Treat the occasion as a lightweight audit. When you have finished your presentation you will be questioned.
Keep the answers simple. I have managed (as a customer) to cause grave embarrassment to a
number of test managers with the question ???how d??™you know when you have found a bug???? We didn??™t buy.
9.7.6 Relations with Certification Bodies
Certification bodies are the nice guys who give you the exciting plaques you see in the entrance hall.
They come round and audit you, like your internal quality assurance people. Unlike your internal quality
assurance people they have no idea how you work and will thus be a Royal pain, in that you have to
explain much that is (for you) obvious. They may well be playing dumb on purpose just to see how well
you manage.
If they find that you have somehow infringed the company quality management system, the head on
the block is that of the internal quality assurance manager, not you. So when the internal quality assurance
manager asks you, nicely, to fix things, that is one of the reasons.
9.7.7 Relations with Support
Your organization may have a special Support group with its own metric (problems per user month)
which will include function failure, training, and usability bugs. You need to find a way accessing all
three of these metrics.
This organization will normally consist of two levels of operation: first and second-line (concerned
with simple and complex user problems).
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