Training

Education and Training - Core and Advanced Curriculum

As part of its program to prepare organizations to secure ISO 9000 registration and continuous improvement, SSQC has developed a series of Core Curriculum courses that address all facets of the registration process.

In addition, SSQC's curriculum addresses Advanced and Specialized Topics such as:

	The SEI Capability Maturity Model - (CMM)^SM
	Models for Software Quality: Comparing the SEI Capability Maturity Model (CMM)^SM to ISO 9001
	Business Process Re-engineering
	Harnessing Technology and Tools for Business Process Implementation and Improvement
	Process Mapping via the UML - Using Visual Roadmaps to Build Consensus
	Streamlining Documentation
	Software Quality Assurance
	Software and Hardware Inspections for Process Improvement
	ISO 15504 (SPICE)
	ISO 12207

To support the frequent case studies and team exercises and to broaden the perspectives to which participants are exposed, all SSQC courses are facilitated by two instructors.

The following pages describe the complete range of courses and seminars available from SSQC as public or on-site offerings. These courses are available to any organization that wishes to sponsor a session. All of these courses are supported by detailed instructor's guides and can be licensed for internal use.

The Core Curriculum

SSQC's core ISO 9000 curriculum offers two parallel sets of courses:

	Track 1 focuses on the requirements of manufacturing and service providers.
	Track 2 focuses on the requirements of software and systems providers.

Because all companies' quality systems are assessed against the same models - ISO 9001, 9002, and 9003 - the courses in both tracks address the same principles and concepts; the tracks differ primarily in emphasis, terminology, and examples.

<Click> on the course numbers for detailed course descriptions.

Course(Track)Title        Audience and Summary                                                   

C101: (1) Executive       For managers who are considering or preparing for registration under   
C102: (2) Overview        ISO 9001 or ISO 9002 and who need a broad understanding of the         
                          associated costs and schedules                                         

C103: (1) Value-Added     For auditors and implementors who assess or manage the assessment of   
C104: (2) Auditing        business practices to ensure on-going effectiveness, suitability, and  
                          compliance with ISO 9001 or ISO 9002.                                  

C105: (1) A Practical     For implementors, ISO coordinators, auditors, and managers who are     
C106: (2) Approach to     creating and managing the plan and establishing the business systems   
          Registration    that will ensure that:                                                 

                             ISO registration is achieved within budget and on schedule and that 
                             The registration-related activities deliver the maximum return on   
                             investment to the organization.

                          Each day of this three-day course is also available as an individual   
                          course, with examples and exercises selected based on the needs of     
                          the participants.: These courses are listed in the following section,
                          Advanced and Specialized Topics.

                          Course  Day 1  Day 2  Day 3                        
                          C105    C203   C206   C207                         
                          C106    C208   C206   C207

Advanced and Specialized Topics

SSQC has also created a wide variety of courses to address specialized needs.

<Click> on the course numbers for detailed course descriptions.

Course Title              Audience and Summary                                             

C201: Models for          For managers, auditors, implementors, and software engineers     
      Software Quality:   who require an understanding of ISO 9001 and Version 1.1 of the  
      Comparing the       CMM.                                                             
      SEI Capability                                                                      
      Maturity Model                                                                      
      (CMM) to ISO 9001                                                                   

C202: Exploding the       For managers, auditors, implementors, and ISO coordinators who   
      Myths of ISO 9001   must overcome objections based on common misconceptions about    
      and ISO 9002        the impact of ISO 9000 registration on an organization's         
                          business practices.                                              

C203: Intensive           For managers, auditors, implementors, and ISO coordinators who   
      Introduction to     require a detailed knowledge of the content of ISO 9001 and ISO  
      ISO 9001 and ISO    9002 and how they apply to their organizations' business         
      9002                practices.                                                       

C205: Models for          For experienced auditors, audit managers, and quality system     
      Software Quality:   implementors familiar with ISO 9001 who must assess the          
      Perspectives for    effectiveness and conformance of an organization's software      
      Auditors            engineering practices.                                           

C206: Process Mapping:    Any individual involved in defining, documenting, or             
      Applying Visual     reengineering business systems to establish a baseline for       
      Roadmaps to Build   current practices, identify opportunities for improvement, and   
      Consensus           improve or optimize organizational performance and planning      
                          accuracy.                                                        

C207: Streamlining        Any individual involved in documenting business systems to       
      Documentation:      establish uniform practices, optimize communication of           
      an Efficient        responsibilities, and minimize training time.                    
      Approach to                                                                          
      Writing                                                                              
      Procedures                                                                           

