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    Studying documentation requirements for quality assurance in healthcare software development environments following Scrum practices : a thesis submitted for examination for the degree of MPhil in Engineering at Massey University, New Zealand
    (Massey University, 2016) Wickramasinghe, Shanuka G
    Over the past decade software development has expanded into almost every sector of business and technology. Currently, Agile software development methods are much preferred over traditional software development methods which rely on heavy documentation. Agile methodologies such as Scrum (the focus of the study) rely on minimal documentation. However, software development organizations who seek accreditation against an internationally recognized quality management system (QMS) standard such as ISO 9001:2008 need to maintain a certain level of documentation to meet the requirements stipulated in the QMS standard. This study was undertaken to answer the following overall research question, in relation to healthcare software development: what would be the minimum level of documentation that would be acceptable for a Health-IT organization pursuing Scrum, if they are to maintain an internationally recognized QMS standard such as ISO 9001:2008? This overarching research question was first investigated through in-depth literature synthesis and subsequently discussed with a panel of experts. An iterative research design utilizing Delphi-like problem solving method was used to gather insights from Scrum practitioners. The study identified 23 documents to have varying levels of usefulness and importance to three categories of Scrum users, specifically Scrum Master, Product Owner, and Development Team. The study further identified the level of conciseness required in each document (to suit each category of Scrum users) and the stage in which each document should be prepared to add maximum value in using documentation. The study identified seven negative experiences Scrum practitioners come across: documents being difficult to understand by nontechnical customers; purpose of documents not being explicit; no follow-up with client’s feedback; excessive re-work on documents; deficiencies in document validation; lack of risk analysis reports and disruptions in software development. The study also identified seven problems practitioners face in creating important documents: lack of skilled document writers; last minute/hasty document preparation; misunderstanding the purpose/intent of Agile; lack of a common documentation standard; perceiving document creation as a burden; poor tooling for documentation and lack of right staff. It is expected that the study would benefit both the academia and the practitioner in gaining greater insights on the issue of documentation in Scrum.
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    The integrated continuous improvement project : a thesis presented in fulfilment of the requirements for a Masters of Philosophy in Quality Systems at Massey University
    (Massey University, 2005) Burton, Penelope Susan
    This thesis represents the outcome of a research project undertaken to enhance the continuous improvement aspect of quality management in an engineering services company. The solution proposed involved creating an electronic reminder system to encourage colleagues to follow through on suggested improvements. This thesis describes the preparation, process, learning achieved and pitfalls encountered in the process of attempting to create such a system. The proposed system was to be a robust, effective electronic system, which allows continuous improvement efforts (including their outcomes) to be visible from a central place; be intuitive to use; have facilities to report progress - at different levels and within different groups; create effective reporting to interested parties; and enable analysis and evaluation of nature and status of suggested improvements. This thesis includes a review of literature relating to the Plan-Do-Check-Act (PDCA) cycle, continuous improvement, systems thinking, total systems intervention, and learning organisations, which were read in order to gain a clearer understanding of the shape of future continuous improvement systems. The thesis describes the project methodology followed for the idea conception, design, and specification of the system, assessment of suppliers and of their proposed solutions. Organisational influences that affected the project are discussed using five key filters - mechanical, organic, cultural, political and cybernetic - suggested in systems thinking literature, and project and thesis outcomes are described.
