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The Value Of A Technical Service Bulletin Index For The Consumer, Robert J. Richardson
The Value Of A Technical Service Bulletin Index For The Consumer, Robert J. Richardson
Communications of the IIMA
Automobile Technical Service Bulletin Index represents additional information pertaining on the quality of a vehicle. Currently, there is no way for the consumer to evaluate this large amount of information when buying a new car. A Technical Service Bulletin Index is developed as an aid to the consumer to better understand the quality issues related to thirty different car models. When compared to two major existing surveys, the J.D. Power Initial Quality Study and the J.D. Power Vehicle Dependability Study, the Technical Service Bulletin Index proved that it provides new, useful information about automobile quality for consumers to use when …
Discovering Software Reliability Patterns Based On Multiple Software Projects, Yi Liu, Gerald Adkins, Jeng-Foung Yao, Gita Williams
Discovering Software Reliability Patterns Based On Multiple Software Projects, Yi Liu, Gerald Adkins, Jeng-Foung Yao, Gita Williams
Journal of International Technology and Information Management
Discovering patterns that indicate software reliability provides valuable information to software project managers. Software Quality Classification (SQC) modeling is a methodology that can be used to discover reliability patterns of large software projects. However, the patterns found by SQC modeling may not be accurate and robust owing to insufficient information used in the training process. This study compares two genetic programming-based SQC models using different volumes of data. These data were extracted from seven different NASA software projects. The results demonstrate that combining data from different projects can produce more accurate and reliable patterns.
An Application Of The Deming Management Method For Information Technology Projects, Jack T. Marchewka
An Application Of The Deming Management Method For Information Technology Projects, Jack T. Marchewka
Journal of International Technology and Information Management
Although the ideas and teachings of W. Edwards Deming have been implemented in organizations world- wide for over the past 50 years, only three studies have empirically tested a theoretical model grounded in the Deming Management Method. These studies focused on the manufacturing and services area. Today, quality management continues to be an area of interest both in project management and software engineering. The focus of this study is to test the Deming Management Method in information technology (IT) projects. A survey of 63 IT professionals provides empirical support for the Deming Management Method and its application to IT projects. …
Information Systems Service Quality Measurement: The Evolution Of The Servqual Instrument, Dwayne Whitten
Information Systems Service Quality Measurement: The Evolution Of The Servqual Instrument, Dwayne Whitten
Journal of International Technology and Information Management
Due to the increasing service component of information technology, service quality measurement has become increasingly important as IS practitioners attempt to increase service quality to customers. The measurement of service quality in IS evolved from the research done in the marketing literature. The SERVQUAL instrument has evolved to become the most commonly used measurement instrument in both IS and marketing. Although commonly used, the SERVQUAL instrument is not without criticism. This paper describes the SERVQUAL instrument, its criticisms and support, and finally the SERVPERF instrument, a variation of the SERVQUAL instrument which is an attempt at improving upon the SERVQUAL …