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

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

M. A. Bejjar (FSEG Nabeul, Tunisia)
Copyright: © 2015 |Pages: 10
DOI: 10.4018/978-1-4666-5888-2.ch501
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The Total Quality Management

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.

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The Main Principles Of Tqm

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.

Key Terms in this Chapter

ICT: Is a generic term that covers all the technologies that support the exchange of communication, whatsoever the texts ways, images or audio or video or other materials.

Total Quality Management: To bring the concept of total quality management in mind it is necessary to know the meaning of all three words (Management - Quality - Total): (a) Management: management includes four lines that begin with the planning and the organization, then monitoring and finally the application of these concepts to quality programs. (b) Quality: as indicated by the modern concept to meet the demands and needs of a beneficiary. (c) Total: is the fact of reviewing all details of the work, whatever precise it is.

Quality: Quality concerns the client's perspective and expectations. It is therefore possible to call a premium product as a product that meets the expectations and needs of the client. Quality is the concept that meets the needs and expectations of the client.

Quality Management: Quality management is the process that adjusts to define, document, control and improve the operations of the organization to ensure compliance with either different quality standards or with a standard defined by the institution itself. The quality management is seeking to ensure the quality of the product or service, regardless of the elements and operating conditions. The quality management also includes a very important principle which is the continuous improvement, which is the fundamental element to see if the quality management is followed correctly.

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