Best Practices for Customer-Focused Software Quality Assurance

STUDY OVERVIEW

Superior product quality is a key differentiator to gain repeat customers in the highly competitive software marketplace. Effectively redefining software product quality with customers in mind requires a tried process framework.

This cross-industry online benchmarking exchange examines how companies create superior software products that impress customers by defining customer perceived software quality, determining drivers of software quality and measuring software product quality. The study also identifies factors that contribute to an exceptional software product experience for the end-user and high-impact tactics to continually improve product quality. Capturing quantitative and qualitative data, this research yields key insights into customer-focused software quality initiatives at companies that produce software products. Executives and managers involved in software quality can use this study to build and to assess their customer-focused software quality initiatives.

NOTE: The data in this research are segmented into two groups: Full Benchmark Class and Large Company Segment.

KEY TOPICS

• Define Software Quality
• Determine Drivers of Software Quality
• Measure Software Product Quality

• Number of Global Full Time Employees
• Percentage of Software Market Positioning
• Percentage of Highly Satisfied to Extremely Dissatisfied Customers regarding Software Product Quality
• Average Rating of Customer Perception of Contributors to Software Product Quality
• Average Percentage of Customer Perception of Most Critical Contributor to Software Product Quality
• Percentage of Use of Usability/ Operability Techniques to Ensure Ease of Use/ Operation
• Percentage of Usability/ Operability Technique with Greatest Impact on Software Product Quality
• Percentage of Use of Customer Software Support Metrics to Track Effectiveness
• Percentage of Use of In-Process Metrics to Track Top Software Product Quality Contributors
• Percentage of Use of Field Metrics to Track Software Product Quality

• Product performance is perceived as being more important to software quality than product features or customer support.
• Beta testing is almost always done and is seen as being of considerable value for software quality.

Best Practices, LLC used field surveys to complete this study on behalf of a Global Benchmarking Council partner. In all, 18 companies from the software, health care, telecommunications, medical device, and manufacturing industries contributed to this study.

Business Operations > Benchmarking and Quality > Quality > Measuring Quality Programs

Industries Profiled:
Telecommunications; Technology; Electronics; Consumer Products; Computer Hardware; Computers; High Tech

Companies Profiled:
Motorola; Figure Retail Systems; BCS Information Systems; KLA Tencor; Consultus International; Nokia; Eagle View ; Toshiba; Exploria SPS; Hewlett-Packard; British Telecom; Milestone; Northwest Analytical; Salveo; Wright Express; Genesys; Multicom Industries; Philips Healthcare

Special Offer: If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call J.B. Barrow at 919-767-9229 if you have any questions.

Best Practices for Customer-Focused Software Quality Assurance  Non-members: Click here to download a complimentary excerpt of "Best Practices for Customer-Focused Software Quality Assurance" STUDY OVERVIEW Superior product quality is a key differentiator to gain repeat customers in the highly competitive software marketplace... (ID 5024) Companies Profiled: Motorola, Figure Retail Systems, BCS Information Systems, KLA Tencor, more ... Price: $1600.00   Free Excerpt Available

New Product Development: Measuring and Managing Non-Value Added Activities  Non-members: Click here to sign-up for a complimentary tour of "New Product Development: Measuring and Managing Non-Value Addded Activities" STUDY OVERVIEW In today’s digitized, accelerated, and interconnected world, organizations are constantly looking for ways to manage and reduce the amount of resources and costs associated with Non-Value Added Activities in their product development processes... (ID 4987) Companies Profiled: Abbott, Baltimore Aircoil Company, Amadeus IT Group, Computer Associates, more ... Price: $2250.00

Quality & Productivity Metric Design  Non-members: Click here to sign-up for a complimentary tour of "Quality & Productivity Metric Design" STUDY OVERVIEW Companies change their productivity and quality metrics for a variety of reasons... (ID 4965) Companies Profiled: 3M, Unilever, Abbott, Amdocs, more ... Price: $1595.00

