The Role of Information Systems in Implementing Total Quality Management

Abstract

Problem statement: The aim of this study is to identify the extent to which Information Technology (IT) has been used to support TQM in order to identify the role of IT in implementing Total Quality Management (TQM). The primary emphasis of this study was on how IT provides help and supports in TQM processes rather than on TQM performance. This has many policy implications for different firms that are welling to enhance the role of IT in different aspects of their TQM. Approach: The questionnaire survey was used as the data collection method. Data were analysed using SPSS programme. This study is limited only to the managers of operations departments in different companies at Sohar Industrial Estate in Oman. Results: The results of the research indicate that the usage of IT is not the same among the different TQM dimensions. The highest level of IT support was used in information and analysis, output quality assurance and important innovation. While the lowest level of IT support was used in quality results and supplier quality assurance. Conclusion/Recommendations: As IT role should be enhanced in modifying work processes in order to improve product quality and productivity. Value and international implications: This study is the first to be applied in Gulf area, an area that exhibits arapid groth and presence of international companies.