Author(s)

V. Ambriola & G.A. Cignoni

Abstract

According to the Italian law, monitoring is a kind of quality control that must be performed during the enactment of contracts related to information systems of the Italian Public Admini- stration. In this paper, the authors describe and analyse the aspects of monitoring as a tool to guarantee the quality of software production and, as a consequence, to assure the customer sat- isfaction. The paper presents the administrative context where monitoring is applied, its pur- poses, the application areas, and the relationships with other kinds of quality control. In par- ticular, we emphasise the novelty of monitoring and its characteristic of customer initiative. 1 Introduction Control, as a solution to

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