12ICSQ
12th International Conference on Software Quality
Software Division of
The American Society for Quality
Linda Westfall - Invited Speaker
Linda
Westfall is the
President of The Westfall Team which provides Software Metrics and
Software Quality Engineering consulting and training services.
Linda
has over twenty years of experience in real time software engineering,
quality and metrics. She has
worked as a Software Engineer, Systems Analyst, Software Process Engineer
and Manager of Production Software. Prior to
starting her own business, Linda was the Senior Manager of the Quality
Metrics and Analysis at DSC Communications.
Linda and her team designed and implemented a corporate wide metric
program
including software, hardware and system metrics to meet the needs of both
internal and external customers.
Very active professionally,
Linda Westfall is the Chair of the American Society for Quality (ASQ)
Software Division. She has
also served as the Software Division’s Program Chair and Certification
Chair and on the ASQ National Certification Board.
She was Co-Chair of the 6th Software Engineering Process Group
National Meeting and past chair of the Association for Software
Engineering Excellence.
Linda is author and instructor
for the ASQ Software Quality Engineering, Building Software Quality Skills
and Software Metrics courses. She
has presented both tutorials and papers at various conferences including
the Applications in Software Measurements Conference, the Annual Quality
Congress, the International Conference on Software Quality, the Practical
Software Quality Techniques Conference and the International Conference on
Communications.
Linda Westfall has an MBA from the University of Texas at Dallas and BS in Mathematics from Carnegie-Mellon University. She is an ASQ Certified Software Quality Engineer (CSQE) and ASQ Certified Quality Auditor (CQA) and a Professional Engineer (PE) in Software Engineering in Texas.
Software Customer Satisfaction Surveys
Satisfying our customers is an
essential element to staying in business in this modern world of global
competition. We must satisfy
and even delight our customers with the value of our software products and
services to gain their loyalty and repeat business.
Customer satisfaction is therefore a primary goal of process
improvement programs.
So how satisfied are our
customers? One of the best
ways to find out is to ask them using Customer Satisfaction Surveys.
These surveys can provide management with the information they need
to determine their customer's level of
satisfaction with their software products and with the
services associated with those products.
Software engineers and other members of the technical staff can use
the survey information to identify opportunities for ongoing process
improvements and to monitor the impact of those improvements.
This paper includes details on
designing your own software customer satisfaction questionnaire, tracking
survey results and example reports that turn survey data into useful
information.