Integration of EFQM framework and quality information systems

Abstract

The main purpose of this paper was to improve the European Foundation for Quality Management (EFQM) model through integrating the model and quality information systems. Despite the supportive role of information systems in quality management, this concept has not been included in any quality management model. This study attempts to fill this gap. In order to integrate the EFQM model and information systems, this research studies the relationships between the dimensions of information systems, including information flows and information technology (IT), and the criteria of the EFQM model. A structural model was proposed, including 26 causal hypotheses. The model not only explains interrelationships among EFQM criteria, but also illustrates the contributory impacts of both information flows and IT on the EFQM dimensions. Data were collected from 228 Iranian manufacturing SMEs by means of a structured questionnaire to examine the model using structural equation modelling. Results indicate that interrelationships among excellence criteria in Iranian manufacturing SMEs follow the assumptions of the EFQM model. Also, data accentuate the supportive effects of information flows and IT on different dimensions of the EFQM model. This study generates valuable information for managers to be benefitted from information systems in their quality management programme.

Keywords:

• TQM
• EFQM excellence model
• information flows
• information technology
• manufacturing SMEs
• structural equation modelling

Acknowledgments

This paper is extracted from a PhD thesis of Faculty of Management (FOM), Multimedia University (MMU), Malaysia. Authors would like to thank the president (MMU) and dean and staff of FOM. This research is sponsored by Iran Small Industries and Industrial Parks Organization (Tehran Industrial Estates Company). Authors would like to thank the president and staff of the organisation. Further, authors would like to thank Dr. Leila Mousavi, Ms. Fatemeh Dehabadi, and Dr. Fazlollah Sadeh for their encouragement throughout this research.