Show simple item record

dc.contributor.advisorMacDonell, Stephen
dc.contributor.authorHassanin, Mohaned Hashimen_NZ
dc.date.available2011-04-07T03:17:05Z
dc.date.copyright2002-06en_NZ
dc.identifier.citationHassanin, M. H. (2002, June). Towards business excellence: aligning total quality management and information technology management (Thesis, Doctor of Philosophy). Retrieved from http://hdl.handle.net/10523/1496en
dc.identifier.urihttp://hdl.handle.net/10523/1496
dc.description.abstractThe strategic importance of Information Technology (IT) is well accepted by most organisations, and many studies have already been undertaken on how best to implement and manage IT in organisations, in particular when aligned with business strategy. However, organisations still do not appreciate or take full advantage of their implementation and application of IT in an optimal and strategic manner that will serve the overall strategic direction of the organisation. This is shown in the results of the research described here with respect to New Zealand organisations. There remains a need to strategically, properly, and practically implement IT in organisations, a need to align IT with the strategies of the organisation, a need to link and align the diverse processes of the organisation, and a need to deploy and translate the organisation's objectives into plans, all satisfying customer expectations, as a business strategy striving to achieve excellent performance in quality. The research reported here suggests that IT and Total Quality Management (TQM) are of strategic importance to the well being and success of an organisation, just as strategy management is crucial to overall success. The research further suggests that IT is most effectively implemented when aligned with TQM. This has the potential to lead to the best organisational performance results. The need and importance of TQM and IT in the organisation is confirmed in the results obtained through an extensive survey addressing IT, TQM, and strategy management, addressed to New Zealand organisations. The research then proposes a novel framework that incorporates four vital dimensions: TQM, IT, Policy Deployment, and Strategy Management. These four dimensions are said to be necessary to the success of organisations in general and in New Zealand in particular. Each of the four dimensions is composed of other elements essential to the framework. The framework focuses on IT deployment throughout the organisation using the Hoshin Kanri (Policy Deployment) Method, an internationally recognised and respected method not previously used with respect to IT. Hoshin, being itself a dimension of the framework, is the vehicle for deploying IT and other processes in the organisation. Hoshin will also safeguard the principles of TQM and Strategy Management and facilitate achieving and preserving such principles. The framework is verified through a process which included the development of a set of hypotheses formally tested and validated by a questionnaire (validation questionnaire). The results verify the feasibility, acceptability, and applicable nature of the framework with its dimensions and elements. The framework is also validated through a focused analysis and assessment against the criteria used in Malcolm Baldrige Award, the same quality award used by the New Zealand industry. It is therefore recommended that the results be acted upon by New Zealand organisations as a framework and method for achieving business success through its integration and alignment of TQM, IT, Hoshin and Strategy Management.en_NZ
dc.subjectInformation Technologyen_NZ
dc.subjectstrategic directionen_NZ
dc.subjectTotal Quality Managementen_NZ
dc.subjectPolicy Deploymenten_NZ
dc.subjectStrategy Managementen_NZ
dc.subject.lcshT Technology (General)en_NZ
dc.subject.lcshQ Science (General)en_NZ
dc.subject.lcshHF Commerceen_NZ
dc.subject.lcshHF5601 Accountingen_NZ
dc.subject.lcshHF5601 Accountingen_NZ
dc.titleTowards business excellence: aligning total quality management and information technology managementen_NZ
dc.typeThesisen_NZ
dc.description.versionUnpublisheden_NZ
otago.date.accession2007-02-19en_NZ
otago.schoolInformation Scienceen_NZ
thesis.degree.disciplineInformation Scienceen_NZ
thesis.degree.nameDoctor of Philosophy
thesis.degree.grantorUniversity of Otagoen_NZ
thesis.degree.levelDoctoral Thesesen_NZ
otago.interloanyesen_NZ
otago.openaccessAbstract Only
dc.identifier.eprints546en_NZ
