Towards Understanding Quality-Related Characteristics in Knowledge-Intensive Processes - A Systematic Literature Review

Simoes, Rachel Vital; Melo, Glaucia; Abreu, Fernando Brito e; Oliveira, Toacy C.

doi:10.1007/978-3-030-85347-1_15

Cited by 2 publications

(1 citation statement)

References 35 publications

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“…The literature provides standards for evaluating software quality, which are horizontal, meaning they don't consider the type of services the software provides [3]. This is useful in terms of the practicality of the initial implementation of the standard, but it has the drawback of being too general.…”

Section: Introductionmentioning

confidence: 99%

ISO25000-Related Metrics for Evaluating the Quality of Complex Information Systems

Stefani,

Vassiliadis

2023

JCC

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Evaluating complex information systems necessitates deep contextual knowledge of technology, user needs, and quality. The quality evaluation challenges increase with the system's complexity, especially when multiple services supported by varied technological modules, are offered. Existing standards for software quality, such as the ISO25000 series, provide a broad framework for evaluation. Broadness offers initial implementation ease albeit, it often lacks specificity to cater to individual system modules. This paper maps 48 data metrics and 175 software metrics on specific system modules while aligning them with ISO standard quality traits. Using the ISO25000 series as a foundation, especially ISO25010 and 25012, this research seeks to augment the applicability of these standards to multi-faceted systems, exemplified by five distinct software modules prevalent in modern information ecosystems.

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Section: Introductionmentioning

confidence: 99%

ISO25000-Related Metrics for Evaluating the Quality of Complex Information Systems

Stefani,

Vassiliadis

2023

JCC

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Sustainable Team Design: A Challenge to Traditional Beliefs in Information-Intensive Service Industries

Geoghegan

Cormican

2021

Sustainability

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Sustainable management activities focus on creating value for organizations. This is particularly relevant in service organizations as they are under increasing pressure to capture and process information efficiently. We advocate that the amount of information and the way teams process this information have a substantial impact on an organization’s ability to sustain a competitive advantage. This study addresses a gap in the literature by examining the impact of the level of information intensity on performance in the service industry. It also contributes to the debate about whether team structure facilitates performance in a service-based organization. A longitudinal design was employed to determine whether information-intensive processes influence performance, and if so, whether the impact differs between team designs. To do this, data were collected from 24,925 motor insurance claims over two distinct time periods. While our findings confirm that information intensity has a direct impact on the performance of claims processing, they also challenge traditional beliefs about self-managed work teams’ dominance. By adopting a more nuanced and context-specific perspective, we discovered that in certain situations the production line approach to team design was more productive than self-directed work teams in respect to critical operational tasks. This research sheds light on a relatively unexplored aspect of the service industry, has implications for sustainable management practices relating to team design, and provides a rich vein for future research studies.

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Towards Understanding Quality-Related Characteristics in Knowledge-Intensive Processes - A Systematic Literature Review

Cited by 2 publications

References 35 publications

ISO25000-Related Metrics for Evaluating the Quality of Complex Information Systems

ISO25000-Related Metrics for Evaluating the Quality of Complex Information Systems

Sustainable Team Design: A Challenge to Traditional Beliefs in Information-Intensive Service Industries

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