SYSTEM QUALITY MANAGEMENT USINGBALANCED SCORECARD

摘要

The role of IT departments in organizations has changed considerably in recent years. This is mainly due tornthe need to develop competitive advantages to a business to remain a market leadership. Systems, being partrnof this technology, have become the core of many critical business processes, and this in turn has fostered therngrowth of systems development companies. However, in order for client organizations and developers alikernto compete effectively in a global market, they need to apply a quality approach to these products.rnThe purpose of this article is to describe the experience gained from using the Balanced Scorecard tornimplement a quality strategy in systems development organizations in Venezuela. The research modelrnutilized was Action-Research and the evaluation method was iaQuantitative Case Studies,la obtained byrnapplying the DESMET method. As a result of this experience, a process was implemented to create a BalancedrnScorecard geared to the integration of Systemic Quality, as well as a Strategic Map for implementation inrnsystems development organizationsrnThe processes followed to create the Balanced Scorecard and Strategic Map proposed were evaluated withinrna Venezuelan organization using systems dynamics. This reduced the space-time variables necessary in a realrnevaluation and provided us with sufficient knowledge to refine the process.