Design for Trustworthy Software : Tools, Techniques, and Methodology of Developing Robust Software

by Jayaswal, Bijay K.; Patton, Peter C.

• ISBN13: 9780131872509
• ISBN10: 0131872508
• Edition: 1st
• Format: Hardcover
• Copyright: 2007-01-01
• Publisher: Prentice Hall

Summary

ASQ 2007 CROSBY MEDAL WINNER! An Integrated Technology for Delivering Better Software-Cheaper and Faster! This book presents an integrated technology, Design for Trustworthy Software (DFTS), to address software quality issues upstream such that the goal of software quality becomes that of preventing bugs in implementation rather than finding and eliminating them during and after implementation. The thrust of the technology is that major quality deployments take place before a single line of code is written! This customer-oriented integrated technology can help deliver breakthrough results in cost, quality, and delivery schedule thus meeting and exceeding customer expectations. The authors describe the principles behind the technology as well as their applications to actual software design problems. They present illustrative case studies covering various aspects of DFTS technology including CoSQ, AHP, TRIZ, FMEA, QFD, and Taguchi Methods and provide ample questions and exercises to test the readers understanding of the material in addition to detailed examples of the applications of the technology. The book can be used to impart organization-wide learning including training for DFTS Black Belts and Master Black Belts. It helps you gain rapid mastery, so you can deploy DFTS Technology quickly and successfully. Learn how to bull; Plan, build, maintain, and improve your trustworthy software development system bull; Adapt best practices of quality, leadership, learning, and management for the unique software development milieu bull; Listen to the customerrs"s voice, then guide user expectations to realizable, reliable software products bull; Refocus on customer-centered issues such as reliability, dependability, availability, and upgradeability bull; Encourage greater design creativity and innovation bull; Validate, verify, test, evaluate, integrate, and maintain software for trustworthiness bull; Analyze the financial impact of software quality bull; Prepare your leadership and infrastructure for DFTS Design for Trustworthy Software will help you improve quality whether you develop in-house, outsource, consult, or provide support. It offers breakthrough solutions for the entire spectrum of software and quality professionals-from developers to project leaders, chief software architects to customers. The American Society for Quality (ASQ)is the world's leading authority on quality which provides a community that advances learning, quality improvement, and knowledge exchange to improve business results, and to create better workplaces and communities worldwide.The Crosby Medalis presented to the individual who has authored a distinguished book contributing significantly to the extension of the philosophy and application of the principles, methods, or techniques of quality management. Bijay K. Jayaswal, CEO of Agilenty Consulting Group, has held senior executive positions and consulted on quality and strategy for 25 years. His expertise includes value engineering, process improvement, a

Table of Contents

Foreword	xxv
Preface	xxvii
Acknowledgments	xxxiii
About the Authors	xxxv
PART I CONTEMPORARY SOFTWARE DEVELOPMENT PROCESS, THEIR SHORTCOMINGS, AND THE CHALLENGE OF TRUSTWORTHY SOFTWARE
Software Development Methodology Today	3	(32)
Software Development: The Need for a New Paradigm	5	(2)
Sidebar 1.1: Computer Complexity	7	(1)
