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|Title: ||The use of IT to support TQM in the Malaysian public sector|
|Authors: ||Ang, Chooi-Leng|
|Keywords: ||Total Quality Management|
|Issue Date: ||2000|
|Publisher: ||© Chooi-Leng Ang|
|Abstract: ||Both total quality management (TQM) and the use of information technology
(IT) have been widely researched over recent years. However, there has been no
well-founded empirical research on the two together - on how IT can support TQM
practices. A scarcity of empirical studies on the role of IT in TQM, especially in the
non-manufacturing sector, which can illustrate the importance or otherwise of IT for
TQM, has prompted this study. Thus the study sought to provide such an empirical
This study investigated the extent to which IT has been used to support TQM
among selected Malaysian public agencies. It also identified the external,
organisational and technological factors that may influence the use of IT in TQM.
A framework based on the literature of TQM has been derived and used as the
conceptual base for the creation of a questionnaire to determine the use of IT in TQM.
The questionnaire was sent to 110 Malaysian public agencies that have implemented
TQM. The results presented were based on the responses from 47 agencies.
The study reveals that IT is helpful for implementing TQM but its usage varies
across the nine aspects of TQM processes. 'Important Innovations' exhibits the
highest level of IT usage followed closely by 'Information and Analysis'. 'Supplier
Quality Assurance', on the other hand, shows the lowest level of IT usage.
Regression analysis showed that four independent variables have a significant
effect on the use of IT. They are IT experience, top management support, public
accountability and IT structure (in order of importance).
The responding agencies were then classified into three distinctive IT-usage
groups (i. e. low, moderate, and high) according to their IT-usage level. Contextual
influences (external, organisational and technological) were then explored using
regression analysis. The results revealed that when the IT-usage level is high,
technological factors play an important role. However, when the usage level is low,
organisational factors become more influential. For the moderate group, both
technological and organisational factors affect the usage level.|
|Description: ||A Doctoral Thesis. Submitted in partial fulfillment of the requirements for the award of Doctor of Philosophy of Loughborough University.|
|Appears in Collections:||PhD Theses (Business School)|
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