C208: An Intensive        ISO 9000 coordinators, quality system auditors, management, and  
      Introduction to     other key personnel who are following the ISO 9000-3 guidelines  
      ISO 9001 and        to implement a quality system that conforms to ISO 9001 or ISO   
      ISO 9000-3 for      9002.  Examples are drawn from software engineering              
      Implementors and    disciplines.                                                     
      Assessors in                                                                         
      Software                                                                            
      Engineering                                                                         
      Environments                                                                        

C209: Making the Case     Any individual required to prepare a business case and           
      for ISO 9000:       recommendation to executive management on ISO 9001 or ISO 9002   
      Overcoming the      registration                                                     
      Obstacles to                                                                        
      Registration                                                                        

C210: Harnessing          A quality manager or a process implementor involved in business  
      Technology and      process reengineering (BPR), ISO 9001, total quality             
      Tools for Process   management, continuous improvement, or any other systematic      
      Implementation      effort to improve quality through process definition,            
      and Improvement     implementation, and maintenance.                                 

C211: Software Process    Software development managers and engineering process group      
      Improvement         members investigating or implementing methods for improving the  
      through the CMM     effectiveness of software development                            
      Version 1.1                                                                         

C214: Inspections as a    Software and hardware development managers and engineering       
      Tool for Process    process group members investigating or implementing methods for  
      Improvement         improving the effectiveness of software and hardware             
                          development; any individual who moderates formal inspections.   
                          The course is of particular interest to organizations            
                          implementing processes based on the Software Engineering         
                          Institute (SEI) Capability Maturity Model (CMM)^SM and ISO 9001

Detailed Course Descriptions

C101: Executive Overview: ISO Registration for the Manufacturing and Service Industries

AUDIENCE:

For managers in the manufacturing and service industries who are preparing for registration under ISO 9001 or 9002

OVERVIEW:

The Executive Overview prepares the management team to:

	Understand the major requirements of the ISO 9000 standards
	Select the model appropriate for their business
	Determine a scope of the registration
	Develop criteria for selecting a registrar
	Develop a realistic strategy, budget, effort targets, and time frames for the implementation phases
	Identify organizational requirements and identify members for the implementation and internal audit teams

CONTENT:

The course provides numerous opportunities for questions and discussion.

The ISO 9000 series of standard

	Background
	Product versus quality system registration
	Content and relationship: models and guidelines
	Choosing an appropriate standard
	Registration strategies - scope and phases

Key Clauses in ISO 9001, ISO 9002, and ISO 9003

	Management commitment and responsibility
	Process control
	Documentation: policies, procedures, plans, and records
	Product identification and traceability
	Testing and verification
	Corrective and preventive action
	Training
	Internal audits

Considerations in selecting a registrar

The process for obtaining and retaining registration

The Registration Model

Costs, time frames and responsibilities

The function and benefits of value-added internal audits

Roles and responsibilities

	Organizing for a successful implementation
	The Quality Manager
	The ISO Coordinators and the implementation team
	The internal audit team

DURATION:

1 day

C102: Executive Overview: ISO Registration for Software and System Providers

AUDIENCE:

For managers in the software and computer industry who are preparing for registration under the provisions of ISO 9001

OVERVIEW:

The Executive Overview prepares the management team to:

	Understand the major requirements of the ISO 9001 and ISO 9000-3
	Determine a scope of the registration
	Develop criteria for selecting a registrar
	Develop realistic strategy, budget, effort targets, and time frames for the implementation phases
	Identify organizational requirements and identify members for the implementation and internal audit teams

CONTENT:

The course provides numerous opportunities for questions and discussion.

The ISO 9000 series of standards

	Background
	Content and relationship: models and guidelines
	Registration strategies

Key Clauses in ISO 9001 and ISO 9000-3

	Management commitment and responsibility
	Corrective and preventive action
	Requirements management
	Lifecycle definition
	Validation and verification
	Software and hardware development planning
	Configuration management
	Including third-party software
	Process and product measurement
	Documentation: policies, procedures, plans, and records
	Internal audits

Considerations in selecting a registrar

The process for obtaining and retaining registration

The Registration Model

Costs, time frames, and responsibilities

The function and benefits of value-added internal audits

Roles and responsibilities

	Organizing for a successful implementation
	The Quality Manager
	The ISO Coordinators and the implementation team
	The internal audit team

Impact of other programs

TickIT (UK/NACCB)

DURATION:

1 day

C103: Value-Added Auditing for Manufacturing and Service Providers

AUDIENCE:

For auditors who assess manufacturing or service quality systems for conformance to ISO 9001, 9002, or 9003

OVERVIEW:

Value-Added Auditing prepares participants to:

	Apply the standards to specific situations
	Identify the elements that must be in place to support a successful internal audit program
	Review documentation and develop an audit strategy
	Prepare checklists
	Interview individual contributors and management
	Draft nonconformity reports and observations
	Review corrective action plans
	Audit follow-up activities
	Manage a successful audit program

CONTENT:

The course provides numerous opportunities for questions and discussion.

