General Process (statement):
Managing quality on the grand scale is best achieved through:
1) start with a small set of features
2) make sure they form a consistent core
3) implement, adapt, test, polish, bring to perfection.
4) incrementally add new elements; perceived quality comes first (usability, accessibility, wow moments, visual polish); experience is the product.
5) resume from 2, redesign and re-implement as needed. change is good and healthy
6) when the time, the budget and the quality is up-to-par, deliver
7) offer support, talk.
The beautiful part is that quality management scales down from the whole to each of the components, to the very last line of code, design document or model. In a word, you can't cheat quality. You can't have high perceived quality on a rotten core. Eventually, it could happen for one product, but at the expense of future development and constantly increasing development costs. True professionals have a good and pragmatic understanding of quality and take great pride in applying these principles throughout their work. They stick to their guns to defend quality in all its dimensions when challenged* (see footnotes).
In my future posts, I will drill down and see how we can deliver a high quality feature, then extrapolate to the whole project in the form of a proposed process. But, before that, I will refer to a possible scenario, that can happen when quality management is not seriously considered from the early stages of product development - excessive overtime due to not meeting quality standards**.
The problem with overtime due to quality issues:
1) Faulty or no quality management procedure leads to:
a) Product looks better on paper than in reality (everything appears as done yet the project has an unknown quality status)
b) Lack of visibility and a clear estimate of the remaining work
2) Because of the overly optimistic view on the project status, new features creep in. In fact, it is very difficult to freeze development because no solid argument can be given. The papers look good, the project seems to be working and roughly healthy. It is this moment, when the game starts to shape-up, that the designers and artists push to add more and more features to the game, without considering very much the possible inconsistencies***. After all, we still have time to tune an polish and then tune again, right? Not quite!
3) Close to the deadline, as the team moves slowly from features to bug fixing, more and more bugs are discovered. This time usually coincides with the moment when the test team is ramped-up and the product is more and more benchmark-ed against quality standards. Slowly, the real picture creeps in.
4) A vicious circle becomes apparent: more resources are added to the end of the project, effort on integrating new people is unknown and not measured, programmers starts hacking through the code, new and reopened issues rise up, more overtime is needed to fix them, yet tired people make new mistakes and the morale goes down. Although the rate of fixing bugs can be positive and on a very good trend, the hidden code quality is decreasing fast, at the expense of future development****.
An even worse consequence can happen: at a certain point, all development is frozen or heavily slowed down for days or weeks because the build is unplayable and a large part of the team can't work.
* Through civilized communication, active listening and understanding of all opinions. Professionals think in terms of benefit for the customer, cost, industry standards, future investments, return of investment. They don't think of themselves "I am a professional therefore I know what quality means". On the contrary, they are willing to challenge their current perceptions and improve them continuously. Professionalism means modesty and openness to dialogue.
** Overtime can also happen due to the desire to meet a certain market opportunity when the team willingly commits to some seemingly impossible goals, but I will not refer here to this kind of enthusiasm. Most commonly, however, it is a mixture of quality issues, excitement, not finding what is fun soon enough to fit the budget (in game industry) or other scope management issues, all to various degrees. It can be light - few extra hours, maybe a weekend or two once in a while, or it can be worse.
*** It is normal for this to happen because, now, they finally have live feedback on their creative effort. These guys are very passionate and take a lot of pride in their work.
**** As some of the main ingredients of attaining quality are professionalism, excitement and commitment from all the people, excessive overtime is an enemy of quality. While based on previous records we can estimate the needs for overtime in terms of budget buffers, it is important that:
- managers and teams proactively try to estimate and find ways to diminish the need for long hours in the office and keep the project on track early, since the conception phase.
- stabilization and debug periods are planned throughout the course of the project, in order to maintain the build as close as possible to "release quality" and have a good visibility on how it is doing.
- a process is in place to ensure that quality from the user's perspective is attained on solid grounds and that the project is not rotting inside - quality is sustainable on the long run.
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