Quality Objectives

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 Objective 1
Definition:

The Average Customer Satisfaction Index should be at least 3.5 on an

average for all projects delivered in the next 12 months.

Formula: Sum of CSI of all the projects/No of Projects

Data Source: Project Evaluation report

Method: PM should take the Project evaluation feedback from Client at the
end of the project or six months whichever comes first.

SQA should collect the latest CSI values from all the projects for every three
months and publish the Average CSI to Management.

Action:
Management team will take the appropriate steps to improve the CSI if target
Is not met or will revise the target.

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 Objective 2
Definition:

Each allocated practitioner to any given project should have a minimum of

90% Utilization on that project .

Formula: Actual Effort of Resource/Estimated Effort of resource

Data Source: Weekly Status Report (Est vs Act), Time Track

Method: PM will calculate utilization of resources in the project and

send it to SQA.

SQA will validate the reports and publish to Management team.

Action:

Management team will take the appropriate steps to improve the utilization of
resources if target is not met or will revise the target.

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 Objective 3
Definition:

Number of Training days per person should be greater than

2.5 days in the next 12 months.

Formula: Total effort in Hrs on Training /8

Data Source: Time Track

Method: Training team will calculate the Training days for all resources
and send to SQA

SQA will validate the reports with training records and publish to
Management team

Action:

Management team will take the appropriate steps to improve the training
program/attendance if target is not met or will revise the target.

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 Objective 4
Definition:

The actual hours spent not to exceed more than 10% as compared to the
estimated hours for all projects at each milestone

Formula: Actual Efforts/Estimated Efforts

Data Source: Weekly Status report (Est vs Act), Time Track

Method: PM will calculate the Effort variance for the respective projects
and send it to SQA

SQA will validate the reports and publish to Management team.

Action:

Management team will take the appropriate steps if target is not met or will
revise the target.

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 Objective 5
Definition:

Defect Severity Index for each project should be less than 2.5

Formula: Weighted Count Defects in the project / Total number

of product defects in the project.

Weighted Count of Defects = Critical Defects * 5 +

High Defects* 3 + Medium Defects * 2 + Low Defects

Data Source: Trac

Method: Test team will calculate the DSI for the respective projects and
send it to SQA.
SQA will validate the reports and publish to Management team.

Action:

Management team will take the appropriate steps to improve the DSI if target
is not met or will revise the target.

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