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An instrument for measuring the key practices of total quality management in ICT industry: an empirical study in India

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Abstract

Several research studies have demonstrated the positive impact of total quality management (TQM) on information and communication technology (ICT) industry performance. Given the growing prominence of TQM in ICT industry, 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 Indian ICT industry. To achieve these objectives, a survey using self-administered instrument was conducted among the top and middle level managers and administrators of select Indian ICT companies. Using empirical data obtained from 84 Indian ICT companies, results were analyzed and findings were reported. The empirical data was analyzed using descriptive statistical and factor analyses. Further, the measures of the instrument were tested for reliability and validity. The analysis revealed ten TQM practices to be most important out of 17 practices identified from literature. Also, the instrument measures were found to have satisfactory psychometric properties. Managers and practitioners can use the instrument to guide TQM activities in their respective companies and researchers can use it to build models to relate facilitating practices to quality performance.

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Authors and Affiliations

  1. Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, Aligarh Muslim University, Aligarh, UP, India

    Faisal Talib

  2. Department of Management Studies, Indian Institute of Technology, Roorkee, UT, India

    Zillur Rahman

  3. Department of Management Studies, Faculty of Management Studies and Research, Aligarh Muslim University, Aligarh, UP, India

    Asif Akhtar

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  1. Faisal Talib
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  2. Zillur Rahman
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  3. Asif Akhtar
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Correspondence to Faisal Talib.

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Talib, F., Rahman, Z. & Akhtar, A. An instrument for measuring the key practices of total quality management in ICT industry: an empirical study in India. Serv Bus 7, 275–306 (2013). https://doi.org/10.1007/s11628-012-0161-y

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