HERNN JIMNEZ & ASOCIADOS

DIVISIN DE CONSULTORIA
SERIE DE MANUALES TCNICOS
GUA DE IMPLEMENTACIN ISO9000



























(Versin 1.01 de Noviembre de 2008)

TODA LA METODOLOGA DE IMPLEMENTACIN DE LA NORMA ISO9000 ES
PROPIEDAD INTELECTUAL DE HERNN JIMNEZ & ASOCIADOS, POR LO TANTO
QUEDA PROHIBIDA SU REPRODUCCIN O UTILIZACIN.

DERECHOS RESERVADOS LEY 23 DE 1982 Y LEY 44 DE 1993

La documentacin del sistema de gestin de la calidad me permite saber exactamente cmo,
dnde, cundo, quin y cundo se hace cada actividad en esta organizacin.

















Este material ha sido producido empleando las licencias de Microsoft para Windows
Vista, Visio 2003 y Office 2007.
Hernn Jimnez & Asociados.
Telfono: (313)3210580
Correo: herjim@cable.net.co
Bogot Colombia.
INTRODUCCION

La familia de normas ISO9126 corresponde a un esfuerzo mundial liderado por EEE para
lograr determinar los criterios, mtodos y procedimientos necesarios para poder garantizar
la calidad de los productos de software siguiendo mtodos reconocidos en la industria
internacional y aplicada por metodologas como CMMI o ITIL del sector productor de
software.


HERNN JIMENEZ BARRERO
GERENTE GENERAL Y CONSULTOR
HJ & ASOCIADOS



ISO/IEC 9162 Y MANTENIBILIDAD
El estndar ISO 9126 del IEEE define un modelo de calidad del software en el que la
calidad se define como la totalidad de caractersticas relacionadas con su habilidad para
satisfacer necesidades establecidas o especificadas. Como ya se mencion en la seccin de
introduccin de este tema, uno de los componentes de la calidad es la facilidad de
mantenimiento, puesto que cuanto mayor sea la mantenibilidad del software, mayor ser su
calidad.
Los atributos de calidad se clasifican segn seis caractersticas (funcionalidad, fiabilidad,
usabilidad, eficiencia, mantenibilidad y transportabilidad), las cuales a su vez se subdividen
en subcaractersticas.
La mantenibilidad se puede subdividir en cinco subcaractersticas del software, que deben
estar presentes para que un software sea mantenible:
1. Analizabilidad, o lo que es lo mismo, la capacidad de un producto software para
poder diagnosticar sus deficiencias o causas de fallos, o de identificar las partes que
deben ser modificadas.
2. Cambiabilidad, o la capacidad de un producto software de permitir implementar una
modificacin especificada previamente. La implementacin incluye los cambios en
el diseo, el cdigo y la documentacin. Si el software es modificado por el usuario
final, entonces, la cambiabilidad puede afectar a la operabilidad.
3. Estabilidad, o la capacidad de un producto software para que se minimicen los
efectos inesperados de las modificaciones.
4. Facilidad de prueba, o la capacidad de un producto software para que se puedan
evaluar las modificaciones.
Conformidad, o la capacidad de un producto software para que se puedan satisfacer los
estndares o normas relativas a la mantenibilidad del software.
NORMA NOMBRE PROPOSITO
ISO9126 - 1 Modelo de calidad en
software
Definiciones

ISO 9126-3 Calidad del producto
software en internet
Calidad de productos para
Internet


CARACTERISITCIAS DEL SOFTWARE:
1. Functionality
2. Reliability
3. Usability
4. Efficiency
5. Maintainability
6. Portability
7. Functionality
Functionality is the essential purpose of any product or service. For certain
items this is relatively easy to define, for example a ship's anchor has the
function of holding a ship at a given location. The more functions a product has,
e.g. an ATM machine, then the more complicated it becomes to define it's
functionality. For software a list of functions can be specified, i.e. a sales order
processing systems should be able to record customer information so that it can
be used to reference a sales order. A sales order system should also provide the
following functions:
8. Record sales order product, price and quantity.
9. Calculate total price.
10. Calculate appropriate sales tax.
11. Calculate date available to ship, based on inventory.
12. Generate purchase orders when stock falls below a given threshold.

