Qun l cht lng phn mm!

Qun l cht lng phn mm l vn khng mi nhng theo mt s nh gi l cn yu ca cc cng ty phn mm Vit Nam. Mt s cng ty trong nc hin t cc chun quc t CMM/CMMI trong nng cao nng lc v qun l cht lng phn mm, song ch m c trn u ngn tay, v hin cng ch gi gn trong vi cng ty gia cng cho th trng nc ngoi. Lm th no mt cng ty ny t c chun quc t v cht lng phn mm? Mi cng ty u c c th ring, tuy nhin iu chung nht l h u phi pht trin v duy tr mt H thng qun l cht lng phn mm. QUN L CHT LNG PHN MM L G ? Lu nay, ni n cht lng phn mm (PM), khng t ngi ngh ngay n vn l xc nh xem PM c pht sinh li hay khng, c "chy" ng nh yu cu hay khng v cui cng thng quy v vai tr ca hot ng kim tra phn mm (testing) nh l hot ng chu trch nhim chnh. Vi quan im ca khch hng, iu ny c th ng, h khng cn quan tm ni tnh ca hot ng pht trin PM, iu h cn quan tm l liu sn phm cui cng giao cho h c ng hn hay khng v lm vic ng nh h mun hay khng.

Hnh 1: Cc mi quan h. Tuy nhin theo quan im ca ngi pht trin PM, thc t cho thy hot ng kim tra PM l quan trng, nhng khng m bo sn phm s c hon thnh ng hn v ng yu cu. Kim tra sau cng pht hin li l iu tt nhin phi lm, nhng trong rt nhiu trng hp, iu thng qu tr v s phi mt rt nhiu thi gian sa cha. Thc t cho thy, m bo c hai tiu ch "n gin" trn ca khch hng, i hi t chc khng ch vn hnh tt khu kim tra PM, m phi t chc v duy tr s hot ng nhp nhng ca c mt h thng cc cng vic lin quan n mt d n PM, t y xut hin mt khi nim c tn l "h thng qun l cht lng phn mm" (HTQLCLPM), bao gm cc quy trnh c thc thi xuyn sut chu k pht trin ca d n PM. Hin c nhiu m hnh cung cp cc tiu chun cng nh hng dn trin khai HTQLCLPM. Hai trong s nhng m hnh c p dng rng ri hin nay l ISO 9001-2000 v CMM/CMMi. Trong khi ISO 9001-2000 l tiu chun qun l cht lng dnh cho tt c cc ngnh ngh vi nhng iu khon ngn gn v mang tnh tng qut, th CMM/CMMi l mt b tp hp kh s cc kinh nghim thc hnh (gn 450 trang vi CMM, v gn 700 trang vi CMMi) c th lm ngi c cha c kinh

nghim kh bit c cc hot ng v yu t c trng c bn ca HTQLCLPM l g. Qua mt s ti liu tham kho, cng nh bng kinh nghim bn thn khi nghin cu v ng dng ISO 9001-2000 v CMM/CMMi, chng ti s trnh by cc khi nim, hot ng cng nh yu t c bn cu thnh HTQLCLPM. CN BN V HTQLCLPM Mt HTQLCLPM thng c 2 mc tiu (hnh 1): Mc tiu th nht: xy dng cht lng cho PM ngay t giai on bt u. iu ny ng ngha vi vic bo m cc yu cu cho PM t mi ngun khc nhau phi c nh ngha, din t v hiu mt cch ng n, gia ngi a ra yu cu v ngi thc hin yu cu. Mc tiu th hai: bo m cht lng ca PM xuyn sut qu trnh pht trin. Mt HTQLCLPM hon chnh bao gm rt nhiu hot ng v b phn cu thnh, chng khc nhau ty theo tng t chc khi trin khai. Tuy nhin, theo kinh nghim, chng ti ch gii thiu 10 hot ng v yu t c bn nht thng gp: 1. Cc tiu chun (Standards) 2. Lp k hoch (Planning) 3. Xem xt, xem li (Reviewing) 4. Kim tra (Testing) 5. Phn tch li (Defect analysis) 6. Qun l cu hnh (Configuration Management) 7. Bo mt (Security) 8. o to, hun luyn (Education/Training) 9. Qun l ngi cung cp, thu ph (Vendor Management) 10. Qun l ri ro (Risk Management) ( n gin, t y, "10 hot ng v yu t" c gi tt l "10 yu t") C mi lin h gia 10 yu t c bn trn v cc giai on hay pha pht trin PM. Hnh 2 cho thy s lin h trong m hnh pht trnh waterfall (xem bi "Tng quan cc m hnh pht trin phn mm", ID: A0508_106 v A0510_122). K hiu "x" giao nhau gia mt yu t v mt pha biu th yu t c thc hin ti pha . Phn sau y s lm r ngha ca 10 yu t c bn. 1. Cc tiu chun Sn xut PM ngy nay khng cn n thun mang tnh sng to ngu hng nh

