A measurement strategy to support total quality management in a systems development environment

Abstract

This paper discusses the development and implementation of a set of measures which support a Total Quality Management (TOM) process in a Systems Development environment. This process is taking place in the background of a large Financial Institution which is seen by many as a leader in the field of Information Technology (IT). A structured quality improvement process is required in order to sustain this relative position of market leadership. In developing the strategy a brief overview of software measurement issues is presented followed by an outline of the TOM process.The Capability Maturity Model (CMM) is used in conjunction with other models to develop the set of measures. Various techniques are also utilised to develop some of the measures, such as the GAPS model, used to develop a Customer Satisfaction Index. This strategy is suitable, it is argued, to a medium to large organisation with similar dynamism and complexities as the case presented. While it could be used in a small IT environment it may, however, be too elaborate for the environment.