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International Journal of Information and Computer Science (IJICS) Volume 3, 2014 doi: 10.14355/ijics.2014.03.009
A Review of TQM and IT Research in the ICT Industry: An Agenda for Future Suby Khanam1, Faisal Talib2, Jamshed Siddiqui1 Department of Computer Science, Aligarh Muslim University, Aligarh, India
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Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, Aligarh Muslim University, Aligarh, India 2
subykhan@ymail.com; 1Jamshed_faiza@rediffmail.com; 2ftalib77@yahoo.co.in
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Abstract Over the past two decades, total quality management (TQM) and information technology (IT) have become the essential components of the information communication and technology (ICT) industry. TQM is an integrated approach that continuously improves the quality of performance while IT act as technical knowledge that supports quality experts and both are frequently used to fulfill customer requirements. There is a lack of sound literature review on TQM and IT together in the ICT industry. A comprehensive study of the published TQM and IT literature is undertaken to fill this gap that will also guide the future researchers in the area. The methodology adopted in this paper is the classification of literature review based on study type, nature of study, type of industry and country where study is conducted. A total of 153 TQM/IT related research papers were identified from different sources and 89 articles were finally filtered out for conducting the present study. The paper reflects the extent of work undertaken in the area as well as tries to restructure and organize the available knowledge on TQM and IT in ICT industry. Major conclusions and suggestions for future research are presented at the end. Keywords Total Quality Management; Information Technology; Information Communication and Technology; Information System; Industry
Introduction Product quality becomes a major issue in the market, i.e. quality is considered to be one of the competitive strategic tools and it is becoming as important as price in the organization. It has become the key slogan as organizations strive for a competitive advantage in markets characterized by liberalization, globalization and knowledgeable customers (Sureshchandar et al., 2001). Total Quality Management (TQM) system is defined for specific tasks and activities within the organization. With the increasing competition of the global market, market looks for a high level of effectiveness across all the functions and process and choose a TQM as a strategy to stay in the business
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organizations (Baidoun, 2003). According to Talib et al. (2010b) TQM is a philosophy that seeks to integrate all organizational functions to focus on meeting and surpassing the customer’s requirements and organizational objectives. TQM is a system that guarantees a stipulated quality, from planning and design through self-inspection, to continual process monitoring for improvement opportunities (Radnor, 2000). Anvari et al., (2011) says that TQM is a corporate culture characterized by increased customer satisfaction through continuous improvement, in which all employees in the organizations participate actively. TQM has been widely considered as the strategic, tactical and operational tool in the quality management research field (Talib et al., 2010 a). Increasing demand of quality organization combined information technology (IT) resources with the TQM. It is anticipated that application of IT in the quality management will improve the operational tasks of quality management and hence increase quality output (Mjema et al., 2005). Application of IT in various areas including quality management is growing and continually expands. In addition, IT has been used to enhance quality management. IT can be defined as computer and telecommunications hardware and software that aid in processing, collection, and transmission of text, voice, and pictorial information. IT can enhance the value of many distinct parts of an industry. Spangler and Gal-Or (2001) commented that application of IT helps the management to off load the routine and time-consuming activities to the information system, which allows the company to begin emphasizing important managerial tasks that had been neglected. TQM as a managerial approach acts as one of the most valuable tool and technique for any organization as it helps in making managerial decisions and supports the operational strategy of the organization. TQM and