Search results for: Software Quality Assurance (SQA)

Authors: A.Aloysius, L. Arockiam

Abstract:

In modern era, the biggest challenge facing the software industry is the upcoming of new technologies. So, the software engineers are gearing up themselves to meet and manage change in large software system. Also they find it difficult to deal with software cognitive complexities. In the last few years many metrics were proposed to measure the cognitive complexity of software. This paper aims at a comprehensive survey of the metric of software cognitive complexity. Some classic and efficient software cognitive complexity metrics, such as Class Complexity (CC), Weighted Class Complexity (WCC), Extended Weighted Class Complexity (EWCC), Class Complexity due to Inheritance (CCI) and Average Complexity of a program due to Inheritance (ACI), are discussed and analyzed. The comparison and the relationship of these metrics of software complexity are also presented.

Keywords: Software Metrics, Software Complexity, Cognitive Informatics, Cognitive Complexity, Software measurement

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Authors: Ronald F. Gonzales, Gordon W. Romney, Pradip Peter Dey, Mohammad Amin, Bhaskar Raj Sinha

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A virtualized and virtual approach is presented on academically preparing students to successfully engage at a strategic perspective to understand those concerns and measures that are both structured and not structured in the area of cyber security and information assurance. The Master of Science in Cyber Security and Information Assurance (MSCSIA) is a professional degree for those who endeavor through technical and managerial measures to ensure the security, confidentiality, integrity, authenticity, control, availability and utility of the world-s computing and information systems infrastructure. The National University Cyber Security and Information Assurance program is offered as a Master-s degree. The emphasis of the MSCSIA program uniquely includes hands-on academic instruction using virtual computers. This past year, 2011, the NU facility has become fully operational using system architecture to provide a Virtual Education Laboratory (VEL) accessible to both onsite and online students. The first student cohort completed their MSCSIA training this past March 2, 2012 after fulfilling 12 courses, for a total of 54 units of college credits. The rapid pace scheduling of one course per month is immensely challenging, perpetually changing, and virtually multifaceted. This paper analyses these descriptive terms in consideration of those globalization penetration breaches as present in today-s world of cyber security. In addition, we present current NU practices to mitigate risks.

Keywords: Cyber security, information assurance, mitigate risks, virtual machines, strategic perspective.

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Authors: Wei Hoo Chong

Abstract:

System testing is actually done to the entire system against the Functional Requirement Specification and/or the System Requirement Specification. Moreover, it is an investigatory testing phase, where the focus is to have almost a destructive attitude and test not only the design, but also the behavior and even the believed expectations of the customer. It is also intended to test up to and beyond the bounds defined in the software/hardware requirements specifications. In Motorola®, Automated Testing is one of the testing methodologies uses by GSG-iSGT (Global Software Group - iDEN TM Subcriber Group-Test) to increase the testing volume, productivity and reduce test cycle-time in iDEN TM phones testing. Testing is able to produce more robust products before release to the market. In this paper, iHopper is proposed as a tool to perform stress test on iDEN TM phonse. We will discuss the value that automation has brought to iDEN TM Phone testing such as improving software quality in the iDEN TM phone together with some metrics. We will also look into the advantages of the proposed system and some discussion of the future work as well.

Keywords: Testing, automated testing, stress testing, software quality.

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Authors: Ruchika Malhotra, Megha Khanna

Abstract:

The development of change prediction models can help the software practitioners in planning testing and inspection resources at early phases of software development. However, a major challenge faced during the training process of any classification model is the imbalanced nature of the software quality data. A data with very few minority outcome categories leads to inefficient learning process and a classification model developed from the imbalanced data generally does not predict these minority categories correctly. Thus, for a given dataset, a minority of classes may be change prone whereas a majority of classes may be non-change prone. This study explores various alternatives for adeptly handling the imbalanced software quality data using different sampling methods and effective MetaCost learners. The study also analyzes and justifies the use of different performance metrics while dealing with the imbalanced data. In order to empirically validate different alternatives, the study uses change data from three application packages of open-source Android data set and evaluates the performance of six different machine learning techniques. The results of the study indicate extensive improvement in the performance of the classification models when using resampling method and robust performance measures.

Keywords: Change proneness, empirical validation, imbalanced learning, machine learning techniques, object-oriented metrics.