otago.school.eprintsInformation Scienceen_NZ
dc.description.referencesAbraham, M., Fisher, T. and Crawford, J. (1997), "Quality culture and the management of organisation change", International Journal of Quality & Reliability Management, vol. 14, no. 6, 616-636. Adam Jr, E. E., Corbett, L. M. and Rho, B. H. (1994), "Quality Improvement Practices in Korea, New Zealand, and the USA", International Journal of Quality & Reliability Management, vol. 11, no. 7, 6-18. Adebanjo, D. (2001), "TQM and Business Excellence: Is There Really a Conflict?", Measuring Business Excellence, vol. 5, no. 3, 37-40. Akao, Y. (1991), Hoshin Kanri: Policy Deployment for Successful TQM, Cambridge, MA: Productivity Press, Inc. Applegate, L. M., McFarlan, F. W. and McKenney, J. L. (1996), Corporate Information Systems Management: Text and Cases, Fourth, Chicago: Richard D. Irwin. Aravindan, P. and Devadasan, S. R. (1996), "A focused system model for strategic quality management", International Journal of Quality & Reliability Management, vol. 13, no. 8, 79-96. Auer, T. (1998). "Quality of IS use." European Journal of Information Systems, no 7: 192-201. Axtell, A., P. E. Waterson, et al. (1997). "Problems integrating user participation into software development." International Journal of Human-Computer Studies, no. 47: 323-345. Azhashemi, M. A. and Ho, S. K. M. (1999), "Achieving service excellence: a new Japanese approach versus the European framework", Managing Service Quality, vol. 9, no. 1, 40-46. Babich, P. (1996), Hoshin Handbook: Focus and link activities throughout the organisation, Second, Poway, CA: Total Quality Engineering, Inc. Baker, P. (2000), "Consistent from bottom to top", Works Management, vol. 53, no. 7, 40-41. Batley, T. W. (1999), "Total quality: the New Zealand Way", Total Quality Management, vol. 10, no. 4&5, S435-S438. 389 Beagley, K. (1998 - copyright), "Highes testifies in House hearing on total quality management",(News Release, AT&T), Available: http://www.att.comlpress/0293/930218.nsa.html, (Accessed: 2000, October 31), Bechtell, M. L. (1995), The Management Compass: Steering the Corporation Using Hoshin Planning, New York: AMA Membership Publications Division. Beecroft, G. D. (1999), "The role of quality in strategic management", Management Decision, vol. 37, no. 6, 499-502. Bell, D., McBride, P. and Wilson, G. (1994), Managing Quality,, Institute of Management Diploma Series, Oxford: Butterworth-Heinemann. Bendell, T., Boulter, L. and Goodstadt, P. (1998), Benchmarking for Competitive Advantage, London: Pitman Publishing. Bessant, j. and Francis, D. (1999), "Developing strategic continuous improvement capability", International Journal of Operations & Production Management, vol. 19, no. 11, 1106-1119. Bititci, U. S., Carrie, A. S. and McDevitt, L. (1997), "Integrated performance measurement systems: an audit and development guide", The TQM Magazine, vol. 9, no. 1, 46-53. Bohoris, G. A. (1995), "A comparative assessment of some major quality awards", International Journal of Quality & Reliability Management, vol. 12, no. 9, 30-43. Broadbent, M., Weill, P. and St. Clair, D. (1999), "The Implications of Information Technology Infrastructure for Business Process Redesign", MIS Quarterly, vol. 23, no. 2, 159-182. Bustard, D. W. and He, Z. (1998), "A framework for the revolutionary implementation of a business process and its computing support", Logistics Information Management, vol. 11, no. 6, 370-374. Calingo, L. M. R. (1996), "The evolution of strategic quality management", International Journal of Quality & Reliability Management, vol. 13, no. 9, 19-37. Capon, N., Kayne, M. M. and Wood, M. (1995), "Measuring the success of TQM programme", International Journal of Quality & Reliability Management, vol. 12, no. 8, 8-22. Caroll, J. and Rouse, A, (1993), "A Critical Assessment of the Potential Value of TQM for Information Systems Quality", Monash University, Melbourne, December. Chan, S. L. (2000), "Information technology in business processes", Business Process Management, vol. 6, no. 3, 224-237. Chaston, I. (1994), "Managing for Total Training Quality", Training for Quality, vol. 2, no. 3, 11-14. Chaudhry, S. S., Tamimi, N. A. and Betton, J. (1997), "The management and control of quality in a process industry", International Journal of Quality & Reliability Management, vol. 14, no. 6, 575-581. Collins, R. S. and Cordon, C. (1997), "Survey methodology issues in manufacturing strategy and practice research", International Journal