Designing the User-Centered Process Model: A Case Study
http://www.stc.org/confproceed/1998/PDFs/00050.PDF

Kabel, Mary Ann
STC Proceedings
1998

Abstract:

The case study involved the redesigning of NCR’s performance improvement model for developing information products, documentation, and training interventions for our customers. This process model, the Quality Information Products Process (QIPP) seeks to move information product developers away from an adversarial, compliance type model towards a quality improvement system that is grounded in the everyday practices of the users. The redesign effort was initiated during a review of the existing process as it related to a new corporate-wide product creation process which was recently implemented.