Abstract
Article history: Received July 28, 2013 Accepted 14 January 2014 Available online April 28 2014 This paper presents an empirical investigation to study the effects of information and communication technology (ICT) on total quality management (TQM). The study is applied for a case study of revenue agency in city of Damghan, Iran. The proposed study consists of 33 questions in five categories including leadership and commitment of top management team, customer satisfaction, empowering employees and their partnership, organizational design perspective and quality of information system. Cronbach alpha has been calculated as 0.95, which validates the overall questionnaire. Using Pearson correlation ratio as well as t-student test, the study has determined that there was a positive and meaningful relationship between ICT and TQM components. © 2014 Growing Science Ltd. All rights reserved.
Highlights
During the past few years, there have been tremendous changes on management systems
This paper presents an empirical investigation to study the effects of information and communication technology (ICT) on total quality management (TQM) on revenue agency in city of Damghan, Iran
The proposed study consists of 33 questions in five categories including leadership and commitment of top management team, customer satisfaction, empowering employees and their partnership, organizational design perspective and quality of information system
Summary
During the past few years, there have been tremendous changes on management systems. most middle and top-level managers try to use total quality management to improve the performance of their organizations (Twaissi, 2008; Twaissi et al, 2008; Bygstad & Lanestedt, 2009). According to Schiefer (1999), the concept of quality management marks a major shift process improvement, and customer links to improve customer defined quality of products and services and of process efficiency In such circumstances, information and technology communication (ICT) contributes on development of management systems. Loukis and Pazalos (2009), for instance, compared the moderating impact of the two basic business process change paradigms including business process reengineering (BPR) and TQM), on the business value generated for organizational by their ICT. They reported that both BPR and TQM had considerable positive moderating impacts of a similar magnitude on the relationship between ICT investment and firm value added. They reported that the adoption of new ICTs could the proposed case study to integrate its functional units located in dozens of places across the world. Falk (2005) reported there was a significantly positive relationship between labor productivity growth and the percentage of enterprises with new or significantly changed organizational structures based on industry data for some European countries when ICT components were applied to European firms. Ahmed and Sharma (2008) discussed different concerns associated with the TQM adaptation in virtual organizations. Iles and Healy (2004) investigated on development, implementation and enforcement of codes of conduct designed to govern employees' implementation of ICT in England
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