IT use in supporting TQM initiatives: an empirical investigation.

Abstract

To provide insights into current IT and TQM theory and practice on operational and quality performance, in particular the use of IT in supporting TQM policies and practices. Hypotheses derived from the key features of TQM and IT presented by previous authors are tested using Structural Equation Modelling through field research on a sample of 234 manufacturing companies in Spain. The results indicate that the sampled firms make considerable use of IT to support their TQM initiatives and that overall such efforts generate significant positive gains on operational and quality performance, the few exceptions to this are noted and discussed. The limitations of the survey include: single key informant, only cross-sectional and limited performance measures. A longitudinal/cross-cultural study including other performance measures (e.g. percentage defect rates, number of customer claims) would add to further understanding. A survey of IT in support of TQM initiatives on operational and quality performance in manufacturing suggests how firms and other organisations should focus their IT investments to improve performance. Both Information Technology and Total Quality Management have had, and continue to have, a significant impact on most organizations. Although each paradigm has been widely researched there is little empirical research on the relationship between the two and how they both relate to business performance.