A Review of TQM and IT Research in The ICT Industry: An Agenda For Future

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org
International Journal of Information and Computer Science (IJICS) Volume 3, 2014

doi: 10.14355/ijics.2014.03.009
A Review of TQM and IT Research in the ICT

Industry: An Agenda for Future
Suby Khanam1, Faisal Talib2, Jamshed Siddiqui1
Department of Computer Science, Aligarh Muslim University, Aligarh, India
Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, Aligarh Muslim
University, Aligarh, India
2
subykhan@ymail.com; 1Jamshed_faiza@rediffmail.com; 2ftalib77@yahoo.co.in
Abstract
Over the past two decades, total quality management (TQM)
and information technology (IT) have become the essential
components of the information communication and
technology (ICT) industry. TQM is an integrated approach
that continuously improves the quality of performance while
IT act as technical knowledge that supports quality experts
and both are frequently used to fulfill customer requirements.
There is a lack of sound literature review on TQM and IT
together in the ICT industry. A comprehensive study of the
published TQM and IT literature is undertaken to fill this
gap that will also guide the future researchers in the area.
The methodology adopted in this paper is the classification
of literature review based on study type, nature of study,
type of industry and country where study is conducted. A
total of 153 TQM/IT related research papers were identified
from different sources and 89 articles were finally filtered out
for conducting the present study. The paper reflects the
extent of work undertaken in the area as well as tries to restructure and organize the available knowledge on TQM and
IT in ICT industry. Major conclusions and suggestions for
future research are presented at the end.
Keywords
Total Quality Management; Information Technology; Information
Communication and Technology; Information System; Industry
Introduction
Product quality becomes a major issue in the market,
i.e. quality is considered to be one of the competitive
strategic tools and it is becoming as important as price
in the organization. It has become the key slogan as
organizations strive for a competitive advantage in
markets characterized by liberalization, globalization
and knowledgeable customers (Sureshchandar et al.,
2001). Total Quality Management (TQM) system is
defined for specific tasks and activities within the
organization. With the increasing competition of the
global market, market looks for a high level of
effectiveness across all the functions and process and
choose a TQM as a strategy to stay in the business
64
organizations (Baidoun, 2003). According to Talib et al.

(2010b) TQM is a philosophy that seeks to integrate all
organizational functions to focus on meeting and
surpassing the customers requirements and
organizational objectives. TQM is a system that
guarantees a stipulated quality, from planning and
design through self-inspection, to continual process
monitoring for improvement opportunities (Radnor,
2000). Anvari et al., (2011) says that TQM is a corporate
culture characterized by increased customer
satisfaction through continuous improvement, in
which all employees in the organizations participate
actively. TQM has been widely considered as the
strategic, tactical and operational tool in the quality
management research field (Talib et al., 2010 a).
Increasing demand of quality organization combined
information technology (IT) resources with the TQM.
It is anticipated that application of IT in the quality
management will improve the operational tasks of
quality management and hence increase quality output
(Mjema et al., 2005). Application of IT in various areas
including quality management is growing and
continually expands. In addition, IT has been used to
enhance quality management. IT can be defined as
computer and telecommunications hardware and
software that aid in processing, collection, and
transmission of text, voice, and pictorial information.
IT can enhance the value of many distinct parts of an
industry. Spangler and Gal-Or (2001) commented that
application of IT helps the management to off load the
routine and time-consuming activities to the
information system, which allows the company to
begin emphasizing important managerial tasks that
had been neglected.
TQM as a managerial approach acts as one of the most
valuable tool and technique for any organization as it
helps in making managerial decisions and supports
the operational strategy of the organization. TQM and
IT together ensure the quality of product and services

