Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 31824
A Review of Quality Relationship between IT Processes, IT Products and IT Services

Authors: Whee Yen Wong, Chan Wai Lee, Kim Yeow Tshai


Producing IT products/services required carefully designed. IT development process is intangible and labour intensive. Making optimal use of available resources, both soft (knowledge, skill-set etc.) and hard (computer system, ancillary equipment etc.), is vital if IT development is to achieve sensible economical advantages. Apart from the norm of Project Life Cycle and System Development Life Cycle (SDLC), there is an urgent need to establish a general yet widely acceptable guideline on the most effective and efficient way to precede an IT project in the broader view of Product Life Cycle. The current paper proposes such a framework with two major areas of concern: (1) an integration of IT Products and IT Services within an existing IT Process architecture and; (2) how IT Product and IT Services are built into the framework of Product Life Cycle, Project Life Cycle and SDLC.

Keywords: Mapping of Quality Relationship, IT Processes/IT Products/IT Services, Product Life Cycle, System Development Life Cycle.

Digital Object Identifier (DOI):

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 1978


[1] A. K. Jeong, Y. Seun, , Choi, and T.-H. Kim, "Management Environment for Software Process Improvement," in Computer Science and its Applications, 2008. CSA '08. International Symposium on, 2008, pp. 292-296.
[2] B. Fitzgerald and T. O'Kane, "A longitudinal study of software process improvement," Software, IEEE, vol. 16, pp. 37-45, 1999.
[3] R. W. Hoerl, "Six Sigma and the future of the quality profession," IEEE Engineering Management Review, vol. Fall, pp. 87-94, 1998.
[4] Z. Brice, "Six Sigma Sharpens Services." vol. 2011, S. w. S. S. i. services, Ed., 2011.
[5] J. Antony, "Six sigma for service processes," Business Process Management Journal, vol. 12, pp. 234-248, 2006.
[6] L. D. Thomerson, "Journey of excellence: Ketuchky's Commomwealth Health Corporation adopts six sigma approach," ASQ's 55th Annual Quality Congres Proceedings, pp. 152-158, 2001.
[7] J. A. Hoffer, J. F. George, and J. S. Valacich, Modern Systems Analysis and Design, 4th edition ed.: Prentice Hall, 2005.
[8] B. H. Dennis, R. M. Wixom, and Roth, Systems Analysis and Design, 3rd Ed ed.: John Wiley and Sons, 2006.
[9] J. L. Whitten, L. D. Bentley, and K. C. Dittman, Systems Analysis and Design Methods, 6th Ed ed.: McGraw Hill, 2004.
[10] K. Schwalbe, Information Technology Project Management, 6th ed. Boston, MA: Thomson Course Technology, 2009.
[11] J. T. Marchewka, Information Technology Project Management: Providing Measurable Organisational Value, 4th Ed ed.: John Wiley & Son, 2011.
[12] S. Koppensteiner, "Process Mapping and Simulation for Software Project," in VDM, Verlag Germany, 2008.
[14] J. Taylor, Managing Information Technology Projects, 2004.
[15] P. Youngkyu, P. Hyuncheol, C. Hojin, and B. Jongmoon, "A Study on the Application of Six Sigma Tools to PSP/TSP for Process Improvement," in Computer and Information Science, and 1st IEEE/ACIS International Workshop on Component-Based Software Engineering, Software Architecture and Reuse. ICIS-COMSAR. 5th IEEE/ACIS International Conference on, 2006, pp. 174-179.
[16] J. Antony, F. J. Antony, M. Kumar, and B. R. Cho, "Six sigma in service organisations: Benefits, challenges and difficulties, common myths, empirical observations and success factors," The International Journal of Quality & Reliability Management, vol. 24, pp. 294-311, 2007.
[17] B. Fitzgerald and T. O'Kane, "A longitudinal study of software process improvement," IEEE in Software, vol. 16, pp. 37-45, 1999.
[18] P. Chan, S. Durant, V. Gall, and M. Raisinghani, "Aligning Six Sigma and ITIL: Implications For IT Service Management," CONF-IRM 2008 Proceedings, vol. 7, 2008.
[19] V. K. Vaishnavi, S.-J. Yoon, and G. C. Buchanan, "Research in computer information systems at Georgia State University: a balanced approach," in Proceedings of the Twenty-Fourth Annual Hawaii International Conference. vol. 3 Hawaii, 1991, pp. 500-509.
[20] O. Turetken and O. Demirors, "Using human resource management suites to exploit team process improvement models," in 28th Euromicro Conference Proceedings, 2002, pp. 382-387.
[21] A. Chakrabarty and K. C. Tan, "The current state of six sigma application in services," Managing Service Quality, vol. 17, pp. 194-208, 2007.
[22] C.-H. Kuei and C. N. Madu, "Customer-centric six sigma quality and reliability management," The International Journal of Quality & Reliability Management, vol. 20, pp. 954-964, Retrieved May 17, 2011 2003.
[23] P. Zhedan, R. Hoyeon, and B. Jongmoon, "A Case Study: CRM Adoption Success Factor Analysis and Six Sigma DMAIC Application," in 5th ACIS International Conference on Software Engineering Research, Management & Applications, SERA, 2007, pp. 828-838.
[24] H. Bottner, K. Schischke, and N. F. Nissen, "Carbon footprinting of information technology products based on ISO standards," in IEEE International Conference on Consumer Electronics (ICCE), Berlin, 2011, pp. 291-295.
[25] F. Daneshgar, K. Ramarathinam, and P. K. Ray, "Representation of knowledge in information technology Service Capability Maturity Model (IT Service CMM)," in Second International Conference on Research Challenges in Information Science, RCIS, 2008, pp. 215-226.
[26] Y. You, T. Qin, and G. Li, "Signal Processing and System Design of Cylinder Reliability Test for ISO Standard," in Electrical and Control Engineering (ICECE), 2010 International Conference on, 2010, pp. 4193-4195.
[27] H. G. Neswadba, "The Influence Of The Quality Standards IS0 9000 On Telecom Manufacturers " in IEEE International Conference of ICC 1992, pp. 1655-1658.
[28] D. Stelzer, W. Mellis, and G. Herzwurm, "Software process improvement via ISO 9000? Results of two surveys among European software houses," in 29th International Conference on System Sciences, Hawaii, 1996, pp. 703-712 vol.1.
[29] S. Smit, P. H. N. de With, and G. J. van Dijk, "Evolution of a software maintenance organization from cost center to service center," in International Conference Proceedings on Software Maintenance, ICSM, 2003, pp. 209-212.
[30] N. Mohd Hairul Nizam Md, R. Ahmad, and N. H. Hassan, "Resistance factors in the implementation of software process improvement project," in Information Technology, 2008. ITSim. International Symposium on, 2008, pp. 1-10.
[31] W. Y. Wong, C. W. Lee, and K. Y. Tshai, "Six Sigma in IT Processes, IT Services and IT Products - A Fact or a Fad?," in 12th International IEEE Computer and Information Technology, CIT Chengdu, China, pp. 524-531, 2012
[32] S. L. Hribar, "How to improve software development process using mathematical models for quality prediction and elements of Six Sigma methodology," in MIPRO, Opatija, Croatia, 2010.
[33] S. R. Convey, The 7 Habits of Highly Effective People, 2nd ed. London: Franklin Covey, 2004.