of Operations & Production Management, vol. 17, no. 7, 697-706. Cooper, B. L., Watson, H. J., Wixom, B. and Goodhue, D. L. (2000), "Data Warehousing Supports Corporate Starategy at First American Corporation", MIS Quarterly, vol, 24, no. 4, 547-567. Corbett, 1. M. (1998), "Benchmarking manufacturing performance in Australia and New Zealand", .Bvenochmlar,k in5g. fo,r Quality Management & Technology, no. 4, 27-282. Corbett, L. M. and Rastrick, K. N. (2000), "Quality Performance and organisational culture: A New Zealand Study", International Journal of Quality & Reliability Management, vol. 17, no. 1, 14-26. Cornford, T. and Smithson, S. (1996), Project Research in Information Systems: A Student's Guide, Hampshire: Macmillan Press Ltd. Cowley, M. and Domb, E. (1997), Beyond Strategic Vision: Effective Corporate Action with Hoshin Planning, Chicago: Butterworth-Heinmann. Creech, B. (1994), The Five Pillars of TQM„ New York: Truman Talley Books/Dutton. Cross, J., Earl, M. J. and Sampler, J. L. (1997), "Transformation of the IT Function at British Petroleum", MIS Quarterly, vol. 21, no. 4, 401-423. Czuchry, A. J., Hyder, C., Yasin, M. and Mixon, ID. (1997), "A systematic approach to improving quality: a framework and a field study", International Journal of Quality & Reliability Management, vol. 14, no. 9, 876-898. Dale, B. and McQuater, R. (1998), Managing Business Improvement & Quality: Implementing Key Tools & Techniques, Malden, Massachusetts: Balckwell Publishers Inc. Danaher, P. J. and Gallagher, R. W. (1997), "Modelling customer satisfaction in Telecom New Zealand", European Journal of Marketing, vol. 31, no. 2, 122- 33, Daniel, W. W. (1990), Applied Nonparametric Statistics, Second, Boston: PWSKENT Publishing Company. Daniels, S. (1996), "Benchmarking", Work Study, vol. 45, no. 3, 18-20. Danniels, S. (1998), "The virtual corporation", Work Study, vol. 47, no. 1, 20-22. Dawson, P. (1994), "Quality Management: Beyond the Japanese Model", International Journal of Quality & Reliability Management, vol. 11, no. 2, 51-59. Dean, E. B. (1998, April 27 - last updated), "Total Quality Management: from the Perspective of Competitive Advantage", (Quality Technologies for Competitive Advantage, NASA Langley Research Center), Avaialble: http://akao.larc,nasa.gov/dfc/TQM,html, (Accessed: 2001, June 2). Dean, E. B. (1996, March 21 - last updated), "Design for Competitive Advantage - Table of Contents", (Design for Competitive Advantage, NASA Langley Research Center), Available: http://mijuno.larc.nasa.gov/dfc/toc.html, (Accessed: 2001, June 11) Dean, E. B. (1993) (2001, August 3 - last updated), "Genopersistating the System", (NASA Langley Research Center, USA), (1993 Aerospace Design Conference AIAA Paper 93-1031),Available:http://techreports.larc.nasa.gov/Itrs/PDF/aiaa- 93-1031.pdf, (Accessed: 2001, March 26). Denison, D. R. (1997), "Toward a Process-Based Theory of Organisational Design: Can Organisations be Designed Around Value Chains and Networks", Advances in Strategic Management: Organisational learning and strategic management, Greenwich: JAI Press Inc. Drago, W. and Geisler, E. (1997), "Business process re-engineering: lessons from the past", Industrial Management & Data Systems, vol. no. 8, 297-303. Dumond, E. J. (1994), "Making Best Use of Performance Measures and Information", International Journal of Operations & Production Management, vol. 14, no. 9, 16-31. Eason, K. (1988), Information Technology and Organisational Change„ Philadelphia, PA: Taylor and Francis Inc. Ein-Dor, P., Myers, M. D. and Raman, K. S. (1994), "Information Technology in Three Small Developed Countries", (Report No. 85 ), Department of Management Science and Information Systems, University of Auckland,, Auckland, New Zealand, November. Eisenhardt, K. M. (1999), "Strategy as Strategic Decision Making", Sloan Management Review, vol. 40, no. 3, 65-72. Feraud, G. J. S. (1998), "Research paper: improving strategic decision making in logitics information management - a framework", Logistics Information Management, vol. 11, no. 4, 232-243. Feurer, R. and Chaharbaghi, K. (1997), "Strategy development: past, present and future", Training for Quality, vol. 5, no. 2, 58-70. Fink, D. (1996), "information Systems Success in Small and Medium Enterprises: An evaluation by Australian Public Accountants", The Australian Journal of Information Systems, vol. 4, no. 1, 32-42. Finlay, P. N. and A. C. Mitchell (1994). "Perceptions of the benefits from the