trc y, m ang tr thnh mt lnh vc c kim sot cht ch, theo nhng tiu chun nht nh. Cc tiu chun c th l cc kinh nghim hoc cc phng php hiu qu nht, c xut t cc hip hi ngh nghip nh IEEE (The Institute of Electrical and Electronics Engineers, Inc Hc vin cc k s in v in t), t cc t chc quc t nh ISO (International Organization for Standardization), hoc cc quy tc chun ha giao tip gia sn phm vi nhau... hoc n gin do chnh t chc pht trin PM ra p dng cho chnh h. Cc tiu chun c th bao gm tt c cc kha cnh ca mt chu k pht trin PM, tri di sut mi pha pht trin. Bt k tiu chun xut pht t u, t ni b cng ty, hoc t ngoi, n u phi c mt s c im sau: Tnh cn thit Tnh kh thi Tnh o lng c Cc tiu chun nn c chn v th hin sao cho khi s dng, cc kha cnh k thut cn thit s c nhn mnh, trnh trng hp hiu sai hoc sa vo nhng tiu tit ph tr. Mt v d thng thy l tiu chun nh dng cho ti liu, mc ch ca tiu chun l bo m kha cnh cht lng v k thut ca ti liu. Tuy nhin, trong rt nhiu trng hp tiu chun b hiu sai v sa vo vic kim tra cc chi tit v mt hnh thc. Lu l bo m cc tiu chun c nghim tc thc hin, chng phi mang tnh bt buc v c quy nh chnh sch cp cng ty. Mt dng ph bin bt buc phi c ca tiu chun l h thng cc "quy trnh", km theo cc b phn ph thuc nh "th tc" "hng dn" "mu biu" "tiu chun" v.v. Ty theo lnh vc h tr m chng c cc tn tng ng, chng hn: quy trnh sn xut PM, quy trnh kim sot cht lng, quy trnh kim tra... 2. Lp k hoch Lp k hoch l yu cu kinh in cng nh thao tc c bn ca hu ht cc HTQLCLPM. Kt qu ca hot ng ny thng l mt (hoc nhiu) ti liu gi l bn k hoch. Theo quan im qun l hin i, cc cng vic gn lin vi nhng mc tiu, ngn hn hoc di hn, u c th xem nh l mt d n hoc chui cc d n. K hoch cho d n thng bao gm nhng im chnh sau: c lng phm vi v kch thc d n, khi lng cng vic phi lm Xc nh nhn lc, vt lc v chi ph Ch nh phng php, cch tip cn thc thi d n Lp k hoch lm vic chi tit K hoch phi hp v h tr hon thnh d n y l k hoch lin quan n s tham gia ca nhng ngi c nh hng quan

trng n s thnh cng hay tht bi ca d n (thut ng chuyn mn gi l stakeholders). Nhng ngi ny thng bao gm: trng d n, qun l cp cao, khch hng, ban gim c, thu ph, nh cung cp. K hoch ny phi bo m c ch cc stakeholders c th tham gia vo d n cc mc v thi im mang li hiu qu cao nht. K hoch qun l cu hnh v qun l cc ri ro (xem chi tit phn sau) Cc k hoch khc Ty theo nhu cu cho tng d n, c th c nhiu k hoch khc, c v qun l hoc k thut, mt s k hoch thng gp chng hn: K hoch kim tra, k hoch tch hp sn phm, k hoch hun luyn... Ti liu ha v cp nht (khi cn) cc bn k hoch cho d n Lu l cc ti liu k hoch ca d n khng phi bt di bt dch, n phi c cp nht thm ch thay i xuyn sut d n khi yu cu ca d n thay i.