in terms of software and hardware which are mainly
computer based information system. TQM is crucial
for IT system as information is the most valuable assets
of any organization and almost every sphere of our
lives is being touched upon in information technology.
Since the advent of computers, a lot of progress has
been made by information technology sector. Many of
the industries have the necessary capabilities to
successfully manage quality and also necessary
information technology resources which has given
birth to new requirements, which is successfully
continuing TQM and IT. The fundamental of IT is to
explore many ways of providing accurate and
accessible information to enhance quality awareness
within an organization.
The paper is structured as follows. In the next section,
paper presents the research objective and methodology
followed by in-depth literature review of TQM and IT
according to the classification categories. Following
this, the paper reports some major conclusions and
hightlights implications to managers of ICT industry.
Finally, the detailed agenda for future research is
presented at the end.
Research Objective and Methodology
This research paper has the main objective to explore
the TQM and IT with the different aspects (types of
study, area and country) and also discusses the agenda
for future research for TQM-IT. A literature review
methodological approach was adopted that focused on
TQM-IT studies. There were lots of paper published on
TQM-IT, but this study considered only paper which is
published between 2000-2014. The online databases
were searched extensively to identify research paper in
the refereed journals. This literature survey has been
conducted to identify articles published in peer
refereed journals and online database directory was
used such as Proquest, Inflibnet, Echobest, Elsevier
science, Emerald, Google scholar, Science Direct,
Springer Link etc.
In addition, journal such as Total Quality Management,
The TQM Magazine, Decision Sciences, Business Process
Management Journal, TQM Journal, Journal of Quality
Management,
Services
Business,
Total
Quality
Management & Business Excellence, etc. were also
browsed. Further, keywords to search the literature
includes Quantitative study of TQM, Qualitative study
of TQM, Qualitative and Quantitative study of TQM,
and Comparative study of TQM, Empirical study of
www.iji-cs.org
TQM, Case study of TQM, Research study of TQM,

and Role of IT in TQM. Primarily, literature review
identified over 153 papers that discussed the study of
TQM and also IT but here only literature containing
TQM and IT together in different areas were included.
Finally, a total of 89 studies were considered for this
research.
Literature Review
Over the last two decades, several studies have been
taken on TQM and IT. Many researchers have
demonstrated the positive impact of both TQM and IT
in industry performance. IT is used to measure,
understand and improve the organizations level of
sustainable quality. When TQM and IT introduced in
combined embrace, both social and technical
dimensions aim to achieve excellent results. Industries
are maximizing the use of technology to increase the
quality performance. Technology is one external factor
which is influential for the development of TQM in an
organization (McAdam and Henderson, 2004). IT is
used to increase productivity, improve quality, reduce
cost and enhance competition of industries (Talib et al.
2013 a).
IT uses the functions and the development of the real
time collection of data in terms of customer satisfaction,
business system and many more to support TQM. IT
help quality management practices that could enhance
organizational and socio-behavioral aspects of quality
management improvement (Gorla & Lin, 2010).
According to Wai et al., (2011) IT facilitates TQM and
initiatives is definitely growing and is being an
essential ingredient to quality success. Mjema et al.,
(2005) aiming to analyze the roles of IT on QM
revealed that the introduction of IT in QM has
contributed greatly to the enhancement of the
dimensions of quality awareness as well as
improvement of product quality and in reducing
quality-related costs. McAdam and Henderson (2004)
argue for technology as one of the external factors
influential for the development of TQM in an
organization. Also it is frequently argued that IT
investments are a very important factor in increasing
productivity and reducing costs (Bessen, 2002; Kotha
and Swamidass, 2000). TQM is positively related to the
industry performance and positive impact of IT on
TQM dimensions should then result in a positive
impact on the industry. According to Westen (1994)
TQM rely heavily on IT, which is acting as a feedback
mechanism and facilitates communication and the
65
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implementation of advanced tools, systems and

modelling techniques.
More recently Dewhurst et al., (2003) have proposed
that IT supports TQM by improving customer and
supplier relationship, increasing process control,
facilitating
teamwork
and
interdepartmental
information flow, improving design process and skills
and applying preventive maintenance. Moreover,
Reed et al., (2000) has shown in their research that
quality management plays an important role in
improving the firms competitive position and that the
proper application of IT can influence the relationship
(Willcock et al., 2007). It is also necessary to understand
the TQM-IT together in the different fields. There is a
significant number of studies using TQM-IT together
in the industry, which increases the efficiency and
effectiveness of the organization. Hsu and Su (2002)
studied on TQM and IT which is focused on Taiwans
telecommunication production.
Siddiqui and Rahman (2006) describe a study
conducted in Indian companies to evaluate the role of
TQM of IS (information systems) in pragmatically
realizing organizational goals. Sanchez-Rodriguez et al.,
(2006) investigate that IT support TQM initiatives and
that overall such efforts generate significant positive

gains on operational and quality performance in the
Spains manufacturing companies. Brah and Lim (2006)
examine the relationships between TQM, technology
and performances of the logistic companies and
explore that TQM and technology play important and
complementing roles in improving the performance.
Perez-Arostgui (2012) proposed a model that analyzes
the impact of different aspects of IT with firm strategy
on quality performance. Fok et al., (2001) examine a
series of relationship between TQM and IS for dealing
with the need to gain competitive advantage
throughout the US.
Valmohmmadi (2011) also developed a framework to
be used on how IT supports TQM from the Iranian
manufacturing companies. Cheon and Stylianou (2001)
investigates that information system is most valuable
assets for quality management. Siam et al., (2001)
identifies to extent the role of IT to implement TQM in
Sohar industrial estate in Oman. Li et al., (2000)
discuss how to instill the TQM method in the software
development process and provide recommendations
to TQM prospects or participants for avoiding pitfalls
and ensuring success during TQM implementation.
The extent literature review is presented in Table 1.
TABLE 1 STUDIES ON TQM AND IT
Authors
Quantitative Qualitative
Both
Study
Study
Fok et al., (2000)
MartinezLorente
et al., (2004)
Ang et al.,
(2000)
Wai et al., (2011)
Chow & Lui

