Improving Bespoke Software Quality: Strategies for Application and Enterprise Architects

150 Pages·2017·1.22 MB·English

Walden University
ScholarWorks
Walden Dissertations and Doctoral Studies
Walden Dissertations and Doctoral Studies
Collection
2017
Improving Bespoke Software Quality: Strategies for
Application and Enterprise Architects
Daniel Scott Wagner
Walden University
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Walden University

College of Management and Technology

This is to certify that the doctoral study by

Daniel Wagner

has been found to be complete and satisfactory in all respects,
and that any and all revisions required by
the review committee have been made.

Review Committee
Dr. Steven Case, Committee Chairperson, Information Technology Faculty
Dr. Gail Miles, Committee Member, Information Technology Faculty
Dr. Jon McKeeby, University Reviewer, Information Technology Faculty

Chief Academic Officer
Eric Riedel, Ph.D.

Walden University
2017
Abstract
Improving Bespoke Software Quality: Strategies for Application and Enterprise
Architects
by
Dan Wagner

MSIT, Capella University, 2009
BBA, American Intercontinental University, 2006

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Information Technology

Walden University
May 2017
Abstract
Despite over 50 years of software engineering as a formal practice, contemporary
developers of bespoke software follow development practices that result in low-quality
products with high development and maintenance costs. This qualitative case study
sought to identify strategies used by software and enterprise architects for applying
architectural best practices to improve bespoke software quality and lower the total cost
of ownership. The study population was application and enterprise architects associated
with delivering bespoke software for the enterprise architecture team at a large enterprise
in the Nashville, Tennessee metropolitan area. Interview data were collected from 7
enterprise or solution architects; in addition, 47 organizational documents were gathered.
Guided by the principles of total quality management, thematic analysis was used to
identify codes and themes related to management of quality in software solutions.
Prominent themes included focusing on customer satisfaction, collaborating and
communicating with all stakeholders, and defining boundaries and empowering people
within those boundaries. The findings from this research have implications for positive
social change, including improved work-life balance, morale, and productivity of
software and enterprise architects through streamlining development and maintenance
activities.
Improving Bespoke Software Quality: Strategies for Application and Enterprise Architects
by
Dan Wagner

MSIT, Capella University, 2009
BBA, American Intercontinental University, 2006

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctoral of Information Technology

Walden University
May 2017
Dedication
I dedicate this to my two children, Austin and Hayden. Technology is changing our world
at a rapid pace. Remember that technology is supposed to make our lives easier.
Acknowledgements
I acknowledge and thank all of the following people for their involvement in this
research:
Scott and Licette Duarte for getting me into IT to begin with. Without both of you, I
would not be who I am today. Thank you for the introduction to and start in an I.T. capacity all
of those years ago.
My employer and immediate supervisors for affording me time to complete my research.
Not only have you given me time to complete my research and report, you have also provided
me with motivation to complete it. I cannot express how much I appreciate your support.
All of those who participated in this research, for your dedication to my project in the
midst of a high-pressure work environment. Your involvement was truly voluntary and very
much appreciated. I asked for your trust and you gave it to me. I hope I used it well.
My wife and children for putting up with my odd hours, missed family nights, baseball
and soccer practices, and general time together. I love you all. Thank you for your support,
understanding, and motivation.
My committee chair, Dr. Steven Case, and all of my committee members, Dr. Gail Miles,
and Dr. Jon McKeeby. This undertaking has challenged me academically, emotionally, and
physically. Thank you, all, for your support, encouragement, and understanding. In addition,
thank you to Walden’s chief academic officer, Dr. Karlyn Barilovits and all of the other staff
members and classmates at Walden University that I have worked and studied with these past
2.75 years.
Table of Contents
List of Tables .................................................................................................................... vii
List of Figures .................................................................................................................. viii
Section 1: Foundation of the Study ..................................................................................... 1
Background of the Problem ............................................................................................ 1
Problem Statement .......................................................................................................... 2
Purpose Statement ........................................................................................................... 2
Nature of the Study ......................................................................................................... 3
Qualitative Research Question ........................................................................................ 4
Interview Questions ........................................................................................................ 4
Conceptual Framework ................................................................................................... 4
Definition of Terms......................................................................................................... 7
Assumptions, Limitations, and Delimitations ................................................................. 7
Assumptions ................................................................................................................ 8
Limitations .................................................................................................................. 8
Delimitations ............................................................................................................... 8
Significance of the Study ................................................................................................ 9
Contribution to Information Technology Practice ...................................................... 9
Implications for Social Change ................................................................................... 9
A Review of the Professional and Academic Literature ............................................... 10
i
Bespoke Software Development ................................................................................... 13
The Process of Bespoke Software Development ...................................................... 13
Requirements Engineering in the Process of Bespoke Software Development ....... 16
Usability and Bespoke Software Development ........................................................ 18
Bespoke Software Issues........................................................................................... 19
Improving Bespoke Software ................................................................................... 21
Research Design and Bespoke Software Development ............................................ 24
Critical Evaluation of Themes .................................................................................. 25
Total Quality Management ........................................................................................... 27
Evolution of TQM..................................................................................................... 27
Craftsmanship. ...................................................................................................... 28
Scientific management. ......................................................................................... 28
Evolving contemporary perspectives of quality. .................................................. 29
Customer satisfaction. ........................................................................................... 30
Continuous improvement. ..................................................................................... 30
Everyone is involved............................................................................................. 32
Process effect on quality. ...................................................................................... 32
Product design effect on quality. .......................................................................... 33
Contemporary TQM.................................................................................................. 33
Capability maturity model integration. ................................................................. 34
ii
Six sigma. .............................................................................................................. 35
ISO 9000. .............................................................................................................. 35
Supporting Conceptual Models................................................................................. 36
Contrasting Conceptual Models ................................................................................ 38
Critical Evaluation of Themes .................................................................................. 38
TQM and Bespoke Software Development .................................................................. 39
Customer Satisfaction in Bespoke Software Quality ................................................ 40
Psychological impressions and customer satisfaction. ......................................... 41
Fitness for use and customer satisfaction.............................................................. 42
Supportability and customer satisfaction. ............................................................. 42
Meeting specifications and customer satisfaction................................................. 42
Value and customer satisfaction. .......................................................................... 43
Quality is complex. ............................................................................................... 43
Policies of TQM ........................................................................................................ 44
Continuous improvement policy. .......................................................................... 44
Everyone is involved in quality policy. ................................................................ 45
Procedures of TQM................................................................................................... 46
Process design procedure. ..................................................................................... 46
Problem-solving procedures and tools. ................................................................. 47
Product or service design procedure. .................................................................... 47
iii