Total quality management and information technologies: an exploration of the issues.
MetadataShow full item record
Knowledge AreaOrganización de Empresas
PublisherEmerald Group Publishing Limited
Bibliographic CitationDEWHURST, F.W., MARTÍNEZ LORENTE, A.R., DALE, B.G. Total quality management and information technologies: an exploration of the issues. International Journal of Quality and Reliability Management, vol.16 (4): 392-405, 1999. ISSN
KeywordsTecnología de la información
Gestión de la calidad total
Total quality management
Tipos de aplicaciones
This paper examines the relationship between Information Technologies (IT) and Total Quality Management. The examination is made against a number of dimensions of TQM including customer and supplier relationships, workforce management, process flow management and quality data and reporting. The point is made that the impact of IT on the TQM intervention depends on the type of IT application in terms of its use as an agent to the work process or as an enabling mechanism. The impact of IT on process design and control and what quality professionals need to do to assure quality is also discussed and suggestions made.
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