Use of an adaptable quality model approach in a production support environment

Many of the early quality models have followed a hierarchical approach; A set of factors that affect quality are defined but there is little scope for expansion. Later models allow collective decisions to be made as to what attributes constitute quality but comparison across projects is difficult as a result. The adaptable quality model overcomes these drawbacks by providing a set of standard quality factors whilst allowing for locally defined factors to be included. The approach enables a consensus to be reached as to what properties constitute quality and how those properties should be measured. This paper details the construction of the model together with results from its use in a production support environment at a major financial institution.