Quality is one of SAP’s core values. Our vision for quality management is to consistently deliver high-quality solutions focused on improving customer satisfaction. Responsibility for quality assurance is divided between Executive Board members Jim Hagemann Snabe, who leads the Business Solutions and Technology organization, and Gerhard Oswald, who is responsible for Global Service and Support.
SAP’s central quality management system, which is called Product Innovation Lifecycle (PIL), supports product development, ensuring that our applications meet the quality requirements of our customers.
The PIL consists of four main elements:
- What to Achieve: SAP Product Standard Framework
SAP monitors sixteen product standards that define the quality criteria of all SAP products. These product standards cover the functional correctness and completeness of a product as well as nonfunctional aspects such as performance, usability, security, and documentation. - How to Achieve: SAP Process Standard Framework
The process standard framework includes all process standards and guidelines for software architecture and user interfaces. It defines how SAP manages products throughout their lifecycle. Quality gates between the phases of the lifecycle ensure the completeness of a product’s required deliverables. - How to Measure: SAP Quality Index
The SAP quality index represents the central quality measurement system for all development areas. It consists of key performance indicators that cover the most important functional and nonfunctional criteria. These indicators include direct customer feedback from early adopters. - How to Improve: SAP Sigma
SAP Sigma is SAP’s software-specific approach to the Six Sigma methodology. This process drives continuous improvement and measures the results of quality initiatives.
SAP Global Development and SAP Active Global Support are ISO9000 certified. SAP’s internal IT group is certified according to the requirements specified in ISO 27001:2005.
The SAP Global Quality Policy requires every employee to comply with the relevant quality management system. Find SAP’s Global Quality Policy and the ISO 9001 certificates at http://www.sap.com/solutions/quality/index.epx.
