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In Search of Quality

Posted on: 26 August '10


Through my many years in quality assurance, I have come to experience many epiphanies about quality, testing and what these terms actual mean to business owners. My “In Search of Quality” series will be several blogs covering the many aspects and dimensions of identifying, measuring and delivering quality. I can divide my old career into thirds. The first third of my career was at IBM, the second third was an independent consultant and the last third has been director of quality assurance. Each was instrumental in making me a seasoned professional and each situation brought more aspects to consider when making strategic, tactical and course corrective decisions. In my new career, test consulting, I will be drawing upon my many experiences over the last 2 plus decades to lead, mentor and influence clients in how best to approach quality assurance and testing. My point of reference is from an “in-house” software development applications/delivery, ERP implementations, eCommerce B2B/B2C and general software products. My industry experience spans Shipping/Logistics, Publishing, Pharmaceutical, Insurance, Brokerage, Financial/Asset Management, Portfolio Management, Institutional Banking/Accounting and Financial Accounting.

This “In Search of Quality” series will start with discussions around Business Goals/Objectives, Quality Dimensions and Testing. For this group of topics, I will introduce you to my experiences around high performing teams and alignment of goals across the delivery team and organizations. The second set of topics will cover Metrics, ROI, Cost/Benefit analysis; how we can measure the value that the software product is providing to the company. How can the delivery team become more productive/efficient, effective in the jobs they do? Peter Drucker once said “efficiency is doing things right; effectiveness is doing the right things”; it’s something we need to identify, understand and measure. Everyone is accountable for quality. The last set of topics will concentrate on Testing/Quality Control; Strategy, Organization, Methods, Techniques and tools.

I look forward to sharing my experiences with you and hopefully you will get something out of the discussions. Always wanting your feedback and own experiences as there are many ways to success.

Paul Fratellone

Mindtree Blog Archives

Mindtree blog Archives are a collection of blogs by various authors who have independently contributed as thought leaders in the past. We may or may not be in a position to get the authors to respond to your comments.

  • Geetha

    Dear Sir,

    Am looking forward to learning from you in this endless journey of “The Pursuit of WOW”.

    And when you say that “Everyone is accountable for quality,” I remember reading somewhere that ‘The quality of an organization can never exceed the quality of the minds that make it up.’

    And this is one of my favourite quotes on Quality:
    “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This
    is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.” Peter F Drucker

    Thanks and regards,


  • Paul Fratellone

    Indeed very true words. The customer is the final arbitor of how your product has solved their problem. Their satisfaction or disatisfaction will be a directly related to sales & revenue and do not forget about the negative press that any customer can place out on a social networking site. The negative press can spread like wild fire.

  • Catherine

    Informative article on Quality Assurance.