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Authors: Amandeep Kaur, Satwinder Singh, Dr. K. S. Kahlon

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The impact of OO design on software quality characteristics such as defect density and rework by mean of experimental validation. Encapsulation, inheritance, polymorphism, reusability, Data hiding and message-passing are the major attribute of an Object Oriented system. In order to evaluate the quality of an Object oriented system the above said attributes can act as indicators. The metrics are the well known quantifiable approach to express any attribute. Hence, in this paper we tried to formulate a framework of metrics representing the attributes of object oriented system. Empirical Data is collected from three different projects based on object oriented paradigms to calculate the metrics.

Keywords: Object Oriented, Software metrics, Methods, Attributes, cohesion, coupling, Inheritance.

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Authors: Jehad Al Dallal

Abstract:

Class cohesion is an important object-oriented software quality attribute. It indicates how much the members in a class are related. Assessing the class cohesion and improving the class quality accordingly during the object-oriented design phase allows for cheaper management of the later phases. In this paper, the notion of distance between pairs of methods and pairs of attribute types in a class is introduced and used as a basis for introducing a novel class cohesion metric. The metric considers the methodmethod, attribute-attribute, and attribute-method direct interactions. It is shown that the metric gives more sensitive values than other well-known design-based class cohesion metrics.

Keywords: Object-oriented software quality, object-orienteddesign, class cohesion.

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Authors: Refaat H. Abd El Razek, Ahmed M. Diab, Sherif M. Hafez, Remon F. Aziz

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Time-Cost Optimization "TCO" is one of the greatest challenges in construction project planning and control, since the optimization of either time or cost, would usually be at the expense of the other. Since there is a hidden trade-off relationship between project and cost, it might be difficult to predict whether the total cost would increase or decrease as a result of the schedule compression. Recently third dimension in trade-off analysis is taken into consideration that is quality of the projects. Few of the existing algorithms are applied in a case of construction project with threedimensional trade-off analysis, Time-Cost-Quality relationships. The objective of this paper is to presents the development of a practical software system; that named Automatic Multi-objective Typical Construction Resource Optimization System "AMTCROS". This system incorporates the basic concepts of Line Of Balance "LOB" and Critical Path Method "CPM" in a multi-objective Genetic Algorithms "GAs" model. The main objective of this system is to provide a practical support for typical construction planners who need to optimize resource utilization in order to minimize project cost and duration while maximizing its quality simultaneously. The application of these research developments in planning the typical construction projects holds a strong promise to: 1) Increase the efficiency of resource use in typical construction projects; 2) Reduce construction duration period; 3) Minimize construction cost (direct cost plus indirect cost); and 4) Improve the quality of newly construction projects. A general description of the proposed software for the Time-Cost-Quality Trade-Off "TCQTO" is presented. The main inputs and outputs of the proposed software are outlined. The main subroutines and the inference engine of this software are detailed. The complexity analysis of the software is discussed. In addition, the verification, and complexity of the proposed software are proved and tested using a real case study.

Keywords: Project management, typical (repetitive) large scale projects, line of balance, multi-objective optimization, genetic algorithms, time-cost-quality trade-offs.

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Authors: T. Francis Thamburaj, A. Aloysius

Abstract:

Polymorphism is one of the main pillars of objectoriented paradigm. It induces hidden forms of class dependencies which may impact software quality, resulting in higher cost factor for comprehending, debugging, testing, and maintaining the software. In this paper, a new cognitive complexity metric called Cognitive Weighted Polymorphism Factor (CWPF) is proposed. Apart from the software structural complexity, it includes the cognitive complexity on the basis of type. The cognitive weights are calibrated based on 27 empirical studies with 120 persons. A case study and experimentation of the new software metric shows positive results. Further, a comparative study is made and the correlation test has proved that CWPF complexity metric is a better, more comprehensive, and more realistic indicator of the software complexity than Abreu’s Polymorphism Factor (PF) complexity metric.

Keywords: Cognitive complexity metric, cognitive weighted polymorphism factor, object-oriented metrics, polymorphism factor, software metrics.

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Authors: Parvinder S. Sandhu, Pavel Blecharz, Hardeep Singh

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Quantitative Investigation of impact of the factors' contribution towards measuring the reusability of software components could be helpful in evaluating the quality of developed or developing reusable software components and in identification of reusable component from existing legacy systems; that can save cost of developing the software from scratch. But the issue of the relative significance of contributing factors has remained relatively unexplored. In this paper, we have use the Taguchi's approach in analyzing the significance of different structural attributes or factors in deciding the reusability level of a particular component. The results obtained shows that the complexity is the most important factor in deciding the better Reusability of a function oriented Software. In case of Object Oriented Software, Coupling and Complexity collectively play significant role in high reusability.

