Similar to manufacturing, a critical requirement to achieving high quality in the production of information systems (IS) is the ability to deploy the customers' desires throughout the systems development process(SDP). The MIS literature has long recognized the importance of user involvement in the SDP (Davis, 1989; Davis, Bagozi, and Warshaw, 1989). The major objective of user involvement is to develop high quality systems with which users are comfortable and satisfied. Thespecification of requirements and the subsequent conversion of these requirements into a useful system is often a complex process. It is imperative to be able to capture user requirements accurately and in a fashion that is conducive to their transfer to a development methodology. This can result in detailed design specifications that reflect the user quality concerns and can lead to efficient and effective implementation. It is often assumed that the existing systems analysis, design, and implementation methodologies allow developers to document and keep track of the user requirements thus enabling development of an end product with which users are satisfied. Situations where users are dissatisfied with a system are nevertheless not uncommon. This dissatisfaction is the result of the users' perceptions of quality not being met. Careful attention to details and user involvement in the development process increase the potential for, but do not guarantee, a high-quality system. It is important to realize thatthe traditional systems development methodologies do not explicitly document user quality attributes. They also make no provisions for ensuring that those quality characteristics are properly and systematically considered throughout the various stages of the development process. It is possible that some user requirements such as ease of use, maintenance, and security are not captured in data and process modeling. It may also be the case that quality features related to hardware or support services and other user requirements are either not explicitly considered or they vanish in the stepwise refinement process, which typically emphasizes software. This paper highlights limitations of the traditional systems analysis and design methods as they relate to user perceptions and measures of quality, and proposes a method of integrating quality function deployment into the SDP
Stylianou, Anthony C.; Kumar, Ram; and Khouja, Moutaz J., "A TQM-Based Systems Development Process" (1995). AMCIS 1995 Proceedings. 16.