Effect of IT and quality management on performance

Abstract

Purpose The present study aims to draw on operations management and information technology literature to examine the effect of three information technology resources (electronic data interchange (EDI), computer‐aided design and manufacturing (CAD/CAM), and enterprise resource planning (ERP) systems) and three related quality management capabilities (customer and supplier relations, product and process management, and quality data and workforce management) and their effect on a firm's quality performance. Design/methodology/approach Hypotheses derived from the key features of quality management and information technology presented by previous authors are tested using structural equation modeling through field research on a sample of 229 manufacturing companies in Spain. Findings Findings from this study indicate that there is significant evidence to support the hypothesized model in which information technology resources (EDI, ERP systems, and CAD/CAM systems) have a direct impact on related quality management capabilities (customer and supplier relations, product and process management, and quality data and workforce management) as well as an indirect impact on quality performance mediated through quality management capabilities. Originality/value The discrepant findings in the literature suggest the need to identify contingencies that may govern the IT‐performance relationship. This study focuses on the interplay between information technology, quality management, and quality performance.

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