Introduction to value-added auditing

	Audits as part of the ISO implementation process
	Beyond compliance auditing
	Creating a win-win environment
	Roles and responsibilities
	Myths and misunderstandings about auditing

Managing the audit

	Audit schedules, notices, and programs
	Audit teams
	Consolidating results for management review
	Standard report formats

The auditor's mission

The auditor's role

	Prepare - ISO 9001
	Conduct the interviews - the seven friends
	Present the findings - a true and fair view
	Review Corrective Action Plans
	Follow-up and closure

Auditing in high-technology environments

DURATION:

3 days

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

There are frequent exercises throughout the course. The final day concludes with two case studies that challenge participants to practice their skills from preparing to presenting their findings at an exit meeting.

C104: Value-Added Auditing for Software and System Providers

Audience For auditors who assess the conformance of computer and software development quality management systems to the ISO 9000 models under the 9000-3 guidelines

OVERVIEW:

Value-Added Auditing prepares participants to:

	Apply the standards to specific situations
	Identify the elements that must be in place to support a successful internal audit program
	Review documentation and develop an audit strategy
	Prepare checklists
	Interview individual contributors and management
	Draft nonconformity reports and observations
	Review corrective action plans
	Audit follow-up activities
	Manage a successful audit program

CONTENT:

The course provides numerous opportunities for questions and discussion.

Introduction to value-added auditing

	Audits as part of the ISO implementation process
	Beyond compliance auditing
	Creating a win-win environment
	Roles and responsibilities
	Myths and misunderstandings about auditing

Managing the audit

	Audit schedules, notices, and programs
	Audit teams
	Consolidating results for management review
	Standard report formats

The auditor's mission

The auditor's role

	Prepare - ISO 9001 and ISO 9000-3
	Conduct the interviews - the seven friends
	Present the findings - a true and fair view
	Review Corrective Action Plans
	Follow-up and closure

Auditing in high-technology environments

	Software engineering and TickIT
	Services

DURATION:

3 days

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

C105: A Practical Approach to ISO Registration for Manufacturers and Service Providers

AUDIENCE:

For ISO coordinators, quality system auditors, management, and other key personnel who are involved in implementing a quality system that conforms to the ISO 9000 models

Examples are drawn from a variety of industries.

OVERVIEW:

ISO Registration prepares participants to guide their organizations through the major steps in implementation:

Gain management commitment

Interpret the ISO standards to:

	Leverage current or standard practices that satisfy the requirements of ISO
	Obtain the maximum business benefit from practices that must be improved or added

Define a scope, establish a strategy, and develop a plan for managing the implementation and selecting a registrar

Establish effective systems for:

	Internal audits
	Corrective and preventive action
	Quality system documentation

CONTENT:

The course provides numerous opportunities for questions and discussion.

DAY 1 - ISO 9001 (See C203 for additional detail)

The 20 sections

Accreditation and registrar selection

Core practices and documents

	The quality manual
	Management responsibility
	Quality system documentation: policies and procedures
	Corrective and preventive action
	Internal audits and Training

Impact analysis - for implementation and internal audits

DAY 2 - Process mapping (See C206 for additional detail)

	Gathering information and ensuring buy in
	Mapping techniques
	Identify strengths and weaknesses

DAY 3 - Documentation and Implementation Planning (See C207 for additional detail)

Part 1 - Documentation

	Formats for policies, procedures, and the quality manual
	Techniques for writing effective policies and procedures

Part 2 - Planning

	Defining the deliverables
	Managing the projects

DURATION:

3 days

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

The three days of this course are also offered as individual sessions: C203, C206, and C207.

C106: A Practical Approach to ISO Registration for Software and System Providers

AUDIENCE:

For ISO coordinators, quality system auditors, management, and other key personnel who are involved in implementing a quality system that conforms to the ISO 9001 model as interpreted by ISO 9000-3.

