A Framework for the Introduction of Total Quality Management into the is Department

Abstract

The results of an empirical survey of information systems (IS) managers indicated that 41% of these managers understood the basic philosophy of Total Quality Management (TQM) fairly well. IS managers who were currently implementing TQM reported that their IS function had achieved the following benefits: improved customer satisfaction, enhanced quality of products and services delivered to the customer, and increased flexibility in meeting customer demands. The IS managers also reported, however, that these benefits had not been achieved until three-to-five years after TQM implementation. A framework is proposed that can be used as a starting point by those IS managers that wish to use TQM as a vehicle for improving the performance of the IS function.