minutes of Project Initiation Meeting Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

14 Tool Evaluation Report
Testing Process Signed Off BRD Acceptance Criteria Test Requirements Test Plan/ Strategy Test Design Test Scenarios Test Cases Test Scripts Test Log / Defect Log Inputs Test Requirement Analysis Test Planning Test Design Test Development Test Execution Delivery & UAT Phase 1.Define Testing Scope 2.Define Test Requirements 3.Review & Analyze requirements 4.Prepare Testing Traceability Matrix 1.Define Test Plan/ Test Strategy 2.Review Test Plan/ Strategy 3.Evaluate Test Tool 4.Installation, Setup and customization of tool used for testing 1.Identify Test Scenario 2.Identify integration / interface test 3.Test Design 4.Prepare Test Data 5.Test Environment setup 1.Prepare Test Cases 2.Generate Auto- -mation Test Scripts 3.Review Test Cases / Automation scripts 4.Update RTM 1.Receive Build 2.Study Application 3.Execute Test Cases 4.Record Test Results 5.Update RTM 1.Prepare Test Summary Report 2.Deliver Test Summary report 3.Assist in UAT Test data preparation 4.Assist in UAT Activities Test Requirements Tool Evaluation Report Test Scenarios Test cases/Scripts Test case Logs Test Summary Report Outputs RTM Test Plan / Strategy Test Data/Environ Updated RTM Defect Logs Updated RTM Updated RTM Updated RTM Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

15 Application Development Process
Signed Off BRD Acceptance Criteria Functional Specs Test Plan / Test Strategy Approved Design Doc Updated Test Plan / Strategy Unit Tested Code System/Integration Test Cases Inputs Requirement Analysis Design Coding and Unit Testing Integration and System Testing Phase 1.Architecture Evaluation 2.Proof of Concept to validate NFR and underlying architecture 3.Prepare Functional /Technical Spec 4.Define Test Plan \ Strategy & System Test Cases 5.Prepare RTM System/Sub System Design (User Interface, Application, Data, Common Components ) Update test Plan for Integration & Unit Testing Define Unit test cases Update RTM Develop Code Conduct Code Reviews Perform Unit testing and create Test Logs Update RTM Setup Integration & System Test Environment Perform Integration Testing Rework after Integration Testing Update RTM Perform System Testing Rework after System Testing Document Operations Manual and User manual Inputs for Data migrations RTM Completeness Check Activities Functional Specs Approved Design Developed Code System/Integration Test Logs Outputs Test Plan / Strategy Test Strategy Unit Test Logs Updated RTM RTM Updated RTM Code Review Sheets Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

16 Data Migration Templates
Application Development Process System Test Logs Data Migration Templates Release Note Acceptance Criteria /Test Plan UA Tested Application Environment for NFR Validation Completed Production Roll out Inputs Delivery UAT Implementation Support Post Implementation Support Phase 1.Packaging 2.Prepare Software Release Note 3.Prepare Installation Manual 4.Delivery Checklist Support UAT Environment Setup Support User Acceptance Testing Fix UAT Defects Support for Data Migration Support for NFR Validation Define Post Production support process Support for Production roll out Incident Reporting Performance Monitoring SLA Monitoring (if applicable) Warranty support Activities Release Note Acceptance Test Logs Production Rollout Plan Completion of Warranty Period Outputs Installation Manual UAT Defect analysis Rollback Plan Delivery Defect Analysis Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

17 Data Warehousing Process
Signed Off BRD Acceptance Criteria Dimensional model Physical DB, ETL, Report Design Unit Tested Executables System Test Procedures System Test Logs Data Migration Templates Inputs Design Coding & Unit Testing Integration / System Testing Delivery Phase 1.Architecture Analysis 2.Define Physical and Logical Data Model, ETL and Report Design 3.Metadata Architecture Design 4.Identify different sources of metadata 5.Prepare Integration and System 6.Test Cases for ETL and OLAP reports 7.Plan for unit testing (ETL and OLAP reports) 8.Prepare RTM 1.Setup Development Environment 2.Coding ( Mappings, report scripts and other development objects 3.Code Review 4.Perform unit testing for ETL and OLAP 5.Fix Code review and Unit Test Defects 6.Setup Integration /System test environment 7.Integration /System Test Data preparation 8.Update RTM 1.Perform Integration / System Testing 2.External data interface testing 3.NFR testing 4.Inputs for Data Migration 5.Data Migration Templates review 6.RTM completeness check 1.Package 2.Prepare Software release Note 3.Final Package Review 4.Delivery 5.Delivery review Activities Dimensional model Approved Mapping, Report scripts System Test Logs Software Release Note Outputs Physical DB, ETL, Report Design Code Review / Unit Test Logs Data Migration Templates Delivery RTM Updated RTM Defect Analysis Report Packaging Defect Analysis Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

