Study of a Customer Satisfaction-Oriented Model for Outsourcing Software Quality Management Using Quality Function Deployment (QFD)

Software outsourcing is becoming a new engine in software industry. Many companies are looking for competitive advantage by outsourcing their supportive information systems. However, venders are facing problems of lacking appropriate ways to ensure outsourcing software quality. In this paper, quality function deployment (QFD) is applied to outsourcing software development on the basis of analyzing the issues of offshore outsourcing software development and the existing methods of software quality assurance (SQA). Furthermore, a customer satisfaction-oriented model for outsourcing software quality management (OSQMM) is proposed in this paper. OSQMM stands out by focusing on analyzing and translating the "voice of customers". The model is proved to be effective through a case study on the development of an accounting information system.