The role of information technology in quality management implementation – An empirical study

Quality has always been a significant strategic issue but increased global competition has brought it to the forefront of management philosophy. Quality management principles and techniques are now a well-accepted part of almost every manager's toolkit. Most large firms have adopted total quality management (TQM) in one form or the other, the exact origin of the quality management movement is difficult to trace. Powell (1995) attributes to the Union of Japanese Scientists and Engineers (JUSE) for initiating this movement in 1949. However, Deming (1989) refers to Shewhart's work on statistical process control (SPC) in the 1930s. The Concept of total quality control (TQC) was pioneered by, Feigenbaum, Manager (Manufacturing and quality control) of the General Electric (GE). According to him, TQC is an effective system of integrating the quality development, quality maintenance and quality improvement efforts of the various groups in an organisation so as to enable production and service at the most economical lever which allow for full customer satisfaction ". The essence of any organisation strategy should be the establishment of a TQM culture through the realisation of its three axioms. viz. Commitment, Scientific Knowledge and Involvement.