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Author Topic:   ISO documentation for portals
sikdar
Lurker (<10 Posts)

Posts: 5
From:mumbai, india
Registered: Jul 2001

posted 10 July 2001 09:20 AM     Click Here to See the Profile for sikdar   Click Here to Email sikdar     Edit/Delete Message   Reply w/Quote
Can anyone provide me name of portals that have gone for ISO certification or have a matching documentation?

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energy
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Posts: 308
From:New Britain, CT
Registered: Nov 2000

posted 10 July 2001 01:22 PM     Click Here to See the Profile for energy   Click Here to Email energy     Edit/Delete Message   Reply w/Quote
OK, I'll ask. What's a portal? I know "door".

energy

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Al Dyer
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Posts: 814
From:Lapeer, MI USA
Registered: Oct 2000

posted 10 July 2001 05:47 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
Energy,

Thanks for asking! I started to do a couple of web searches to see if I slept through that discussion in quality school.

ASD...

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James Gutherson
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posted 10 July 2001 07:48 PM     Click Here to See the Profile for James Gutherson   Click Here to Email James Gutherson     Edit/Delete Message   Reply w/Quote
Correct me if I'm wrong sikdar, but the 'portal' refered to is a website. Typically one that contains links to a subject of intrest. www.insidequality.com is one, Mark's site could possibly be considered another one. The www.insidequality.com site is however a commercial venture whereby the sells advertising space and attempts to attract 'clicks' by assembling a collection of links to sites of intrest, and other resources, for a particular community.

I would think from a Quality perspective that controlling even the existance of those external links would be hard enough, let alone addressing the quality of their content.

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Al Dyer
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Posts: 814
From:Lapeer, MI USA
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posted 10 July 2001 08:12 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
Don't tell me that we are actually discussing controlling a web link!

ASD...

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sikdar
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From:mumbai, india
Registered: Jul 2001

posted 11 July 2001 12:16 AM     Click Here to See the Profile for sikdar   Click Here to Email sikdar     Edit/Delete Message   Reply w/Quote
ya.....portal is a website!!

Many companies whose sole business is a transaction based website or a pure information based website can actually go for certification under ISO 9000:2000. I am attempting to do one.

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sikdar
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From:mumbai, india
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posted 11 July 2001 12:18 AM     Click Here to See the Profile for sikdar   Click Here to Email sikdar     Edit/Delete Message   Reply w/Quote
for instance what are the quality standards maintained by amazon or fool? Since, like any other business operation they too follow all the procedures of a service industry. Hence, ISO is relevant.

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Andy Bassett
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From:Donegal Ireland
Registered: Jun 1999

posted 11 July 2001 05:38 AM     Click Here to See the Profile for Andy Bassett   Click Here to Email Andy Bassett     Edit/Delete Message   Reply w/Quote
Hello Sikdar

I am actually also about to certify to ISO 9000:2000 a websote company rallypartsireland.com .

As ever i have approached this from the standpoint of what might be useful to the company as opposed to what ISO might require.

In fact i dont really see much difference between a bricks and mortar operation and a website retailer.

There is few useful tricks to be learnt however. For example a website is normally in a constant state of development. To control this i have set up folders in the outlook that automatically captures e mails with specific names. I have now instructed the website developers to send me an e Mail with TEST THIS CHANGE written in the subject line. If i accept it i return the email with CHANGE ACCEPTED or CHANGE NOT ACCEPTED written on it. These e mails are always on copy to the website and are automatically filed. Whats the advantage? At a later stage i can go to the folders and trace every change and subsequent acceptance or rejection.

This is just one example, if you have any other points you wish to raise please post it here becuase i am convinced that more of these companies will exist in the future that will require some form of certification.

Regards

------------------
Andy B

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sikdar
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posted 11 July 2001 06:10 AM     Click Here to See the Profile for sikdar   Click Here to Email sikdar     Edit/Delete Message   Reply w/Quote
andy al james and others

andy has a good procedure to follow using emails.

software dev. cos have been doing iso certification and an iso certification for websites should be no different.

reason being, the procedures followed in the development and maintenance of the websites are again the same procedures followed in a normal software dev. project.

hence, continuos change in the website in terms of look or feel or new utilities added are not the important things in iso documentation because they do not qualify for procedures. A general procedure in this regard will be product realisaton or service realisation.

in other words a website goes for an iso audit like any other software dev. company with the difference that the services it offers to customers are slightly different.

what i would like to know is what documentation procedures do established websites follow or are there other standards for quality assurance?

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Al Dyer
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posted 11 July 2001 05:40 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
To All,

Thanks for opening my eyes! I now see how websites would need some type of control process.

ASD...

[This message has been edited by Al Dyer (edited 11 July 2001).]

