Measures to assess the impact of information technology on quality management

Both quality management and the use of information technology have been widely researched over recent years. However, there has been no well‐founded empirical research on the two together – on how IT can support quality management practices. This paper presents a research instrument to be used in such research. In order to measure the extent to which IT supports QM, the construct “quality management, supported by information technology” was operationalised. Data from 110 public organisations that have applied for the Malaysian Prime Minister’s Quality Award (Public Sector) were gathered in a field survey to enable a rigorous examination of the construct operationalised. Analysis of literature suggested eight dimensions of quality management, namely leadership, output quality assurance, strategic planning process, human resource utilisation, important innovations, information and analysis, customer satisfaction, and quality results. The research findings supported this and suggested a ninth dimension, supp...

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