introduction of CASE: an empirical study." MIS Quarterly (December): 353- 370. Forker, L. B., Vickery, S. K. and Droge, C. L. M. (1996), "The contribution of quality to business performance", International Journal of Operations & Production Management, vol. 16, no. 8, 44-62. Forza, C. (1995), "The impact of information systems on quality performance: An empirical study", International Journal of Operations & Production Management, vol. 15, no. 6, 69-83. Germain, R. and Spears, N. (1999), "Quality management and its relationship with organizational context and design", International Journal of Quality & Reliability Management, vol. 16, no. 4, 371-391. Ghobadian, A., Gallear, D., Woo, H. and Liu, J. (1998), Total Quality Management: Impact, Introduction and Integration Strategies, London: The Chartered Institute of Management Accountants. Ghobadian, A. and Woo, H. S. (1996), "Characteristics, benefits and shortcomings of four major awards", International Journal of Quality & Reliability Management, vol. 13, no. 2, 10-44. Gondhalekar, S., Babu, A. S. and Godrej (1995), "Towards TQM using Kaizen process dynamics: a case study", International Journal of Quality & Reliability Management, vol. 12, no. 9, 192-209. Greenall, R. (1994), "The Missing Link", Wolrd Class Design to Manufacturing, vol. 1, no. 2, 5-6. Gregson, K. (1994), "Technology - Friend or Foe", Work Study, vol. 43, no. 8, 23-24, Gregson, K. (1995), "Information resource management", Work Study, vol. 44, no. 1, 20-21. Gunasekaran, A., Goyal, S. K., Martikainen, T. and Yli-011i, P. (1998), "Total Quality Management: a new perspective for improving quality and productivity", International Journal of Quality &Reliability Management, vol. 15, no. 8/9, 947-968. Halhead, R. (1995), "Breaking down the barriers to free information exchange", Logistics Information Management, vol. 8, no. 1, 34-37. Hardie, N. and Walsh, P. (1994), "Towards a better understanding of quality", International Journal of Quality & Reliability Management, vol. 11, no. 4, 53-63. Harrell, G. D. and Fors, M. F. (1995), "Marketing services to satisfy internal customers", Logistics Information Management, vol. 8, no. 4, 22-27. Harte, M. (1997), "Case Study: 'KnowledgeBase': The Integrated Corporate Intranet", Dunedin City Council, Dunedin, New Zealand, 22 August. Harwood, G. (1994), "Information Management", Logistics Information Management, vol. 7, no. 5, 30-35. Hendricks, K. B. and Singhal, V. R. (2001), "The Long-Run Stock Price Performance of Firms with Effective TQM Programs", Management Science, vol. 47, no. 3, 359-368. Ho, C. (1996), "Information technology implementation strategies for manufacturing organisations: A strategic alignment approach", International Journal of Operations & Production Management, vol. 16, no. 7, 77-100. Ho, S. K. and Fung, C. K. (1995), "Developing a TQM excellence model: part 2", The TQM Magazine, vol. 7, no. 1, 24-32. Ho, S. K. M. (1999), "Japanese 5-S - where TQM begins", The TQM Magazine, vol. 11, no. 5, 311-320. Ho, S. K. M. and Fung, C. K. H. (1994), "Developing a TQM Excellence Model", The TQM Magazine, vol. 6, no. 6, 24-30. Hoare, C. E. (1994), "Appreciative Management System", The TQM Magazine, vol. 6, no. 1, 35-37. Huq, Z. (1996), "A TQM evaluation framework for hospitals: Observations from a study", International Journal of Quality & Reliability Management, vol. 13, no. 6, 59-76. i Six Sigma (2000-2001 - copyright), "What is Six Sigma", (i six sigma), Available: http://www.isixsigma.coml (Accessed: 2001, May 24). Idrus, N. (1996), "Towards total quality management in academia", Quality Assurance in Education, vol. 4, no. 3, 34-40. Institute for Manufacturing (2001a, May 9 - last modified) "Mintzberg's 5 Ps for Strategy", (University of Cambridge, Department of Engineering), Available: http:www-mmd.eng.cam.ac.uldpeople/ahr/dstools/paradigm/5pstrat.htm (Accessed: 2000, November 4). Institute for Manufacturing (2001b, May 9 - last modified), "Porter's Generic Competitive Strategies (ways of competing)", (University of Cambridge, Department of Engineering), available: w.aradigrn/genstral.htm http: mmd.eng.cam.ac.uk/people/ahridstools/paradigrn/genstraLhtm (Accessed: 2000, November 4). Janczewski, L. J. (1992), "Relationships Between Information Technology and Competitive Advantage in New Zealand Businesses", (Report No. 16 ), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, June. Johansson, H. J., McHugh, P., Pendlebury, A. J. and Wheeler