Total quality management and information technologies: an exploration of the issues.
Knowledge Area
Organización de EmpresasPublication date
1999Publisher
Emerald Group Publishing LimitedBibliographic Citation
DEWHURST, 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. ISSNKeywords
Tecnología de la informaciónGestión de la calidad total
Dimensiones
Information Technology
Total quality management
Dimensions
Tipos de aplicaciones
Application types
Abstract
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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