Could Knowledge Gaps Drive Quality Improvement?

Abstract

Quality problems could constitute a major obstacle to improvement of products and/or services. The model for assessing the quality of quality management programs presented in this chapter focuses on the role of Strategic Gaps and Knowledge Gaps in driving the quality management programs. The chapter also identifies Strategic Gaps and Knowledge Gaps that could exist in some organisational quality management processes. Those gaps are shown to adversely affect expected outcomes from the implemented quality management programs. Furthermore, the chapter explores the relationship between the perception of the developers or implementers of quality management programs and other related organizational attributes in some software industries.