3. Xem xt, xem li Mc ch l cung cp thng tin trc quan v tnh trng ca cc hot ng xy ra trong sut qu trnh sn xut v ci t PM. Xem xt trn sn phm thng c gi l xem xt k thut bao gm hai loi: chnh thc hoc khng chnh thc. Xem xt khng chnh thc thng c thc hin trong qu trnh pht trin sn phm, cn xem xt chnh thc thng c thc hin ti thi im kt thc cc chng pht trin. im khc nhau chnh v mt k thut gia xem xt chnh thc v khng chnh thc l mc nghim ngt ca quy trnh v cc bc thc hin. Chng hn, xem xt chnh thc buc phi ln k hoch, ghi nhn tt c cc li pht hin v gim st n khi tt c li c sa cha, xem xt khng chnh thc th khng bt buc. Trong thc t, c kh nhiu nh ngha v nhiu loi xem xt khc nhau. V tng quan, IEEE nh ngha c ba loi: Review: Cuc hp chnh thc nhm trnh by mt vn , mt ti liu, mt sn phm... cho nhng ngi quan tm, ngi s dng, khch hng... nhm thu thp kin phn hi hoc t c s tha thun ph chun trn vn , ti liu hoc sn phm c trnh by.

 Walkthrough: K thut nh gi khng chnh thc, qua tc gi ca mt ti liu, sn phm... gii thch ti liu, sn phm cho mt nhm ng nghip. Cc ng nghip ny s t cu hi hoc cho kin b sung v mt s lnh vc bo m cht lng k thut ca ti liu hoc sn phm. Inspection: K thut nh gi chnh thc, qua ti liu, sn phm... c nhng ngi khng phi l tc gi hoc trc tip lin quan kim tra mt cch chi tit pht hin li, cc vi phm tiu chun, hoc cc vn khc (nu c). V c bn, n c t chc v thc hin cht ch hn walkthrough. Vai tr ca nhng ngi tham gia c phn nh r rng. Ti liu chun b cho vic xem xt c chun b trc chu o. Mt im cn ht sc lu bo m vic xem xt mang li hiu qu l: mc tiu chnh ca vic xem xt nhm tm ra li. Mt trong nhng l do chnh khin cho rt nhiu cuc xem xt khng mang li hiu qu nh mong mun l cc cuc xem xt b "ln" vo vic tho lun cc gii php sa cha li. Sa li thng yu cu phi c s phn tch k lng cng nh phi chp nhn cc phn bin trn cc phng php sa li, cng vic ny hon ton khng ph hp cho mt bui xem xt tm li. Mt khi tm thy li, n nn c giao cho mt/nhm ngi phn tch v gii quyt, vic xem xt ch nn ch tm vo vic ch ra cc sai st. 4. Kim tra li Kim tra li (testing) l mt hot ng sng cn trong sn xut PM. Kim tra li nhm mc ch chng minh rng cc yu cu i vi PM l c tha mn. Cc hot ng kim tra bao gm cc bc: lp k hoch, thit k test, thi hnh test, v bo co kt qu kim tra. Chi tit v kim tra PM chng ti trnh by trong TGVT A s thng 12/2005 (ID: A0512_110). y ti mun nhn mnh n bc lp k hoch kim tra bt u t giai on nhn v pht trin yu cu. Tng tng vi mi yu cu l mt phng php kim tra thch hp. Mt yu cu khng th coi l hon chnh nu nh n khng th kim tra c. K hoch kim tra c thit lp ngay t chng pht trin yu cu. Do yu cu thng thay i xuyn sut d n, k hoch kim tra do cng phi thay i theo. 5. Phn tch li Trong thc t, li l phn "lun hin din" trong mi PM t giai on pht trin s khi n khi n khng cn c s dng. Cc t chc PM thng dng thut ng "cht lng" ch zero, hay mt lng nh cc li trn sn phm PM, mt s khc li gn lin khi nim "cht lng" vi s hi lng ca khch hng. Trn quan im khch hng, bt k lc no, h PM "chy" khng tt, khng p ng s mong i u c xem l c li, bt k do code sai, hoc do hiu nhm yu cu, thm ch l mt chc nng "nn c nhng hin thi cha sn sng. Phn tch li c thc hin trn tt c li c tm thy, nhm mc ch tm hiu nguyn nhn v xu hng gy ra li, nh hng cho vic sa cha cc li hin hnh cng nh phng nga, trit tiu kh nng xy ra li trong tng lai. Phn tch li l con ng chnh yu phc v cho vic gim s xut hin li.