OVERVIEW:

ISO Registration prepares participants to guide their organizations through the major steps in implementation:

Gain management commitment

Interpret the ISO standards to:

	Leverage current or standard engineering practices that satisfy requirements of ISO
	Obtain the maximum business benefit from and organizational support for practices that must be improved or added

Define a scope, establish a strategy, and develop a plan for managing the implementation and selecting a registrar

Establish effective systems for:

	Internal audits
	Corrective and preventive action
	Quality system documentation

CONTENT

The course provides numerous opportunities for questions and discussion.

DAY 1 - ISO 9001 and ISO 9000-3 (See C208 for additional detail)

The 20 sections

Accreditation and registrar selection

Core practices and documents

	Management responsibility, internal audits and training
	Quality system documentation: policies, procedures, the quality manual
	Corrective and preventive action
	Requirements management
	Lifecycle definition
	Configuration management
	Verification and validation requirements and strategies

Impact analysis - for implementation and internal audits

DAY 2 - Process mapping (See C206 for additional detail)

	Gathering information and ensuring buy in
	Mapping techniques
	Identify strengths and weaknesses

DAY 3 - Documentation and Implementation Planning (See C207 for additional detail)

Part 1 - Documentation

	Formats for policies, procedures, and the quality manual
	Techniques for writing effective policies and procedures

Part 2 - Planning

	Defining the deliverables
	Managing the projects

Duration 3 days

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

The three days of this course are also offered as individual sessions: C208, C206, and C207.

C201: Models for Software Quality: Comparing the SEI Capability Maturity Model (CMM)^SM to ISO 9001

AUDIENCE:

For managers, auditors, quality system implementors and software engineers who require an understanding of ISO 9001, Version 1.1 of the Software Engineering Institute (SEI) Capability Maturity Model (CMM)^SM, and the relationship between these two models as they apply to software engineering.

OVERVIEW:

The CMM represents a comprehensive and potentially effective model that can serve as a basis for assessing and improving the effectiveness of software engineering organizations. As such, it is often portrayed as either in conflict with or as a replacement for ISO 9001, which also contains a model for business practices. This course resolves the apparent discrepancies between the two models and presents tools for using each model to complement the other.

CONTENT:

The course provides numerous opportunities for questions and discussion.

PART 1

Overview of ISO 9001 for software - understanding the guidance of ISO 9000-3

Key common compliance indicators for ISO 9001

	Requirements management
	Lifecycle definition
	Verification and validation
	Configuration management
	Support

PART 2

Overview of the CMM (Version 1.1)

	Scope of application
	Key process areas (KPAs)
	Common features
	Key practices and subordinate key practices
	Representing the CMM as a process map

Focus on Level 2

	Key process areas and typical key practices
	Level 2 and Level 3 in commercial software engineering environments

Comparing the CMM and ISO models:

	Key areas of agreement
	Key differences between the CMM and ISO 9001
	Priorities in moving from compliance with one model to compliance with the other

Implementing ISO 9001 in software engineering environments

Impact of other programs

	TickIT (UK/NACCB)
	AMI
	ISO 15504 (SPICE)

DURATION:

One day or two days

Notes: Each participant receives a complete course guide, a copy of ISO 9001, and a copy of Level 2 of the CMM.

This course is available in a one day version (C201-1) and a two-day version (C202-2). While the overall flow of the course remains the same, the level of detail and time for discussion reflects the time available.

C202: Exploding the Myths about ISO 9001 and ISO 9002

Audience For auditors, quality system implementors and quality managers who require an understanding of ISO 9001

OVERVIEW:

Exploding the Myths prepares participants to use ISO 9001 to distinguish fact from fiction and example from requirement in reviewing the flood of articles, speakers, books, software packages, and advice from consultants on how to comply with the International Standards ISO 9001 and ISO 9002.

	What documentation needs to be controlled? And how? Can I use on-line documentation?
	What's a quality manual? Do I need one to get registered?
	What does independent verification personnel mean? Do I have to have a separate QA group?

In this course, you will take a detailed look at ISO 9001 and ISO 9002 to answer your questions about the standards and to prepare you to apply the ISO standards to gain the maximum business benefit for your business.

CONTENT:

This is a unique, interactive session, with frequent opportunities for questions and discussion. Participants will have an opportunity to identify their specific questions and concerns.

Registration The national and international agencies and organizations involved in ISO registration in the US.

	What's most important in picking a registrar?
	What is the bottom line business case for registration?
	What are the costs and benefits - short and long term?
	How long will it take?
	How do I sell senior management?
	Do I have to get registered?
	What is the scope of registration? What is company-wide registration?