Keywords: Taguchi Approach, Reusability, SoftwareComponents, Structural Attributes.

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Authors: Nigina Toktasynova, Sholpan Sagyndykova, Zhanat Kenzhebayeva, Maksat Kalimoldayev, Mariya Ishimova, Irbulat Utepbergenov

Abstract:

To solve these problems, we investigated the management system of heating enterprise, including strategic planning based on the balanced scorecard (BSC), quality management in accordance with the standards of the Quality Management System (QMS) ISO 9001 and analysis of the system based on expert judgment using fuzzy inference. To carry out our work we used the theory of fuzzy sets, the QMS in accordance with ISO 9001, BSC, method of construction of business processes according to the notation IDEF0, theory of modeling using Matlab software simulation tools and graphical programming LabVIEW. The results of the work are as follows: We determined possibilities of improving the management of heat-supply plant-based on QMS; after the justification and adaptation of software tool it has been used to automate a series of functions for the management and reduction of resources and for the maintenance of the system up to date; an application for the analysis of the QMS based on fuzzy inference has been created with novel organization of communication software with the application enabling the analysis of relevant data of enterprise management system. 

Keywords: Balanced scorecard, heat supply, quality management system, the theory of fuzzy sets.

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Authors: J. Hardeberg, J. Hernandez-Andrès, J. L. Nieves, M. Hauta-Kasari, J. Parkkinen, A. Trémeau

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The main objective of this paper is to identify and disseminate good practice in quality assurance and enhancement as well as in teaching and learning at master level. This paper focuses on the experience of the Erasmus Mundus Master program CIMET (Color in Informatics and Media Technology). Amongst topics covered, we discuss the adjustments necessary to a curriculum designed for excellent international students and their preparation for a global labor market.

Keywords: Good practice, internal quality systems, innovationsin curriculum design, challenges of internationalization

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Authors: Masood Uzzafer

Abstract:

A dynamic software risk assessment model is presented. Analogies between dynamic financial analysis and software risk assessment models are established and based on these analogies it suggested that dynamic risk model for software projects is the way to move forward for the risk assessment of software project. It is shown how software risk assessment change during different phases of a software project and hence requires a dynamic risk assessment model to capture these variations. Further evolution of dynamic financial analysis models is discussed and mapped to the evolution of software risk assessment models.

Keywords: Software Risk Assessment, Software ProjectManagement, Software Cost, Dynamic Modeling.

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Authors: Parvinder S. Sandhu, Jagdeep Singh, Vikas Gupta, Mandeep Kaur, Sonia Manhas, Ramandeep Sidhu

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Prediction of fault-prone modules provides one way to support software quality engineering. Clustering is used to determine the intrinsic grouping in a set of unlabeled data. Among various clustering techniques available in literature K-Means clustering approach is most widely being used. This paper introduces K-Means based Clustering approach for software finding the fault proneness of the Object-Oriented systems. The contribution of this paper is that it has used Metric values of JEdit open source software for generation of the rules for the categorization of software modules in the categories of Faulty and non faulty modules and thereafter empirically validation is performed. The results are measured in terms of accuracy of prediction, probability of Detection and Probability of False Alarms.

Keywords: K-Means, Software Fault, Classification, ObjectOriented Metrics.

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Authors: Loke Mun Sei

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Software testing has become a mandatory process in assuring the software product quality. Hence, test management is needed in order to manage the test activities conducted in the software test life cycle. This paper discusses on the challenges faced in the software test life cycle, and how the test processes and test activities, mainly on test cases creation, test execution, and test reporting is being managed and automated using several test automation tools, i.e. Jira, Robot Framework, and Jenkins.

Keywords: Test automation tools, test case, test execution, test reporting.