Measuring and Demonstrating the Value of Quality Initiatives  Non-members: to download a complimentary excerpt of this study, please click here... (ID 4944) Companies Profiled: 3M Company, Accident Fund, Becton Dickinson, DePuy, more ... Price: $1550.00

Breakthroughs in Lean Sigma and Quality for Transactional Areas and Manufacturing: Meeting Proceedings  OVERVIEW The historic and continued prominence of Six Sigma transcends from its ability to expand beyond its original use in improving processes in manufacturing to transactional areas... (ID 4925) Companies Profiled: Accident Fund Company, GE Infrastructure, Raytheon, PSEG, more ... Price: $750.00

Pharmaceutical Company Profiles of Using Risk-Based Approaches in Drug Development  Non-members: Click here to sign-up for a complimentary tour of "Pharmaceutical Company Profiles of Using Risk-Based Approaches in Drug Development" Study Overview: As the FDA transitions into using a Risk-Based Approach auditing method for inspecting the operations of pharmaceutical companies, many industry leaders are realizing the benefits of using the same model when tracking internal Quality Assurance... (ID 4888) Companies Profiled: Abbott Laboratories, Boehringer-Ingelheim, Wyeth, Eli Lilly and Company, more ... Price: $450.00

Pharma R&D Quality Assurance: Staffing and Use of Risk-Based Approach Programs  Non-members: Click here to sign-up for a complimentary tour of "Pharma R & D Quality Assurance: Staffing and Use of Risk-Based Approach Programs" Study Overview: This study is aimed at helping pharmaceutical R&D Quality Assurance executives tackle two current challenges: optimizing limited QA staff resources and implementing Risk-Based Approach guidelines for GxP oversight... (ID 4884) Companies Profiled: Abbott Laboratories, Wyeth, Novartis, Johnson & Johnson, more ... Price: $1094.00

Quality and Cost-cutting Breakthroughs: Meeting Proceedings  Non-members: Click here to download a complimentary excerpt of "Quality and Cost-cutting Breakthroughs: Meeting Proceedings" This document provides a detailed overview of the November 2003 Global Benchmarking Council meeting, Quality and Cost-cutting Breakthroughs: Case Studies in Operational Excellence... (ID 4844) Companies Profiled: Hewlett-Packard, Texas Instruments, Titan, Productivity Press, more ... Price: $569.95

Pathways To Excellence: Trends in Lean and Six Sigma Research Bundle  This bundle includes best practice case studies presented at the August 2005 Global Benchmarking Council (GBC) conference on Trends in Lean, Six Sigma & Process Excellence: From Early Adopters to Agile Innovators and three sample benchmarking studies conducted by members of Best Practices, LLC's Quality and Performance Forum... (ID 4843) Companies Profiled: 3M, Avaya, Bank of America, Best Manufacturing Practices Center of Excellence, more ... Price: $1574.25

Improving the Quality Function: Driving Organizational Impact & Efficiency  NonMembers: Click here to download a complimentary research excerpt from Improving the Quality Function: Driving Organizational Impact & Efficiency, as well as sample research from: Managing the Supply Chain: Communicating Value to Key Constituencies (4709) Identifying Cost Savings: Metrics for Corporate Financial Shared Services (4461) Study Overview and Key Topics In today's market, most organizations face the challenge of successfully configuring their Quality organizations to deliver optimal performance, impact and efficiency... (ID 4816) Companies Profiled: 3M, Bank of America, ARCELIK, Becton Dickinson, more ... Price: $3834.00

Quality & Compliance: Optimizing Organizational Structures  Non-members: Click here to sign-up for a complimentary tour of "Quality & Compliance: Optimizing Organizational Structures" Study Overview In light of increased FDA scrutiny, Quality and Compliance among pharmaceutical and healthcare companies have become an increased area of focus... (ID 4765) Companies Profiled: Bayer Healthcare, Sanofi-aventis, Abbott Laboratories, MDS Pharma Services, more ... Price: $544.00