The Standards How the clauses of ISO 9001 and ISO 9002 relate to your business practices.

	How do I determine what to do to comply with the standards and get registered?
	Where do I start?
	What do I have to document? And how detailed do I have to be?
	Who has to be involved? And how much do they have to do?
	What can I ask a consultant to do?
	Do my suppliers and subcontractors have to be ISO 9000 registered?
	How do the requirements relate to each other?
	Who do I have to satisfy - my customers? the registrar? myself?
	How do I convince the engineers to support this process?
	Does all this have anything to do with product quality and profit?

Duration

1 day

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

C203: Intensive Introduction to ISO 9001 and ISO 9002 for Implementors and Auditors

AUDIENCE:

For managers, auditors, and quality system implementors from all industry sectors who require a thorough understanding of the ISO 9001 and ISO 9002 standards and how they apply to their organizations and business practices. The requirements for portions of the organization that provide hardware, software, and service are all addressed.

OVERVIEW:

The course begins with an introduction to all of the documents in the ISO 9000 series of standards. Each clause in ISO 9001 and ISO 9002 is discussed in detail, focusing on issues related to implementing and identifying business practices that comply with the standard.

The course also addresses prevalent interpretations held by registrars and suggests techniques for dealing with registrars to minimize miscommunication and misunderstanding regarding the standard.

CONTENT:

The course provides numerous opportunities for questions and discussion.

Introductions

Overview of the documents in the ISO 9000 series

	Models
	Guidelines
	Vocabulary

The 20 sections from a business perspective

	Criteria for determining what sections apply and how to apply them
	Priorities and implementation strategies

Core practices

	The quality manual
	Management responsibility
	Quality system documentation: policies and procedures
	Corrective and preventive action
	Internal audits
	Training

Deriving business benefits from ISO implementation

The registrar's perspective versus the implementor's perspective

Activities registrars (almost) always assess

Impact of other programs

	TickIT (UK/NACCB)
	AMI
	ISO 15504 (SPICE)

DURATION:

One day

Notes: Each participant receives a complete course guide and a copy of ISO 9001.

C205: Models for Software Quality: Perspectives for Auditors

AUDIENCE:

Experienced auditors, audit managers, and quality system implementors familiar with ISO 9001, who:

	Must conduct assessments to establish or improve the capability of internal and external software engineering practices
	Require an overview of software engineering practices from the perspective of ISO 9000-3 and the Software Engineering Institute (SEI) Capability Maturity Model (CMM)^SM

OVERVIEW:

Models for Software Quality: Perspectives for Auditors prepares participants to:

	Extend their skills as ISO 9000 auditors and implementors to address software engineering organizations in four areas: audit planning, identification of nonconformity, recommendations for corrective action, review of corrective action plans
	Apply the SEI CMM as a further resource for assessing and improving the ability of internal and external software engineering organizations
	Dispel concerns about conflicts between 9001 and the CMM

CONTENT:

The course contains numerous examples and workshops drawn from the auditor's perspective

Key clauses and requirements of ISO 9001 and ISO 9000-3 from a software engineering perspective

	Management responsibility: planning and resources
	Design and development
	Verification and validation
	Configuration management
	Corrective and preventive action
	Internal quality system audits

Overview of the CMM: levels and key process areas

	A graphical map for the KPAs
	A detailed look at the key practices in Level 2

Comparing the SEI and ISO models

	Priorities in moving between the models
	Level 2 versus Level 3 in commercial software engineering environments

Other programs: TickIT (UK/NACCB), AMI, and ISO 15504 (SPICE)

Implementation as a managed process - ensuring acceptance and building a quality culture

DURATION:

2 days

Notes: Each participant receives a complete course guide, a copy of ISO 9001 and of level 2 of the CMM.

C206: Process Mapping - Applying Visual Roadmaps to Build Consensus

AUDIENCE:

This course is intended for:

SEPG team members, assessors, or managers who are:

	Implementing quality systems that conform to the SEI/CMM or ISO 9000 models
	Addressing the results of assessments
	Advancing their organizations from CMM Level 2 to CMM Level 3

Managers in TQM environments looking for ways to revitalize lagging process improvement efforts.

Business Process Reengineering (BPR) team members who need to define "as-is" and "to-be" processes.

Software engineers and engineering managers exploring ways to further their organizations’ engineering practices - and to coordinate activities across organizations.