(2003)
Ravichandran
& Rai (2000)
66
Objectives
To examine the
relationship between total
quality management and
information system
development.
To presents an
investigation on such a
relationship that how TQM
is influenced by IT.
To presents a research
instrument to measure how
IT can support quality
management practices.
To investigate the usage of
information technology
(IT) to support the various
quality management (QM)
processes through
empirical analysis.
To examine the significance
of a set of the original
measurement items of
TQM factor training of
having a direct and
positive impacts to the ISF
performances.
To focus on availability of
high quality software is
critical for the effective use
Manufacturing ICT industry Service

Industry
(Specific) Industry
Study
Types
Country
Empirical
study
US
Research
Paper
Spain
Empirical
Malaysia
study
Research
Mauritius
Paper
Empirical
study
Hong
Kong
Empirical
study
NA
Saim et al.,
(2012)
Siddiqui &
Rahman
(2007)
Brah & Lim

(2006)
SanchezRodriguez
& MartinezLorente (2011)
SanchezRodriguez
et al., (2006)
Tiwari &
Chaudhri
(2012)
Jabnoun &
Shahraoui
(2004)
Delic et al.,
(2014)
PerezArostegui
et al., (2012)
Abdi et al.,
(2013)
Dewhurst et al.,
(2003)
Koilakunthla et
al., (2012)
of information technology
in organizations.
To identify which IT has
been used to support TQM
in order to identify the role
of IT in implementing
TQM.
To describe a study
conducted in Indian
companies to evaluate the
role of TQM of IS in
pragmatically realizing
organizational goals.
To develop a quality
framework this seeks to
examine the relationship
between quality
management, technology
and business performance
in the logistics sector.
To draw on operational
management and IT
literature to the effect of
three IT resources and
three related quality
management capabilities
and their effect on a firm's
quality performance.
To provide insight into
current IT & TQM theory &
practices on operational &
quality performance, in
particular the use of IT is
supporting TQM policies
&practices.
To presents an
investigation of IT & TQM
relationship through a
survey of industries based
in India.
To presents the main
characteristics of a TQM
structure & delineates the
enabling role of IT each
To examine the impact of
quality management &
application of IT on
organizational
performance in transitional
economics.
To analyze the impact of IT
competence on quality
performances.
To analyze the relevant
knowledge of TQM
theories & principle to
facilitate improving IT
product/services practices.
This paper investigates the
relationship between how
IT & TQM impact on the
organizations.
To attempt to factor rating
of TQM by considering
www.iji-cs.org
Empirical
study
Oman
Research
Paper
India
Research
Singapore
Paper
Research
Paper
Spain
Research
Paper
Spain
Empirical
study
India
Research
Paper
UAE
Empirical
study
Serbia
Research
Paper
Spain
Soft
studies
Dubai
Empirical
study
Spain
Soft
studies
India
67
www.iji-cs.org
Li et al., (2000)
Cheon &
Stylianou (2001)
Hsu & Su (2002)
Majema et al.,
(2005)
Gunasekaran et
al., (2006)
Isaac et al.,
(2004)
Khanam et al.,
(2013)
Della Volpe et
al., (2000)
Ginige &
Samarasinghe
(2008)
Rahman &
68
business specific key

