Many researchers and practitioners have recognised that the perception of 'quality' is largely influenced by personal view and application context. Depending on personal goals, interests and background, the interpretation of the quality concept is different per individual. In this paper, an approach is suggested by which the different user perceptions on quality are modelled, and can be addressed. This Multi-party Chain model supports the explanation of the various views on product quality of all users. Discussion among the parties involved is therefore enabled. Based on concensus the appropriate measures can be selected. The model should operationalise the basic relation between process and product, it enables the definition of metrics to evaluate process improvements, and links engineering activities to user requirements. The usefulness of the model is validated in a case-study.
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