A DEMATEL Approach for Prioritizing the TQM Enablers and IT Resources in the Indian ICT Industry

The rapid emergence of the ICT (Information Communication and Technology) industry gives the high quality services and products to the customers. Effective execution of TQM (Total Quality Management) and IT (Information Technology) together brings many profits in the Indian ICT industry. However, many industries fail to adopt TQM and IT together. Hence a deeper assessment of TQM enablers and IT resources in the Indian ICT industry is warrented. In this context, DEMATEL (Decision Making Trail and Evaluation Laboratory) method examines the most important TQM enablers and IT resources to enable them to successfully implemented in the Indian ICT industry. The objectives of this study are to identify and analyze TQM enablers and IT resources as well as to evaluate their prominence and relation factors using the DEMATEL methodology. The managerial implication of this study is that managers can get the maximum benefits of available enablers and resources. The limitation, future scope, discussion and conclusion are discussed at the end.

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