The list goes on and on but the main point to note is that functionality is
expressed as a totality of essential functions that the software product provides.
It is also important to note that the presence or absence of these functions in a
software product can be verified as either existing or not, in that it is a Boolean
(either a yes or no answer). The other software characteristics listed (i.e.
usability) are only present to some degree, i.e. not a simple on or off. Many
people get confused between overall process functionality (in which software
plays a part) and software functionality. This is partly due to the fact that Data
Flow Diagrams (DFDs) and other modeling tools can depict process functionality
(as a set of data in\data out conversions) and software functionality. Consider a
sales order process, that has both manual and software components. A function
of the sales order process could be to record the sales order but we could
implement a hard copy filing cabinet for the actual orders and only use software
for calculating the price, tax and ship date. In this way the functionality of the
software is limited to those calculation functions. SPI, or Software Process
Improvement is different from overall Process Improvement or Process Re-
engineering, ISO 9126-1 and other software quality models do not help
measure overall Process costs\benefits but only the software component. The
relationship between software functionality within an overall business process is
outside the scope of ISO 9126 and it is only the software functionality, or
essential purpose of the software component, that is of interest for ISO 9126.

Following functionality, there are 5 other software attributes that
characterize the usefulness of the software in a given environment.
Each of the following characteristics can only be measured (and are assumed to
exist) when the functionality of a given system is present. In this way, for
example, a system can not possess usability characteristics if the system does
not function correctly (the two just don't go together).

Reliability
Once a software system is functioning, as specified, and delivered the reliability
characteristic defines the capability of the system to maintain its service
provision under defined conditions for defined periods of time. One aspect of
this characteristic is fault tolerance that is the ability of a system to withstand
component failure. For example if the network goes down for 20 seconds then
comes back the system should be able to recover and continue functioning.

Usability
Usability only exists with regard to functionality and refers to the ease of use
for a given function. For example a function of an ATM machine is to dispense
cash as requested. Placing common amounts on the screen for selection, i.e.
$20.00, $40.00, $100.00 etc, does not impact the function of the ATM but
addresses the Usability of the function. The ability to learn how to use a system
(learnability) is also a major subcharacteristic of usability.

Efficiency
This characteristic is concerned with the system resources used when providing
the required functionality. The amount of disk space, memory, network etc.
provides a good indication of this characteristic. As with a number of these
characteristics, there are overlaps. For example the usability of a system is
influenced by the system's Performance, in that if a system takes 3 hours to
respond the system would not be easy to use although the essential issue is a
performance or efficiency characteristic.

Maintainability
The ability to identify and fix a fault within a software component is what the
maintainability characteristic addresses. In other software quality models this
characteristic is referenced as supportability. Maintainability is impacted by
code readability or complexity as well as modularization. Anything that helps
with identifying the cause of a fault and then fixing the fault is the concern of
maintainability. Also the ability to verify (or test) a system, i.e. testability, is
one of the subcharacteristics of maintainability.

Portability
This characteristic refers to how well the software can adopt to changes in its
environment or with its requirements. The subcharacteristics of this
characteristic include adaptability. Object oriented design and implementation
practices can contribute to the extent to which this characteristic is present in a
given system.
CHARACTERISTICS SUBCHARACTERISTICS DEFINITIONS
Suitability
This is the essential
Functionality characteristic
and refers to the
appropriateness (to
specification) of the
functions of the software.
Accurateness
This refers to the correctness
of the functions, an ATM may
provide a cash dispensing
function but is the amount
correct?
Functionality Interoperability
A given software component or
system does not typically
function in isolation. This
subcharacteristic concerns the
ability of a software
component to interact with
other components or systems.
CHARACTERISTICS SUBCHARACTERISTICS DEFINITIONS
Compliance
Where appropriate certain
industry (or government) laws
and guidelines need to be
complied with, i.e. SOX. This
subcharacteristic addresses the
compliant capability of
software.
Security
This subcharacteristic relates
to unauthorized access to the
software functions.
Maturity
This subcharacteristic concerns
frequency of failure of the
software.
Reliability Fault tolerance
The ability of software to
withstand (and recover) from
component, or environmental,
failure.
Recoverability
Ability to bring back a failed
system to full operation,
including data and network
connections.

