A TQM Approach to the Improvement of Information Quality

There is a consistent gap between users expectations regarding Information Quality (IQ) and the perceived quality of the information they are using. An explicit approach to IQ is required, meaning that all stakeholders should specify in detail the IQ requirements, design them into the information solutions and track their fulfillment. A Total Quality Management (TQM) based framework for the IQ improvement process is proposed. The framework employs six TQM concepts, namely Customer Focus, Leadership, Teamwork, Continuous Improvement, Measurement and Benchmarking. A case study about an initiative to improve information on Project Status is discussed. IQ dimensions are at the centre of this framework. They are organized in a three level hierarchy. User satisfaction is decomposed into "Customer Needs" which are translated into "IQ metrics" These dimensions are treated as objects. The paper lists the set of operations that should be performed on these objects including ...

• Type: Conference
• Year: 1996
• Where: IQ
• Authors: Ron Dvir, Stephen Evans
• Keywords: Improvement Process, IQ 1996, IQ 2007, IQ Dimensions, IQ Metrics