Identification of Total Quality Management Enablers and Information Technology Resources in the Information and Communication Technology Industry

Total quality management (TQM) is an integrated management approach for improving quality products and services that aims to continuously improve the performance of the organization. Adoption of information technology (IT) resources and TQM enablers in the information and communication technology (ICT) industry provides improved customer’s services and subsequent enhanced business performances. IT resources are fruitful for TQM to fulfill their customer requirements. In light of this, the objectives of the present study are to identify TQM enablers and IT resources and to apply frequency of occurrence methodology for the identification of them which could benefit the researchers and quality experts in the field. Approach used in study was frequency of occurrence of each TQM enablers and IT resources sorting and arranging them according to their use in the ICT industry. Finding of this study shows that there are 9 TQM enablers and 8 IT resources based on frequency of usage in the current literature review and were treated as major factors. The results of this study will help equip quality experts and managers in TQM implementation in more effective and fruitful way in ICT industries