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Case Studies 8

The document describes a quality improvement process to address problems with a help desk. The process involves defining and quantifying the problem, suggesting the cause, and proposing a solution. It also asks how usual mistakes in software development arise and how to build an effective team. Finally, it asks about metrics for various aspects of software quality.

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167 views4 pages

Case Studies 8

The document describes a quality improvement process to address problems with a help desk. The process involves defining and quantifying the problem, suggesting the cause, and proposing a solution. It also asks how usual mistakes in software development arise and how to build an effective team. Finally, it asks about metrics for various aspects of software quality.

Uploaded by

Kapildev
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC or read online on Scribd
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CSQA R-II Subjective Questions-8 Duration: 1 Hour

1. A help desk in a network control organization received the following problems during a day and
the network administrator resolved them as follows -
Problem Reported
1. Terminal Keyboard locked
2. Terminal 123x is hung
3. Terminal shows no cursor on the screen
4. Unable to start a session
5. Unable to print from e-mail
6. Terminal 324x can't access menu
You have been assigned to lead a quality improvement team to improve the help desk process.
Briefly describe the steps in your quality improvement process, then briefly execute theses steps to
illustrate the execution of each step. As you execute your quality improvement process steps, perform
any analysis needed and indicate any conclusion/ recommendations that result from your analysis.
At a minimum, you should define and quantify the problem(s), suggest a cause and a solution to the
problem needed.

2. Where do you think the usual mistakes in a software development cycle arise from?
CSQA R-II Subjective Questions-8 Duration: 1 Hour

3. What are the 4 phases of team building? How will you solve the problems those will appear in
the team building process?

4. The managers are of the opinion that the team shall not perform reviews on the products they
produce, but have external persons doing it to have additional checks on their team’s work.
Also, this would help ease project pressure. How would you react and why?
CSQA R-II Subjective Questions-8 Duration: 1 Hour

5. Identify the internal customers and their relevant work product(s) in each stage of SDLC other
than the final/end user.

6. A potential customer of your organization requires software that can be provided only with new
tools/technology, not currently available in your organization. Your management has decided
to accept the contract. How should the project be planned for successful completion?
CSQA R-II Subjective Questions-8 Duration: 1 Hour

7. Give Suitable metrics for

i) Usability

ii) Defects

iii) Maintainability

iv) Customer Satisfaction

v) Software Reliability

vi) Completeness of testing

vii) Process Quality

viii) Product Quality

ix) Management’s Commitment to Quality

x) Training

xi) Scalability

xii) Portability

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