performance indicators
(KPIs) along with weighted
ratings with the help of
AHP.
To instill Demings TQM
method in software
development process &
provide recommendations
to TQM participants for
avoiding pitfalls &
ensuring success during
TQM implementation.
This paper attempts to
provide a benchmark of
current TQM practices for
IS.
This study uses the
questionnaires to examine
how quality management
practices are implemented
in Taiwan's
telecommunication
industry.
The purpose of this paper
is to present results of a
research conducted to test
the method developed by
Ang et al in a different
environment and setting.
This study proposes the
models that integrate the
TQM foundation with
software and information
technologies.
This paper identifies the
critical factors of TQM in
the software industry. An
instrument for measuring
the level of quality
management practices in
software organization also
presented.
To find out the role of IT in
TQM a literature review
was conducted.
The aim of this paper is to
present NDB's experience
in the implementation of
software quality
management by applying
the experience, culture &
successful practices
industrialization in an
environment of TQM.
To presents an empirical
study which examines the
interrelationship between
IT & TQM & the
importance of these
practices on organizational
performance in terms of
It was found to be catching
Research
Paper
US
Empirical
study
Korea
Research
Paper
Taiwan
Case study Tanzania
Research
Paper
India
Empirical
study
India
Research
Paper
India
Research
Paper
Brazil
Empirical
Srilanka
study
Research
India
Siddiqui (2006)
Pramod &
Banwet (2010)
Khan (2010)
Djerdjour
&Patel (2000)
Su et al., (2001)
Tawaissi et al.,
(2008)
Ang et al.,
(2001)
Palvia et al.,
(2001)
Zheng & Pulli

(2007)
Chen & Cheng

(2012)
Keramati &
Albadvi (2009)
Sajjad & Amjad
fast in India as a synergy

between TQM and IS
accrues benefits for
improving the quality of
products and services.
This study found that ISM
has been developed for
leading telecom service
provider operating in
global regions having their
headquarters in India.
The study investigates the
TQM, dimension based on
the Deming management
model in
telecommunication
industry in Pakistan.
To implement a TQM
program in a few
developing countries &
focuses on the key issues of
quality programs
implementation in Fiji.
The objective of this study
is to promote TQM on the
computer and its
peripheral industry by
presenting some practical
findings and suggestions
for manufacturers of this
industry in Taiwan.
To discusses the
application of TQM in
Jordanian and
Communication
Technology sector.
To explore the use of IT to
support TQM processes in
the Malaysian public
sector.
This article recommends a
social, technical approach,
determining the quality of
a computer information
system.
To increase customers
requirements into mobile
services used Quality
Function Deployment
(QFD) for the first time as a
quality improvement
To explore the
relationships between
service quality and mobile
phone service, loyalty,
perceived value,
satisfaction and loyalty of
mobile telecom services.
To analyze the effects of
integration of IT and TQM
on the performance of
SMEs in Swedish car part
suppliers
The main purpose of this
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Paper
Soft
studies
India
Empirical
Pakistan
study
Case study
Asia
Research
Paper
Taiwan
Empirical
study
Jordan
Empirical
Malaysia
study
Empirical North
study
America
Soft
studies
Finland
Empirical
study
Taiwan
Research
Paper
Sweden
Empirical Pakistan
69
www.iji-cs.org
(2012)
Sharma et al.,
(2010)
Malik et al.,
(2012)
Perez-Arostegui
et al., (2012)
Sajjad & Amjad

(2011)
Perez-Arostegui
et al.,(2014)
Urhuogo et al.,
(2012)
Bandyopadhay
a (2003)
Siddiqui &
Rahman (2006)
Gunasekaran et
al., (2009)
70
paper is to present the

importance of
benchmarking in TQM and
Organizational
performance
is to changes surrounding
the introduction of a
management control
innovation, TQM
techniques, within Telecom
Fiji Limited.
To assess the impact of
quality management
capabilities in developing
market-based
organizational learning
capability.
is to analyze the impact of
IT competence composed
of IT infrastructure, IT
technical and managerial
knowledge and the
integration of IT strategy
with firm strategy on
The main purpose of this
study is to determine the
various benefits an
organization can derive
from the application of
TQM practices, or the
relationship between total
quality outcomes/benefits
in the services sector of the
telecom industry of
Pakistan.
is to analyze the
complementarity between
IT and one of the most
prevalent and wellestablished set of
organizational practices,
Quality management
practices (QMP).
This paper reviews the
application of the TQM
construct to suit
organizational IS.
To presents a framework of
design and development of
a Total Quality
Management Information
System (TQMIS) for an
auto parts manufacturer.
This paper examines the
readiness of IS managers in
India for TQM.
This paper proposes a
framework for
implementing a model
study
Case study
Suva
Case study
India
Research
Paper
Spain
Empirical
Pakistan
study
Research
Paper
Spain
Research
paper
US
Research
paper
India
Research
paper
India
Case study
India
Geraldi et al.,
(2011)
Durmusoglu et
al., (2011)
Chin et al.,
(2004)
Steol et al.,
(2012)
Rothenberger et
al., (2010)
Elizabeta &
Violeta (2008)
Daghfous &
Barkhi (2008)
Sohn et al.,
(2008)
Lahiri & Kedia

