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Quality and Information Product Development 
Quality is defined as customer satisfaction, and an information product can be online or paper. With this in mind, basic steps in developing one kind of quality information product – online help – include: determine contents in terms of resources and user needs, develop a style guide, develop a prototype, test and redesign, and be open to change. It is easy to adapt these steps to apply to any information product. Quality is even further assured by placing these steps into a quality improvement process model context that includes identifying outputs, determining customers and customer requirements, converting requirements into processes, measuring outputs, and evaluating results.
Evans, Jeanette P. STC Proceedings (1996). Articles>Information Design>Quality
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Karl Smart highlights several Web sites about quality and quality issues that technical communicators may want to browse.
Smart, Karl L. Intercom (2000). Articles>Information Design>Quality>Assessment
