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Influence Mechanism of Information Technology on Quality Management and Organizational Performance

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2 Author(s)
Xiaojun Wu ; Sch. of Econ. & Manage., Tongji Univ., Shanghai, China ; Yu Gu

This paper investigated the effects of quality management (QM) and information technology (IT) on organizational performance and the role of IT in QM implementation. The paper explored the effects of QM and IT on organizational performance and the IT role in QM implementation. The quantitative study results reveal that telecommunications organizations in China have implemented QM programs to satisfy customers. In addition to reducing expenses, QM contributes to factors such as conformance to requirements, customer loyalty and retention, and customer satisfaction. Similarly, IT contributes to factors such as overall performance, customer satisfaction, and employee productivity. Factors such as customer management, communication, teamwork, and process improvement measurement exhibit high levels of IT usage. Factors such as operational quality planning and strategic quality management exhibit moderate IT usage. IT plays some role in factors such as supplier management, culture, empowerment, and quality citizenship. Limitations, academic and managerial implications are included as well, and suggestions for further research are also offered.

Published in:

Industrial and Information Systems, 2009. IIS '09. International Conference on

Date of Conference:

24-25 April 2009