Software Development Strategies and Life-Cycle Models	8	(12)
Build-and-Fix Model	10	(1)
Waterfall Model	11	(1)
Rapid Prototyping Model	12	(1)
Incremental Model	13	(1)
Extreme Programming	14	(2)
Spiral Model	16	(1)
Object-Oriented Programming	17	(2)
Iterative Development or Evolutionary Model	19	(1)
Comparison of Various Life-Cycle Models	20	(1)
Software Process Improvement	20	(7)
Rational Unified Process	21	(1)
Capability Maturity Model	22	(1)
ISO 9000-3 Software Development Guidance Standard	23	(3)
Comparison of RUP, CMM, and ISO 9000	26	(1)
ADR Method	27	(1)
Seven Components of the Robust Software Development Process	27	(2)
Robust Software Development Model	29	(1)
Sidebar 1.2: Mission-Critical Aircraft Control Software	29	(1)
Key Points	30	(1)
Additional Resources	31	(1)
Internet Exercises	31	(1)
Review Questions	31	(1)
Discussion Questions and Projects	32	(1)
Endnotes	32	(3)
The Challenge of Trustworthy Software: Robust Design in Software Context	35	(34)
Software Reliability: Myth and Reality	37	(6)
Similarities and Differences Between Software and Manufactured Products	37	(2)
Comparing Software and Hardware Reliability	39	(2)
Causes of Software Unreliability	41	(2)
Limitations of Traditional Quality Control Systems	43	(1)
Japanese Quality Management Systems and the Taguchi Approach	43	(1)
Sidebar 2.1: The Life and Times of Dr. Genichi Taguchi	43	(2)
Sidebar 2.2: Quality Engineering Methodology at a Glance	45	(1)
Sidebar 2.3: Taguchi on Taguchi Methods	46	(2)
Sidebar 2.4: The Essence of Deming's 14 Points	48	(3)
The Nitty-Gritty of Taguchi Methods for Robust Design	51	(5)
The Concept of Signal-to-Noise Ratio	52	(1)
The Concept of Quality Loss Function	53	(2)
The Concept of Robust Design	55	(1)
The Challenge of Software Reliability: Design for Trustworthy Software	56	(5)
A Robust Software Development Model: DFTS Process in Practice	61	(2)
Key Points	63	(2)
Additional Resources	65	(1)
Internet Exercises	65	(1)
Review Questions	66	(1)
Discussion Questions and Projects	67	(1)
Endnotes	67	(2)
Software Quality Metrics	69	(26)
Measuring Software Quality	71	(1)
Classic Software Quality Metrics	71	(2)
Total Quality Management	73	(1)
Generic Software Quality Measures	74	(9)
Metrics Methodology	74	(2)
In-Process Quality Metrics for Software Testing	76	(1)
Software Complexity Metrics	77	(1)
Software Science	78	(1)
Cyclomatic Complexity	79	(1)
Function Point Metrics	80	(2)
Availability and Customer Satisfaction Metrics	82	(1)
Sidebar 3.1: A Software Urban Legend	83	(1)
Current Metrics and Models Technology	84	(2)
New Metrics for Architectural Design and Assessment	86	(1)
Common Architectural Design Problems	87	(2)
Pattern Metrics in OOAD	89	(1)
Key Points	90	(1)
Additional Resources	91	(1)
Internet Exercises	91	(1)
Review Questions	91	(1)
Discussion Questions and Projects	92	(1)
Endnotes	92	(3)
Financial Perspectives on Trustworthy Software	95	(44)
Why DFTS Entails Different Financial Analyses	97	(1)
Cost and Quality: Then and Now	98	(4)
Cost of Software Quality	102	(16)
Benefits of Cost-of-Quality Analysis	102	(1)
Cost of Quality Tasks	103	(2)
Classification of Cost of Software Quality	105	(4)
Establishing a CoSQ Reporting System	109	(7)
Payback from Investment in Quality	116	(1)
Value of CoSQ Analysis	117	(1)
Pitfalls of a CoSQ Program	118	(1)
Cost of Software Quality Over the Life Cycle	118	(3)
Case Study 4.1: CoSQ at Intents Software	121	(4)
CoSQ and Activity-Based Costing	125	(3)
ABC in a Software Organization	126	(1)
Starting ABC in a Software Organization	127	(1)
Benefits of ABC	127	(1)
Sidebar 4.1: ABC for Service Industries	128	(1)
Quality Loss Function in Software	128	(1)
Financial Evaluation of a DFTS Investment	129	(3)
