<BLOCKQUOTE><font size="1" face="Verdana, Arial, Helvetica">quote:</font><HR>Originally posted by pats: What is/are the measurements of quality? I am looking for quality measurements form consumer/ customer perspective (fitness for use)<HR></BLOCKQUOTE>
Every customer group/user will decide this for themselves. The responsibility of the QA professional is to ensure that we help them make their measurments testable and measureable.
Ex: I was given a requirement once by the users that the application be "fast". I was unable to get the user to define that requirement, but learned that it was due to a previous app. that was very slow. I let that one slide.
I think quality from a customer perspective should be captured in requirements as accurately and as detailed as possible. The requirements can then be used as a measure of quality. For instance, the application's gotta be fast... it's up to the business analysts (or whoever writes your Requirements Documents) to consider how testable that requirement is and to refine it if it isn't. --> The search feature must return up to 500 records within 30 seconds. Ok, now that better defines customer expectations (quality) and is detailed enough to be measured (tested against).
If the customer has signed off on the requirements and something else comes up, amendments to the Requirements Document may be made. If these changes involve changes in scope of the project, then the customer also needs to know that since it would presumably impact cost and scheduling.
Hmmm... From a customer perspective, interesting. I've done metrics to help development improve their process and to help management with release decisions. Never for the customer.
First, I would guess the obvious ones. What percent of requirements are met, number of defects found after release. But quality to a customer is not just initial quality of the release. It is ongoing and also involves the kind of service they receive. So some other metrics that might be useful are time to resolve defects found after release (by severity), time for customer service reps to give a satisfactory resolution, how long a customer remains on hold waiting for a service rep, etc.