ISO 9000 implementation team members

Anyone involved in defining and documenting systems to baseline or improve organizational performance and planning accuracy. The course focuses on the knowledge, tools, and techniques your team members will need to:

	Select the most appropriate mapping method to analyze existing and proposed activity and define processes that are effective and efficient
	Use mapping techniques to gain and maintain support for implementing effective and efficient engineering, manufacturing, and servicing practices
	Address organizational issues affecting product development and quality
	Identify opportunities for process improvement

OVERVIEW:

Process mapping prepares participants to create visual definitions of proposed or established processes. These maps and the process for creating them:

	Support team discussion, education, and communication
	Highlight misunderstandings, deficiencies, and opportunities for improvement that are obscured by the detail of written procedures.
	Address organizational issues and promote buy-in
	Simplify the documentation process

Process mapping creates a variety of visual definitions that facilitate team discussion and reaching consensus. Process maps highlight opportunities for process improvement and facilitate the resolution of process deficiencies and misunderstandings. Process maps enhance the effectiveness of teams responsible for:

	Implementing software engineering process frameworks (such as ISO 9000-3, Trillium, Bootstrap, and the CMM)
	Creating and executing action plans to address the results of assessments or to advance to Level 3 from Level 2
	Adopting software development methods (such as RAD, JAD, OO)
	Re-engineering business processes

Once a defined process has been agreed to, the maps support education and communication and simplify the documentation process.

As part of the mapping process, the team may have to:

	Analyze and refine development processes that have evolved in a relatively unsystematic manner
	Build consensus among individuals who have been encouraged to develop their own processes.

In software engineering and IT organizations that are still in the start-up phase or are just making the transition from start-up to established, the implementation team may have to facilitate the selection of an effective paradigm and the development of core engineering processes - for project planning and management, testing, and configuration management.

CONTENT:

The course provides numerous opportunities for questions and discussion.

Introduction to process mapping - more than pictures

Application to process definition, implementation, and improvement throughout the organization

Benefits

Key references:

	Jacobson - The Object Advantage, Business Process Reengineering with Object Technology
	Juran - Planning for Quality
	Pressman - Software Engineering - A Practitioner's Approach
	Taylor - Business Engineering with Object Technology
	Yourdon - Modern Structured Analysis
	Yourdon - Mainstream Objects, an Analysis and Design Approach for Business

Five steps in mapping

Preparation

Develop the Data Flow Diagrams (DFDs)

	Focus on scope and activity
	Notation, conventions, rules, and techniques
	Examples

Develop the Entity Relationship Diagrams (ERDs)

	Focus on responsibility
	Notation, conventions, rules, and techniques
	Examples

Develop the State Transition Diagrams (STDs)

	Focus on control
	Notation, conventions, rules, and techniques
	Examples

Develop the Flow Charts (FCs)

	Focus on logic and sequence
	Notation, conventions, rules, and techniques
	Deployment charts
	Object interaction diagrams
	Examples

Selecting the appropriate mapping techniques

Using roadmaps to identify inefficiency and opportunities for error

	Hand-off points and backdoors - optimizing for operation or management
	Parallel vs. sequential operation
	Meeting the real requirements

Meeting the real requirements

The team approach

Ensuring

	Accuracy - Techniques to address Juran's 6 sources of error
	Buy-in

Minimizing organizational disruption

Reducing the learning curve

The impact of technology on mapping

Collaboration

Distribution

Workflow

Object Oriented

Unified Modeling Language (UML)

DURATION:

1 day

Notes: Each participant receives a complete course guide.

C207: Streamlining Documentation - an Efficient Approach to Writing Procedures

AUDIENCE:

ISO coordinators and implementation team members, managers, engineering managers, process improvement group members and software engineering process group (SEPG) members, and trainers in BPR, TQM, CMM^SM, or ISO 9001 environments.

OVERVIEW:

Part 1 of this course, Documentation, prepares participants to write policies and procedures that clearly communicate management's intentions regarding:

	Results: what is to be achieved
	Methods: how results are to be achieved - methods, tools, etc.
	Means: what resources are required by the methods and results

The second part of this course, Implementation Planning, provides tools and techniques that prepare participants to define and manage the ISO, CMM, or any other system implementation - including the documentation-related activities - as a project.

CONTENT:

The course includes numerous exercises and provides frequent opportunities for questions and discussion.

Part 1: Documentation

Results, methods, and means

Involving the right people - a method for creating documentation

How much detail?