(2009)
called TQM integrated

with Software and
Information Technologies
(TISIT), which integrates
the TQM foundations with
the software and IT.
This article explores the
attributes of quality in
projects, based on
interviews conducted
within a large IT-services
company.
This study examines if, and
how, particular IT tools
used in the discovery,
development, and
commercialization phases
of the new product
development (NPD)
process influence NPD
effectiveness dimensions,
namely, market
performance,
innovativeness, and quality
of a new product.
This paper presents a
process-based quality
management information
framework to improve the
productivity of the quality
system (QS) process based
on the newversion of ISO
9000 approved in 2000
To increased reliance on IT
for business operations and
new regulations regarding
the assurance of IT for
these operations.
To proposed a construct of
development, quality as
the key determinant of
software development
productivity and product
quality.
This paper presents an
application of the TQM
concept in projecting of
information systems.
To presents and the
findings of an exploratory
empirical investigation of
IT applications and
challenges in four- and
five-star hotels in the UAE.
To improve the quality of
official statistics on the
information and
technology industry in
Korea.
The objective of this paper
is to focus on the resources
and capabilities that are
utilized by the providers in
fulfilling their clients'
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Research
paper
UK
Soft
studies
US
Empirical
study
NA
Research
paper
NA
Empirical
study
India
Research
paper
Europe
Empirical
study
UAE
Case study
Korea
Empirical
study
India
71
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Mathew (2007)
Himabindu &
Susan (2013)
Chae et al.,
(2002)
Ravichandran
(2000)
Parzinger &
Nath (2000)
Stylianou &
Kumar (2000)
Cappiello et al.,
(2004)
Vance et al.,
(2008)
Gorla & Lin

(2010)
Pereira &
Soares (2007)
72
sourcing needs by using a

sample of Indian BPO.
is to explore the impact of
organizational culture on
productivity and quality in
software organizations,
with special reference
This study is an attempt to
look into the quality of
work life of employees
with special reference to
BPO industry in
Hyderabad-a BPO hub in
India.
To identify the important
dimensions of information
quality in increasing user
satisfaction and customer
loyalty for mobile Internet
services.
This paper focuses on an
administrative innovation
that is increasingly
becoming popular among
IS departments, namely
TQM in systems
development.
This paper examines the
TQM implementation
factors and several
measures of software
quality.
In this study a framework
is designed to contribute to
both the practices as well
as the research of how the
IS function should be
managed.
This paper focuses on timerelated factors of data
quality and provides a
model that can help
companies.
This study focus on system
quality and culture
significantly affect trust in
the IT artifact and point to
the rich possibilities for
future research in these
areas.
To determine the Software
quality is important for the
success of any information
systems (IS).
This paper presents a new
way for organizations
analysis to improve the
quality of the requirements
of systems that support
information management
and where collaboration is
an important aspect.
Research
paper
India
Empirical
study
India
Empirical
study
Korea
Empirical
study
US
Empirical
study
US
Empirical
study
Korea
Case study
Italy
Empirical France
study &America
Research
Paper
NA
Soft
studies
Portugal
Lin (2013)
Jain & Gupta

(2012)
Kautz & Larsen

(2000)
Arvaiova et al.,
(2009)
Holub &
Tomiska (2009)
Majumdar
(2000)
Noh et al.,
(2004)
Warfield (2010)
The aim of this study is to

use fuzzy analytic
hierarchy process (AHP)
with an extent analysis
approach to develop a
fuzzy evaluation model
which prioritized the
relative weights of mbanking quality factors
between low- and highexperience groups.
This paper seeks to
examine the effects of TQM
practices practiced by
software organizations on
employees perceptions or
perceptual Human
Resource Management
(HRM) outcomes within
India
This article analyzes a
European-wide
dissemination project,
which aimed at spreading
software process
improvement approaches
among organizations in the
IT sector.
is to present the results of
an initial survey on the
implementation of cost of
quality (CoQ) programs in
the UK telecommunication
industry.
This paper summarizes
known subjective
experiments testing the
influence of delays on the
quality perceived by end
users of telecommunication
network.
This article enhances the
quality of the installed-base
of telecommunications
infrastructure in the United
States.
The primary objective of
this research is to establish
and quantify the
relationship between the
quality factors of
multimedia
telecommunications
systems and subjective
human perception of the
system quality.
To describe a method for
choosing the appropriate
parameters and budget for
the reliability and
restoration of a
telecommunications access
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Soft
studies
Taiwan
Soft
studies
India
Case study Norway
Research
Paper
UK
Research
Paper
Czech
republic
Research
Paper
US
Empirical
study
Korea
Research
Australia
Paper
73
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Sunada (2005)
Wali et al.,
(2003)
Hemsworth et
al., (2005)
Lang & Colgate

