CONTENTS
Preface = xi
1. The Quality Revolution and What It Means to Information Services = 1
Shift to a Quality Emphasis = 2
Definitions of Quality = 6
Baldrige Approach to Quality = 10
What Baldrige and the Quality Emphasis Have Taught Organizations = 13
Why Information Technology Is Critical = 15
Conclusions = 18
2. An Information Systems Strategy for Quality = 21
Quality Is a Strategic Tool = 22
What's New, What's Business as Usual = 26
Five Components of an IS Quality Strategy = 31
Role of Processes = 35
Role of Measurements = 39
3. Applying an Information Systems Quality Strategy = 48
Organization = 49
Rewards and Incentives = 53
Quality Education = 59
Knowing If It All Is Working = 64
Conclusions = 69
4. Business Planning and IT Planning - The Quality Links = 71
Trends in Quality-Focused Strategic Planning = 72
Contemporary IT Strategic Alignment = 79
Linking IT Planning to Quality = 86
Conclusions = 89
5. Technology's Role in Quality Improvement = 92
The Case for Using IT in Quality Initiatives = 93
Strategic Information Technologies of the 1990s = 98
Role of Standards and Architectures = 107
Conclusions = 113
6. World-Class Application Development = 115
What Is TQM in Software? = 116
Justification of TQM Practices in Software Development = 117
Basic Components of Software Development = 119
Applying Quality Practices to Maintain Software = 127
Quality Assurance Strategies = 131
Conclusions = 133
7. Applications That Support Quality in an Enterprise = 136
How to Select Enterprise-wide IT Applications = 137
Communicating and Sharing Information Faster and Better = 144
How Teams Can Be Supported by Technology = 149
Increasing Productivity of the Entire Organization through Office Applications = 153
Implementing Applications That Reduce Cycle Time = 156
Getting Closer to Your Customers = 161
IS as a Source of Quality Software = 163
Conclusions = 164
8. Applying Quality Practices to IT Operations = 167
Instilling a Customer Focus = 167
Roles and Responsibilities within an IS Organization = 174
Role of Governance of IT Operations = 180
Applied Quality Practices : Cases in Networking Management and Help Desks = 183
Measuring Glasshouse Operations = 191
Conclusions = 199
9. Personnel Practices in a Quality World = 201
A World of Teams = 201
Performance Expectations and Evaluations = 208
Skills Development Process = 214
Employee Feedback Process = 220
Role of Management = 228
Measuring Performance = 231
10. Starting the Implementation of Quality Management = 234
Determining Where You Are Today = 235
Elements of a Tactical Approach = 245
Role of ABC Accounting = 253
Conclusions = 254
11. Making Quality Your Management Process = 258
Managing Process Improvement and Reengineering = 258
Weaving the Baldrige Management Criteria into Yours = 262
Baldrige Certification Process = 265
Role of Other Quality Certification Approaches = 267
How to Use Measurements Effectively = 269
Conclusions = 278
Appendix A. Malcolm Baldrige National Quality Award = 281
Appendix B. How to Do Benchmarking = 286
Appendix C. How to Learn More about Quality = 291
Index = 295