18 Environment for NFR Validation Completed Production Roll out
Data Warehousing Process Release Note Acceptance Criteria UA Tested Application Environment for NFR Validation Completed Production Roll out Inputs Phase User Acceptance Testing Implementation Support Post Implementation Support Support UAT Environment Setup Support User Acceptance Testing Fix UAT Defects Support for Data Migration Support for NFR Validation Define Post Production support process Support for Production roll out Incident Reporting Performance Monitoring SLA Monitoring (if applicable) Warranty support Activities Acceptance Test Log Production Rollout Plan Completion of Warranty Period Outputs UAT defect analysis Roll back Plan Defect Analysis Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

19 Application Enhancement Process
Effort 0 < X <=40 Phrs Effort 40 < X <=160 Phrs Effort 160 < X <=300 Phrs Effort X> 300 Phrs Categorization Break Fix Request Minor Enhancement Major Enhancement Development Request Type of Request 1.Analysis, Coding and unit testing for Break Fix 2.Support for UAT and Deployment 1.Analysis of Requests 2.Estimation and refinement of effort estimation 3.Coding 4.Testing 5.Support for UAT and Deployment 1.Analysis of Requests 2.Estimation and refinement of effort estimation 3.Test Case Preparation (includes unit, system and regression testing) 4.Coding 5.Testing (includes unit, system and regression testing) Support for UAT and Deployment 1.Follow Development Process Model Activities Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

20 OM – Problem Management Process
Analysis of Problem Problem Estimation & Change Ticket Solution Design & Development Solution Testing Solution Deployment Phase 1.Identify the root cause of the problem. 2.Engage the QA SME /SA SME as required. 3.Analyze the Problem 4.Review the Analysis 1.Estimate the effort Resolving the root cause for Problem ticket 2.Categorize the problem based on the effort estimation 3.Communicate the requestor / SME to raise the work order if the effort is more than 40 hours 4.Raise the Change Ticket for approval 5.Review the proposal for Change and approve it. 1.Prepare program spec for the if new programs were written. 2.Prepare unit test cases 3.Review Unit test cases 4.Code for the problem ticket 5.Review the code 6.Perform Unit testing 7.Track testing defects to closure 1.Prepare and review System and Regression test Cases 2.Perform System / Regression testing 3.Follow-up testing defects and track to closure 4.Prepare Release Note 5.Provide support for UAT. 6.Review & sign off the Technology/Business / functional changes 1.Identify tickets to be bundled in the release 2.Define the deployment plan and back out plan 3.Verify the deployment readiness 4.Deployment approval 5.Deploy the Change in Production 6.Verify the Deployment 7.Production Checkout 8.Close the Problem Ticket Activities Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

21 OM – Incident Management Process
Incident Detection & Recording Incident Classification Investigation & Diagnosis Resolution & Recovery Close Incident Phase 1.Tier 1 Contact places a service call through UHT Helpdesk/through HPSD Website* 2.Incase the Incident ticket is not raised by Tier 1 team then OM team Lead directs the requestor/Caller to Tier 1 Team 1.Classify the incidents. Assign the ticket to Development team if the defect is under Warranty period 2.Assign the ticket to OM Developer if the defect is post warranty period 3.If the incident ticket is Priority 1 during non US Working hours then all stakeholders are informed and War Room is arranged Resolution for the Incident is discussed and communicated to all. 1.Triage the incident tickets to check if it is a data fix or code fix. 2.Close the incident Ticket if it is a Code Fix and Open the problem ticket. 3.Communicate the requestor about closing the incident ticket and opening of Problem ticket. 4.Refer to Resolution and Recovery if it is a Data fix. 1.Refer to Knowledge Repository to check if work around is available 2.Apply the work around if it is 3.Solicit assistance from SME (QA/SA) incase if work around is not 4.Test the work around and Update the Knowledge Database 1.Close the Incident in HPSD Activities Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

22 SQA Audit Client Audit External Audit Quantitative analysis
Suitability of Quality Management System Quantitative analysis of audit findings leads to measure of Effectiveness of process and implementation SQAG Audit Internal Quality Audit Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

23 initiated from the findings
Continuous Process Improvements Audit Findings Process improvement initiated from the findings and analysis Inclusion in QMS Process Improvement Input to Q&M Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

24 Complete the task assigned to you.
Expectation from Team Complete the task assigned to you. Understand the estimated effort and timelines for the assigned task. Log actual efforts into the identified tool. Ensure that all your deliverable is peer reviewed. Log all the review comments in Review log for the artifact reviewed. Fix all the defects assigned to you. Inform PM about any project related issues / risks and record it into Risk Log / Issue Log. Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.

25 Thank You Any use, copying or distribution without written permission from UnitedHealth Group is prohibited.


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