Understandability
Determines the ease of which
the systems functions can be
understood, relates to user
mental models in Human
Computer Interaction methods.

Usability
Learnability
Learning effort for different
users, i.e. novice, expert,
casual etc.
Operability
Ability of the software to be
easily operated by a given user
in a given environment.

Efficiency
Time behavior
Characterizes response times
for a given thru put, i.e.
transaction rate.
Resource behavior
Characterizes resources used,
i.e. memory, cpu, disk and
network usage.
Analyzability
Characterizes the ability to
identify the root cause of a
failure within the software.
Maintainability Changeability
Characterizes the amount of
effort to change a system.
Stability
Characterizes the sensitivity to
change of a given system that
is the negative impact that
may be caused by system
changes.
CHARACTERISTICS SUBCHARACTERISTICS DEFINITIONS
Testability
Characterizes the effort needed
to verify (test) a system
change.

Adaptability
Characterizes the ability of the
system to change to new
specifications or operating
environments.
Portability Installability
Characterizes the effort
required to install the software.
Conformance
Similar to compliance for
functionality, but this
characteristic relates to
portability. One example would
be Open SQL conformance
which relates to portability of
database used.
Replaceability
Characterizes the plug and
play aspect of software
components, that is how easy
is it to exchange a given
software component within a
specified environment.





The ISO 9126 Quality Life Cycle Model
The ISO/IEC 9126 quality model describes a two-part model for software product quality:
internal quality and external quality, and
quality in use.
QStudio Enterprise implements the software quality model and provides a coherent framework for
capturing both internal metrics as external metrics.
The first part of the model specifies six characteristics for internal and external quality, which are further
subdivided into subcharacteristics. These subcharacteristics are manifested externally when the software
is used as a part of a computer system, and are a result of internal software attributes.

The second part of the model specifies four quality in use characteristics, but does not elaborate the
model for quality in use below the level of characteristics. Quality in use is the combined effect for the
user of the six software product quality characteristics.
The characteristics defined are applicable to every kind of software, including computer programs and
data contained in firmware. The characteristics and subcharacteristics provide consistent terminology for
software product quality. They also provide a framework for specifying quality requirements for software,
and making trade-offs between software product capabilities.
User quality needs include requirements for quality in use in specific contexts of use. These identified
needs can be used when specifying external and internal quality using software product quality
characteristics and subcharacteristics.
Evaluation of software products in order to satisfy software quality needs is one of the processes inthe
software development lifecycle. Software product quality can be evaluated by measuring internal
attributes (typically static measures of intermediate products), or by measuring external attributes
(typically by measuring the behaviour of the code when executed), or by measuring quality in use
attributes. The objective is for the product to have the required effect in a particular context of use (see
figure above).

Process quality (the quality of any of the lifecycle processes) contributes to improving product quality, and
product quality contributes to improving quality in use. Therefore, assessing and improving a process is a
means to improve product quality, and evaluating and improving product quality is one means of
improving quality in use. Similarly, evaluating quality in use
can provide feedback to improve a product, and evaluating a product can provide feedback to improve
a process.
Appropriate internal attributes of the software are a pre-requisite for achieving the required external

behaviour, and appropriate external behaviour is a pre-requisite for achieving quality in use.