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Authors: Aikaterini Fountoulaki, Nikos Karacapilidis, Manolis Manatakis

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This paper proposes an innovative methodology for Acceptance Sampling by Variables, which is a particular category of Statistical Quality Control dealing with the assurance of products quality. Our contribution lies in the exploitation of machine learning techniques to address the complexity and remedy the drawbacks of existing approaches. More specifically, the proposed methodology exploits Artificial Neural Networks (ANNs) to aid decision making about the acceptance or rejection of an inspected sample. For any type of inspection, ANNs are trained by data from corresponding tables of a standard-s sampling plan schemes. Once trained, ANNs can give closed-form solutions for any acceptance quality level and sample size, thus leading to an automation of the reading of the sampling plan tables, without any need of compromise with the values of the specific standard chosen each time. The proposed methodology provides enough flexibility to quality control engineers during the inspection of their samples, allowing the consideration of specific needs, while it also reduces the time and the cost required for these inspections. Its applicability and advantages are demonstrated through two numerical examples.

Keywords: Acceptance Sampling, Neural Networks, Statistical Quality Control.

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Authors: Pradeep Kumar, Abdul Wahid

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Accurate software reliability prediction not only enables developers to improve the quality of software but also provides useful information to help them for planning valuable resources. This paper examines the performance of three well-known data mining techniques (CART, TreeNet and Random Forest) for predicting software reliability. We evaluate and compare the performance of proposed models with Cascade Correlation Neural Network (CCNN) using sixteen empirical databases from the Data and Analysis Center for Software. The goal of our study is to help project managers to concentrate their testing efforts to minimize the software failures in order to improve the reliability of the software systems. Two performance measures, Normalized Root Mean Squared Error (NRMSE) and Mean Absolute Errors (MAE), illustrate that CART model is accurate than the models predicted using Random Forest, TreeNet and CCNN in all datasets used in our study. Finally, we conclude that such methods can help in reliability prediction using real-life failure datasets.

Keywords: Classification, Cascade Correlation Neural Network, Random Forest, Software reliability, TreeNet.

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Authors: Miklos Taliga

Abstract:

In the present case study we examined the development and testing methods of systems that contain safety-critical elements in different industrial fields. Consequentially, we observed the classical object-oriented development and testing environment, as both medical technology and automobile industry approaches the development of safety critical elements that way. Subsequently, we examined model-based development. We introduce the quality parameters that define development and testing. While taking modern agile methodology (scrum) into consideration, we examined whether and to what extent the methodologies we found fit into this environment.

Keywords: Safety-critical elements, quality management, unit verification, model base testing, agile methods, scrum, metamodel, object-oriented programming, field specific modelling, sprint, user story, UML Standard.

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Authors: Beata Czarnacka-Chrobot

Abstract:

Unsatisfactory effectiveness of software systems development and enhancement projects is one of the main reasons why in software engineering there are attempts being made to use experiences coming from other engineering disciplines. In spite of specificity of software product and process a belief had come out that the execution of software could be more effective if these objects were subject to measurement – as it is true in other engineering disciplines for which measurement is an immanent feature. Thus objective and reliable approaches to the measurement of software processes and products have been sought in software engineering for several dozens of years already. This may be proved, among others, by the current version of CMMI for Development model. This paper is aimed at analyzing the approach to the software processes and products measurement proposed in the latest version of this very model, indicating growing acceptance for this issue in software engineering.

Keywords: CMMI for Development (1.3), ISO/IEC standards, measurement and analysis process area, software process measurement, software product measurement.

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Authors: Arvinder Kaur, Deepti Chopra

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Software Entropy Metrics for bug prediction have been validated on various software systems by different researchers. In our previous research, we have validated that Software Entropy Metrics calculated for Mozilla subsystem’s predict the future bugs reasonably well. In this study, the Software Entropy metrics are calculated for a subsystem of Android and it is noticed that these metrics are not suitable for bug prediction. The results are compared with a subsystem of Mozilla and a comparison is made between the two software systems to determine the reasons why Software Entropy metrics are not applicable for Android.

Keywords: Android, bug prediction, mining software repositories, Software Entropy.

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Authors: Kholod J. Alotaibi, Andrew M. Gravell

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Usability is an important software quality that is often neglected at the design stage. Although methods exist to incorporate elements of usability engineering, there is a need for more balanced usability focused methods that can enhance the experience of software usability for users. In this regard, the potential for Usage-Centred Design is explored with respect to requirements gathering and is shown to lead to high software usability besides other benefits. It achieves this through its focus on usage, defining essential use cases, by conducting task modeling, encouraging user collaboration, refining requirements, and so on. The requirements gathering process in UgCD is described in detail.

Keywords: Requirements gathering, Usability, Usage-Centred Design.