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    An investigation into the factors affecting adoption of NZS/ISO 9000 in New Zealand and the benefits gained by certified companies : a thesis presented in partial fulfilment of the requirements for the degree of Masters of Technology in Quality Systems at Massey University
    (Massey University, 1994) Dobbin, David John
    It was believed that there was a lack of knowledge of the real factors that hindered or helped ISO 9000 implementation and that many companies set out to gain certification without a clear understanding of what resources are required, the factors that may hinder the implementation of ISO 9000, or the actual benefits they may achieve. This thesis investigates the factors that affect the implementation of ISO 9000 in New Zealand, and the actual benefits gained. It is the result of personal discussion and correspondence with currently practicing quality consultants, and a survey sent to every certified company whose listing was available and to a random selection of non-certified companies in New Zealand. Two objectives formed the foundation of this research. The first was to identify the factors that actually affect ISO 9000 implementation in New Zealand companies. This included factors that help and factors that hinder ISO 9000 implementation. The second was to determine the benefits that companies claim to derive from ISO 9000 implementation and certification. The research was conducted in eight steps: i) A literature search was conducted in order to gain an understanding of the types of issues surrounding quality systems implementation and the possible benefits gained. ii) Letters were sent to Quality consultants currently practicing in New Zealand asking for their perspective and experience of the factors that affect ISO 9000 implementation and benefits actually gained. iii) Development of a self-administered survey questionnaire. iv) A pilot trial of the first draft of the survey questionnaire was conducted with intended local certified and non-certified survey recipients. v) The survey administered as a mail-out questionnaire directed to company managers. A total of 190 questionnaires were sent to certified companies, and 809 to currently non-certified companies. vi) Information collation, tabulation, and storage stage. vii) A follow-up survey of one hundred and nineteen companies of a similar distribution throughout New Zealand as the original non-certified sample was conducted to determine the intentions of those companies with regards to ISO 9000 implementation in order to verify that the non-certified survey responses that were received were not biased towards companies with an interest in ISO 9000. viii) Analysis and collation of the research findings. The factors found that actually affect ISO 9000 implementation in New Zealand companies in order of incidence are: 1. Company culture 2. Management commitment 3. Existing systems 4. Training 5. Complexity of operation 6. Resources 7. The facilitator 8. The market 9. Management practices 10. Degree of realisation of the benefits 11. Communication 12. Responsibility and authority definition 13. Business barriers 14. Customer 15. Magnitude 16. Suppliers 17. Planning 18. Scope The benefits gained by companies certified to ISO 9000 in New Zealand in order of incidence are: 1. Enhanced existing systems 2. Market improvements 3. Reduction in total costs 4. Training 5. Formalisation of procedures 6. Employee Benefits and Company Culture 7. Communication 8. Definition of Responsibility/Authority 9. Technology 10. Resources 11. Continuous Improvement and TQM1 1. TQM is an abbreviation for Total Quality Management 12. Product and/or Service Quality Future benefits expected by certified companies (post-certification) as a result of ISO 9000 implementation and certification, in order of incidence are: 1. Market improvements 2. Continuous improvement and Total Quality Management 3. Reduced total costs 4. Improved management practices 5. Surveillance audits ensuring continued internal compliance to procedures 6. Employee benefits This study was conducted with the sponsorship of KPMG Peat Marwick in an effort to address the growing need to understand the factors that affect the implementation of ISO 9000, and the benefits to be gained, and is aimed towards gaining better control of the implementation process.
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    A critical systems view of quality assurance in New Zealand universities : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philososphy in Education at Massey University, New Zealand
    (Massey University, 2011) Paewai, Shelley Ruth
    The present study uses a critical systems approach to explore quality assurance in New Zealand universities. It combines information from the international and New Zealand literature with findings from a case study university to investigate perceptions of quality and quality assurance at different levels of the New Zealand university system. The research shows that existing approaches to quality assurance have not followed the principles of quality management to improve the core productive enterprise of the organisation. Instead, the approaches have been advanced in agencies outside universities to the point where they now exist in and of themselves, and for purposes that are no longer transparent to those involved or affected by them. The research addresses a perceived gap in terms of defining academic quality in a manner that acknowledges the purposes of universities and their complexity. Current approaches to quality assurance emphasise financial and activity-based accountability which arguably have little to do with improving the quality of teaching, learning and research. By shifting the focus from ‘defining quality’ to articulating the relationship between quality assurance, accountability and quality improvement, standardised approaches such as audit, accreditation and performance reporting can be incorporated alongside the more flexible and adaptive approaches required for the improvement of teaching, learning and research within universities. Insights regarding a clearer pathway for the application of quality assurance in New Zealand universities are outlined. Main issues to be addressed if the quality assurance system is to be improved are related to its purposes, roles and functions, evaluation methodologies and terminology. In particular, there is a need for explicit acknowledgment of the essential role played by the discipline, and the functions of universities and their staff must be better articulated and understood. Improvement of the quality assurance system is also reliant on acceptance of the work already undertaken and its ‘messiness’. Improving teaching, learning and research is not a linear, standardised or tidy business. It is a complex process of developing individual and collective capabilities, taking risks, learning from failure and striving to continuously extend success.