Quality Certification: Lessons from Three Software Development Organisations

This paper reports on three case studies of software development organisations that gained certification to the quality standard ISO 9001. It distils fourteen key points learned from the studies, and concludes that software quality certification does have the potential for considerable benefits. These include improved efficiency, higher quality software in certain circumstances, improved budgeting and scheduling, improved use of human resources, and, indirectly, greater customer satisfaction. The studies also establish that certification is not without its costs, and must be embedded within a strong management framework if these benefits are to be realised. The research involved a review of literature from which a survey instrument was developed. This was used in the pilot study, and was then modified to accommodate highlighted issues. Data was principally gathered through semi-structured interviews with the quality manager and a systems analyst and programmer at the organisations. The data was validated by providing participants with summary reports and subsequent papers for review and comment.