	Priorities: the three A's
	Cause and effect

The five traps

Improving procedures

Address, tense, and standard content

Structuring documentation - picking the right architecture

Needs analysis

Document control and technology

	Paper or electronic
	Indexing

The ISO 9001 Quality Manual

Make it useful

Part 2: Planning the Implementation

Turning the decision into action

The distributed implementation

Defining the deliverables

Prioritizing activities

Developing a timeline

	Estimating effort and forward planning
	The four attributes of current quality
	The eleven steps in implementing a process

Managing the project

Reporting progress and change management

Establishing global processes and writing the Quality Manual

DURATION:

1 day

Notes: Each participant receives a complete course guide, including numerous forms, examples, and exercises.

C208: An Intensive Introduction to ISO 9001 and ISO 9000-3 for implementors and auditors in software engineering environments

AUDIENCE:

ISO 9000 coordinators, quality system auditors, management, and other key personnel who are following the ISO 9000-3 guidelines to implement a quality system that conforms to the ISO 9000 models. Examples are drawn from software engineering disciplines.

OVERVIEW:

This course discusses each clause of ISO 9001 in detail, capturing the interrelationships among clauses and between ISO 9001 and the guidance in ISO 9000-3. It provides a range of examples and proven compliance indicators that allow you to:

	Separate fact from fiction and distinguish common solutions, that may not fit your organization's needs, from ISO requirements.
	Identify software engineering practices that comply with the standard
	Assess and plan for the impact of changes in organization, methods, and technology

CONTENT:

The course includes numerous exercises and provides frequent opportunities for questions and discussion.

ISO 9000 series of standards

	Background: guidelines and models
	Content: comparing ISO 9001 and ISO 9000-3
	Choosing an appropriate standard

The process for obtaining and retaining registration

	The Registration Model
	Costs, time frames and responsibilities
	Roles and responsibilities
	Accreditation and registrar selection

ISO 9001 and ISO 9000-3

	Understanding the guidance of ISO 9000-3
	Requirements
	Design
	Verification and validation
	Implementation
	Support
	Configuration management

	Other models and programs: TickIT, The Software Engineering Institute (SEI) Capability Maturity Model - CMM ^SM, ISO 15504 (SPICE)
	Implementation: the practical application of the standards and guidelines: The Implementation Model
	Demonstrating management commitment
	Corrective Action
	Internal audits
	Documentation: policies, procedures, and standards
	Maintaining registration through continuous improvement

DURATION:

1 day

Notes Each participant receives a complete course guide. and a copy of ISO 9001.

C209: Making the Case for ISO 9000 - Overcoming the Obstacles to Registration

AUDIENCE:

Any individual required to prepare a business case and recommendation to executive management on ISO 9001 or ISO 9002 registration.

OVERVIEW:

The course begins with an overview of the background of ISO 9001 and the registration process. Then, the results of recent industry benchmark studies are summarized. Reported registrations costs, return on investment, and qualitative and quantitative benefits are discussed and analyzed for applicability to participants' business environments. Participants will review the actual requirements of ISO 9001 as they discuss and develop strategies to address each of the eleven major barriers to successful ISO registration.

The course concludes with a discussion of the different implementation strategies and with a review of a comprehensive, proven 20-step implementation roadmap and an implementation proposal.

CONTENT:

The course includes numerous exercises and provides frequent opportunities for questions and discussion.

ISO 9000: Background and terms of reference

	Registrars and registration
	Implementation models

Current studies and sources of data

	Justification
	Costs
	Return on investment
	Benefits

Overcoming the 11 barriers - participants review the actual requirements of ISO 9001 as they work in teams to discuss and develop strategies and techniques to address each of the eleven major obstacles to successful ISO registration

	Conflicting interpretations
	Procedure creation
	Not following procedures
	Calibration
	Documentation
	Corrective and preventive action
	Records
	Management commitment
	Planning
	Training requirements

Employee resistance

DURATION:

1 day

Each participant receives a copy of ISO 9001 and sample presentation materials and a sample implementation plan that they can adapt for internal use in their organizations.

C210: Harnessing Technology and Tools for Business Process Implementation and Improvement

AUDIENCE:

A quality manager or a process implementor involved in Business Process Reengineering (BPR), ISO 9001 registration, CMM^sm Implementation, Total Quality Management, Continuous Improvement, or any other systematic effort to improve quality through process definition, implementation, and maintenance. This seminar is of particular interest to those who are involved in the selection and acquisition of consulting services or software applications..

OVERVIEW:

Harnessing Technology explores the types of enterprise-wide, computer-based, process and quality management tools now available to enhance the productivity and success of an organization. The tools are presented in the context of a change management framework, addressing the people-related implementation issues that can slow or stop the introduction of an otherwise effective new tool.