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Authors: É. Kónya, E. Szabó, I. Bata-Vidács, T. Deák, M. Ottucsák, N. Adányi, A. Székács

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Spice paprika is a major spice commodity in the European Union (EU), produced locally and imported from non-EU countries, reported not only for chemical and microbiological contamination, but also for fraud. The effective interaction between producers’ quality management practices and government and EU activities is described on the example of spice paprika production and control in Hungary, a country of leading spice paprika producer and per capita consumer in Europe. To demonstrate the importance of various contamination factors in the Hungarian production and EU trade of spice paprika, several aspects concerning food safety of this commodity are presented. Alerts in the Rapid Alert System for Food and Feed (RASFF) of the EU between 2005 and 2013, as well as Hungarian state inspection results on spice paprika in 2004 are discussed, and quality non-compliance claims regarding spice paprika among EU member states are summarized in by means of network analysis. Quality assurance measures established along the spice paprika production technology chain at the leading Hungarian spice paprika manufacturer, Kalocsai Fűszerpaprika Zrt. are surveyed with main critical control points identified. The structure and operation of the Hungarian state food safety inspection system is described. Concerted performance of the latter two quality management systems illustrates the effective interaction between internal (manufacturer) and external (state) quality control measures.

Keywords: Spice paprika, quality control, reporting mechanisms, RASFF, vulnerable points, HACCP, BRC Global Standard.

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Authors: Danuvasin Charoen

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The software industry has been considered a critical infrastructure for any nation. Several studies have indicated that national competitiveness increasingly depends upon Information and Communication Technology (ICT), and software is one of the major components of ICT, important for both large and small enterprises. Even though there has been strong growth in the software industry in Thailand, the industry has faced many challenges and problems that need to be resolved. For example, the amount of pirated software has been rising, and Thailand still has a large gap in the digital divide. Additionally, the adoption among SMEs has been slow. This paper investigates various issues in the software industry in Thailand, using information acquired through analysis of secondary sources, observation, and focus groups. The results of this study can be used as “lessons learned" for the development of the software industry in any developing country.

Keywords: Software industry, developing nations.

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Authors: Anjushi Verma, Tirthankar Gayen

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Although, reliability is an important attribute of quality, especially for mission critical systems, yet, there does not exist any versatile model even today for the reliability assessment of component-based software. The existing Black Box models are found to make various assumptions which may not always be realistic and may be quite contrary to the actual behaviour of software. They focus on observing the manner in which the system behaves without considering the structure of the system, the components composing the system, their interconnections, dependencies, usage frequencies, etc.As a result, the entropy (uncertainty) in assessment using these models is much high.Though, there are some models based on operation profile yet sometimes it becomes extremely difficult to obtain the exact operation profile concerned with a given operation. This paper discusses the drawbacks, deficiencies and limitations of Black Box approaches from the perspective of various authors and finally proposes a conceptual model for the reliability assessment of software.

Keywords: Black Box, faults, failure, software reliability.

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Authors: Varun Gupta, Jitender Kumar Chhabra

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Software maintenance and mainly software comprehension pose the largest costs in the software lifecycle. In order to assess the cost of software comprehension, various complexity measures have been proposed in the literature. This paper proposes new cognitive-spatial complexity measures, which combine the impact of spatial as well as architectural aspect of the software to compute the software complexity. The spatial aspect of the software complexity is taken into account using the lexical distances (in number of lines of code) between different program elements and the architectural aspect of the software complexity is taken into consideration using the cognitive weights of control structures present in control flow of the program. The proposed measures are evaluated using standard axiomatic frameworks and then, the proposed measures are compared with the corresponding existing cognitive complexity measures as well as the spatial complexity measures for object-oriented software. This study establishes that the proposed measures are better indicators of the cognitive effort required for software comprehension than the other existing complexity measures for object-oriented software.

Keywords: cognitive complexity, software comprehension, software metrics, spatial complexity, Object-oriented software

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Authors: Noppakit Nawalikit, Pattarasinee Bhattarakosol

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Since Software testing becomes an important part of Software development in order to improve the quality of software, many automation tools are created to help testing functionality of software. There are a few issues about usability of these tools, one is that the result log which is generated from tools contains useless information that the tester cannot use result log to communicate efficiently, or the result log needs to use a specific application to open. This paper introduces a new method, SBTAR that improves usability of automated test tools in a part of a result log. The practice will use the capability of tools named as IBM Rational Robot to create a customized function, the function would generate new format of a result log which contains useful information faster and easier to understand than using the original result log which was generated from the tools. This result log also increases flexibility by Microsoft Word or WordPad to make them readable.