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James Gutherson
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posted 11 July 2001 07:53 PM     Click Here to See the Profile for James Gutherson   Click Here to Email James Gutherson     Edit/Delete Message   Reply w/Quote
My feeling is that a Portal website is like a production business.
They take a resource, in this case the mass of information on a subject of intrest contained on the internet, add value to it by assembling this information into a form that is attractive to the potential audience, then they sell this onto clients in the form of advertising space. Actually is is very similar to any other commercial Media, Print, Television or Radio, they need to collect material, then package a complelling product that will attract enough viewers to enable them to sell advertising space.

The main issue I see for Portal's is controlling the quality of the external sites they have linked to. News, TV and radio have the product in their hand, and it is a constant product. Portal however have only a link and the content at the other end might be very different from day to day, and like all production industries, it is the quality of this content that directly affects the quality and attractiveness of the Portal.

Other than this, is would suspect that most areas of ISO9001:2000 would apply.
Management Responsibility certainly applies, as does Resource Management. Measurment, Analysis and Improvement are critical to justifying a price for the advertising space, it is just in Product Realisation (as the standard was designed) that there would be areas that could be dropped. I would think that Calibration, I mean Control of Meaasuring Devices would require a bit of interpretation to apply. The other area I mentioned before is purchasing. I'm not sure whther you need to 'buy' the rights to link to certain sites. If so you would expect that you would be able to negotiate with the controller of the site to assure yourself of the quality, in any case you would certainly need 'inspection' of the 'product' and control of non-conforming 'product' (cutting the link if it comes to that). It is the constantly varying nature of the internat that cuases the problem. Thinking about it even more, this is probably the area that needs the most concentration, and a very rigorous inspection schedule. I can't think of a sampling plan for websites.
The design and development area would also be a big focus, but I would think very similar to traditional software development.

And of course all the normal contineous improvement areas apply, internal audits, CA and PA, measurment and monitioring.

Just my first thoughts though. I've found this quite thought provoking and would love to contribute more but I'm of to get married and have a much needed honeymoon, so I will be away for 3 weeks. I hope this thread goes on a bit and I'll check it when I get back.

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Graeme
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From:Lilburn, GA, USA
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posted 13 July 2001 08:42 AM     Click Here to See the Profile for Graeme   Click Here to Email Graeme     Edit/Delete Message   Reply w/Quote
I have seen three main quality management schemes in the software industry -
TICKIT - which I believe is most active in Europe ( http://www.tickit.org/ )
Capability Maturity Model (CMM) - which is popular in the United States ( http://www.sei.cmu.edu/cmm/cmm.html )
ISO 9000 - which can apply to this as well as any other industry. ISO 9000-3:1997 is a guide to applying 9001:1994 to software development. ( http://www.iso.ch/ )

From my limited time in the software industry, I know that one key success factor is implementing and enforcing a good configuration management system. Is is possible to succeed without one, but the probability is not high.

Another success factor is the ability to keep all of the team members focused on the organizational goal. You have to define your business, and the role of each function in it, and then resist the tendency to drift off into exploring "interesting" but irrelevant areas. For example, one company may be an established business that is adding a web site as an additional distribution channel. Another may be a business that wants to be totally internet-based. A third may be a company that wants to create new tools to enable building e-commerce sites for other businesses. Each of these is a different business model and requires a different focus from the developers, subject-matter experts, and marketers.

The quality objective should be the same in any model, though. After all, software development is a different kind of business than most of us are used to, but it is still a business and needs to follow good business practices to survive. You need to produce a system that meets the customer requirements and your business objectives, on time and within budget.

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sikdar
Lurker (<10 Posts)

Posts: 5
From:mumbai, india
Registered: Jul 2001

posted 28 July 2001 03:58 AM     Click Here to See the Profile for sikdar   Click Here to Email sikdar     Edit/Delete Message   Reply w/Quote
Gutherson's ideas are quite interesting...hope to ctach you after your honeymoon

a financial portal (what i am into) could have the following procedures

1. requirement analysis
for any new service added to the website. the inputs for these could be customer feedbacks collected on the site. competition mapping, weekly review meetings of the product team, management decision e.g. if a financial portal does not have information on insurance planning, probably depending on the needs of the investment community the management could instruct the product team to start a new section on insurance
The req. analysis ends with preparation of Req. Specification Document (RSD)and can be passed on to the development team.

2. Project management

This is a standard procedure followed accross software companies. With minor changes this can followed.

3. Sales

One area to be covered is media sales on the portal, ad space sold either through cash sale or barter

If the portal is also into transaction it could account for the entire sales process till service is delivered is commenced.

4. Customer service

service maintenance, monitoring, web site uptime, MIS reports etc. Online customer feedback and complaint forms and redressal mecha nism

Other procedures are global procedures like training, resources etc.

Anyone?? Does anyone actually know of web portals that would have procedures in place?

customer service

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