CONTENT:

The course includes numerous exercises and provides frequent opportunities for questions and discussion.

Impact of technology

What is available

	Process planning, design, and redesign
	Work flow and Groupware

TEAM EXERCISE: Distributed quality audit management and reporting (file servers and central access)

Process planning, design, and redesign - issues and solutions

Simulation, optimization, modeling, mapping

Work flow - issues and solutions

	Process control and facilitation: implementing business rules
	Records and documents
	Effective and efficient processes

TEAM EXERCISE: Process definition and documentation (hypertext)

Groupware - issues and solutions

	Work flow plus collaboration
	Sharing documents and data

Implementing work flow and groupware

	From Intranets to Lotus Notes
	Quality system publishing standards (HTML, PDF, etc.)

TEAM EXERCISE: Project management (Intranet solutions)

Standards for data interchange and interoperability (CORBA, etc.)

What technology can and can't do

TEAM EXERCISE: Process management (NOTES)

Selection criteria and methods - 10 key tips

People issues: readiness for change, involvement, attitudes toward technology

Information issues: volume and accuracy

TEAM EXERCISE: Whiteboarding

DURATION:

1 day

Each participant receives a complete course guide.

C211: Software Process Improvement through the CMM Version 1.1

AUDIENCE:

Software development managers and engineering process group members investigating or implementing methods for improving the effectiveness of software development based on the Software Engineering Institute (SEI) Capability Maturity Model (CMM)^SM.

OVERVIEW:

Software Process Improvement through the CMM Version 1.1 provides an introduction to the structure and content of CMU/SEI-93-TR-25 Key Practices of the Capability Maturity Model for Software, Version 1.1. This course focuses on the implementation issues, priorities, and strategies associated with moving to Levels 2 and 3.

CONTENT:

The highly interactive course includes numerous exercises and provides frequent opportunities for questions and discussion.

Background of the CMM

	Language and assumptions
	Myths and misconceptions about the CMM

Structure of the CMM

	Levels
	Key Process Areas (KPAs)
	Common Features
	Key Practices
	Subordinate Key Practices

Overview of the KPAs

	Level 2 - Repeatable
	Level 3 - Defined
	Level 4 - Managed
	Level 5 - Optimizing

Relationships and dependencies among the KPAs

	Common patterns and notable exceptions
	SQA
	Software Product Engineering

Software Process Improvement (SPI) priorities

	Management commitment
	Defining scope
	Establishing a foundation across the levels
	Alternative strategies

CMM-Based Appraisal (CBA) methods

	CBA IPI (Internal Process Improvement)
	CBA SCE (Software Capability Evaluation)
	Interim Profiles

The impact of ISO 15504 (SPICE) and other models

	CAF compliance
	HM² - The Hybrid Multi-Model assessment

DURATION:

1 or 2 day

Each participant receives a complete course guide, reference material, and a soft copy of TR-25 in Microsoft Word for Windows format.

C214: Inspections as a Tool for Process Improvement

AUDIENCE:

Software and hardware development managers and engineering process group members investigating or implementing methods for improving the effectiveness of software and hardware development; any individual who moderates formal inspections. The course is of particular interest to organizations implementing processes based on the Software Engineering Institute (SEI) Capability Maturity Model (CMM)^SM and ISO 9001.

OVERVIEW:

Inspections as a Tool for Process Improvement explores the techniques and people issues associated with conducting formal inspections following the model defined at IBM by Michael Fagan. The course defines a structure and prepares individuals to assume the role of moderator, author, or inspector in a formal inspection process. The application of the tools and techniques to less rigorous review processes is also presented.

CONTENT:

The course includes numerous exercises and provides frequent opportunities for questions and discussion.

Inspection as a method for peer reviews

	The three phases of inspections
	Other methods, including distribution, review, and walkthrough

Roles and responsibilities

	Moderator
	Author
	Inspector
	Recorder
	Manager

Meeting guidelines

	Number of participants
	Length
	Content
	Sample forms and templates

The Moderator's role

	Planning the meeting
	Developing checklists
	Facilitating discussion
	EXERCISE: Facilitating the Meeting
	Follow-up
	Reporting results
	EXERCISE: Defining Results

EXERCISE: Conducting an inspection

This exercise is tailored to the needs of the group. SSQC provides a series of specifications and designs for a hardware and software environmental monitoring system. The documents are structured so that Marketing, Engineering, Test, and Quality Assurance personnel can all participate. By prior arrangement, suitable documents, code, and other work products provided by participants can be inspected.

DURATION:

1 day

Each participant receives a complete course guide.