Total quality management for bridging the expectations gap in systems development


The expectations gap in systems development is the result of differences between the expectations of end users from computer systems and their actual performance. High expectations of users are caused by vendors' self-serving claims and the glitter of technology, while the low performance of computer systems is the result of inadequacies in systems development. Application of total quality management (TQM) concepts in systems development narrows this expectations gap by meeting users' requirements of functionality and budget constraints. This is achieved by involving users, senior managers and systems developers in systems development. The development process is streamlined with computer-aided software engineering (CASE) tools and project management techniques. Copyright © Elsevier Science Ltd and IPMA.

Publication Title

International Journal of Project Management