Tailoring Software Development Processes Along TQM Concepts: A Way to Narrow User-Perceived Expectations Gap for Information Systems

Abstract

A number of researchers (e.g., Rockart and Scott-Morton, 1984; Porter, 1985, 1992; Gilmour and Hunt, 1993; Leonard-Barton and Sinha, 1993; Alter, 1996) have emphasised the potential that information systems have for providing the competitive edge. The perception that an organisation is at a competitive disadvantage without computer systems has significantly increased users’ expectations for information systems. These expectations have been further increased by the sensational media promotions of new computer products and services in the marketplace. Some vendors, acting in their own self-interest, may make inflated claims about their products putting more gap between users’ expectations for information systems and the actual services delivered by the systems. The information technology industry has come under growing pressure to produce high-quality systems quickly and inexpensively to satisfy to growing user expectations (Lederer and Mendelow, 1990). This chapter looks at how some of the concepts of TQM can be applied to narrow the user expectations gap for information systems.