The Basics of Quality
http://www.stc.org/confproceed/1999/PDFs/033.pdf

Rupel, Roberta A., Lori H. Fisher, Donald S. Lenk, Ralph E. Robinson and Richard Colvin
STC Proceedings
1999

Abstract:

With constantly changing deadlines and last minute major revisions, how can technical writers ever hope to create quality documents? Members of the STC Quality Special Interest Group (SIG) will present some basic concepts that will provide insights into ways you can improve the quality of your documentation. They will look at what is meant by 'quality documentation', how documentation quality can be measured, how quality can be implemented in documentation processes, how ISO 9000 requirements can be adapted to help improve the documentation process, and how the relationship between developers and writers can impact documentation quality.