Metrics for DFTS Evaluation	130	(1)
Establishing a Financial Evaluation Framework for a DFTS Initiative	130	(2)
Key Points	132	(2)
Additional Resources	134	(1)
Internet Exercises	134	(1)
Review Questions	134	(1)
Discussion Questions	135	(1)
Problems	136	(2)
Endnotes	138	(1)
Organizational Infrastructure and Leadership for DFTS	139	(54)
Organizational Challenges of a DFTS Deployment	141	(1)
DFTS Implementation Framework	141	(15)
Step 1: Creating Management Awareness and Buy-in	144	(3)
Step 2: Communicating Top Management's Consensus and Commitment	147	(1)
Step 3: Recognizing Potential Pitfalls of a DFTS Initiative	147	(9)
Sidebar 5.1: Virtuous Teaching Cycle and TPOV	156	(25)
Step 4: Laying Foundations for a Quality-Focused Enterprise	157	(3)
Step 5: Building the Organizational Infrastructure	160	(1)
Step 6: Understanding the Roles of the Key Players	161	(9)
Step 7: Designing a Supportive Organizational Structure	170	(2)
Step 8: Establishing Effective Communication	172	(2)
Step 9: Creating an Appropriate Reward System	174	(1)
Step 10: Establishing Cost of Software Quality	175	(1)
Step 11: Planning and Launching Organization-Wide Learning	176	(1)
Step 12: Implementing the DFTS Model	177	(3)
Step 13: Monitoring and Feedback for Learning and Improvement	180	(1)
Step 14: Freezing the Improvements and Gains	180	(1)
Step 15: Integrating and Expanding the Initiative	181	(1)
Putting It All Together	181	(1)
Key Points	182	(4)
Additional Resources	186	(1)
Internet Exercises	186	(1)
Review Questions	187	(1)
Discussion Questions and Projects	188	(1)
Endnotes	189	(4)
PART II TOOLS AND TECHNIQUES OF DESIGN FOR TRUSTWORTHY SOFTWARE
The Seven Basic (B7) Tools of Quality	193	(34)
The Seven Basic (B7) Tools	196	(2)
Sidebar 6.1: Kaoru Ishikawa: Developing a Specifically Japanese Quality Strategy	198	(2)
B7 in a DFTS Context	200	(1)
Other DFTS Tools, Techniques, and Methodologies	201	(1)
Flowcharts	202	(3)
High-Level Flowcharts	204	(1)
Detailed Flowcharts	204	(1)
Swim Lane Flowcharts	205	(1)
Pareto Charts	205	(1)
Cause-and-Effect Diagrams	206	(6)
Creating Cause-and-Effect-Diagrams to Identify Causes	208	(2)
Cause-and-Effect-Diagrams for Process Classification	210	(2)
Scatter Diagrams	212	(2)
Check Sheets	214	(1)
Histograms	215	(3)
Determining the Distribution Pattern	216	(1)
Determining Whether Specifications Are Satisfied	217	(1)
Comparing Data by Stratifying	217	(1)
Graphs	218	(1)
Control Charts	219	(3)
Key Points	222	(1)
Additional Resources	223	(1)
Review Questions	223	(1)
Discussion Questions	224	(1)
Endnotes	225	(2)
The 7 MP Tools: Analyzing and Interpreting Qualitative and Verbal Data	227	(26)
The N7 and 7 MP Tools	230	(1)
Typical Applications of 7 MP Tools	231	(3)
Affinity Diagram	234	(4)
Interrelationship Diagraph (I.D.)	238	(2)
Tree Diagram	240	(4)
Prioritization Matrices	244	(1)
Matrix Diagram	244	(1)
Process Decision Program Chart (PDPC)	245	(1)
Activity Network Diagram	246	(1)
Behavioral Skills for 7 MP Tools	247	(1)
Key Points	248	(1)
Additional Resources	249	(1)
Review Questions	249	(1)
Discussion Questions and Projects	250	(1)
Endnotes	250	(3)
The Analytic Hierarchy Process	253	(50)
Prioritization, Complexity, and the Analytic Hierarchy Process	255	(1)
Multiobjective Decision-Making and AHP	256	(5)
Terminology	258	(1)
Structuring an Objectives Hierarchy	258	(3)
Decision Hierarchy	261	(1)
Case Study 8.1: MIS Director's IT Dilemma	261	(1)
Case Study 8.1 Solution Using Expert Choice	262	(14)
Step 1: Brainstorm and Construct a Hierarchical Model of the Problem	263	(1)
Step 2: Derive Ratio Scale Priorities for the Objectives	264	(3)
Step 3: Derive Priorities for the Alternatives with Respect to Each Objective	267	(6)
