ISO/IEC TR 9126-4:2004

TECHNICAL ISO/IEC
REPORT TR
9126-4
First edition
2004-04-01

Software engineering — Product
quality —
Part 4:
Quality in use metrics
Génie du logiciel — Qualité des produits —
Partie 4: Qualité en métrologie d'usage




Reference number
ISO/IEC TR 9126-4:2004(E)
©
ISO/IEC 2004

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ISO/IEC TR 9126-4:2004(E)
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ISO/IEC TR 9126-4:2004(E)
Contents
1 Scope . 1
2 Conformance. 2
3 Normative References. 2
4 Terms and definitions. 2
4.1 Context of use. 2
4.2 Goal. 2
4.3 Task . 3
5 Symbols and abbreviated terms . 3
6 Use of software quality metrics. 3
7 How to read and use the metrics tables. 4
8 Metrics Tables. 4
8.1 Effectiveness metrics. 6
8.2 Productivity metrics. 7
8.3 Safety metrics . 9
8.4 Satisfaction metrics. 11
Annex A (Informative) Considerations when using metrics . 12
A.1 Interpretation of measures. 12
A.2 Validation of metrics. 13
A.3 Use of metrics for estimation (judgement) and prediction (forecast). 15
A.4 Detecting deviations and anomalies in quality problem prone components. 16
A.5 Displaying measurement results. 16
Annex B (Informative) Use of Quality in Use, External & Internal Metrics (Framework Example). 17
B.1 Introduction . 17
B.2 Overview of development and quality process . 17
B.3 Quality Approach Steps . 18
Annex C (Informative) Detailed explanation of metric scale types and measurement types. 23
C.1 Metric scale types . 23
C.2 Measurement Types . 24
Annex D (Informative) Term(s) . 30
D.1 Definitions . 30
Annex E (Informative) Quality in use evaluation process . 32
E.1 Establish evaluation requirements. 32
E.2 Specify the evaluation. 33
E.3 Design the evaluation . 35
E.4 Execute the evaluation. 36
Annex F (Informative) Common Industry Format for Quality in Use Test Reports . 37
F.1 Purpose and Objectives. 37
F.2 Report Format Description. 38
F.3 References. 46
Annex G (Informative)  Common Industry Format Usability Test Example . 47
G.1 Introduction . 48
G.2 Method . 49
G.3 Results . 52
G.4 Appendix A – Participant Instructions. 58
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ISO/IEC TR 9126-4:2004(E)

Foreword
ISO (the International Organization for Standardization) and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide standardization. National bodies that are members of
ISO or IEC participate in the development of International Standards through technical committees
established by the respective organization to deal with particular fields of technical activity. ISO and IEC
technical committees collaborate in fields of mutual interest. Other international organizations, governmental
and non-governmental, in liaison with ISO and IEC, also take part in the work. In the field of information
technology, ISO and IEC have established a joint technical committee, ISO/IEC JTC 1.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of the joint technical committee is to prepare International Standards. Draft International
Standards adopted by the joint technical committee are circulated to national bodies for voting. Publication as
an International Standard requires approval by at least 75 % of the national bodies casting a vote.
In exceptional circumstances, the joint technical committee may propose the publication of a Technical Report
of one of the following types:
— type 1, when the required support cannot be obtained for the publication of an International Standard,
despite repeated efforts;
— type 2, when the subject is still under technical development or where for any other reason there is the
future but not immediate possibility of an agreement on an International Standard;
— type 3, when the joint technical committee has collected data of a different kind from that which is normally
published as an International Standard (“state of the art”, for example).
Technical Reports of types 1 and 2 are subject to review within three years of publication, to decide whether
they can be transformed into International Standards. Technical Reports of type 3 do not necessarily have to
be reviewed until the data they provide are considered to be no longer valid or useful.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO and IEC shall not be held responsible for identifying any or all such patent rights.
ISO/IEC TR 9126-4 which is a Technical Report of type 2, was prepared by Joint Technical Committee
ISO/IEC JTC 1, Information technology, Subcommittee SC 7, Software and system engineering.
ISO/IEC TR 9126 consists of the following parts, under the general title Software engineering — Product
quality :
 Part 1: Quality model
 Part 2: External metrics
 Part 3: Internal metrics
 Part 4: Quality in use metrics

