Total Quality Management (TQM) principles emphasize the use of customer satisfaction as a measure of quality. This paper shows how customer satisfaction can be managed during the systems development process to ensure software quality when technical quality and a fit between organizational needs and systems capabilities are present. To that end, we present a model for managing the customer satisfaction aspect of developing quality software. This model is based on the TQM philosophy for both service and production operations.
Alexander, Christine and Ambrose, Paul, "The Impact of Software Development Process on Information Systems Success: A Theoretical Perspective Integrating Customer Satisfaction, Technical and Organizational Issues" (1999). AMCIS 1999 Proceedings. 250.