Step 4: Synthesis	273	(3)
Approximations to AHP with Manual Calculations	276	(13)
Approximate Solution Method 1	276	(8)
Approximate Solution Method 2: Brassard's Full Analytical Criteria Method for Prioritization	284	(5)
Conclusion	289	(1)
Key Points	289	(1)
Additional Resources	290	(1)
Internet Exercises	290	(1)
Review Questions	290	(1)
Discussion Questions and Projects	291	(1)
Problems	292	(8)
Problem 1: Managing Complexity in System Conversion	292	(2)
Problem 2: Managing Software Complexity in a High-TechStart-up Enterprise	294	(2)
Problem 3: Complexity in Patient Record Systems	296	(1)
Problem 4: Oil Well Drilling Decision System	297	(2)
Problem 5: The ROI Issue	299	(1)
Problem 6: An Abstract Complexity Analysis	299	(1)
Problem 7: Sensitivity to Complexity	300	(1)
Endnotes	300	(3)
Complexity, Mistakes, and Poka Yoke in Software Development Processes	303	(26)
Poka Yoke as a Quality Control System	305	(1)
Principles of Poka Yoke	306	(1)
Causes of Defects: Variation, Mistakes, and Complexities	307	(2)
Situations in Which Poka Yoke Works Well	309	(1)
Mistakes as Causes of Defects	310	(2)
Controlling Complexity in Software Development	312	(4)
Mistakes, Inspection Methods, and Poka Yoke	316	(1)
Deploying a Poka Yoke System	317	(4)
Identifying a Poka Yoke Solution	321	(1)
Key Points	322	(2)
Additional Resources	324	(1)
Internet Exercises	325	(1)
Review Questions	325	(1)
Discussion Questions and Projects	326	(1)
Endnotes	326	(3)
5S for Intelligent Housekeeping in Software Development	329	(16)
5S: A Giant Step Toward a Productive Workplace Environment	331	(1)
Implementation Phases of the 5S System	332	(2)
Phase 1: Sorting/Cleaning Up	332	(1)
Phase 2: Straightening/Orderliness	332	(1)
Phase 3: Shine/Cleanliness	333	(1)
Phase 4: Standardize	333	(1)
Phase 5: Sustain/Discipline	333	(1)
The 5S System and the DFTS Process	334	(1)
Sidebar 10.1: From 5S to the Lean DFTS Process	335	(3)
Overcoming Resistance	338	(1)
Implementing 5S	339	(2)
Step 1: Management Buy-in	340	(1)
Step 2: Training and Implementation	340	(1)
Step 3: Link to a Reward System	340	(1)
Step 4: Follow-up and Continuous Improvement	340	(1)
Key Points	341	(1)
Additional Resources	342	(1)
Internet Exercises	342	(1)
Review Questions	343	(1)
Discussion Questions and Projects	343	(1)
Endnotes	344	(1)
Understanding Customer Needs: Software QFD and the Voice of the Customer	345	(60)
QFD: Origin and Introduction	347	(16)
What's Different about QFD as a Quality System?	348	(2)
The History of QFD	350	(1)
The History of Software QFD	350	(2)
So, What Is QFD and Why Do We Need It?	352	(2)
A Focus on Priority	354	(1)
QFD Defined	355	(1)
QFD Deployments	356	(1)
The Four-Phase Model of QFD	357	(2)
The ``House of Quality'' Matrix	359	(4)
Problems with Traditional QFD Applied to Software	363	(4)
Traditional QFD Failures	363	(1)
``The Matrix Is Too Big''	364	(1)
``It Takes Too Long''	365	(1)
``We Knew That Already''	365	(2)
Modern QFD for Software	367	(3)
Blitz QFD	368	(1)
The Seven Management and Planning (7 MP) Tools	368	(1)
Customer Satisfaction and Value	369	(1)
The Blitz QFD Process	370	(16)
Step 1: Key Project Goal	371	(1)
Step 2: Key Customer Segment	371	(1)
Step 3: Key Process Steps	372	(1)
Step 4: Go to Gemba	372	(2)
Step 5: What Are the Customer Needs?	374	(3)
Step 6: Structure the Customer Needs	377	(1)
Step 7: Analyze Customer Needs Structure	378	(1)
Step 8: Prioritize the Customer Needs	378	(2)
Step 9: Deploy Prioritized Customer Needs	380	(2)
Downstream Deployments: Analyze (Only) Important Relationships in Detail	382	(1)
The ``House of Quality'' and Beyond	383	(2)
Six Sigma Projects	385	(1)
Follow-Up: Apply, Evolve, and Improve the Process	385	(1)
