The role of information technology in quality management implementation and its impact on organizational performance: An analysis of U.S. telecommunications organizations

by Edward, Lucas Josline, Ph.D., CAPELLA UNIVERSITY, 2007, 205 pages; 3244897


This study explores the effects of quality management (QM) and information technology (IT) on organizational performance and the role of IT in QM implementation within U.S. telecommunications organizations. Several steps including a literature review, an initial review survey by QM experts, and development and analysis of pretest and pilot surveys were used to develop the survey instrument. Based on the pretest and pilot survey results, the survey instrument was modified and the research was divided into two phases. In the first phase, a quantitative survey was conducted to explore the effects of QM and IT on organizational performance. In the second phase, a case study approach was used to explore the IT role in QM implementation. The quantitative study results reveal that U.S. telecommunications organizations 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. The case study results reveal that the IT usage varies among the 12 dimensions of QM. 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.

AdvisersRichard Yellen; Thomas C. Richards
Source TypeDissertation
Publication Number3244897

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