1. QMS Awareness Training
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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
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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
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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
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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
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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
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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.
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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.
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9. Quality Organization Structure
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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.
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25. Thank You
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