Assessing the Awareness of Total Quality Management and Information Technology in the Indian Information and Communication Technology Industry

Résumé du livre

Total Quality Management (TQM) is a managerial approach which is highly influenced by the national business system and is widely seen as a “revolution” in any type industry whether manufacturing or service. Quality of products and services is one of the major issues in the Indian information and communication technology (ICT) industry. By introducing information technology (IT) with the TQM helped enhancing quality within the business environment. IT has been used to increase productivity, improve quality services, enhance the organizational performance and reduce cost. Now a day, IT is widely accepted as an essential tool to gain organizational effectiveness and therefore its relationship to the organization's competitiveness has been an area of interest to the researchers. Presently, TQM and IT together fulfill the customer needs and therefore many organizations are trying hard to incorporate them. For this purpose, this research work has been undertaken to investigate the awareness of TQM and IT if integrated together and adopted in Indian ICT industry. The objective of this paper is to understand the integration of TQM and IT in the Indian ICT industry. A literature review and statistical analyses were adopted to accomplish this objective. A total of 90 usable responses was included for final analysis. The study sample consists of ICT industry, which includes software development, business process outsourcing (BPO), telecommunication and information system (IS). The data obtained was analyzed using descriptive statistics and Pearson's Correlation analyses. The results revealed that TQM and IT if integrated and adopted together have a greater significance and impact on the performance Indian ICT industry. Further, the practical implications of this study show higher familiarity with TQM and IT concepts which is a way of getting high quality products and services. The results also depicts that how many Indian ICT industries are well aware of the integrated TQM and IT program and furthermore, these results will be used to complete the researcher's main study issues, which is examining the TQM and IT implementation in the Indian ICT industry. This study is limited only in Indian ICT industry and therefore, it could be extended to different service areas like healthcare, banking, transportation, tourism and many others. Finally, the conclusions of this research could help the researchers, practitioners and academicians in better understanding the integration of TQM and IT which may result in enhanced business performance of the Indian ICT industry.