An empirical study of the use of information technology to support total quality management

Chooi‐Leng Ang · Mark A. P. Davies · Paul N. Finlay

31 citations0/0 files storedTotal Quality Management

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

The importance of information technology (IT) in total quality management (TQM) has been described widely in the literature. However, empirical evidence for such a claim is still not well established. This paper has empirically explored the use of IT to support TQM processes in the Malaysian public sector. The findings reveal that the level of IT usage varies among the nine dimensions of TQM. Important innovations and information and analysis exhibit high levels of IT usage whereas quality results and supplier quality assurance are associated with significantly lower level.

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References

1979A Paradigm for Developing Better Measures of Marketing Constructs 1994A framework for quality management research and an associated measurement instrument 1992How the Baldrige Award really works.1997An international study of quality improvement approach and firm performance 1997Sustaining total quality management: what are the key issues?1994Facilitators and inhibitors for the strategic use of information technology 1995The impact of information systems on quality performance 1998Buyer–supplier relationships in firms adopting advanced manufacturing technology: an empirical analysis of the implementation of hard and soft technologies

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2013Integration of EFQM framework and quality information systems 2015Synergies between quality management and information systems: a literature review and map for further research 2017Proposing a new modus operandi for sustainable business excellence: the case of Greek hospitality industry 2010Assessing the impact of information technology on firm performance using canonical correlation analysis 2012

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