(2003)
Talib et al.,
(2013b)
Prajogo (2005)
Talib et al.,
(2011)
74
network is guided by a
simple measure of
customer preference, in
terms of demand for
quality.
This paper presents a
simple framework based
on a discrete choice model
to assess the welfare effects
of quality change and new
products and estimated
qualities for mobile
telecommunications
services in Japan.
This paper represents a
review of the literature on
CSFs and supported by
various philosophies of
TQM.Based on an
exploratory study of Indian
organizations engaged in
manufacturing and
services, CSFs have been
identified.
The objective of this article
is to provide insights into
current quality
management and
information systems theory
and practice in the
purchasing function and
their impact on purchasing
performance
This paper investigates the
impact of IT in a
relationship marketing
context, how affects the
relationship quality
between the customer and
the financial service
provider.
This study is aimed to
identify and rank the key
practices of TQM and
develops a reliable and
valid instrument necessary
for the successful
implementation of TQM
program in the Indian ICT
industry.
This study examines the
difference between the
relationship between
manufacturing and service
firm with respect to
implementation of TQM
practices.
The objective of this paper
is to know of the managers
and service industry
practitioners about the
understanding of the
concept and issues of TQM
within the service industry.
Case study
India
Empirical
study
India
Research
Paper
Spain
Research
Paper
NA
Empirical
study
India
Research
Australia
paper
Research
paper
India
Talib et al.,
(2013a)
Douglas and
Judge (2001)
Sila (2007)
Fuentes et al.,
(2006)
Agus (2007)
Sit et al., (2009)
Valmohammadi
(2011)
To investigate the
relationship between TQM
practices and quality
performance in Indian
service companies
To explore the
relationships between the
degree to which TQM
practices were adopted
within the organizations
and the corresponding
competitive advantages
achieved.
To develop a model
combined the effects of
seven TQM practices on
four measures of
organizational
performance and the
effects of theses
performance measure on
each other by using survey
method.
To examine the
strategy and TQM
implementation, as well as
the impact of the
adaptation of both to
organizational
performance.
To highlight storng and
positive association
between TQM, overall
service performance and
customer satisfaction and
suggest that an emphasis
on quality would result in
organizational gains.
To investigate the
relationship between TQM
practices and customer
satisfaction as perceived by
the manager's perspective
by Malaysian service sector
managers.
To develop a framework
to be used on how IT can
support TQM in Iranian
manufacturing companies.
Discussion and Conclusions

The correct selection and use of qualitative and
quantitative study and types of techniques for the
study is a vital component of any successful TQM- IT
implementation plan. Qualitative research is widely
assumed to involve using statistical methods of test
hypotheses. On the other hand qualitative methods are
widely assumed to use qualitative data analysis and
induction. Figure 1 and 2 shows qualitative and
quantitative
approaches
of
studies
in
the
www.iji-cs.org
Research
paper
India
Empirical
study
US
Empirical
study
US
Empirical
study
Spain
Empirical
Malaysia
study
Research
Malaysia
paper
Research
paper
Iran
manufacturing, service and specific ICT industry. A

review of the literature reveals that there were 89
published papers from those 64 qualitative, 20
quantitative and 5 both types of study were found on
TQM and IT in the ICT industry. Figure 1 and 3 show
that qualitative study has been carried out in large
number as compared to quantitative studies. These
studies have been undertaken in various regions such
as India, Asia, Europe, America and others. Figure 4
explores that 21 studies were undertaken on TQM and
IT together in Indian industries, while 22 in Asian, 22
75
www.iji-cs.org
in Europian, 12 in American and 12 in others countries.