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ISO/IEC TR 9126-4:2004(E)
Introduction
This Technical Report provides quality in use metrics for measuring attributes of quality in use defined in
ISO/IEC 9126-1. The metrics listed in this Technical Report are not intended to be an exhaustive set.
Developers, evaluators, quality managers and acquirers may select metrics from this Technical Report for
defining requirements, evaluating software products, measuring quality aspects and other purposes. They
may also modify the metrics or use metrics that are not included here. This report is applicable to any kind of
software product, although each of the metrics is not always applicable to every kind of software product.
ISO/IEC 9126-1 defines terms for the software quality characteristics and how these characteristics are
decomposed into subcharacteristics. ISO/IEC 9126-1, however, does not describe how any of these
subcharacteristics could be measured. ISO/IEC 9126-2 defines external metrics, ISO/IEC 9126-3 defines
internal metrics and ISO/IEC 9126-4 defines quality in use metrics, for measurement of the characteristics or
subcharacteristics. Internal metrics measure the software itself, external metrics measure the behaviour of the
computer-based system that includes the software, and quality in use metrics measure the effects of using the
software in a specific context of use.
This Technical Report is intended to be used together with ISO/IEC 9126-1. It is strongly recommended to
read ISO/IEC 14598-1 and ISO/IEC 9126-1, prior to using this Technical Report, particularly if the reader is
not familiar with the use of software metrics for product specification and evaluation.


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TECHNICAL REPORT ISO/IEC TR 9126-4:2004(E)

Software engineering — Product quality —
Part 4:
Quality in use metrics
1 Scope
This Technical Report defines quality in use metrics for the characteristics defined in ISO/IEC 9126-1, and is
intended to be used together with ISO/IEC 9126-1.
This Technical Report contains:
• an explanation of how to apply software quality metrics;
• a basic set of metrics for each characteristic;
• an example of how to apply metrics during the software product life cycle.
It includes as informative annexes a quality in use evaluation process and a reporting format.
This Technical Report does not assign ranges of values of these metrics to rated levels or to grades of
compliance, because these values are defined for each software product or a part of the software product, by
its nature, depending on such factors as category of the software, integrity level and users' needs. Some
attributes may have a desirable range of values, which does not depend on specific user needs but depends
on generic factors, i.e. human cognitive factors.
This Technical Report can be applied to any kind of software for any application. Users of this Technical
Report can select or modify and apply metrics and measures from this Technical Report or may define
application-specific metrics for their individual application domain. For example, the specific measurement of
quality characteristics such as safety or security may be found in International Standards or Technical Reports
provided by IEC 65 and ISO/IEC JTC1/SC 27.
Intended users of this Technical Report include:
• Acquirer (an individual or organization that acquires or procures a system, software product or software
service from a supplier);
• Evaluator (an individual or organization that performs an evaluation. An evaluator may, for example, be a
testing laboratory, the quality department of a software development organization, a government
organization or user);
• Developer (an individual or organization that performs development activities, including requirements
analysis, design and testing through acceptance during the software life cycle process);
• Maintainer (an individual or organization that performs maintenance activities);
• Supplier (an individual or organization that enters into a contract with the acquirer for the supply of a
system, software product or software service under the terms of the contract) when validating software
quality at qualification test;
• User (an individual or organization that uses the software product to perform a specific function) when
evaluating quality of software product at acceptance test;
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ISO/IEC TR 9126-4:2004(E)
• Quality manager (an individual or organization that performs a systematic examination of the software
product or software services) when evaluating software quality as part of quality assurance and quality
control.
2 Conformance
There are no conformance requirements in this Technical Report.
NOTE General conformance requirements for metrics are in ISO/IEC 9126-1.
3 Normative References
ISO 8402, Quality management and quality assurance — Vocabulary
ISO/IEC 9126, Software engineering — Product quality
ISO/IEC 9126-1, Software engineering — Product quality — Part 1: Quality model
ISO/IEC TR 9126-2, Software engineering — Product quality — Part 2: External metrics [Technical Report]
ISO/IEC TR 9126-3, Software engineering — Product quality — Part 3: Internal metrics [Technical Report]
ISO 9241-11:1998, Ergonomic requirements for office work with visual display terminals (VDTs) — Part 11:
Guidance on usability
ISO/IEC 14598-1, Information technology — Software product evaluation — Part 1: General overview
ISO/IEC 14598-3, Software engineering — Product evaluation — Part 3: Process for developers
ISO/IEC 14598-5:1998, Information technology — Software product evaluation — Part 5: Process for
evaluators
ISO/IEC 12207:1995, Information technology — Software life cycle processes
ISO/IEC 14143-1, Information technology — Software measurement — Functional size measurement —
Part 1: Definition of concepts
4 Terms and definitions
For the purposes of this Technical Report, the definitions contained in ISO/IEC 14598-1, ISO/IEC 9126-1 and
the following apply. Some of the definitions from ISO/IEC 14598-1 and ISO/IEC 9126-1 are reproduced in
Annex D.
4.1 context of use
the users, tasks, equipment (hardware, software and materials), and the physical and social environments in
which a product is used
[ISO 9241-11]
4.2 goal
an intended outcome
[ISO 9241-11]
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ISO/IEC TR 9126-4:2004(E)
4.3 task
the activities required to achieve a goal
NOTE 1 These activities can be physical or cognitive.
NOTE 2 Job responsibilities can determine goals and tasks.
[ISO 9241-11]
5 Symbols and abbreviated terms
The following symbols and abbreviated terms are used in this Technical Report:
• SQA - Software Quality Assurance (Group)
• SLCP – Software Life Cycle Processes
6 Use of software quality metrics
These Technical Reports (ISO/IEC 9126-2, ISO/IEC 9126-3 and ISO/IEC 9126-4) provide a suggested set of
quality metrics (external, internal and quality in use metrics) to be used with the ISO/IEC 9126-1 quality
model. The user of these reports may modify the metrics defined, and/or may also use metrics not listed.
When using a modified or a new metric not identified in these Technical Reports, the user should specify how
the metrics relate to the ISO/IEC 9126-1 quality model or any other substitute quality model that is being used.
The user of these Technical Reports should select the quality characteristics and subcharacteristics to be
evaluated from ISO/IEC 9126-1, identify the appropriate direct and indirect measures, identify the relevant
metrics and then interpret the measurement result in objective manner. The user of these Technical Reports
also may select product quality evaluation processes during the software life cycle from the ISO/IEC 14598
series of International Standards. These give methods for measurement, assessment and evaluation of
software product quality. They are intended for use by developers, acquirers and independent evaluators,
particularly those responsible for software product evaluation (see Figure 1).
effect of
software product
software product
influences
influences
internal
external quality in
quality
quality
use
contexts
depends on
depends on
of use
internal external quality in use
metrics metrics metrics