The six quality characteristics of software
The subcharacteristics adopted by ISO/IEC 9126 - 1991, are the following:
Characteristics Subcharacteristics Definitions
Functionality
Suitability
Attributes of software that bear on the presence and
appropriateness of a set of functions for specified tasks.
Accurateness
Attributes of software that bear on the provision of right or
agreed results or effects.
Interoperability
Attributes of software that bear on its ability to interact with
specified systems.
Compliance
Attributes of software that make the software adhere to
application related standards or conventions or regulations in
laws and similar prescriptions.
Security
Attributes of software that bear on its ability to prevent
unauthorized access, whether accidental or deliberate, to
programs or data.
Reliability
Maturity
Attributes of software that bear on the frequency of failure by
faults in the software.
Fault tolerance
Attributes of software that bear on its ability to maintain a
specified level of performance in case of software faults or of
infringement of its specified interface.
Recoverability
Attributes of software that bear on the capability to re-establish
its level of performance and recover the data directly affected in
case of a failure and on the time and effort needed for it.

Usability
Understandability
Attributes of software that bear on the users effort for
recognizing the logical concept and its applicability.
Learnability Attributes of software that bear on the userseffort for learning
its application.
Operability
Attributes of software that bear on the userseffort for operation
and operation control.

Efficiency
Time behaviour
Attributes of software that bear on response and processing
times and on throughput rates in performances its function.
Resource behavior
Attributes of software that bear on the amount of resource used
and the duration of such use in performing its function.
Maintainability
Analyzability
Attributes of software that bear on the effort needed for
diagnosis of deficiencies or causes of failures, or for identification
of parts to be modified.
Changeability
Attributes of software that bear on the effort needed for
modification, fault removal or for environmental change.
Stability
Attributes of software that bear on the risk of unexpected effect
of modifications.
Testability
Attributes of software that bear on the effort needed for
validating the modified software.
Portability
Adaptability
Attributes of software that bear on the opportunity for its
adaptation to different specified environments without applying
other actions or means than those provided for this purpose for
the software considered.
Installability
Attributes of software that bear on the effort needed to install
the software in a specified environment.
Conformance
Attributes of software that make the software adhere to
standards or conventions relating to portability.
Replaceability
Attributes of software that bear on opportunity and effort using it
in the place of specified other software in the environment of
that software.

ISO/IEC 9126-3 : Information technology - Software quality characteristics and metrics - Part 3: Internal
metrics.
This part provides internal metrics for measuring software quality characteristics. An internal metric is a
quantitative scale and measurement method, which can be used for measuring an attribute or
characteristic of a software product, derived from the product itself, either direct or indirect (it is not
derived from measures of the behaviour of the system). Internal metrics are applicable to a non
executable software product during designing and coding in early stage of development process.

METRICAS INTERNACIONALES1 Software Quality Metrics
o 1.1 Correctness
o 1.2 Maintainability
o 1.3 Integrity
o 1.4 Usability
o 1.5 Standard for the Software Evaluation
2 Defect Removal Efficiency
3 Reference
4 Suggested Reading

MEASURE METRICS
1. ndice de satisfaccin del
cliente
Number of system enhancement requests per year
Number of maintenance fix requests per year User
friendliness: call volume to customer service hotline User
friendliness: training time per new user Number of
product recalls or fix releases (software vendors)
Number of production re-runs (in-house information
systems groups)
2. Delivered defect quantities
Normalized per function point (or per LOC) At product delivery
(first 3 months or first year of operation) Ongoing (per year of
operation) By level of severity By category or cause, e.g.:
requirements defect, design defect, code defect,
documentation/on-line help defect, defect introduced by fixes,
etc.
3. Responsiveness (turnaround
time) to users
Turnaround time for defect fixes, by level of severity Time for
minor vs. major enhancements; actual vs. planned elapsed
time (by customers) in the first year after product delivery
</TR>
<B>7. Complexity of delivered product
McCabe's cyclomatic complexity counts across the system
Halsteads measure Card's design complexity measures
Predicted defects and maintenance costs, based on complexity
measures
8. Test coverage Breadth of functional
coverage Percentage of paths,
branches or conditions that were
actually tested Percentage by criticality
level: perceived level of risk of paths
The ratio of the number of detected
faults to the number of predicted faults.