III, W. A. (1994), Business Process Reengineering: BreakPoint Strategies for Market Dominance„ West Sussex: John Wiley & Sons Ltd. Johns, P. M. (1997), "Integrating Information Systems and health care", Logistics Information Management, vol. 10, no. 4, 140-145. Johnson, J. A. and Omachonu, V. K. (1995), "Total Quality Management as a health care corporate strategy", International Journal of Health Care Quality Assurance, vol. 8, no. 6, 23-28. Jones, C. R. (1994), "Improving your Key Business Processes", The TQM Magazine, vol. 6, no. 2, 25-29. Jonson, K. M. C. (1999), "New ways of organizing the realization of customer value - a new challenge for the twenty-first century", The TQM Magazine, vol. 11, no. 6, 445-449. Juhl, H. J., Kristensen, K., Kanji, a K. and Batley, T. W. (2000), "Quality management: a comparison of cultural differences", Total Quality Management, vol. 11, no, 1, 57-65. KAIZEN Institute (1998 - copyright), "Introduction to KAIZEN", (Introduction to KAIZEN),Available: wysiwyg://106/http://www.gembakaizen.com/rm01.html (Accessed: 1999, May 5). Kandampully, J. and Menguc, B. (2000), "Managerial practices to sustain service quality: an empirical investigation of New Zealand service firms", Marketing Intelligence & Planning, vol. 18, no. 4, 175-184. Karake, Z. A. (1994), "Relative Information Technology Index (RITI): IT Performance, Company Control and Governance", Logistics Information Management, vol. 7, no. 4, 6-14. Karake, Z. A. (1997), "Managing information resources and environmental turbulence", Information Management & Computer Security, vol. 5, no. 3, 93- 99. Karapetrovic, S. and Willborn, W. (1998), "The system's view for clarification of quality vocabulary", International Journal of Quality & Reliability Management, vol. 15, no, 1, 99-120. Kathawala, Y. and Motwani, J. G. (1994), "Implementing Quality Function Deployment", The TQM Magazine, vol. 6, no. 6, 31-37. Kenyon, D. A. (1997 - copyright), "Strategic Planning with Hoshin Process", (Quality Digest), Available: http://www.qualitydigest.com/may97/html/hoshin.html (Accessed: 1999, May 5). Kim, B. and Lee, S. M. (1996), "Logistics information's role within an IT systems architecture in a world-class organisation", Logistics Information Management, vol. 9, no. 3, 19-26. Kinnear, P. R. and Gray, C. D. (1997), SPSS For Windows Made Simple, Second, East Sussex: Psychology Press. Kirk, J. (2000), "Implementing TQM", Management Services, vol. 44, no. 9, 14-17. Kirkwood, J. and Batley, T. (1998), "Quality management in manufacturing companies - New Zealand experiences", Journal of New Zealand Organisation for Quality, vol. 13, no. 6, 7-10. Klein, H. K. and Myers, M. D. (1995), "The quality of interpretative research in information systems", (Report No. 89), University of Auckland, Auckland, New Zealand, May. Kock Jr, N. F., McQueen, R. J. and Corner, J. L. (1997), "The nature of data information and knowledge exchanges in business processes: implications for process improvement and organizational learning", The Learning Organization, vol. 4, no. 2, 70-80. Kohli, R., Kerns, B. and Forgionne, G. A. (1995), "The application of TQM in a hospital's casualty and pathology departments", International Journal of Quality & Reliability Management, vol. 12, no. 9, 57-75. Kondo, Y. (1998), "Hoshin kanri - a participative way of quality management in Japan", The TQM Magazine, vol. 10, no. 6, 425-431. Kondo, Y. (2000), "Innovation versus standardization", The TQM Magazine, vol. 12, no. 1, 6-10. Kraemer, K. L., Dedrick, J. and Yamashiro, S. (2000), "Refining and Extending the Business Model with Information Technology: Dell Computer Corporation", The Information Society, vol. 16, no. 1, 5-21. Kwok, K. Y. and Tummala, V. M. R. (1998), "A quality control and improvement system based on the total control methodology (TCM)", International Journal of Quality & Reliability Management, vol. 15, no. 1, 13-48. LaHay, C. W. and Noble, J. S. (1998), "A framework for business system and quality management integration", International Journal of Quality & Reliability Management, vol. 15, no. 6, 566-581. Lakhe, R. R. and Mohanty, R. P. (1994), "Total Quality Management: Concepts, Evolution and Acceptability in Developing Economies", International Journal of Quality & Reliability Management, vol. 11, no. 9, 9-33. Lakhe, R. R. and Mohanty, R. P. (1995), "Understanding TQM in service systems", International Journal of Quality & Reliability Management, vol. 12, no. 9, 139-153. Lam, S. S. K. (1995), "Quality