Toward a theory of quality management in information systems development

Availability of high quality software is critical for the effective use of information systems in organizations. Recurrent problems such as poor system quality, long development lead time, user dissatisfaction and high costs indicate that production of software under acceptable conditions of quality and productivity remains a challenge. Information system units in many organizations have responded to this challenge by implementing quality management processes. However, the results of these initiatives have been mixed ranging from lasting performance improvements to complete abandonment of quality programs. Despite its importance, limited theoretical work has addressed the question: how should systems development quality be defined, measured and managed? Many researchers have studied the effects of select technological or social factors on systems development quality. These studies typically define systems development quality as technical performance of software; they do not consider such quality as multidimensional. To develop a deeper understanding of systems development quality, the construct has to be more broadly defined, corresponding measures developed and its antecedents and their causal structure systematically studied. This study defines systems development quality as a composite of product quality, process quality and customer satisfaction. Measures for these constructs were developed and validated. A theoretical model for systems development quality was proposed which consists of four major factors: IS environment, management infrastructure sophistication, technology infrastructure sophistication and process management efficacy. A causal structure of the relationships between these factors and systems development quality was postulated based on sociotechnical systems theory and total quality management principles. Data to validate the model was collected in two phases--a detailed field-based case study and a survey of IS departments in Fortune 1000 companies and large government agencies. Based on the results of this study a theory for quality management in systems development is developed. The essence of the theory can be summarized as follows: Effective management of systems development quality requires creation of management, automational and informational infrastructures to facilitate process management, which, when implemented, improves process and product quality through creation and use of knowledge assets and by fostering quality oriented behavior among key stakeholders in systems development.