Rumela
"Quality" or "Excellence" is something intangible - that results in customer satisfaction or better still customer delight. The software world has seen many models and standards that assure clients of a delivery organisation's commitment to quality. However, there are no dearth of troubled projects even in mature organisations. So how does one go about ensuring delivery excellence in the true spirit ?
I suppose one can either use the reward and/or punishment approach. An analogy with society and the instruments of making people walk on the right path would be
1. Law : Police, Court, Legislation
>> more resource intensive, Cost of Quality is high
>> prime motivation = fear of punishment
>> Quality Assurance & Reviews
2. Religion: Evangelists/Missionaries/Priests/Self Help experts who cite practices, rituals and ceremonies for people to follow
>> prime motivation = desire for the rewards (health, wealth, peace of mind) of practising discipline in daily life
>> Methods, Tools, Processes
3. Philosophy: Self awareness
>> prime motivation = a desire to work for the pleasure of work itself without caring for the result
>> self-motivation, pride in workmanship
If we look at any software delivery organisation, I would associate
# 1 with the SQA function,
#2 with the Software Engineering Process Group function
And as usual # 3 is the tough nut to crack. It is learning and awareness on the part of an invidividual more than Training that is of importance.
And if # 3 is enabled, then automatically # 2 will be practised and # 1 will be needed only on an exception basis.
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