perspective will result in a gap between what the customer expects and what is actually
delivered.
Historically many IT organizations have defined “Quality” as “meeting requirements.” They
then have assumed (often with the consent and encouragement of their business partners) that
they” know what the customer wants.” This is a broken requirements gathering process and
consistently yields low quality products which fail to meet the business partner or the external
customer’s requirements.
Best practice also indicates that any quality assessment is a “point in time” or “dynamic”
rather than static. What is perceived as quality will change over time with additional
information, new choices or more experience.