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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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21.1. Understanding System Quality

First, we must understand what system quality is, and how we get it and keep it! The ISWORLDNET web site defines system quality as measuring the information processing system itself:

Measures of System Quality typically focus on performance characteristics of the system under study. Some research has looked at resource utilization and investment utilization, hardware utilization efficiency, reliability, response time, ease of terminal use, content of the database, aggregation of details, human factors, and system accuracy.

Hmmmm, I don't know about you, but to me that's about as clear as mud. One thing's for sure, there is a difference between the way we determine information quality and what we measure to ...

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