Finally from Figure 4, it was also observed that in
India, TQM and IT study have been performed
comparatively more than other countries. This study
performs a review of TQM and IT articles on
qualitative or quantitative or both in the specific ICT,
manufacturing and service industries. It was also
observed that frequency of qualitative studies is more
than quantitative and in terms of sector, the authors
found most of the studies are in the specific ICT
industry. The result will help practitioners and
managers of the organization to know which type of
study approaches has been done on different area and
regions on the TQM and IT. In addition, this study
provides interesting and valuable case studies on the
effectiveness of industry implementation and this
study is rooting the benefits of the company within the
context of quality and providing powerful tools and
techniques for encouraging further IT implementation
with the TQM in the ICT industry.
The qualitative and quantitative approaches reveal
that both affects the success of a TQM and IT program
and qualitative studies are used by many
organizations. Qualitative approach ables to find
empirical support for measuring process parameters,
tools and techniques, bottom line results and
difficulties of TQM and IT implementation. The
quantitative analysis identified behavioral norms for
the organization as a whole, the qualitative analysis
was necessary to get at the underlying reasons for this
behavior. Quantitative approach gives results that are
generally statistically reliable and objective, but issue
with this study is researchers should be aware then
that it can be measured with related problems
otherwise not. Whereas qualitative approaches enable
the researchers to collect information related to the
employees personal perceptions, opinions, attitudes,
values and feelings before and after joining their
organizations. The qualitative study effort to
understand the live experience of employees and
managers and reveal the values and assumptions
underlying their behavior-provided a deeper
understanding of culture in these two organizations. In
other words, quantitative approach usually begins
with an idea of hypothesis which is for the
measurement, generation and deduction of data and
finally drawn the conclusion. Whereas qualitative
research begins with an aim to explore a particular
area, after collecting idea generating data and
hypothesis testing.
76
FIG. 1 STUDY BASED ON APPROACH
FIG. 2 STUDY BASED ON SECTOR CLASSIFICATION
FIG. 3 STUDY BASED ON RESEARCH TYPE
FIG. 4 STUDIED BASED ON COUNTRY CLASSIFICATION
Similarly, in terms of research types, empirical, casestudies and soft studies are dominant. Basically, in
research papers, types of study presents researcher's
thinking, but backed up by others ideas and
informations. While as the empirical and case study is
directly/ indirectly dependent on observation of others,
so it takes more time to complete the study. In the soft
studies simply different types of tools and techniques
are used in the articles. Therefore, it can be observed
from the Table and Figures that research papers are
more adopted as compared to other types of study.
After critically analyzing Table and Figures, many
results of interest emerged out from the present study.
The present study showed that 64 qualitative
approaches out of a total 89 studies, means
frequency of qualitative approach is greater than
others in the implementation of TQM and IT.
In contrast to above result manufacturing industry,
specific ICT industry and service industry are
different area considered in this study while
specific ICT industry was the major area in the
implementation of TQM and IT.
It is apparent from a review of Figure 1, that
organization adapts more qualitative approach as
compared to quantitative approaches.
The specific ICT industry has the highest
proportion
of
the
research
(Figure
2),
manufacturing industry the second highest and
service industry stands at lowest level. This result
shows that researchers are interested to implement
TQM and IT in the specific ICT industry more than
other sectors.
The major finding of this research also suggest that
qualitative research of TQM and IT is significantly
higher than other study in the specific Indian ICT
industry.
Managerial Implication
Managers face a tough decision in choosing the types
of study used for solving problems. The qualitative
approach is selected on the basis of managers
experience and expertise which is keen to make
business successful. However, quantitative study is
more formal because it utilizes mathematical
techniques by which managers can solve the problems
of their organizations.
For a qualitative approach management must focus
on experimental knowledge of the various factors
involved in a decision. Managers use qualitative
www.iji-cs.org
method to solve a conflict over resources between

the same departments in that organization. In
simple words, managers must have the expertise to
make decision that will play out given the nature of
that organization.
It means qualitative study
puzzle out the conflict resources problem for the
organization.
This scrutiny cannot be opted when manager is
lacking knowledge of quantitative approach and
research type of articles. When managers adopt a
quantitative approach and research study means
works best for objectively measurable problems in
the Indian ICT industry.
The proposed study will help to understand
managers and practitioners which type of approach
and article is more usable for the research.
The management approach of the qualitative study
is generalized. The results and survey method or
strategy was deemed most appropriate to TQM and
IT.
This study covers only ICT industry. It can be
extended into other area like education, service
industries, banking extra.
This study is limited to the Indian ICT industry. It
can be concucted into developing countries.
This study is limited to a 89 number of papers and
can be extended into more exhaustive literature
review.
Agenda for Future Research
In terms of promoting and facilitating the adoption of
IT by TQM, there is some agenda which must be
considered for future research. There is significant
effort in promoting and facilitating the adoption of IT
by TQM in the late 1980s. But ICT industry easily and
successfully promotes the TQM and IT together in
result of increased competition among organizations.
The period 1990s was truly the Quality decade
during which organizations implemented TQM and IT
in one form to another. Primarily quality was top
priority which is frequently increased by adopting IT.
Author found that qualitative study is more than as
compared to quantitative in mid-2000s means
experimental
work
accurately
satisfying
the
organization. This is the first study undertaken within
the ICT industry to find out comparative studies of
TQM and IT together. Thus the findings of this study
provide valuable knowledge of TQM and IT in the ICT
77
www.iji-cs.org
industry perspective. More specifically future research

