Total Quality Management. Are information systems managers ready?

✍ Scribed by J.Michael Pearson; Cynthia S. McCahon; Ross T. Hightower

• Publisher: Elsevier Science
• Year: 1995
• Tongue: English
• Weight: 831 KB
• Volume: 29
• Category: Article
• ISSN: 0378-7206
• DOI: 10.1016/0378-7206(95)00028-0

✦ Synopsis

The results of an empirical survey of information systems (IS) managers indicated that 41% understood the basic philosophy of Total Quality Management (TQM) fairly well. Furthermore, the IS managers typically indicated they thought most of the concepts/tools commonly associated with TQM would be useful to both the organization and the IS function. IS managers currently involved in implementing TQM reported their IS function had achieved the following benefits: improved customer satisfaction, enhanced quality of products and services delivered to the customer, and increased flexibility in meeting customer demands. It was also reported, however, that these benefits typically were not achieved until three-to-five years after TQM initiation.