User Support Evaluation
User support evaluation is the
quality control
task during which the
user support work products are evaluated.
The typical objectives of the user support evaluation task
are to:
- Determine if the deliverable user support work products
are:
- Correct.
- Complete.
- Consistent (internally, externally with other work
products, and externally with related conventions).
- Understandable.
- Identify defects in the deliverable user support work
products so that:
- The defects can be fixed.
- Defect trend analysis can be performed to improve the
process and staff training.
- Determine if the
user support tasks are:
- Completed.
- Effective.
- Efficient.
The user support evaluation task can typically begin when
the following preconditions hold:
- The
usage
phase has started.
- The
user support inspection team is adequately:
- Staffed.
- Trained in the user support evaluation task.
- Trained in its associated techniques (e.g.,
inspection).
- At least one user support work product is ready for
evaluation.
The user support evaluation task is typically complete when
the following postconditions hold:
- The following user support work products have passed
their evaluations (e.g., inspection):
The user support evaluation task typically involves the
following teams performing the following steps in an
incremental, iterative, parallel manner:
- The
user support team informally evaluates their work products
in accordance with the associated technique used.
- The
user support inspection team formally evaluates these user
support work products in accordance with the associated
technique used.
The user support evaluation task typically can be performed
using the following techniques:
- Quality Evaluation Techniques:
The user support evaluation task typically results in the
production of the following work products:
- Inspecting tends to be the most effective technique for
identifying defects.
- Evaluations can be incremental and are typically
iterative.