1. 1 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
DESIGNING A SITE
AS A MANAGEMENT TOOL
M.Franch*, G.Cilione*, L.Mich°
*Department of Computer and Management Sciences
°Department of Information and Communication Technologies
University of Trento

2. 2 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
1) The problem: the “quality” of a Web
site
2) An overview of our approach
3) A tool for the quality management of a
Web site: the 2QCV3Q model
4) An application: No Pain for Children
Association
Structure of the presentation

3. 3 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
1) Quality
Quality is “the totality of
characteristics of an entity that
bear on its ability to satisfy
stated and implied needs”
(ISO 8402)
Web Site
To evaluate Requirements

4. 4 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Entity
Web Site
• DB, SW, HW,
• interfaces,
• networks,
• graphic design, ...
different
components
• graphic designers,
• web marketing experts,
• computer scientists, ...
different
skills

5. 5 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Needs
Requirements
variety of
factors
• domain,
• evolution of technology,
• evolution of the sector...
different
expectations
different
goals
many
actors
personal
preferences

6. 6 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
To satisfy
to evaluate ≠ to measure
qualitative quantitative
subjective objective
interpretation reproduceable

7. 7 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Example
“judged” sports vs. “measured” sports
diving, football,
figure skating, cycling,
gymnastics,… tennis,…
judges, scores,
parameters

8. 8 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
The Problem
many
actors,
factors
COMPLEXITY
Several models
different
skills,
components
cognitive
filter

9. 9 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
2) Our approach
Organization
User Developer
WEB
SITEneeds/
expectation
objective
/
purpose
technological
and financial
needs

10. 10 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
3) The 2QCV3Q model
I) QUIS? (Who) Identity
II) QUID? (What) Content
III) CUR? (Why) Services
IV) UBI? (Where) Location
V) QUANDO? (When) Maintenance
VI) QUOMODO? (How) Usability
VII) QUIBUS AUXILIIS? Feasibility
(With what means and devices)

11. 11 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Applications
! Dolomiti Superski (1999)
Ski consortium – 12 ski resorts with 164 companies
! Economics Faculty - University of Trento (2000)
Medium-sized university – approx. 13,000 students
! Plose Systems Service (2001)
European company with services for trucking industry
! Born to walk Award (2001)
Mountain Film Festival, TN – Competition
! No pain for children (2001)
Non-profit association for promotion of antalgic treatments
! E-tourism (2001)
Research group on application of ICT in tourism in the Alps
! Public Tourist Boards (PTB) in the Alps (on-going)
Public companies for the promotion of tourism in the Alps

12. 12 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
4) No Pain for Children
Drastic reduction of pain among ill
children by means of diffusion and
adoption of therapies for pain
relief and of palliative treatments
MISSION

13. 13 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
The analgesic therapy
for children
• not widely spread
• almost unknown
• partial adoption
• no guidelines
Logistics
problems
High
costs
Lack of
information
Old
stereotypes

14. 14 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Target and goals of the Web site
TARGET
• public opinion
• parents
• paramedical and
medical professionals
GOALS
• to “sensitize”
• to inform
• fund-raising
• promotion of the
association

15. 15 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Requirements of the Web Site
Interviews
to users
Meetings
with
the owner
Analysis of
“competing”
Web Sites
2QCV3Q MODEL
Requirements of the Web site

16. 16 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Home page of the 1st prototype

17. 17 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
Home page of the 2nd prototype

18. 18 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
www.nopainforchildren.org

19. 19 -Total Quality Management– Verona, June 2002 – Gabriella Cilione
ADVANTAGE of the MODEL
• it facilitates the communication with
the actors
• it helps to identify potential areas of
conflicts
• it makes possible to synthesize all the
information gathered within the seven
dimensions of the model
Conclusions
NATURE of QUALITY
• dynamic
• incremental and iterative
process (e.g. very frequent
testing, maintenance ...)