An Empirical Assessment of Awareness Levels of IT for TQM in ICT : An Indian Case Study

Quality is the most sought after variable in the business environments and IT for TQM has been reported to improve quality. The continued use of IT increases productivity, improves the quality of services, raises OP (Organization’s Performance) and lowers total costs to company. Companies are making concerted efforts to embed IT for TQM as they also ensure customer satisfaction. In this paper attempt has been made to assess the level of awareness in Indian ICT (Information and Communication Technology) companies regarding IT (Information Technology) for TQM (Total Quality Management). One of this paper’s major objectives is to investigate upon how IT and TQM integrates with the ICT sector. The statistical analyses conducted, post a literature review reveal that when adopted and integrated in the ICT industry, together TQM and IT generate better performance. Another practical implication suggests that ICT personnel possess a high level of awareness for TQM concepts and this way higher quality of products and services can be assured. The study may be found useful by industry practitioners, academics and investigators as they try to understand the dynamics of the subject. However, the contours of the study may be expanded to sectors beyond ICT and in other geographical locations outside India