management and job satisfaction", International Journal of Quality & Reliability Management, vol. 12, no. 4, 72-78. Laszlo, G. P. (1999a), "Implementing a quality management program - three Cs of success: commitment, culture, cost", The TQM Magazine, vol. 11, no. 4, 231- 237. Laszlo, G. P. (1999b), "Project management: a quality management approach", The TQM Magazine, vol. 11, no. 3, 157-160. Lau, H. C. and Idris, M. A. (2001), "The soft foundation of the critical success factors on TQM implementation in Malaysia", The TQM Magazine, vol. 13, no. 1, 51-60. Lau, R. S. M. and Anderson, C. A. (1998), "A three-dimensional perspective of total quality management", International Journal of Quality & Reliability Management, vol. 15, no. 1, 85-98. Lawler III, E. E., Mohrman, S. A. and Ledford, G. E. (1995), Creating High Performance Organisations: Practices and Results of Employee Involvement and Total Quality Management in Fortune 1000 Companies„ San Francisco, CA: Jossey-Bass Inc. Lee, R. G. and Dale, B. G. (1998), "Policy deployment: an examination of the theory", International Journal of Quality & Reliability Management, vol. 15, no. 5, 520-540. Lehmann, H. (1992), "Towards a Paradigm Shift in Information Technology Management?", Report No. 9, Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, April. Lesley and Munro-Faure, M. (1992), Implementing Total Quality Management, London: Pitman Publishing. Levary, R. R. (1997), "Re-engineering hospital emergency rooms: an information system approach", International Journal of Health Care Quality Assurance, vol. 10, no. 5, 179-191. Levitin, A. V. and Redman, T. C. (1998), "Data as a Resource: Properties, Implications, and Prescriptions", Sloan Management Review, vol. 40, no. 1, 89-101. Lockamy III, A. and Khurana, A. (1995), "Quality function deployment: total quality management for new product design", International Journal of Quality & Reliability Management, vol. 12, no o 6, 73-84. Loomba, A. P. S. and Spencer, M. S. (1997), "A model for institutionalizing TQM in a state government agency", International Journal of Quality & Reliability Management, vol. 14, no. 8, 753-767. Macaskill, A., "Industry Insight: Top 50", MIS New Zealand, Summer, (1997),10-66. Macaulay, S. and Clarkm, G. (1998), "Creating a customer-focused culture: some practical frameworks and tools", Managing Service Quality, vol. 8, no. 39 183-188. Macdonald, J. (1996), "TQM - does it always work? Some reasons for disappointment", Managing Service Quality, vol. 6, no. 5, 5-9. Magretta, J., "The Power of Virtual Integration: An Interview with DELL Computer's Michael Dell", Harvard Business Review, March-April, (1998), 73-84. Malhotra, Y. (2000), "From Information Management to Knowledge Management: Beyond the 'Hi-Tech Hidebound' Systems", (@brint.com: The BizTech Network),Available:http://www.brint.com/members/20120418/knowledgeman agement/ (Accessed: 2001). Malhotra, Y. (1994-2001 - copyright), "Virtual Corporations, Human Issues & Information Technology", (@brint.com: The BizTech Network), Available: http://www.brint.com/interview/astdint.htm (Accessed: 2001, April 4). Mann, R. and Kehoe, D. (1994), "An Evaluation of the Effects of Quality Improvement Activities on Business Performance", International Journal of Quality & Reliability Management, vol. 11, no. 4, 29-44. Mann, R. and Kehoe, D. (1995), "Factors affecting the implementation and success of TQM", International Journal of Quality & Reliability Management, vol. 12, no. 1, 11-23. Marchand, D. A., Kettinger, W. J. and Rollins, J. D. (2000), "Information Orientation: People, Technology and the Bottom Line", Sloan Management Review, vol. 41, no. 4, 69-80. Margavio, G. W., Fink, R. L. and Margavio, T. M. (1994), "Quality Improvement Using Capital Budgeting and Taguchi's Function", International Journal of Quality and Reliability Management, vol. 11, no. 6, 10-20. Marsden, N. (1998), "The use of hoshin kanri planning and deployment systems in the service sector: An exploration", Total Quality Management, vol. 9, no. 4/5, S 167-S 171. Martinez-Lorento, A. R., Dewhurst, F. and Dale, B. Go (1998), "Total quality management: origins and evolution of the term", The TQM Magazine, vol. 10, no. 5, 378-386. Mason, R. D., Lind, D. A. and Marchal, W. G. (1999), Statistical Techniques in Business and Economics, Tenth, Boston: Irwin / The McGraw-Hill Companies, Mau11, R. and Childe, S. (1994), "Business Process Re-engineering: An Example from the