Some thoughts on quality models: Evolution and perspectives

Abstract

Quality' is an evolving concept, quite difficult to be defined, whatever the application domain observed. As Tom Demarco said, it's true that "you cannot control what you cannot measure". But coming back, it's also true that "you cannot measure what you cannot define" and again "you cannot define what you don't know". Thus, moving from a common, shared definition is the priority for any activity and creates also measures from any measurement and benchmarking activity. Along the years, several 'quality models' (QM) have been produced: the scope for non-functional attributes (part of the 'quality' definition, also according to ISO) is enlarging. This paper discusses the evolution of the quality concept (broader than the one referred to the solely 'product', e.g. service quality) in order to observe which perspectives can be drawn up for the next years.