Rapid Development	385	(1)
Schedule Deployment with Critical Chain Project Management	386	(1)
Implementing Software QFD	386	(5)
The People Side of QFD	386	(1)
QFD Challenges and Pitfalls	387	(3)
How to Implement Software QFD	390	(1)
Conclusion	391	(2)
Modern QFD in the DFTS Process	391	(2)
Key Points	393	(1)
Additional Resources	394	(1)
Internet Exercises	395	(1)
Review Questions	396	(1)
Discussion Questions	397	(2)
Endnotes	399	(5)
About the Author	404	(1)
Creativity and Innovation in the Software Design Process: TRIZ and Pugh Concept Selection Methodology	405	(26)
The Need for Creativity in DFTS	407	(1)
Creativity and TRIZ	407	(1)
Sidebar 12.1: What Is Serendipity?	408	(3)
Sidebar 12.2: Being There When the Page Was Blank	411	(1)
TRIZ in Software Development	411	(1)
Sidebar 12.3: Lingua Latina Non Mortus Est	412	(7)
TRIZ, QFD, and Taguchi Methods	419	(2)
Brainstorming	421	(2)
Pugh Concept Selection Methodology	423	(2)
Software as Intellectual Property	425	(2)
Sidebar 12.4: A Picture Is Worth	427	(1)
Key Points	428	(1)
Additional Resources	428	(1)
Internet Exercises	428	(1)
Review Questions	429	(1)
Discussion Questions and Projects	429	(1)
Endnotes	429	(2)
Risk Assessment and Failure Modes and Effects Analysis in Software	431	(18)
FMEA: Failure Modes and Effects Analysis	433	(4)
Upstream Application of FMEA	437	(3)
Software Failure Tree Analysis	440	(3)
Software Failure Modes and Their Sources	443	(2)
Risk Assignment and Evaluation at Each Stage of DFTS	445	(1)
Key Points	446	(1)
Additional Resources	447	(1)
Internet Exercises	447	(1)
Review Questions	447	(1)
Discussion Questions and Projects	447	(1)
Endnotes	448	(1)
Object and Component Technologies and Other Development Tools	449	(30)
Major Challenges in Enterprise Business Applications	450	(1)
Object-Oriented Analysis, Design, and Programming	451	(1)
Sidebar 14.1: The Birth of Object-Oriented Programming	451	(7)
Sidebar 14.2: The Power of Java Middleware	458	(1)
Component-Based Software Development Technology	459	(3)
Extreme Programming for Productivity	462	(1)
N-Version Programming for Reliability	463	(2)
Advantages of NVP	464	(1)
Disadvantages of NVP	465	(1)
Modern Programming Environments	465	(4)
Trends in Computer Programming Automation	469	(3)
Key Points	472	(1)
Additional Resources	472	(1)
Internet Exercises	472	(1)
Review Questions	473	(1)
Discussion Questions and Projects	473	(1)
Endnotes	473	(6)
PART III DESIGNING FOR TRUSTWORTHY SOFTWARE
Quality Measures and Statistical Methods for Trustworthy Software	479	(20)
Trustworthy Software	481	(1)
Microsoft's Trustworthy Computing Initiative	482	(2)
Statistical Process Control for Software Development Processes	484	(7)
Statistical Methods for Software Architects	491	(3)
Key Points	494	(1)
Additional Resources	495	(1)
Internet Exercises	495	(1)
Review Questions	496	(1)
Discussion Questions and Projects	496	(1)
Problems	496	(1)
Endnotes	496	(3)
Robust Software in Context	499	(12)
The Software Specification Process	501	(2)
Sidebar 16.1: A Precise Functional Specification	503	(1)
What Is Robust Software?	504	(1)
Requirements for Software to Be Robust	505	(1)
Sidebar 16.2: Getting the End User's Input	506	(1)
Specifying Software Robustness	506	(2)
Sidebar 16.3: An Example of Parameter Design	508	(1)
Key Points	508	(1)
Additional Resources	509	(1)
Internet Exercises	509	(1)
Review Questions	509	(1)
Discussion Questions and Projects	509	(1)
Problems	510	(1)
Endnotes	510	(1)
Taguchi Methods and Optimization for Robust Software	511	(22)
Taguchi Methods for Robust Software Design	513	(4)
An Example from Engineering Design	517	(4)
An Example from Software Design and Development	521	(5)
