Publication: Evaluation of Information Technology Strategy As A Total Quality Implementation and Management Determinant
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2021-02-02
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International Journal of Scientific and Research Publications
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Abstract
The aim of this paper is to posit the conceptual model
which pretends to investigate the relationship between the use
and implementation of Total Quality Management driven
Information Communication Technology strategy in
organizations. Globally, organizations have realized the
important part that controlled quality of goods and services plays
in the organizational growth and therefore every organization is
making a deliberate effort in implementing Total Quality
Management (TQM) irrespective of the business sector. Initially
TQM was more prevalent and associated with the manufacturing
sector, but presently other sectors also have chosen to adopt the
TQM primarily due to its success in manufacturing, (Dias, 1998).
The term “Total” implies that quality is important in every
function of the organization including systems and processes,
services, products, suppliers, customers, internal and external
stakeholders as each and every activity’s outcome has to be
controlled and governed by the predetermined quality. Total
Quality Management (TQM) is an intricate structure. At the same
time it is a perception that is then translated into a process that
will make a difference, process that will add value, system that
will improve efficiency, philosophical approach, business
strategy that will give a competitive advantage, technique, etc.
There has been a pervasive consensus that Total Quality
Management is a way of ensuring that organizations functions at
the optimum capacity in their endeavor to achieve customer
satisfaction. For this reason, TQM has become a “lifestyle” for
all departments in the way they do their various tasks as their
contribution towards Business Excellence (BE).Based on the
literature review carried out, I have identified Information
Technology Strategy as a key factor in driving quality
management principles and practices in organizations’ quality
management. Hence looking at an organization’s ICT as a driver
to reducing uncertainty and variability from the expected quality.
To validate this, I will conduct several semi-structured interviews
with ICT directors or managers and quality managers in different
organizations in Kenya. A questionnaire will be developed, based
on the literature review carried out and on the main contributions
of the semi-structured inter views. This questionnaire will be sent
to all the Kenyan companies both certified according to the ISO
9001 standard and non-certified ones.