ABSTRACT
In this chapter, the authors discuss Improving Testing provided some best-in-class case studies for how quality and process tools can improve the quality and delivery of testing services. A quality program can be thought of as the recipe that defines the sequence and quantities of individual quality improvement activities to be combined to ensure consistent and excellent quality of testing processes over time. Successful pilot projects help demonstrate the usefulness of the quality initiative, not only to the team members and the leadership, but also to the rest of the employees in the organization. The ultimate reason for a quality improvement initiative is to improve the customers' perceptions of quality and service. Public awareness about quality problems in testing is a third environmental issue impacting the future of process tools in the industry. Institute a voice of the customer process to identify the quality attributes that matter most to the customer.
