Quality

One of the most popular books on earth is the " Zen and the Art of Motorcycle maintenance" by Robert M. Pirsig. This very enjoyable book deals with the concept of quality and had a crucial role in the quality movement which started int the seventies. In Pirsig's view quality is not an attribute but an event; quality is the event when the subject realizes its object. This may seem a bit abstract but has very practical consequences: technology (e.g. a software) has good quality if doesn't stand between you and your aim. By using an accounting software the accountant aren't interested in the various features of the application, what he want is to do accounting fast, easily and effective.

How can we reach that? There are criteria for good software quality:

• repeatability

The same operation should deliver the same result for the same function every time. Menus or shortcuts which change over time or are context sensitive are disturbing. The user - instead of concentrating on his work - has to pay attention to the behavior of the software. Standards can help, if the program has similar appearance, menus, shortcuts ... etc like other programs your customer uses regularly she will feel comfortable and be productive.
Errors are also an enemy of repeatability for obvious reasons. There are no software without errors (I'm not absolutely sure of that!) but the number of errors should be kept on an appropriate level. And if an errors happen the harm caused by it should be minimized. Unfortunately this often leads - in may experience - to rigidity and resistance against any change. To avoid this the program's user interface should be continuously developed. Simplicity is the key, and the consequent use of the "Goals, Operators, Methods and Selection rules" (GOMS)  can be used.

• simplicity

The GOMS model leads to simplicity which should be the ultimate aim of software development. To make the task as simple for the use as possible. Now we almost get used to every release of an applications getting more and more complicated. I think that this trend will be broken and new software will get simpler to use while offering more functions.

• experience

Users should enjoy using technology. Design can do a lot for it, but best experience is when one can do his job or anything she is intended to do with technology easily and effectively.

• immediacy

You should get as direct access to important functions as possible and the program should integrate into its environment (e.g. communicate with the most popular Office applications).

• personalization

Personalization is a double edged sword and should be used with care. However if it doesn't collide with the criteria above it can be a very useful tool.

Can quality be measured? There are several quality standards and tools which can capture different aspects of quality e.g. ISO 9000 or Six Sigma.