QA myth busting: Quality can be measured
Blog post from Qase
Quality assurance (QA) is a complex and subjective field where measuring quality definitively is challenging, as illustrated by the analogy of a family road trip where success is not solely based on reaching the destination but also on the experience along the way. Quality is defined by standards like ISO 9000 and ISO 25000 as the ability of a product to fulfill stated and implied needs, yet it remains subjective, relying heavily on client perceptions and experiences. Proxy metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES), while useful for indicating areas needing further analysis, do not directly measure quality and are influenced by biases and external factors. Quality metrics, both external (client satisfaction) and internal (code sustainability), serve as signals rather than finite measurements, requiring thorough analysis to understand underlying issues. The use of tools like Shewhart control charts can help distinguish between normal fluctuations and actual problems. Ultimately, metrics should guide improvement efforts, recognizing the subjectivity of quality and the importance of Total Quality Management (TQM) to enhance both product and process quality.
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