Article,
Information Quality Benchmarks:
Communications of the ACM, (2002)
Abstract
This article presents a methodology and tests its efficacy through a rigorous case study. The players in our study include information producers, who generate and provide information; information custodians, who provide and manage computing resources for storing, maintaining, and securing information; and information consumers, who access and use information 9. We extend previous research on managing information as product to incorporate the service characteristics of information delivery. We draw upon the general quality literature, which discusses quality as conformance to specification and as exceeding consumer expectations. Our key contributions are: . Developing a two-by-two conceptual model for describing IQ. The columns capture quality as conformance to specifications and as exceeding consumer expectations, and the rows capture quality from its product and service aspects. We refer to this model as the product and service performance model for information quality (PSP/IQ)