Figure 1 — Relationship between types of metrics
The internal metrics may be applied to a non-executable software product during its development stages
(such as request for proposal, requirements definition, design specification or source code). Internal metrics
provide the users with the ability to measure the quality of the intermediate deliverables and thereby predict
the quality of the final product. This allows the user to identify quality issues and take corrective action as
early as possible in the development life cycle.
The external metrics may be used to measure the quality of the software product by measuring the behaviour
of the system of which it is a part. The external metrics can only be used during the testing stages of the life
cycle process and during any operational stages. The measurement is performed when executing the
software product in the system environment in which it is intended to operate.
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ISO/IEC TR 9126-4:2004(E)
The quality in use metrics measure whether a product meets the needs of specified users to achieve specified
goals with effectiveness, productivity, safety and satisfaction in a specified context of use. This can be only
achieved in a realistic system environment.
User quality needs can be specified as quality requirements by quality in use metrics, by external metrics, and
sometimes by internal metrics. These requirements specified by metrics should be used as criteria when a
product is evaluated.
It is recommended to use internal metrics having a relationship as strong as possible with the target external
metrics, so that they can be used to predict the values of external metrics. However, it is often difficult to
design a rigorous theoretical model that provides a strong relationship between internal metrics and external
metrics. Therefore, a hypothetical model that may contain ambiguity may be designed and the extent of the
relationship may be modelled statistically during the use of metrics.
Recommendations and requirements related to validity and reliability are given in ISO/IEC 9126-1:A.4.
Additional detailed considerations when using metrics are given in Annex A of this Technical Report.
7 How to read and use the metrics tables
The metrics listed in clause 8 are categorised by the characteristics in ISO/IEC 9126-1. The following
information is given for each metric in the table:
a) Purpose of the metric: This is expressed as the question to be answered by the application of the metric.
b) Method of application: Provides an outline of the application.
c) Measurement, formula and data element computations: Provides the measurement formula and explains
the meanings of the used data elements.
NOTE In some situations more than one formula is proposed for a metric.
d) Interpretation of measured value: Provides the range and preferred values.
e) Metric scale type: Type of scale used by the metric. Scale types used are; Nominal scale, Ordinal scale,
Interval scale, Ratio scale and Absolute scale.
NOTE: A more detailed explanation is given in Annex C.
f) Measure type: Types used are; Size type (e.g. Function size, Source size) , Time type ( e.g. Elapsed time,
User time) , Count type ( e.g. Number of changes, Number of failures).
NOTE A more detailed explanation is given in Annex C.
g) Input to measurement: Source of data used in the measurement.
h) ISO/IEC 12207 SLCP Reference: Identifies software life cycle process(es) where the metric is applicable.
i) Target audience: Identifies the user(s) of the measurement results.
8 Metrics Tables
8.0 General
The metrics listed in this clause are not intended to be an exhaustive set and may not have been validated.
They are listed by software quality characteristic.
Metrics, which may be applicable, are not limited to these listed here. Additional specific metrics for particular
purposes are provided in other related documents, such as functional size measurement or precise time
efficiency measurement.
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ISO/IEC TR 9126-4:2004(E)
NOTE It is recommended to refer a specific metric or measurement from specific standards, Technical Reports or
guidelines Functional size measurement is defined in ISO/IEC 14143. An example of precise time efficiency measurement
can be referred from ISO/IEC 14756.
Metrics should be validated before application in a specific environment (see Annex A).
NOTE This list of metrics is not finalized, and may be revised in future versions of this Technical Report. Readers of
this Technical Report are invited to provide feedback.
The quality in use metrics in this clause measure the effectiveness, productivity, safety or satisfaction with
which specified users achieve specified goals in a specified context of use. Quality in use depends not only on
the software product, but also on the particular context in which the product is being used. The context of use
is determined by user factors, task factors and physical and social environmental factors.
Quality in use is assessed by observing representative users carrying out representative tasks in a realistic
context of use (see Annex E). The measures may be obtained by simulating a realistic working environment
(for instance in a usability laboratory) or by observing operational use of the product. In order to specify or
measure quality in use it is first necessary to identify each component of the intended context of use: the
users, their goals, and the environment of use. The evaluation should be designed to match this context of
use as closely as possible. It is also important that users are only given the type of help and assistance that
would be available to them in the operational environment.
NOTE The term usability is sometimes used with a similar meaning to quality in use (but excluding safety) (e.g. in
ISO 9241-11).
Some external usability metrics (ISO/IEC 9126-2) are tested in a similar way, but evaluate the use of
particular product features during more general use of the product to achieve a typical task as part of a test of
the quality in use.
Quality in use has four characteristics (effectiveness, productivity, safety and satisfaction) and no
subcharacteristics.

