The purpose of this study is to identify and rank total quality management (TQM) enablers and information technology (IT) resources to provide a reliable and valid measurement instrument for evaluation in Indian information and communications technology (ICT) organizations.
Based on a literature review of TQM enablers and IT resources, 17 factors are identified, of which, 9 are TQM enablers and 8 are IT resources. The empirical data, retrieved from 801 ICT organizations, is tested by descriptive analysis and factor analysis (FA). FA is used to ensure that items in each scale sufficiently reflect the scope of each factor.
This paper has developed an instrument that can be used to evaluate items to implement TQM enablers and IT resources. The instrument identifies 17 reliable and valid factors, out of which 16 are input factors, while 1 is an outcome factor.
This instrument will provide a practical understanding to enable the monitoring of TQM enabler and IT resource activities in ICT organizations. Along with this, these instruments will help to build models related to constructs that will further achievement of customer satisfaction (CS).
This paper presents an instrument which validates the different items of TQM enablers and IT resources. It also shows the relationship between the two in terms of CS.
