Study of TQM Enablers and IT Resources in Indian ICT Organizations

Total quality management (TQM) and information technology (IT) have become essential features of Indian information and communication technology (ICT) organizations and are applied together for improving competitiveness and improved business performance. Hence, there is a need to study which TQM enablers and IT resources are essential to have the desired outcome. The aim of this study is to identify and rank the TQM enablers and IT resources for successful implementation of TQM and IT programs in the Indian ICT organization. This study investigates which TQM enablers and IT resources are more effective for their implementation in the ICT organization. The survey revealed that nine TQM enablers and eight IT resources are critical factors in improving the performance of Indian ICT organization. The major findings of this study show that out of a total of 17 TQM enablers and IT resources four enablers viz top-management commitment and support; customer satisfaction, empowerment; and total employee involvement are most important while for IT program, the four key resources are electronic data interchange; computer aided-design; computer aided-manufacturing; and enterprise resource planning which are most important factors in the Indian ICT industry. The outcome of this study provides practical understanding of nine TQM enabler and eight IT resources to the ICT managers and practitioners as well as their applicability in the Indian ICT industry