A Theoretical Model on Total Quality Management Enablers and Information Technology Resources for the Information and Communication Technology Industry

Résumé du livre

Total quality management (TQM) and information technology (IT) are becoming essential features of any industry. TQM is managerial approach that continuously enhances the industry performance, while IT is technical knowledge and both are frequently used by quality management (QM) experts to fulfill their customer requirements. When TQM enablers are combined with IT resources, industries achieve success and improved competitive advantage. The aim of this research is to propose a theoretical model that investigates TQM enablers and IT resources in the Information and communication Technology (ICT) industries.The major finding of this study is how to measure customer satisfaction (CS) Factors by using enablers and resources. TQM enablers and IT resources have a significant effect on the CS. The result of this study will highlight the importance of TQM enablers and IT resources in contributing to CS within the ICT industry. The scope of this study is to estimate the extent of implementation of TQM enablers and IT resources and their relationship with CS across the ICT industry. One of the major managerial implications of this study is how to use TQM enablers and IT resources for improving the economy of ICT industry.