In this study organizations are examined using the case study approach to determine the level of intensity of quality management methods employed during the development or implementation stages of information system projects. Quality management methods are techniques used by organizations to improve quality in the development of their products or services; these include: Total Quality Management, Six Sigma and ISO 9000. A quality management intensity metric is determined by interviewing the chief information officer or the director of information technology.

The study also surveys end-users of specific information systems of six organizations to determine their level of satisfaction with the system they use during their normal work day. The research is being performed to determine if a correlation exists between the level of intensity of quality management techniques used during development or implementation of those systems and end-user satisfaction.

The study found that organizations fall into differing positions in terms of quality management intensity. For the purpose of this study, quality management intensity is the recognition, understanding and use of quality management techniques such as Total Quality Management, Six Sigma, ISO 9000, or others by those who are responsible for developing or implementing information systems. The study also found that higher quality management intensity led to higher end-user satisfaction and lower quality management intensity led to lower end-user satisfaction.