This timely, concise report explains total quality control, its adaptation from manufacturing and its application to information services including operations, systems development and end-user computing. Case studies by IS executives examine Texas Instruments' total quality culture, Motorola's Six Steps to Six Sigma and Federal Express' focus on systems availability.

Total Quality Management in Information Services

Buckland, John A.

Fowinkle, Ron

Shroyer, Les

Rice, Frederick V.

Business & Money

*A Wiley-QED Publication

Offers a clear and practical description of CASE—why you should use it and how to manage it. CASE technologies, key elements of systems engineering, economics, the translation to CASE and a framework for evaluation, strategic planning for CASE projects are among the topics discussed.

CASE: The potential and the pitfalls

Computers & Technology

QED Information Sciences

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Books by Buckland, John A.