Modeling the TQM Enablers and IT Resources in the ICT Industry : An ISM-MICMAC Approach

In the competitive market, information communication and technology (ICT) became the fastest growing sector in the world and it faces the quality improvement, problem with their products and services that hinder in achieving the leading position in the global market. The main issue related to the quality is to better understand the relationship between the total quality management (TQM) enablers and information technology (IT) resources which could enhance the performance of the ICT. The purpose of this study is to identify the TQM enablers along with IT resources and establish the contextual relationship among them by using interpretive structural modelling (ISM) and also to find out dependency and driving power of enabler/resource with the help of matrix of cross-impact multiplication applied to classification (MICMAC) analysis. The results of this study will help equip quality experts and managers in TQM and IT implementation in more effective and fruitful ways in ICT industries