9. Cost of defects
Business losses per defect that occurs during operation
Business interruption costs; costs of work-arounds Lost sales
and lost goodwill Litigation costs resulting from defects Annual
maintenance cost (per function point) Annual operating cost
(per function point) Measurable damage to your boss's career
10. Costs of quality activities
Costs of reviews, inspections and preventive measures Costs
of test planning and preparation Costs of test execution, defect
tracking, version and change control Costs of diagnostics,
debugging and fixing Costs of tools and tool support Costs of
tools and tool support Costs of test case library maintenance
Costs of testing & QA education associated with the product
Costs of monitoring and oversight by the QA organization (if
separate from the development and test organizations)
11. Re-work
Re-work effort (hours, as a percentage of the original coding
hours) Re-worked LOC (source lines of code, as a percentage
of the total delivered LOC) Re-worked software components
(as a percentage of the total delivered components)
12. Reliability
Availability (percentage of time a system is available, versus
the time the system is needed to be available) Mean time
between failure (MTBF) Mean time to repair (MTTR) Reliability
ratio (MTBF / MTTR) Number of product recalls or fix releases
Number of production re-runs as a ratio of production runs
NOTAS: R K Jain akshaya bh stevetuf


ISO 9126-3
NOS BASAMOS EN LA NORMA ISO/IEC 9126
ADAPTACIN WEB

El estndar ISO 9126 define un modelo de calidad del software en el que la
calidad se define como la totalidad de caractersticas relacionadas con su
habilidad para satisfacer necesidades establecidas o especificadas.
Los atributos de calidad se clasifican segn seis caractersticas (funcionalidad,
fiabilidad, usabilidad, eficiencia, mantenibilidad y portabilidad), las cuales a su
vez se subdividen en subcaractersticas.
La ISO 9126 se basa en los siguientes fundamentos:
El objetivo no es necesariamente alcanzar una calidad perfecta, sino la necesaria y
suficiente para cada contexto de uso a la hora de la entrega y del uso del software
por parte de los usuarios.
Es necesario comprender las necesidades reales de los usuarios con tanto detalle como
sea posible (requisitos).
Razones por la cual se definen los siguientes aspectos de calidad:
Interna: medible a partir de las caractersticas intrnsecas, como el cdigo
fuente.
Externa: medible en el comportamiento del producto, como en una prueba.
En uso: durante la utilizacin efectiva por parte del usuario.
ISO 9126 nos permite definir un modelo de calidad, para nuestra empresa, en
base a las 6 caractersticas que se indican en el estndar. El modelo de calidad
que definamos nos dar como resultado el grado de calidad de cada uno de

nuestros productos software.
La primera parte contiene las caractersticas y subcaractersticas para la
determinacin de la calidad de un producto. Estas se listan a continuacin:
1. Funcionalidad
i. Adecuacin
ii. Exactitud
iii. Interoperabilidad*
iv. Seguridad
v. Conformidad
2. Fiabilidad
i. Madurez
ii. Tolerancia a Fallos
iii. Recuperabilidad
iv. Conformidad
3. Usabilidad
i. Compresibilidad
ii. Facilidad de aprendizaje
iii. Operabilidad
iv. Atraccin
v. Conformidad
4. Eficiencia
i. Comportamiento temporal
ii. Utilizacin de recursos
iii. Conformidad
5. Mantenibilidad
i. Analizabilidad
ii. Cambiabilidad
iii. Estabilidad
iv. Facilidad de prueba
v. Conformidad
6. Portabilidad
i. Adaptabilidad
ii. Facilidad de instalacin
iii. Coexistencia
iv. Reemplazabilidad
v. Conformidad



BIBLIOGRAFA
http://cnx.org/content/m17461/latest/
http://www.mena.com.mx/gonzalo/maestria/calidad/presenta/iso_9126-3/
http://www.sqa.net/iso9126.html
http://www.triotec.cl/index.php?option=com_content&view=article&id=61&Itemid=71
http://it.toolbox.com/wiki/index.php/Software_Quality_Metrics (CRM IT)