Author(s)

P. Dolle & K. Jackson

Abstract

Experiences of software quality management in software maintenance - a case study P. Dolle", K. Jackson** *Tok Brameur Ltd. Mead House, Heathfield Lane, Chislehurst, Kent, UK This case study shows how GAK in Amsterdam used a Quality Improvement Programme can be used as the driving force for process improvement, customer service enhancement and higher levels of productivity. 1 . Introduction to GAK Dutch Social Security System GAK means the joint Office for Social Security Administration. GAK has it's headquarters in Amsterdam, Holland. GAK is not a government department. It is managed by a superboard comprising: senior representatives from industry sectors including banking, engineering, insurance etc; labour unions; pension fund managers; common medical services. The mission of GAK is to maintain and produce information systems that enable collection of contributions and payment of benefits according to Dutch law. GAK is divided into three main components: Annua

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