Keywords: Software Automation Testing, Automated test tool, IBM Rational Robot.

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Authors: R. Karami, A. Gharaei

Abstract:

This study was undertaken at four different sites (north polluted, south polluted, south healthy and north healthy) in Tehran, in order to examine whether there was a relationship between publicly available air quality data and the public’s perception of air quality and to suggest some guidelines for reducing air pollution. A total of 200 people were accidentally filled out the research questionnaires at mentioned sites and air quality data were obtained simultaneously from the Air Quality Control Department. Data was analyzed in Excel and SPSS software’s. Clean air and job security were of great importance to people comparing to other pleasant aspect of life. Also air pollution and serious diseases were the most important of people concerns. Street monitors and news paper services on air quality were little used by the public as a means of obtaining information on air pollution. Using public transportation and avoiding inevitable journeys are the most important ways for reducing air pollution. The results reveal that the public’s perception of air quality is not a reliable indicator of the actual levels of air pollution.

Keywords: Air pollution, Quality of life, Opinion poll, Public participation.

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Authors: Carlos Gonzalez

Abstract:

This paper describes the use of the Internet as a feature to enhance the security of our software that is going to be distributed/sold to users potentially all over the world. By placing in a secure server some of the features of the secure software, we increase the security of such software. The communication between the protected software and the secure server is done by a double lock algorithm. This paper also includes an analysis of intruders and describes possible responses to detect threats.

Keywords: Internet, secure software, threats, cryptography process.

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Authors: Mounir Zekkaoui, Abdelhadi Fennan

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The software evolution control requires a deep understanding of the changes and their impact on different system heterogeneous artifacts. And an understanding of descriptive knowledge of the developed software artifacts is a prerequisite condition for the success of the evolutionary process. The implementation of an evolutionary process is to make changes more or less important to many heterogeneous software artifacts such as source code, analysis and design models, unit testing, XML deployment descriptors, user guides, and others. These changes can be a source of degradation in functional, qualitative or behavioral terms of modified software. Hence the need for a unified approach for extraction and representation of different heterogeneous artifacts in order to ensure a unified and detailed description of heterogeneous software artifacts, exploitable by several software tools and allowing to responsible for the evolution of carry out the reasoning change concerned.

Keywords: Heterogeneous software artifacts, Software evolution control, Unified approach, Meta Model, Software Architecture.

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Authors: Charlie Y. Shim, Mina Choi, Jung Y. Kim

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Software engineering education not only embraces technical skills of software development but also necessitates communication and interaction among learners. In this paper, it is proposed to adapt the PBL methodology that is especially designed to be integrated into software engineering classroom in order to promote collaborative learning environment. This approach helps students better understand the significance of social aspects and provides a systematic framework to enhance teamwork skills. The adaptation of PBL facilitates the transition to an innovative software development environment where cooperative learning can be actualized.

Keywords: problem-based learning, software engineering, software process models, teamwork.

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Authors: A. H. Hendry, H. S. Mogindol

Abstract:

There is an increasing worldwide demand on the field of interaction with wildlife tourism. Studies pertaining to the service quality within the sphere of interaction with wildlife tourism are plentiful. However, studies on service quality in wildlife attractions, especially on semi-captured wildlife tourism are still limited. The Sepilok Orangutan Rehabilitation Centre (SORC) in Sandakan, Sabah, Malaysia is one good example of a semi-captured wildlife attraction and a renowned attraction in Sabah. This study presents a gap analysis by measuring the perception and expectation of service quality at SORC through the use of a modified SERVQUAL, referred to as WILSERV. A survey questionnaire was devised and administered to 190 visitors who visited SORC. The study revealed that all the means of the six dimensions for perceived perceptions were lower than the expectations. The highest gap was from the dimension of reliability (-0.21), followed by tangible (-0.17), responsiveness (-0.11), assurance, (-0.11), empathy (-0.11) and wild-tangible (-0.05). Similarly, the study also showed that all six dimensions for perceived perceptions means were lower than the expectations for both local and foreign visitors.

Keywords: Gap analysis, service quality, WILSERV, wildlife tourism.

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