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论文编号：	2700
作者编号：	2120082261
上传时间：	2010/11/23 19:16:54
中文题目：	星辰公司基于过程改进的软件质量管理体系研究
英文题目：	The Research on Software Quality Management System Based on Process Improvement of Star Company
指导老师：	李季
中文关键字：	软件质量管理体系,过程改进,ISO9001,CMMI
英文关键字：	Software Quality Management system, Process Improvement, ISO9001, CMMI
中文摘要：	我国的软件产业起步于80年代，在国家政策的支持下，我国软件产业实现了快速发展，其产业规模、技术水平和研发环境都有了长足的进步，对信息产业、国民经济发展的支撑作用日益明显。2009年，我国软件产业完成软件业务收入9513亿元，同比增长25.6%；全行业完成软件产品收入3288亿元，同比增长26.3%。经过多年精心培育，我国涌现出一批如华为、东软、浙大网新、中兴、中软国际等综合实力较强的龙头骨干软件企业。 同时，我国软件产业仍然存在诸多弊端，总体水平仍处于初级阶段。我国软件产业规模占电子信息产业的比重仅为10%，在全球软件产业中的份额仅为6%，与我国电子大国的地位不相符。当前，我国软件产业以中小企业为主，2006年规模最大的前10家企业软件收入不足100亿美元，相比微软、Oracle、SAP等跨国公司，仍存在很大的差距，我国软件产业在全球软件产业链中基本处于中下游环节。究其原因，主要是国内软件企业缺少核心技术和品牌产品、软件产品缺陷率高、管理存在严重漏洞，导致企业缺乏核心竞争力。 软件产品质量问题，归根结底是管理问题。软件产品本身的一些缺陷隐藏较深且复杂多变，很难像硬件产品一样采用较固定的方法进行检验，很多软件产品在测试中三番五次出现不同问题——鱼过千层网，网网还有鱼，“堵漏”也就成了补丁软件日益增多的主要原因。软件产品的特殊性这也就决定了软件质量控制应该在“过程改进”上下功夫，而不该“亡羊补牢”。然而，国内大多数软件企业对这一点缺乏足够认识，忽视基于过程的软件质量管理。 随着软件的应用越来越广泛，软件质量问题也逐渐成为关注焦点。上个世纪80年代初开始，国际社会就开始研究软件的质量管理问题，很多研究提高产品质量的理论和模型纷纷出台，比较重要的包括：全面质量管理、ISO9000族标准、CMMI模型、ISO/IEC15504等。目前，国际上采用最广泛的是CMMI模型和ISO9000质量管理体系。由于我国软件产业仍以中小企业为主体，这些企业的质量管理工作普遍处于初级阶段，CMMI模型和ISO9000质量管理体系等管理方法不能照抄照搬，寻求适合自身应用和发展的质量管理体系已迫在眉睫。本文正是在这样的背景和需求下，研究典型的中小企业星辰公司的管理过程和发展现状，以过程改进为基本思想，融合CMMI模型和ISO9000质量管理体系为其量身设计了系统化、规范化的软件质量管理体系，并从实践角度提出了实施该体系的方法和途径。 本文采用了三种研究方法。一是文献研究法。查阅40余篇优秀博硕士学位论文、200余篇学术期刊论文及结集出版的论著10余本。在占有详实文献和数据资料的基础上，对其进行整理、归纳、分析，充分了解软件质量管理问题的背景和现状，帮助确定本文切入角度。更深入了解研究课题的“全貌”，为论证的广度和深度提供参考依据。二是模型研究法。依照ISO9000质量管理体系和CMMI模型的主要特征，根据两者之间的相似性和差异性，创设一个适当裁剪、融合两者管理思想的新的体系模型。三是描述性研究法。深入剖析软件质量问题、对照管理理论验证分析、详细阐释。主要包括提出问题、描述问题、探索研究和总结经验等。 本文研究内容包括四个方面。一是软件质量管理的基础理论方法。研究质量管理理论和过程理论的发展，及相关软件质量管理体系和方法。二是星辰公司企业特点、组织结构、工作流程，研究其质量缺陷、企业管理问题，深入研究ISO9001质量管理体系和CMMI模型，对二者的相同点和不同点进行分析，探索两者融合模型对提高软件质量管理水平的现实意义。为有针对性地提出软件质量管理体系架构做准备。三是以“过程改进”为思想基础，将ISO9001质量管理体系与CMMI模型的质量管理要求进行整合，以ISO9000为基础框架，CMMI为补充和细化，建立星辰公司软件过程改进质量管理体系。四是为星辰公司实施软件过程改进质量管理体系提出行之有效的方法和途径。 本文以星辰公司为蓝本，通过分析我国中小软件企业普遍存在的问题和管理现状，研究了以过程改进为基本思想，以ISO9001标准和CMMI融合模型为基本架构模式的软件质量管理体系，并按设计思路和框架提出了在星辰公司建立软件质量管理体系的方法与途径。主要结论包括：一是以“过程改进”为基本思想，深入探讨ISO9001和CMMI两种管理体系的内涵及融合方法；二是将ISO9001和CMMI相融合，构建了星辰公司的软件质量管理体系；三是研究并提出了星辰公司软件质量管理体系实施的具体路径；四是以星辰公司为典型，研究了一些中小软件企业普遍存在的共性问题。因此，本文研究的软件质量管理体系可以为其他中小企业质量管理工作提供借鉴和参考。 我国很多软件企业已通过了ISO9001质量管理体系认证、CMM/CMMI评估，但两种管理思想却在企业中各成一脉，单独运行，无形中增加了企业管理成本，降低了质量管理效率，甚至有些企业通过认证后直接将其丢弃不用，回到了原有的管理模式上。追根溯源，这两种管理方法都属于过程改进方法，其灵魂都是“PDCA循环”，只是实施方法、关注重点、控制环节和粗细程度有所不同。纵观我国相关论著、课题研究等，针对这一问题的研究较少，而这一问题在软件企业中越来越突出。本文研究的主要贡献包括：一是通过对ISO9001和CMMI的比对分析，研究融合的可行性，将这两种国际软件业应用最广泛的质量管理方法进行有效融合；二是以“过程改进”为基本思想，深层次分析以星辰公司为代表的中小软件企业管理过程存在的共性问题，构建了将ISO9001条款和CMMI过程域要求相融合的全新的软件质量管理体系；三是研究软件质量管理体系更为灵活、多样的实施方法和路径，摒除以往空洞的说教，将过程改进工作落实到部门和个人，使其更容易理解体系的实施目标，保障体系的有效运行。
英文摘要：	The software industry of our country originated in 1980s, it developed rapidly with the support of state policies. The industrial scale, technological level and research environment of our software industry have made great progress, which played a large role in the development of information industry and national economy. In 2009, the software business revenue of software industry in our country was 951.3 billion yuan, up by 25.6% over the previous year, the software products’ income of the whole industry was 328.8 billion yuan, up by 26.3% over the previous year. After years of careful cultivation, many leading enterprises of software industry such as Huawei, Neusoft, ZTE, ChinaSoft International have grown rapidly in our country. Meanwhile, there are still many deficiencies in Chinese software industry. The overall development