A TQM Approach to the Improvement of Information Quality

There is a consistent gap between users expectations regarding Information Quality (IQ) and the perceived quality of the information they are using. An explicit approach to IQ is required, meaning that all stakeholders should specify in detail the IQ requirements, design them into the information solutions and track their fulfillment. A Total Quality Management (TQM) based framework for the IQ improvement process is proposed. The framework employs six TQM concepts, namely Customer Focus, Leadership, Teamwork, Continuous Improvement, Measurement and Benchmarking. A case study about an initiative to improve information on Project Status is discussed. IQ dimensions are at the centre of this framework. They are organized in a three level hierarchy. User satisfaction is decomposed into "Customer Needs" which are translated into "IQ metrics" These dimensions are treated as objects. The paper lists the set of operations that should be performed on these objects including selection, scaling and prioritization. InfoQual, a methodology designed to facilitate the manipulation of IQ dimensions in the improvement process, is described. This methodology is based on the TQM framework and uses three specific tools: • QFD (Quality Function Deployment) to translate Customer Needs into metrics. • IQ dimensions and metrics database to preserve and reuse experience gained during the improvement process • IQ metrics graphical representation to communicate metrics information.