Facilitating implementation of total quality management through information technology |
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| Affiliation: | 1. Department of Information and Systems Management, The Hong Kong University of Science & Technology, Clear Water Bay, Kowloon, Hong Kong;2. Brunel University, Uxbridge, Sussex, UK;1. Univ. Grenoble Alpes, G2Elab, F-38000 Grenoble, France;2. CNRS, G2Elab, F-38000 Grenoble, France;3. Gaz Electricité de Grenoble, Grenoble, France;4. Electricité Réseau de Distribution France, Paris, France;1. Max Planck Institute for Solar System Research, Justus-von-Liebig-Weg 3, 37077 Göttingen, Germany;2. Clausthal Technical University, Adolph-Roemer-Straße 2a, 38678 Clausthal-Zellerfeld, Germany;3. Hyperspectral Optical Sensing for Extraterrestrial Reconnaissance Laboratory, Dept. Geography, University of Winnipeg, 515 Portage Avenue, Winnipeg, Manitoba R3B 2E9, Canada;4. Department of Natural History, Mineralogy, Royal Ontario Museum, Toronto, Ontario M5S 2C6, Canada;1. Department of Medicine, McGill University, Montreal, QC, Canada;2. School of Physical and Health Education, Nipissing University, North Bay, ON, Canada;3. Occupational Biomechanics Laboratory, Department of Kinesiology, McMaster University, Hamilton, ON, Canada;1. Associate Professor of Hospitality and Service Management, The University of Queensland (Business School), Bldg 39A, St. Lucia, Queensland 4072, Australia;2. Professor of Marketing and Consumer Behavior, Georg-August-University Goettingen, Platz der Goettinger Sieben, 337073 Göttingen, Germany;3. Professor of Tourism, The University of Queensland (Business School), Bldg 39A, St. Lucia, Queensland 4072, Australia |
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| Abstract: | There is growing interest in the service industries in the adoption of quality management programs to improve their operational efficiency and market competitiveness. Deming’s total quality management (TQM) philosophy is one of the well-known ones. The TQM emphasizes continuous improvement through statistical control and the continuous training of people in the principles of quality management. One of the main implementation issues is the large volume of data that must be statistically analysed. Although recent researches have reported on how TQM is applied in various industries, few have discussed the importance of information technology in ensuring a successful TQM program. This paper reports on the application of information technology in the TQM process and how it can support management decisions. A case example is included to support these views. |
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