of our software industry is still in its infancy, and the proportion of software industry scale in China is only 10% to electronic information industry, in comparison with global software industry, the proportion is only 6%, all these are incompatible with our country’s position in electronic information. Our software industry is still dominated by small and medium enterprises at present. In 2006, the income of the largest top 10 software enterprises is less than $10 billion, in contrast with famous transnational companies like Microsoft, Oracle, SAP, we have a long way to go. Our software industry is still in a low level, the main reason is lack of core technology and brand products. Our software products hold a high defective rate, our management is still far from perfect, all these lead to the lack of business competitive. The quality problem of software product, in the final analysis, is due to the inferior management. Some pitfalls in software product are deep and complex, it’s hard to inspect them with the fixed method like hardware product. While being tested, many distinct problems of software product are always found, that is the reason why “patch” software became more and more. The particularity of the software product also determines that the software quality control should pay more attention to “process improvement” instead of “mending the fold after the sheep is lost”. Unfortunately, many software companies in our country pay little attention to it, they always attach little importance to the software quality management which based on Business Process. Software quality problem has became the focus with the software widespread used. International Society begun to research this since the early 80 last century, many famous theory and model about software quality were created, including Total Quality Management, ISO9000, CMMI model, ISO/IEC15504 and so on, among which ISO9000 and CMMI model were widely applied. Because software industry in China still exists many deficiencies, and the overall development is still in its infancy, ISO9000 quality management system and CMMI model should not copy others, so it is very necessary to develop a quality management system suitable for self-development. This thesis focus on the management process and development situation of a typical small and medium size enterprise--Star Company, takes “process improvement” as the basic theory, designed a systematic and standardized Software Quality Management System which integrated ISO9000 quality management system and CMMI model, the system is especially suitable for small and medium size enterprise. This thesis also gives the methods to implement the system for the actual operation. Three methods are employed in this thesis. The first is Document Study. To confirm the angle of this thesis, the author collected and analyzed the background information and valuable data by reading more than 40 excellent doctoral theses, 200 articles of academic journals and more than 10 related academic books, then got a complete picture of the subject and provided a basis for argument’s span and depth of this thesis. The second is Model Study. Based on the major features of ISO9000 quality management system and CMMI model and two system’s similarities and differences, a new system model which integrated the management idea of ISO9000 and CMMI model was created in this thesis. The third is Descriptive Research. It emphasizes on deeply analysis, detailed introduction and carefully quality testing, including problem description, research, summary and so