Phn tch li khng ch nhm mc ch ci thin tnh trng li ca phn mm ang xy dng, xa hn n cho ta thy c nhng im yu cn ci tin ca quy trnh pht trin PM. Thng tin v li ca cc d n trong qu kh s cho ta thy c nn ci tin, thay i quy trnh pht trin PM nh th no cc d n trong tng lai trnh i vo "vt xe ca cc d n trc. S liu phc v cho vic phn tch li c th n t nhiu ngun khc nhau. Mi t chc tu theo nhu cu v c im ring, t nh ngha v thu thp cc s liu ny. Li trong qu trnh phn tch v sa cha c th c phn loi c hnh ng ph hp, tu theo cc c tnh khc nhau m chng th hin. Cc c tnh trong Bng: "Cc thuc tnh ca li." thng c s dng trong nhiu h thng phn tch li.

6. Qun l cu hnh Mc ch ca qun l cu hnh (QLCH) l thit lp v bo m tnh ton vn ca cc sn phm trung gian cng nh cc sn phm sau cng ca mt d n PM, xuyn sut chu k sng ca d n . QLCH bao gm nhiu hot ng, tuy nhin v c bn chng bao gm bn hot ng chnh: nhn dng (identification), kim sot (control), kim k bo co (accounting) v kim tra nh gi (audit). Ty theo ln v phc tp ca d n, phm vi v mc p dng ca cc hot ng QLCH s khc nhau. Vi nhng h thng ln v phc tp, mi hot ng QLCH phi do nhng ngi c giao trch nhim (role) c th ph trch. Ty yu cu, mt s hot ng QLCH c lm khng chnh thc (informal) hoc chnh thc (formal), nhm qun l tt qu trnh pht trin ca phn mm, c bit l qun l s thay i trong d n. Tham kho bi "Qun L Cu Hnh..." (ID: A0506_122) bit thm chi tit. 7. Bo mt Bo mt lun l vn gy nhc nhi v thng khng c nhn thy cho n khi h thng b chc thng. Bo mt c ba kha cnh chnh, bo mt ni dung d liu, bo mt d liu ang c truyn (trn ng truyn) v bo mt v mt vt l ca vt cha d liu. Cc hot ng bo mt c p dng cho c ni dung d liu ln bn thn vt l ca vt cha d liu. Cc yu t hay nguyn nhn tc ng n d liu hoc trung tm d liu ca h thng PM rt a dng. c th l t nhin hoc c , chng hn thin tai, chy, virus, hacker, ph hoi ca chnh nhn vin cng ty, n cp d liu, thm ch ngy

nay cn do cc hot ng khng b gy ra. Trong mt s t chc, vic bo mt d liu lu tr v d liu chuyn dch c xem l vn sng cn. Mt l do gy hng d liu rt thng gp l d liu b thay i mt cch v tnh khng kim sot c. Mt khi d liu khng ng, iu tt yu l h thng phn mm s dng d liu s cho ra nhng kt qu sai. i vi ngi dng, l mt h thng khng tt, thm ch l khng dng c. Mt h thng PM "tt" phi ch ti tt c nhng yu t c th nh hng n d liu hoc hot ng ca h thng. Mt h thng "tt" cn phi tnh n kh nng phc hi d liu, phc hi hot ng ca h thng khi xy ra s c. 8. o to/hun luyn

Ni n gin, hun luyn nhm trang b cho nhng ngi pht trin cng nh s dng PM c kin thc v k nng thc hin cng vic ca h. Tt c mi bin php qun l, k thut sn xut, cng c h tr trong sn xut PM u tr nn v hiu hoc c hiu qu ht sc hn ch nu nhng ngi tham gia pht trin v s dng PM khng kin thc, k nng cn thit. Lin quan n l do ny, cc tiu chun qun l cht lng nh ISO, CMM/CMMi u xc lp kh nng, kin thc v k nng ca nhng ngi pht trin PM l mt trong nhng yu cu ct yu bo m cc tiu ch v mc tiu v cht lng. Mt kha cnh khc thng c cho l t quan trng nhng thc ra li mang tnh quyt nh, l kh nng hiu s dng PM ca ngi s dng. Ngi s dng thng ch c tng v yu cu i vi PM v khng bit s dng hoc s dng khng ng cch lm PM "chy" sai hoc khng ht chc nng. Do vy hun luyn cho ngi s dng cng l mt khu ht sc c bn. Nhng thc t nhng ngi pht trin PM li khng c thi gian v k nng thc hin tt vic hun luyn, vic ny thng phi do mt b phn chuyn trch trong cng ty thc hin. 9. Qun l ngi cung cp Trong cc t chc PM, mua hay thu sn phm hoc dch v t mt ngi cung cp th ba l rt ph bin. Vic "mua" c th bao gm nhng mt hng n gin nh my tnh, my in, cho n nhng dch v thu gia cng PM. Cht lng ca sn phm v dch v "mua" ny nu qun l khng tt s nh hng quan trng n sn phm hoc dch v ca t chc cung cp cho khch hng ca mnh. i tng sn phm hoc dch v cn mua hay thu rt a dng, ty mi loi v

phc tp, cc t chc s c nhng bin php v mc qun l cht lng tng ng.