Banking Sector", International Journal of Service Industry Management, vol. 5, no. 3, 26-34. May, T. A. (1997), "The death of ROI: re-thinking IT value measurement", Information Management & Computer Security, vol. 5, no. 3, 90-92. McCampbell, A. S., Clare, L. M. and Gitters, S. H. (1999), "Knowledge management: the new challenge for the 21st century", Journal of Knowledge Management, vol. 3, no. 3, 172-179. McGoldrick, G. (1994), The Complete Quality Manual: A Blue print for Producing Your Own Quality System„ London: Pitman Publishing. McKay, A. and Randor, Z. (1998), "A characterization of a business process", International Journal of Operations & Production Management, vol. 18, no. 9/10, 924-936. McLaughlin, G. C. (1995), Total Quality in Research and Development„ Total Quality Series, Delray Beach, FL: St. Lucie Press. Mintzberg, H. (1999 - copyright), "Managing Quietly", (Leader to Leader, vol. Spring,no.12),Available:http://pfdf. org/leaderbooks/L2L/spring99/mintzberg.h tml (Accessed: 2000, November 4). Mohanty, R. P. and Sethi, B. P. (1996), "TQM - a comparative approach", Work Study, vol. 45, no. 1, 13-19. Mohanty, R. P. and Yadav, 0. P. (1994), "Linking the Quality and Productivity Movements", Work Study, vol. 43, no. 8, 21-22. Moores, B. (1996), "A glossary of terms encountered in quality and customer service", International Journal of Health Care Quality Assurance, vol. 9, no. 5, 24-36, Motawani, J., Klein, D. and Navitskas, S. (1999), "Striving toward continuous quality improvement: A case study of Saint Mary's Hospital", The Health Care Manager, vol. 18, no. 2, 33-40. Motwani, J., Kumar, A. and Cheng, C. H. (1996), "A roadmap to implementing ISO 9000", International Journal of Quality & Reliability Management, vol. 13, no. 1, 72-83. Motwani, J. G., Frahm, M. L. and Kathawala, Y. (1994a), "Achieving a competitive advantage through quality training", Training for Quality, vol. 2, no. 1, 35-40. Motwani, J. G., Frahm, M. L. and Kathawala, Y. (1994b), "Quality Training: The key to quality improvement", Training for Quality, vol. 2, no. 2, 7-12, Moynihan, T. (1990), "What Chief Executives and Senior Managers want from their IT Departments", MIS Quarterly, vol. 14, no, 1, 15-25. Muffatto, M. and. Panizzolo (1995), "A process-based view for customer satisfaction", International Journal of Quality & Reliability Management, vol. 12, no. 9, 154-169. Munro-Faure, L., Munro-Faure, M. and Bones, E. (1993), Achieving Quality Standards: A step-by-Step Guide to BS5750/IS09000„ London: Pitman Publishing. Narasimhan, T. R. and Trotter, E. (1999), "The Application of TQM Tools in a Strategic Business Plan", Center for Quality Management Journal, vol. 8, no. 3. NASA Langley Research Centre (1996, March 21 - last updated), "Design for Competitive Advantage", (NASA Langley Research Centre), Available: http://akaolarc.nasa.gov/dfc/toc.html (Accessed: 2001, June 11). Naumann, E., Jackson, D. W. J. and Rosenbaum, M. S. (2001), "How to Implement a Customer Satisfaction Program", Business Horizons, vol. 44, no. 1, 37-46. New Zealand Business Excellence Foundation (2001), "National Business Excellence Awards Programmes", (Welcome to the Business Excellence Foundation), Available: http://www.nzquality.org.nz/main/awards.asp (Accessed: 2001, February 20). New Zealand Business Excellence Foundation (2001), "Welcome to the Business Excellence Foundation", (New Zealand Business Excellence Foundation), Available: http://www.nzquality.org.nz/main/framework.asp (Accessed: 2001, February 20). New Zealand Financial Press (1997), The New Zealand Business Who's and Who,38th , Auckland: New Zealand Financial Press Ltd. New Zealand Management magazine, "1996 Top 200 Business Digs Deep in a Tough Year", New Zealand Management Magazine, December, (1996), 25-91, New Zealand Management magazine, "1999 Top 200", New Zealand Management Magazine, December, (1999), 29-79. New Zealand Organisation for Quality (1999-2001 - copyright), "Welcome to the New Zealand Organisation for Quality", (The New Zealand Organisation for Quality), Available: http://www.nzoq.org.nz/ (Accessed: 2001, June 8). Ngai, E. W. T. and Cheng, T. C. E. (1997), "Identifying potential barriers to total quality management using principal component analysis and correspondence analysis", International Journal of Quality & Reliability Management, vol. 14, no. 4, 391-408. Ngai, E. W. T. and Cheng, T. C. E. (1998), "A survey of applications of computerbased technologies in support of