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ISO/IEC TR 9126-4:2004(E)
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8.1 Effectiveness metrics
Effectiveness metrics assess whether the tasks performed by users achieve specified goals with accuracy and completeness in a specified context of use.
They do not take account of how the goals were achieved, only the extent to which they were achieved (see E.2.1.2).
Table 8.1 Effectiveness metrics
Metric Name Purpose of the Method of Measurement, formula and Interpretation of Metric Measure Input to 12207 Target
metrics application data element computations measured value scale type measurement reference audience
type
Task What proportion User test M1 = |1-ΣA | 0<= M1 <=1 — A= Operation 6.5 Validation User
i
effectiveness of the goals of proportion (test) report
A = proportional value of each missing or The closer to 1.0 5.3 Qualification
i
the task is  Human
the better. testing
incorrect component in the task output
achieved User interface
correctly? monitoring designer
5.4 Operation
record
NOTE Each potential missing or incomplete component is given a weight Ai based on the extent to which it detracts from the value of the output to the business or user. (If the sum of the
weights exceed 1, the metric is normally set to 0, although this may indicate negative outcomes and potential safety issues.) (See for example G.3.1.1.) The scoring scheme is refined iteratively by
applying it to a series of task outputs and adjusting the weights until the measures obtained are repeatable, reproducible and meaningful.
Task completion What proportion User test X = A/B 0<= X <=1 Ratio A = Count Operation 6.5 Validation User
of the tasks is B = Count (test) report
The closer to 5.3 Qualification
completed? A = number of tasks completed Human
1.0 the better. X = testing
B = total number of tasks attempted User interface
Count/Cou
monitoring designer
5.4 Operation
nt
record
NOTE This metric can be measured for one user or a group of users. If tasks can be partially completed the Task effectiveness metric should be used.
Error frequency What is the User test X = A/T 0<= X Absolute A = Count Operation 6.5 Validation User
frequency of  (test) report
The closer to 0 5.3 Qualification
errors? A = number of errors made by the user Human
the better. testing
User interface
T= time or number of tasks
monitoring designer
5.4 Operation
record
NOTE This metric is only appropriate for making comparisons if errors have equal importance, or are weighted.

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ISO/IEC TR 9126-4:2004(E)
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8.2 Productivity metrics
Productivity metrics assess the resources that users consume in relation to the effectiveness achieved in a specified context of use. The most common
resource is time to complete the task, although other relevant resources could include the user’s effort, materials or the financial cost of usage.
Table 8.2 Productivity metrics
Metric Name Purpose of the Method of Measurement, formula and Interpretation of Metric Measure Input to 12207 Target
metrics application data element computations measured value scale type measurement reference audience
type
Task time How long does User test X = Ta 0<= X Interval T= Time Operation 6.5 Validation User
it take to (test) report
The smaller the 5.3 Qualification
complete a Ta = task time Human
be
...