Hnh 3: M hnh t chc truyn thng. 10. Qun l ri ro Ri ro (risk) l mt yu t tn ti trong mi d n. Quan nim v qun tr d n cho rng "ngi qun tr d n gii l ngi khng ngc nhin v cc s kin xy ra trong d n", iu ny c ngha l mi ri ro tim n phi c "nhn thy" trc, i i vi k hoch gii quyt. Ri ro l mt s kin cha nhng c kh nng xy ra, v khi n xy ra thng s t mt d n vo tnh hung xu, hoc thm ch l mt "tai nn" cn tr kh nng hon thnh cc mc tiu ca mt d n. C nhiu loi cng nh cch xp cc loi ri ro khc nhau, tuy nhin nhn chung c cc loi sau: V k thut: Ch yu xoay quanh vic c hiu ng v cc yu cu t ra cho d n hay khng, cng nh c gii php ng gii quyt chng hay khng. Vic hiu sai yu cu cng nh a ra gii php sai l nguyn nhn hng u lm d n tht bi. V qun l: Xoay quanh cc vn lin quan v mt qun l. Chng cng rt a dng, gm cc loi ri ro sau: k hoch, ti chnh, con ngi, thay i yu cu... V thao tc-vn hnh: Lin quan n vic vn hnh h thng, bao gm: - Hun luyn cho ngi s dng khng y - S dng sai chc nng ca sn phm, k c c hoc v tnh - Bo tr sn phm khng y V mi trng: Bao gm c mi trng pht trin, kim tra ln s dng sn phm. Nhng ri ro t bn ngoi, s khng tng thch, virus v.v. V kim tra: Khng thi gian hoc kim tra khng ng, khng qut ht yu cu. Quy trnh c bn qun l ri ro gm 4 bc:

 Nhn bit cc ri ro Kho st mc tc ng nu chng xy ra Xc nh cc gii php i ph Gim st cc ri ro v thc thi cc gii php i ph C rt nhiu gii php khc nhau i ph hay gim thiu tc ng ca ri ro. Trong thc t, cc gii php thng gm cc loi: Loi b: Khi chi ph loi b ri ro thp, hoc ri ro nu xy ra s gy nh hng cc k nghim trng. Phng trnh Gim thiu thit hi: Khi khng th phng trnh hay loi b ri ro, ta c th thc thi cc bin php gim thiu kh nng xy ra hoc gim thiu chi ph khc phc ri ro nu n xy ra. Chp nhn: nh chp nhn "sng chung vi ri ro" trong trng hp chi ph loi b, phng trnh, lm nh ri ro l qu ln, hoc mc tc hi ca ri ro nu xy ra l khng ng k, hoc kh nng xy ra ca n l cc thp. Trong thc t, qun l ri ro l mt qu trnh phc tp, tuy nhin khng phi l mc tiu ca bi vit ny. MT S YU T QUAN TRNG KHC Bn cnh 10 yu t chnh nh trnh by trn, cn c mt s yu t quan trng khc nh hng n cht lng PM. 1. Bo tr phn mm Bo tr PM nhn chung c th xem nh l phn m rng hoc lp li ca mt chu trnh pht trin PM. Bo tr PM bao gm hai hot ng chnh: sa cha cc li khng c pht hin trong giai on pht trin v kim tra; nng cp PM theo yu cu pht sinh hoc yu cu c hiu khng ng trong gia on pht trin. Mi hot ng bo tr u c thc hin tng t nh mt hot ng trong giai on pht trin, yu cu dn n hnh ng bo tr chnh l yu cu thay i. Mt iu c bn nhng li hay mc phi trong giai on ny l vic pht l hay p dng lng lo cc quy tc QLCH v iu tt yu l nguy c sai st s rt ln, nht l trong cc trng hp thay i xy ra nhiu hay lin tc. 2. Ti liu Nhiu t chc PM do cha hiu ng thng hay e ngi p dng ISO hay CMM/CMMI s dn n vic pht sinh qu nhiu ti liu. iu thit yu l phi hiu r ngha v mc ch ca ti liu.

