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The current software crisis has created a situation where organizations are faced with identified as well as hidden information systems (IS) development backlogs. IS projects are generally behind schedule and/or over budget. Even after implementation, the IS does not necessarily solve all the original problems and is very difficult and costly to use and maintain. Software development and maintenance costs represent the major component of total information technology (IT) budget. Reports on research conducted in Singapore which addresses the question concerning the identification of the skills of systems analysts. Analyses this question from three different viewpoints (interviews about “excellent” systems analyst, newspaper advertisements for systems analyst positions, and a questionnaire regarding hiring, promotion, evaluation and training criteria for systems analysts). The research suggests that there is a discrepancy between the criteria established for the initial screening of candidates and the actual process followed for selection, evaluation, training and promotion of systems analysts. This discrepancy will result in the less than optimal use of systems analyst personnel and may be a contributing factor to the current IS software crisis. While the research was conducted solely in Singapore, it is contended that the results are generally applicable because of the emergence of what is referred to as an “occupational community” of systems analysts.

The emergence of total quality management and the ISO 9000 suite of standards has allowed a re‐think of how (and why) the post‐implementation evaluation of computer systems is to be carried out. Traditional performance measurement, modeling and analysis techniques – while not discredited – have been tempered with a more holistic ideology. This article recommends a socio‐technical approach to determining the quality of a computer information system. In this context, two postulates have been proposed and tested by field survey of expert systems in the insurance industry in North America. Postulate one focuses on a multidimensional concept of IS quality comprising the characteristics of task, technology, people and organization. Postulate two deals with differences in assessments of these characteristics according to stakeholder groups: managers, developers, and users. Summarizes the key findings of these postulates in the context of the TQM and ISO 9000 philosophies.