The TQM Magazine

Purpose – The purpose of this paper is to describe a study conducted in Indian companies to evaluate the role of total quality management (TQM) of information systems (IS) in pragmatically realizing organizational goals. As the Indian customer becomes more and more brand savvy – largely owing to the globalization and advertising boom, quality consciousness is doomed to increase and if quality issues in the Indian industry are not addressed in time, competition might lead to its elimination.

Design/methodology/approach – This paper explains TQM philosophy on the basis of principles of top management commitment, customer centric advancements of processes, benchmarking for problem solving, relentless improvement and strengthening the employee base. Data were collected through a questionnaire-based survey of managers. Results were interpreted by multivariate analysis of qualitative responses.

Findings – The paper argues that TQM and IS can be quite fruitful in improving the quality of products and services offered to the end customer. Further it quantifies the extent of top management support for TQM in IS, the extent of benefits realized by TQM, relationship between IS-TQM realized benefits and top management support and relationship between the IS-TQM realized benefits and TQM principles implemented.

Research limitations/implications – Data are opinion-based, hence respondents' bias could not be eliminated and difference of opinion within a firm has not been entertained. Research in the area may build upon these findings to further investigate the implementation of TQM principles specific to conditions of IS in Indian firms.

Originality/value – The paper adds to the knowledge on business in India as the nation invites foreign investment. The paper findings may help management of firms in the process of introducing TQM for IS as a measure to enhanced awareness for quality.