PO8 Manage Quality

A QMS is developed and maintained that includes proven development and acquisition processes and standards. This is enabled by planning, implementing and maintaining the QMS by providing clear quality requirements, procedures and policies. Quality requirements are stated and communicated in quantifiable and achievable indicators. Continuous improvement is achieved by ongoing monitoring, analysis and acting upon deviations, and communicating results to stakeholders. Quality management is essential to ensure that IT is delivering value to the business, continuous improvement and transparency for stakeholders.

Control over the IT process of Manage Quality satisfies the business requirement for IT of
  • ensuring continuous and measurable improvement of the quality of IT services delivered
by focusing on
the definition of a QMS, ongoing performance monitoring against predefined objectives
  • implementation of a program for continuous improvement of IT services
is achieved by
  • Defining quality standards and practices
  • Monitoring and reviewing internal and external performance against the defined quality standards and practices
  • Improving the QMS in a continuous manner
and is measured by
  • Percent of stakeholders satisfied with IT quality (weighted by importance)
  • Percent of IT processes that are formally reviewed by QA on a periodic basis and that meet target quality goals and objectives
  • Percent of processes receiving QA review
Management of the process of Manage Quality that satisfies the business requirement for IT of ensuring continuous and measurable improvement of the quality of IT services delivered is:

1 Non-existent
2 Initial/Ad Hoc
3 Repeatable but Intuitive
4 Defined
5 Managed and Measurable
6 Optimized

Benchmarks/Guidelines for Scoring

1 Non-existent when
The organization lacks a QMS planning process and a system development life cycle (SDLC) methodology. Senior management and IT staff members do not recognize that a quality program is necessary. Projects and operations are never reviewed for quality.
2 Initial/Ad Hoc when
There is a management awareness of the need for a QMS. The QMS is driven by individuals where it takes place. Management makes informal judgments on quality.
3 Repeatable but Intuitive when
A program is being established to define and monitor QMS activities within IT. QMS activities that do occur are focused on IT project- and process-oriented initiatives, not on organization-wide processes.
4 Defined when
A defined QMS process is communicated throughout the enterprise by management and involves IT and end-user management. An education and training programme is emerging to teach all levels of the organization about quality. Basic quality expectations are defined and are shared amongst projects and within the IT organization. Common tools and practices for quality management are emerging. Quality satisfaction surveys are planned and occasionally conducted.
5 Managed and Measurable when
The QMS is addressed in all processes, including processes with reliance on third parties. A standardized knowledge base is being established for quality metrics. Cost-benefit analysis methods are used to justify QMS initiatives. Benchmarking against the industry and competitors is emerging. An education and training program is instituted to teach all levels of the organization about quality. Tools and practices are being standardized, and root cause analysis is periodically applied. Quality satisfaction surveys are consistently conducted. A standardized program for measuring quality is in place and well structured. IT management is building a knowledge base for quality metrics.
6 Optimized when
The QMS is integrated and enforced in all IT activities. QMS processes are flexible and adaptable to changes in the IT environment. The knowledge base for quality metrics is enhanced with external good practices. Benchmarking against external standards is routinely performed. Quality satisfaction surveying is an ongoing process and leads to root cause analysis and improvement actions. There is formal assurance on the level of the quality management process.