should be focused on different tools and techniques:
i) Data Envelopment Analysis (DEA) is a linear
programming methodology to measure the efficiency
of multiple decision making units when there are
multiple inputs and outputs. It can be used for both
production and cost data. DEA suggests that TQM
programs might also have a positive impact over
efficiency as measured by DEA. In future DEA
includes many variables that could help managers
identify the inefficient areas in their TQM-IT system
and make the system efficient.
ii) Design of Experiments (DOE) is also one of the
techniques which are used for quality control, it could
be used to help quality improvement in the ICT
industry. Similarly, Taguchi method is synonymous of
DOE and both methods are used for quality control
and tries to eliminate in production before they can
occur. IT would act like nectar for DOE and Taguchi
method, and they could easily control the quality
which will improve the effectiveness of quality of
organization.
iii) Meta-analysis approach is used to establish
external validity of the theoretical model of TQM
(Shenway et al., 2007; Mosadeghard 2014). Further,
Meta-analysis can be used for TQM and IT to enhance
the understanding, applicability and generalizability
of comparative research.
iv) Analytic Hierarchy Process (AHP) and Analytic
Network Process (ANP) were used in the ranking and
prioritizing the TQM factors also AHP and ANP
would be used for ranking TQM-IT factors together.
goes for combining with IT which helps people to

identify the foreseen failures in a product or process
and plans to eliminate the failure. Combining FEMA
and IT together will improve the TQM program in the
organization.
viii) Just in Time (JIT) is a production strategy that can
improve organizations investment by reducing in
process inventory and associated carrying cost. It is a
technique that aims to continuously improve the
organization quality and efficiency. The JIT and IT
would be applied together in the ICT industry for
customer service involved in applying information
system and mobile hardware to deliver customer
information as needed, and reducing waste by video
conferencing to cut travel time.
ix) SPC (Statistical Process Control) methods are useful
in helping managers to measure whether their
processes and products conform to design
specification, and they also help organizations to
improve productivity and reduce waste. In TQM
philosophy, SPC helps to improve profitability by
improving process and product quality. SPC
techniques were used extensively in manufacturing,
but it can be used in ICT industry with the help of IT.
ACKNOWLEDGMENT
The authors would like to gratefully acknowledge the

anonymous referees, editor-in-chief Dr. Mohamed
Hamada (IJICS) and editorial assistant Dr. Wendy
Cheung for their helpful and invaluable comments
which helped in improving the presentation of this
paper considerably.
v) In Fuzzy system decision makers use fuzzy set

theory in hierarchical and network structure analysis
and found that interval judgment is more confident
than fixed value judgment. Fuzzy AHP and fuzzy
ANP could identify and emphasize the important
criteria and attributes for TQM-IT in the ICT industry.
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Suby Khanam is research scholar in the Department of

Computer Science, Aligarh Muslim University, Aligarh
(U.P), India. She has completed her master degree in
Computer Science from Jamia Hamdard University, New
Delhi, India. She is working on Information system with Dr.
Jamshed Siddiqui and Dr. Faisal Talib. Her area of interest
includes MIS, IT, TQM, and Information security, etc.
Dr. Jamshed Siddiqui is an Associate Professor at Computer
Science Department, Aligarh Muslim University, Aligarh
(U.P), India. He holds Masters in Computers Science and
obtained the degree of Ph. D. in Information Systems from
Indian Institute of Technology Roorkee, India. His research
areas and special interests include Information Systems, MIS,
Systems Analysis & Design, Knowledge Management
Systems, E-Business, Data Mining and Parallel Computing.
His areas of teaching interest includes Analysis and design of
Information system, Software Engineering, Performance
evaluation of computer systems, Computer oriented
Numerical methods. He has published various papers in
international journals and journals of international repute
such as Journal of Information Technology, TQM Magazine,
(Emerald Group Publishing Ltd.), Business Process
Management Journal, (Emerald Group Publishing Ltd.),
Journal of Information, Knowledge, and Management,
83
www.iji-cs.org
Journal of Systems Management, International Journal of

Services and Operations Management etc.
Dr. Faisal Talib is an Assistant Professor at Mechanical
Engineering Section, University Polytechnic, Aligarh Muslim
University, Aligarh, (U.P.), India. He holds PhD degree from
IIT Roorkee and Masters in Industrial and Production
84
Engineering from AMU. He has 17 years of teaching

experience and has more than 60 publications to his credit in
national/international journals and conferences. His special
interest includes Quality Engineering, TQM, Service Quality,
Quality Concepts, Industrial Management, Operations
Management, and Quality Management in Service Industrie.

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International Journal of Information and Computer Science (IJICS) Volume 3, 2014