Orthogonal Matrices for Taguchi Parameter Design Experiments	526	(3)
Applications to the Design of Trustworthy Software	529	(1)
Key Points	529	(1)
Additional Resources	530	(1)
Internet Exercises	530	(1)
Review Questions	530	(1)
Discussion Questions	530	(1)
Problems	531	(1)
Endnotes	531	(2)
Verification, Validation, Testing, and Evaluation for Trustworthiness	533	(20)
Continuing the Development Cycle	535	(1)
Sidebar 18.1: An Urban Legend About Business Software	536	(1)
Verification	537	(1)
Case Study 18.1: Taguchi Methods for RTOS Design Verification	537	(4)
Validation	541	(1)
Case Study 18.2: Taguchi Methods for Software Validation	541	(3)
Testing and Evaluation	544	(1)
Sidebar 18.2: Testing and Debugging Anomalies	545	(4)
Key Points	549	(1)
Additional Resources	550	(1)
Internet Exercises	550	(1)
Review Questions	550	(1)
Discussion Questions and Projects	550	(1)
Problems	551	(1)
Endnotes	551	(2)
Integration, Extension, and Maintenance for Trustworthiness	553	(14)
Completing the Development Cycle	555	(1)
Integration	555	(1)
Sidebar 19.1: The Supermarine Spitfire	556	(1)
Extension	556	(1)
Case Study 19.1: Extending the Capability of an Electronic Warfare System	557	(1)
Maintenance	558	(1)
Case Study 19.2: Field Maintenance of Software Systems	559	(1)
Sidebar 19.2: Maintaining Sophisticated Software Functionality Out of Existence	560	(1)
Key Points	561	(1)
Additional Resources	561	(1)
Internet Exercises	562	(1)
Review Questions	562	(1)
Discussion Questions and Projects	562	(1)
Problems	562	(1)
Endnotes	563	(4)
PART IV PUTTING IT ALL TOGETHER: DEPLOYMENT OF A DFTS PROGRAM
Organizational Preparedness for DFTS	567	(20)
Time to Ponder	569	(1)
Case Study 20.1: Striving for a Perfect Production Process	569	(3)
Case Study 20.2: Institutionalizing Six Sigma at GE	572	(5)
Leadership Challenges for Transformational Initiatives	577	(1)
Assessing Key Organizational Elements	577	(6)
Creating Leadership Commitment	578	(1)
Understanding the Leadership Role	579	(1)
Assessing Strategic Linkages	580	(1)
Ensuring Organization-Wide Participation	580	(1)
Understanding the Need for Customer Focus	581	(1)
Assessing Current Quality Management Capability	582	(1)
Key Points	583	(1)
Additional Resources	584	(1)
Internet Exercises	585	(1)
Review Questions	585	(1)
Discussion Questions and Projects	585	(1)
Endnotes	586	(1)
Launching a DFTS Initiative	587	(46)
DFTS and the PICS Framework	589	(1)
Plan	589	(3)
Implement	592	(8)
Step 11: Launching Organization-Wide Learning	592	(1)
Designing Learning Curricula: Customization and Differentiation	593	(1)
Training Support Personnel	593	(2)
Step 12: Implementing DFTS Technology: Learning and Application Process	595	(5)
Control	600	(6)
Step 13: Feedback Control Systems	603	(3)
Case Study 21.1: GE's Operating System for Continual Learning and Enrichment	606	(5)
Project Management	610	(1)
Secure	611	(7)
Step 14: Freezing the Improvements and Gains	611	(1)
Step 15: Integrating and Expanding the Initiative	612	(6)
Case Study 21.2: Quality Initiatives and Their Integration at TCS	618	(2)
Application in Small Software Firms and e-Cottages	620	(1)
What's Next?	620	(1)
Key Points	621	(2)
Additional Resources	623	(1)
Internet Exercises	623	(1)
Review Questions	624	(1)
Discussion Questions	625	(1)
Endnotes	625	(8)
PART V SIX CASE STUDIES
Cost of Software Quality (CoSQ) at Raytheon's Electronic Systems (RES) Group	633	(10)
Introduction	634	(1)
RES and Its Improvement Program	634	(1)
Cost of Software Quality	635	(1)
RES's CoSQ Model	635	(1)
CoSQ Data Gathering	636	(1)
Experiences and Lessons Learned	636	(5)
CoSQ Model Usage Lessons	636	(1)
Using the CoSQ Data to Understand the Impact of Improvement	637	(3)
