12th International Conference on Software Quality

Software Division of
The American Society for Quality

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Tutorial Descriptions
Tuesday Presentations
Wednesday Presentations
Tim Lister
John Musa
Alain Abran
Scott Ambler
Kevin Daily
Alec Dorling
Liz Keim
Tom McCabe
Linda Westfall


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 Divisionís 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.