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Total Quality Management for Information Systems : An Empirical Investigation

Abstract In recent years, there has been an increasing interest by both academics and practitioners in improving the quality of information systems (IS). Past literature includes several conceptual frameworks and models proposing principles of applying TQM and other quality methodologies. In addition, case studies describing the experiences of individual companies have been published. Empirical evidence, however, on the effectiveness of TQM programs in the IS area is sparse. This paper attempts to provide a benchmark of current TQM practices for IS. A detailed exploratory analysis of survey responses from 142 Korean companies indicates the awareness, usage, length of experience, and the extent of top management support for IS TQM programs. The study also provides information on the realized benefits from TQM and tests their relationship to the implemented TQM principles. The relationship between the extent of top management support and the realized benefits from TQM in IS is also tested. Global applicability and implications are discussed.