Do the Right Project!
http://www.stc.org/ConfProceed/1993/PDFs/Pg144146.pdf

Zwaska, Bob
STC Proceedings
1993

Abstract:

Offers an approach to achieving 'Quality of Service' that emphasizes the importance of understanding your customer's business problems, soliciting active customer involvement, and employing prototyping techniques to create cost-effective solutions. A new definition of quality has also emerged.