CoSQ Costs and Benefits	640	(1)
Institutionalization of CoSQ Tracking	641	(1)
Case Study Implications	641	(1)
Endnotes	642	(1)
Information Technology Portfolio Alignment	643	(22)
Part One---The Challenge	644	(5)
The Five Phases of an Iterative Process	645	(3)
Objectivity, Subjectivity, and Quality	648	(1)
Part Two---A New, Rational Approach	649	(11)
Step 1: Design	649	(1)
Step 2: Structuring Complexity---Focusing on Objectives	650	(1)
Step 3: Measurement	651	(5)
Step 4: Synthesis	656	(1)
Step 5: Optimization	657	(3)
Risk	660	(2)
Extensions	662	(2)
Summary	664	(1)
Endnote	664	(1)
Defining Customer Needs for Brand-New Products: QFD for Unprecedented Software	665	(20)
Introduction	667	(2)
Definition of Value	667	(1)
Why Not Ask?	668	(1)
Unprecedented Products	669	(1)
Defining Brand-New Needs	669	(5)
Methods for Defining Customer Needs	669	(5)
Tools	674	(2)
QFD's Seven Management and Planning (7MP) Tools	675	(1)
Sidebar 24.1: What Is the Theory of Constraints (TOC)?	676	(2)
TOC's Thinking Processes	677	(1)
Last Steps	678	(1)
Marketing Brand-New Products	678	(1)
Layers of Resistance	679	(3)
Conclusion	682	(1)
Acknowledgments	682	(1)
References	682	(2)
About the Author	684	(1)
Jurassic QFD: Integrating Service and Product Quality Function Deployment	685	(22)
Company Profile of MD Robotics	686	(1)
Why QFD?	687	(3)
History of QFD	687	(1)
Kano's Requirements	688	(2)
Triceratops Encounter at Universal Studios Florida Island of Adventure	690	(12)
QFD Template	691	(1)
Voice of Customer Analysis	692	(4)
Emotion Deployment	696	(1)
Body Deployment	697	(3)
Engineering Requirements Deployment	700	(2)
Summary	702	(1)
About the Authors	703	(1)
References	704	(3)
Project QFD: Managing Software Development Projects Better with Blitz QFD	707	(22)
Introduction	709	(1)
Failure	709	(1)
Partial Success	710	(1)
QFD Defined	710	(1)
Starting Right	710	(1)
Problems with New Development	710	(4)
Incoherent Development Is Inefficient	711	(2)
Coherent Development Is Efficient	713	(1)
Focus on Value with Project QFD	714	(11)
Seven Steps to Better Projects	715	(10)
Summary	725	(1)
Acknowledgments	726	(1)
References	726	(2)
About the Author	728	(1)
QFD 2000: Integrating QFD and Other Quality Methods to Improve the New-Product Development Process	729	(16)
Demand for New Products	730	(1)
Quality and New-Product Development	730	(7)
Modern Quality Tools	732	(2)
New-Product Development Process	734	(3)
Resources for QFD and Other Quality Methods	737	(6)
Analytic Hierarchy Process (AHP) and Analytic Network Process (ANP)	737	(1)
Balanced Scorecard	737	(1)
Blitz QFD	738	(1)
Conjoint Analysis	738	(1)
Consumer Encounters	738	(1)
Customer Integrated Decision Making (CIDM)	738	(1)
de Bono	738	(1)
Deming	738	(1)
Gemba Visit/Voice of Customer Analysis	738	(1)
Hoshin Planning	739	(1)
Kano Model	739	(1)
Kansei Engineering	739	(1)
Lead User Research	739	(1)
Lean Manufacturing	740	(1)
New Lanchester Strategy	740	(1)
Neural Linguistic Programming (NLP)	740	(1)
Project Management	740	(1)
Pugh Concept Selection	740	(1)
QFD (Comprehensive)	740	(1)
Reliability	741	(1)
Seeds to Needs QFD	741	(1)
Seven Management and Planning (7 MP) Tools	741	(1)
Seven Product Planning (7PP) Tools	741	(1)
Seven Quality Control (7QC) Tools	741	(1)
Six Sigma, SPC	742	(1)
Software Engineering	742	(1)
Stage-Gate	742	(1)
Strategic Information Systems (SIS)	742	(1)
Supply Chain Management	742	(1)
Taguchi Methods	742	(1)
Theory of Constraints	742	(1)
Total Quality Management (TQM)	743	(1)
TRIZ	743	(1)
Value Engineering	743	(1)
About the Author	743	(1)
References	744	(1)
Glossary of Technical Terms	745	(8)
Name Index	753	(6)
Index	759

Excerpts

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