The information requirements of total quality management

Abstract

This article is divided into two main sections. In the first section, we argue that total quality management (TQM) implementation necessitates reliance on substantially more information in the design, production and service activities of firms. In the second section, we present a blueprint of TQM information requirements using data flow diagramming and suggest changes that occur in system usage within the three main organizational functions: planning organizational activities, making products and the selling of products. The major contribution of the paper is in presenting evidence, albeit anecdotal, from organizations at the forefront of TQM practice, that TQM is an information-intensive management system, and then developing a model for the information requirements in TQM.