An empirical study of the use of information technology to support total quality management

Abstract

The importance of information technology (IT) in total quality management (TQM) has been described widely in the literature. However, empirical evidence for such a claim is still not well established. This paper has empirically explored the use of IT to support TQM processes in the Malaysian public sector. The findings reveal that the level of IT usage varies among the nine dimensions of TQM. Important innovations and information and analysis exhibit high levels of IT usage whereas quality results and supplier quality assurance are associated with significantly lower level.