Information Technologies and Quality Management. Towards a New Idea of Quality?

Torre, Teresina

doi:10.1007/978-3-319-28907-6_12

Cited by 3 publications

(1 citation statement)

References 26 publications

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“…Scholars and practitioners observe that an integrated approach of TQM and IT applications together ensures the quality of products and services in business organizations. Various studies have found that there exists a strong relation between IT and TQM (Alhazmi et al, 2017;Brah and Ying Lim, 2006;Bolatan et al, 2016;Homaid et al, 2015;Lobo et al, 2019;Perez-Arostegui et al, 2015;Seok et al, 2018;Torre, 2016).…”

Section: Introductionmentioning

confidence: 99%

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

Khanam

Talib

Siddiqui

2020

JSIT

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Purpose 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. Design/methodology/approach 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. Findings 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. Practical implications 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). Originality/value 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.