Advertisement

Software Quality Journal

, Volume 7, Issue 1, pp 67–75 | Cite as

Perceptions of software quality: a pilot study

  • David N. Wilson
  • Tracy Hall
Article

Abstract

Many software quality initiatives fail because they do not take account of the range of views that people have of quality. New approaches to software quality improvement will not work unless software developers believe in them, no matter how enthusiastic managers may be. This paper reports on a pilot study using the repertory grid technique that found evidence to support these assertions. The study findings justify further work and show that while the repertory grid technique is an appropriate instrument in this area it is resource intensive to apply and may not be practical in a wider study of a representative sample of the IT industry. The paper has practical recommendations for successful introduction of new software quality programmes. These recommendations stress the need for effective communication, leading to a shared understanding of ‘quality’, and for realistic goals that recognize the pressure of development schedules.

software quality assurance software quality management 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    D.N. Wilson and C. Dawson. Process and product quality: perpetuating the myth, in Proceedings of SQM96 Conference, Software Quality Management IV: Improving Quality, Cambridge, 1–3 April 1996, M. Bray, M. Ross and G. Staples (eds) (Mechanical Engineering Publications, London 1996), pp. 135–143.Google Scholar
  2. 2.
    J.A. Buckland, J.A. Fowinkle, L. Shroyer and F.V. Rice. Total Quality Management in Information Systems (QED Information Sciences, Wellesley USA, 1991).Google Scholar
  3. 3.
    K. DeJong and S.L. Trauth. Culture shock: improving software quality. The Journal of the Quality Assurance Institute, 7(2) (April 1993) 24–30Google Scholar
  4. 4.
    F. Fransella and D. Bannister. A Manual of Repertory Grid Technique (Academic Press, London 1977).Google Scholar
  5. 5.
    D.N. Wilson, P. Petocz and K. Roiter. Software quality assurance in practice. Software Quality Journal Google Scholar
  6. 6.
    M. Fry. The Information Technology Industry in New South Wales: A Report to the National Industry Extension Service. University of Technology, Sydney, August 1992.Google Scholar
  7. 7.
    Australian Information Industry Association. Quality Survey Analysis (AIIA Report, Canberra, ACT, 1993).Google Scholar
  8. 8.
    F. Gori. The State of QA in Software in Australia. Masters Project Report. University of Technology, Sydney, August 1994.Google Scholar
  9. 9.
    P. Crosby. Quality is Free (McGraw-Hill, New York, 1979).Google Scholar
  10. 10.
    J. Boose and J. Bradshaw. Expertise transfer and complex problems, using AQUINAS as a knowledge acquisition workbench for expert system, in Proceedings of the Knowledge Acquisition for Knowledge-based Systems Workshop, Banff, Canada, 7–11 November 1987, T. Addis, J. Boose and B. Gaines (eds).Google Scholar
  11. 11.
    M.L.G. Shaw and B.R. Gaines. An interactive knowledge-elicitation technique using personal construct theory, in Knowledge Acquisition for Expert Systems: A Practical Handbook A.L. Kidd (ed). (Plenum, New York, 1987), pp. 109–136.Google Scholar
  12. 12.
    A Sowunmi, F. Burstein and H. Smith. Knowledge Acquisition for Case-based Decision Support Using the Repertory Grid Approach. Technical Report 21/95, Department of Information Systems, Monash University, May 1995.Google Scholar
  13. 13.
    G.A. Kelly. The Psychology of Personal Constructs (Norton, New York, 1955).Google Scholar
  14. 14.
    A. Parasuraman, V.A. Zeithaml and L.L. Berry. A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, (Fall 1985) 41–50.Google Scholar
  15. 15.
    V.A. Zeithaml, A. Parasuraman and L.L. Berry. The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21, (1) (1993) 1–12.Google Scholar
  16. 16.
    M. Browne, Information Service Quality at the UTS Library: Report of a Survey of UTS Academics and Library Staff. University of Technology, Sydney, March 1995.Google Scholar
  17. 17.
    V.A. Zeithaml, A. Parasuraman and L.L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations (Free Press, New York, 1990).Google Scholar

Copyright information

© Kluwer Academic Publishers 1998

Authors and Affiliations

  • David N. Wilson
    • 1
  • Tracy Hall
    • 1
  1. 1.School of Computing SciencesUniversity of TechnologySydneyAustralia

Personalised recommendations