From Checklists to Culture: Redefining Value through Integrated IT Quality Management

In the high-impact environment of university IT, the term "quality" is often treated as a final hurdle rather than a foundational strategy. Although a dedicated quality office is a powerful catalyst, the true key to institutional reliability lies in a comprehensive ecosystem of standards, processes, and tools. At Auburn University, our Quality Management team’s ongoing journey has been one of significant strides and hard-won lessons; while we have not perfected every corner of the enterprise, our evolution over several years has shifted the needle from just software testing to a proactive culture of excellence. This session bridges the gap between tactical execution and strategic impact by mapping the journey from operational essentials—such as testing and defect management—to the high-stakes integration of technical change and release management. Utilizing experience from multiple implementations, our discussion examines how to balance external SaaS vendor playbooks with internal quality standards to ensure post-go-live stability. Attendees will learn how to secure senior leadership buy-in by translating technical quality into institutional value. We will frame quality not as a technical metric, but as a safeguard against legal exposure, financial risk, and damage to brand reputation. Join us to hear how a maturing team is navigating the path toward a scalable quality roadmap that protects the experiences of students, faculty, staff, and stakeholders.