Mc ch ca ti liu l ghi nhn nhng yu cu ca PM, nhng yu cu v ang c thc hin nh th no v lm th no s dng, bo tr/nng cp PM tu chung l gip cho bn thn d n v nhng ngi lin quan bit r tnh trng cng vic , ang v s lm. 3. T chc b my D bao nhiu phng php qun l cht lng c thit lp i na, vn nhn s v t chc b my lm vic hp l trong nhiu trng hp li l yu t quyt nh tnh hiu qu ca h thng. Thc t c rt nhiu m hnh t chc, hnh 3 v 4 cho thy 2 trong s cc m hnh thng dng, mi m hnh u c u nhc im ring, ty c th tng t chc, c th s dng m hnh thch hp. M hnh t chc nh hnh 3 cho ta c cm gic tit kim chi ph, trng d n s chu trch nhim tt c, khng c chi ph ring bit cho nhn vin ch lo vn cht lng. Tuy nhin, thc t li cho thy, vic trng d n xoay vn lo ht mng ny n mng khc li pht sinh chi ph i lc cn cao hn. Mt khc, thng th trng d n dnh phn ln thi gian cho mng pht trin sn phm, cc mng khc b l l k c vic kim sot cht lng. m hnh t chc nh hnh 4, b phn ph trch cht lng l c lp v c knh bo co hon ton c lp vi d n, khi cn thit, bo co c th ln thng n cp qun l cao nht. Thnh cng ca m hnh ny ph thuc nhiu vo mi lin kt hp tc h tr gia b phn cht lng v b phn pht trin sn phm. Nhng cng ty c trng thnh cao, mi quan h gia 2 b phn ny rt khng kht. Mc d c rt nhiu m hnh, tuy nhin chng vn tun th mt nguyn tc chung: Nu nhn vin hoc nhm ph trch cht lng v tr thp hn nhm ang b gim st (sn xut/pht trin), h thng cht lng s khng mnh v c vn . Tuy nhin, mt m hnh t chc tt cng cc quy tc cht lng cng cha , iu quan trng l, trong mt h thng qun l cht lng mnh, mi thnh vin trong h thng phi thc hin tht tt vai tr ca mnh.

Hnh 4: M hnh t chc ci tin 4. Thit k v vn hnh h thng qun l cht lng Thit k v vn hnh mt h thng qun l cht lng (HTQLCL) trc ht phi gn

lin vi vic nh ngha r rt chc nng v quyn hn ca tt c nhng ngi tham gia, cc hot ng v trch nhim c th cho tng v tr mt. K tip l lp k hoch, thit k v p dng cc quy tc v quy trnh ca HTQLCL. 4 nguyn tc v yu t chnh bo m s thnh cng ca mt HTQLCL: 1. Vn ha cht lng "Hy lm mi th ng ngay t u" 2. nh ngha r rng trch nhim v quyn hn ca nhng ngi tham gia 3. M t r rng cc b phn ca HTQLCL 4. Cc tiu chun v quy trnh cho HTQLCL Nhng ngi trc tip s dng cc quy trnh ca HTQLCL phi tham gia cng sm cng tt v tham gia xuyn sut. Vic tham gia ca h l yu t quan trng quy trnh lm ra c kh nng c chp nhn v gi tr s dng cao, gim thiu nhng yu t khng thc t v khng kh thi ca quy trnh. Mt yu t khng th thiu na l s kim sot v h tr y , kp thi ca qun l cp cao i vi tin pht trin v p dng HTQLCL. S gim st, n c v gii quyt kh khn ca qun l cp cao gip gii quyt cc ch tc, nng cao trch nhim ca thuc cp, v thc y tin thm nhun vn ha cht lng trong ton b t chc. KT LUN Mt HTQLCLPM khng ch c quy trnh, kim tra hoc ra lnh, n l s kt hp gn b ca nhiu yu t. Mc tiu sau cng ca HTQLCLPM l, da vo kt qu ca cc yu t cu thnh, cung cp thng tin lm u vo cho nhng quyt nh ng n v qun l, mang li ch v khi p dng cc quy trnh pht trin PM. Ch thch: (*) CMMI: Capability Maturity Model Integration (**) SEI: Software Engineering Institude. (Su tm)