The focus of software quality management is on systems development quality. This paper takes a view that such an approach is short sighted and that at it best can lead to customer satisfaction in the short term. To develop quality software with negligible information systems outage on account of software quality problems, two other important factors - system-in-use quality and environmental quality are to be concurrently considered with systems development quality. This paper proposes that software quality should be measured in terms of customer satisfaction, and that the key factors influencing customer satisfaction are ‘delivered system quality’ ‘system-in-use quality’ and ‘environmental quality’. A theoretical model is built around these three factors to help software quality management.
Ambrose, Paul and Eynon, Jim, "A Theoretical Model for Software Quality Management" (1998). AMCIS 1998 Proceedings. 288.