An Integrated Approach to Managing Software Quality in Complex Systems

This paper addresses the persistent challenge of implementing software quality models in complex organizational environments such as a large insurance company undergoing agile transformation. The paper posits that a universally accepted definition of software quality is inadequate and must be operationalized using a quality model that refines the characteristics in accordance with dynamic stakeholder expectations for the software product within their individual context. To ascertain the quality of software products, it is not sufficient to determine the quality of individual characteristics; rather, they must be combined in a system and classified. Quality models guarantee that all quality characteristics are considered and provide a set of quality characteristics that are of interest to different stakeholders. When introducing a suitable quality model in a company, it is essential to consider the possibility of measurement, as only using metrics and defined quality indicators is an objective evaluation possible. This gap can be closed using the pragmatic and value chain-oriented Quality Gate Framework developed as part of this study. It ensures both product quality and process quality across all phases of software development. The framework is empirically grounded through 58 expert interviews conducted using the Grounded Theory method. This approach enabled the extraction of context-specific themes on the one hand, and the validation of the model’s relevance on the other. This document highlights the effectiveness of the model in improving transparency, stakeholder alignment, and quality assurance without compromising agility. It also provides a transferable and easily adaptable framework that integrates quality assurance mechanisms with agile practices, offering practical guidance to organizations undergoing similar transformations. Furthermore, the model’s compatibility with DevOps approaches, CI/CD, and automated testing environments is discussed, as well as its cultural and managerial implications. This document contributes to the discourse on software quality by demonstrating how systemic integration along the value chain can lead to sustainable improvements in software development outcomes.