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Assessment Criteria

1.3 Evaluate the output of the process and the

quality gateway
Quality Gateways in the Requirements
The steps to achieve good quality in
requirements definition include:
Elicitation-identifying the customer and user needs
Analysis- establishing an agreed set of requirements
and discovering conflicts, omissions, ambiguity,
overlapping and unrealistic requirements.
Representation-documenting individual
requirements. Specifications.
Validation- checking requirements for omissions,
conflicts and insuring that requirements follow
quality standards.
Figure: Quality Gateway Diagram 2.

Elicitation Analysis Validation


Requirements document
(the output to the process)
Functional Requirements
Non-functional Requirements
Process Outcomes
Customer satisfaction
Cost of process outcome per unit measure
Quantity of output
Reliability of quality of output
Manner of delivery output
Reliability of delivery of process outcome to define programme
Delivery of process outcome within the defined timescale
Success or failure of process
Quantity of rejects, cost of rework
Quantity of waste
Extent of containment of risk
Performance Measure Types Relating to
Outcome: Result for the customer; the gain for them; the capability or benefit they will acquire

Output: Amount of products; extent of services

Quality: The qualitative outcome as judged by the customerattributes/characteristics of the service, product, or
outcome that the customer values and expects
Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials
Reliability: Ability to perform the promised service dependably and accurately
Availability: Ability to access the service or receive the product when needed
Responsiveness: Willingness to help customers and provide prompt service; response time
Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence
Empathy: The caring, individualized attention the firm provides its customers
Self-Reliance: The ability to work in a self-directed way; work on ones own; self-navigate; product easily
accessible; on-demand service.

Examples of ways to measure:

Customer retention
Customer satisfaction
Market share
Performance Measures for External

Funding Agencies
ROI: Return on investment, economic value-added
Employee Productivity Improvement: Output produced compared to
employee compensation=the return on compensation
Unit costs (per unit of output, per transaction)
Cost Reduction: With same or increased value to customers
Cost per customer: Cost of service per customers served
Expansion of customer base: Increase in actual customers served from
potential customer base
Expansion of products and services within funding limitations: New
products or services that increase agency value to customers
Performance Measures Relating
to Internal Business Process

Cycle time reduction: From receipt of request to delivery to customer without

affecting quality
Accuracy: Reduction in number of errors per total output
Quality as judged by the capability of the process
Product quality: Increase in readability/ usability of output, level of reliability of
output, etc.
Accessibility: Increase in product or service accessibility
Communication: Increase in information about the availability of the service and
its usefulness to customers
Performance Measures Relating to
Learning and Growth

Employees satisfaction and information system availability

Skills and abilities acquired and opportunity for practice or application of skills
Opportunity for feedback that supports growth
Support for time and effort
Agreement on expectations