Information and Communication Technology a Catalyst to Total Quality Management (TQM)

Definition of TQM

TQM involves the application of the principles of quality management in all aspects of the organization, including customers and suppliers, and their integration with key organizational processes. This is an approach that involves continuous improvement by all staff of the organization.

According to Hellsten and Klefsjö (2000), TQM can be defined as a management system that consists of interrelated values, process management, planning and customer focused benchmarking improvement teams and tools such the control charts.

TQM is an effective system for integrating quality development, maintaining the quality and efforts to improve the quality of various aspects of a system to more profitable services and to draw the full satisfaction. TQM aims at meeting the needs of customers in an efficient, reliable and cost effective. Vorley and Tickle (2001), defines TQM as the synthesis of the organizational, technical and cultural society. They felt that TQM is the heart and spirit of the organizational philosophy, which in turn affects the quality.

The Commitment of Management and Leadership

The management commitment is key to the success of TQM (Martinez-Lorente et al., 1999; Dewhurst et al., 2003). TQM requires a change in effective organizational culture and that can only be made possible thanks to the deep involvement and commitment of management, continuous improvement and open communication.

Senior management must be involved in the application and must stimulate the process of TQM. Management must provide the necessary leadership to motivate all employees. These views are further emphasized by Tan (1997) which states that management must strengthen commitment through real ownership and shared success. Cooper and Ellram (1993), have identified leadership as critical to the implementation of organizational changes.

The Quality Culture

According to Oakland (1995), “TQM is a way to manage organizational processes to ensure total customer satisfaction at every stage, both internally and externally.” According to Dale et al (1994), the cultural change an approach an approach to modify within organizations the culture of cooperation which must be centered on the customer. The need for cultural change is underscored by the role it plays in the life of an organization.

The relationship that existed between TQM and organizational culture was examined by Dellana and Hauser (1999). They set out four principles are: customer focus, continuous improvement, employee involvement and leadership as the basis of a typical framework of TQM.

According to Dale et al (1994), culture influences the business area of ​​executive groups, how they interpret the information and the responses given to changing external environments.