Quality Gaps from the view point of Customer and Producer

Let us firstly define Quality:

Quality is frequently defined as meeting the customer's requirements the first time and every time. Quality is also defined as conformance to a set of customer requirements that, if met, result in a product that is fit for its intended use.

Quality is much more than the absence of defects, which allows us to meet customer expectations. Quality requires controlled process improvement, allowing loyalty in organizations. Quality can only be achieved by the continuous improvement of all systems and processes in the organization, not only the production of products and services but also the design, development, service, purchasing, administration, and, indeed, all aspects of the transaction with the customer. All must work together toward the same end.

Quality can only be seen through the eyes of the customers. An understanding of the customer's expectations (effectiveness) is the first step; then exceeding those expectations (efficiency) is required. Communications will be the key. Exceeding customer expectations assures meeting all the definitions of quality.

Now let us see what is Quality Software?

There are two important definitions of quality software:

1) The producer’s view of quality software means meeting requirements.

2) Customer’s/User’s of software view of quality software means fit for use.

These two definitions are not inconsistent. Meeting requirements is the producer’s definition of quality; it means that the person building the software builds it in accordance with requirements. The fit for use definition is a user’s definition of software quality; it means that the software developed by the producer meets the user’s need regardless of the software requirements.

The Two Software Quality Gaps:

In most IT groups, there are two gaps as illustrated in Figure 1-6, the different views of software quality between the customer and the producer.

The first gap is the producer gap. It is the gap between what is specified to be delivered, meaning the documented requirements and internal IT standards, and what is actually delivered. The second gap is between what the producer actually delivers compared to what the customer expects.


To close the customer’s gap, the IT quality function must understand the true needs of the user. This can be done by the following actions:

1) Customer surveys

2) JAD (joint application development) sessions – the producer and user come together and negotiate and agree upon requirements

3) More user involvement while building information products

It is accomplished through changing the processes to close the user gap so that there is consistency and producing software and services that the user needs. Software testing professionals can participate in closing these “quality” gaps.

Tags: Quality Control, Quality Assurance, Software Testing, Software Quality Gaps