An instrument validation of TQM enablers and IT resources in Indian ICT organizations

Abstract

<jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>The purpose of this study is to identify and rank total quality management (TQM) enablers and information technology (IT) resources to provide a reliable and valid measurement instrument for evaluation in Indian information and communications technology (ICT) organizations.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>Based on a literature review of TQM enablers and IT resources, 17 factors are identified, of which, 9 are TQM enablers and 8 are IT resources. The empirical data, retrieved from 801 ICT organizations, is tested by descriptive analysis and factor analysis (FA). FA is used to ensure that items in each scale sufficiently reflect the scope of each factor.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>This paper has developed an instrument that can be used to evaluate items to implement TQM enablers and IT resources. The instrument identifies 17 reliable and valid factors, out of which 16 are input factors, while 1 is an outcome factor.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Practical implications</jats:title> <jats:p>This instrument will provide a practical understanding to enable the monitoring of TQM enabler and IT resource activities in ICT organizations. Along with this, these instruments will help to build models related to constructs that will further achievement of customer satisfaction (CS).</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>This paper presents an instrument which validates the different items of TQM enablers and IT resources. It also shows the relationship between the two in terms of CS.</jats:p> </jats:sec>

Relationship Between Information Communication Technologies and Total Quality Management and Quality Performance Perception

“…(2006) İspanya'da TKY girişimlerini destekleme konusunda BİT kullanımı üzerine yaptıkları çalışmada örnekte yer alan işletmelerin TKY girişimlerini desteklemek için BİT'ni önemli ölçüde kullandıklarını ve bu tür çabaların genel olarak operasyonel ve kalite performansında önemli olumlu kazanımlar sağladığını ortaya koymuştur. Khanam (2016) ise çalışmasının sonucunda TKY ve BİT'ni entegre ederek kurumsal performansı arttırmada yöneticilerin bu uygulamaları kendi organizasyonlarına getirmesinin hayati öneme sahip olduğunu ifade etmektedir. Bu da TKY ve BİT farkındalığının önemi ve kalite yönetiminde uygulanmasının kalite performansını olumlu yönde etkileyeceği bulgusunun Rogerrs vd.…”

“…Andrew F. Hayes (2012) and which covers different statistical analyses where the moderator and mediator effect can be investigated. For the TQM and ICT awareness variable being the subject of the research, the "TQM & BIT Awareness" scale included in Khanam's (2016) doctoral dissertation was used. The use of TQM and the quality performance variables in the research were measured by using the TQM practices scale and the quality performance scale in Martinez-Lorente et al's (2004) article.…”

Proposing total quality management as a buffer between global software development challenges and project success

“…Alhazmi et al , 2017). For instance, Khanam et al (2020) noted that amalgamation of IT and TQM can help in enhancing the output quality of software products. Likewise, researchers have also noted that with an emphasis on socio-behavioural aspects, TQM can be helpful in success of software/IS development (Ravichandran and Rai, 2000).…”