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Title: An instrument for measuring the key practices of total quality management in ICT industry: An empirical study in India
Authors: Talib F.
Rahman, Zillur
Akhtar A.
Published in: Service Business
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. © 2012 Springer-Verlag.
Citation: Service Business, 7(2): 275-306
Issue Date: 2013
Keywords: ICT industry
Quality performance
Total quality management
ISSN: 18628516
Author Scopus IDs: 6504684729
Author Affiliations: Talib, F., Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, Aligarh Muslim University, Aligarh, UP, India
Rahman, Z., Department of Management Studies, Indian Institute of Technology, Roorkee, UT, India
Akhtar, A., Department of Management Studies, Faculty of Management Studies and Research, Aligarh Muslim University, Aligarh, UP, India
Corresponding Author: Talib, F.; Mechanical Engineering Section, University Polytechnic, Faculty of Engineering and Technology, , Aligarh, UP, India; email:
Appears in Collections:Journal Publications [MS]

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