on. This thesis covers four parts. The first one introduced the basic theory and methods of software quality management, researched the development of Quality Management theory, Process Theory and other related software quality management systems. In second part, it described the enterprise features, organization structure and working process of Star Company, analyzed the company’s quality defects, enterprise management problems. Then it studied the similarities and differences of ISO9000 and CMMI, pointed out the significance of integrated system. Finally it made a good preparation for presenting the software quality management structure. The third part took “process improvement” as the basic theory, then set up Star Company quality management system by integrating ISO9000 management system and CMMI, in which ISO9000 was used as the base while CMMI as the expansion. In the last part, some effective approaches of improving software quality management system on how to use the method of “process improvement” for Star Company were given. Star Company was used as chief source in this thesis to analyze the management problems of small and medium enterprises in China. According to study the system which combined the basic structure of ISO9000 and CMMI based on the idea of “process improvement”, some effective methods of establishing the software quality management system in Star Company were pointed out. The primary conclusions are as follows: First, it used “process improvement” as the basic theory, analyzed the integrated method and system essential of ISO9000 and CMMI. Second, it set up software quality management system of Star Company by integrating ISO9000 and CMMI. Third, it provided some effective methods on how to set up the software quality management system in Star Company. Fourth, it took Star Company as an example, analyzed the common features of small and medium software enterprises in china. As a result, this software quality management system can be used as a reference for other enterprises. Many Chinese software enterprises have passed ISO9001 international quality management system certification and CMM/CMMI assessment. But the two management ideas worked alone, this virtually increased the enterprise management cost and reduced management efficiency. Some enterprises even gave up the certificate, and used their original management system again. In nature, both tow methods belong to “process improvement”, they are essentially PDCA cycle, just differ in implementation method, focus field and control link. According to relevant documentations, very little research has been done to solve this problem in China, and this problem becomes more and more serious in software enterprise. The main contributions of this thesis are as follows: First, it discussed the feasibility of integrating ISO9000 and CMMI based on careful contrast and analysis, then it integrated the tow software management system which has been widely used in the world. Second, based on “process improvement”, it analyzed common problems of Chinese small and medium software enterprises like Star Company, then set up a new software quality management system by integrating ISO9001 provisions and CMMI process areas. Third, it provided some more flexible and effective methods for software quality management system, it discarded old management idea and implemented the “process improvement” in real earnest. As a result, the purpose of the system would be understood easily, and the system would be run more effective.
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