quality", International Journal of Quality & Reliability Management, vol. 15, no. 8/9, 827-843. Noronha, C. (1999), "Confirmation of a four-variable quality management model", Managerial Auditing Journal, vol. 14, no. 1/2, 12-19. Norusis, M. J. (1995), SPSS 6.1: Guide to Data Analysis, Second, New Jersey: Prentice-Hall, Inc.. Oakland, J. S. (1993), Total Quality Management: The route to improving performance, Second, Oxford: Butterworth-Heinemann Ltd. Orna, E. (1990), Practical information policies: How to manage information flow in organisations„ Hants: Gower Publishing Company Limited. Patel, A. (1995), "The long view of total quality management pays off", International Journal of Quality & Reliability Management, vol. 12, no. 7, 75-87. Patterson, T. F. (1995 - copyright), "TQM in Extension's Crystal Ball", (Journal of Extension, vol.33,no.2),Available:gopher://wissago.uwex.edu/00/joe/1995april/ a3 (Accessed: 1996, September 3). Pegels, C. C. (1994), "Total Quality Management Defined in Terms of Reported Practice", International Journal of Quality & Reliability Management, vol. 11, no. 5, 6-18. Perry, M. (1997), "The Baldrige quality competition in New Zealand: a critical assessment", International Journal of Quality Services, vol. 2, no. 2, 70-86. Pescod, W. D. T. (1994), "Effective Use of a Common Problem-solving Process as an Integral Part of TQM", International Journal of Health Care Quality Assurance, vol. 7, no. 7, 10-13. Peters, D. (1984), "Formal Information Systems: A survey of attitudes", (Report No. 15), University of Auckland, Auckland, New Zealand, December. Peters, D. (1995), "Redefining Business Scope with IT: a Case Study", (Report No. 90), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, Peters, J. (1994), "Operationalizing Total Quality: A Business Process Approach", The TQM Magazine, vol. 6, no. 4, 29-33. Philips, M., Sander, P. and Govers, C. (1994), "Policy formulation by use of QFD techniques: a case study", International Journal of Quality & Reliability Management, vol. 11, no. 5, 46-58. Prahalad, C. K. and Krishnan, M. S. (1999), "The New Meaning of Quality in the Information Age", Harvard Business Review, vol. 77, no. 5, 109-118. Pun, K. F., Chin, K, S. and Lau, H. (2000), "A QFD/Hoshin approach for service quality deployment: a case study", Managing Service Quality, vol. 10, no. 3, 156-169. Radovilsky, Z. D., Gotcher, W. and Slattsveen, S. (1996), "Implementing total quality management", International Journal of Quality & Reliability Management, vol. 13, no. 1, 10-23. Raggad, B. G. (1997), "Information systems concepts: a guide for executives", Logistics Information Management, vol. 10, no. 4, 146-153. Regan, S. and Dale, B. G. (1999), "Survival to success: the case of RHP Bearings, Blackburn", The TQM Magazine, vol. 11, no. 1, 22-28. Reich, B. H. and Benbasat, I. (2000), "Factors that Influence the Social Dimension of Alignment between Business and Information Technology Objectives", MIS Quarterly, vol. 24, no. 1, 81-113. Rhyne, L. (1996), "Product development in the late stages of a technology life cycle: lessons from the America's Cup 1995", Journal of Product & Brand Management, vol. 5, no. 2, 55-67. Roberts, M. and Wood, M. (1997), "The use of computerised information systems to gain strategic competitive advantage: the case of a start-up manufacturing company", Logistics Information Management, vol. 10, no. 4, 178-183. Rogers, R. E. (1996), Implementation of Total Quality Management: A Comprehensive Training Guide, Binghamton: International Business Press. Ross, J. E. (1995), Total Quality Management Text, Cases and Readings, Second , Delray Beach, Fl: St. Lucie Press. Rucci, A. J., Kim, S. P. and Quinn, R. T., "The Employee Customer-Profit Chain at Sears", Harvard Business Review, January-February, (1998), 83-97. Sallis, P., Tate, G. and MacDonell, S. (1995), Software Engineering: Practice, Management, Improvement„ Sydney: Addison-Wesley Publishing Company. Schonberger, R. J. (1994), "Total Quality: Teamsmanship over Leadership", Benchmarking for Quality Management & Technology, vol. 1, no. 1, 38-47. Seaker, R. and Waller, M. A. (1996), "Brainstorming: The common thread in TQM, empowerment, re-engineering and continuous improvement", International Journal of Quality & Reliability Management, vol. 13, no. 1, 24-31. Segars, A. H. and Grover, V. (1998), "Strategic Information Systems Planning Success: An Investigation of the Construct and its Measurement", MIS Quarterly, vol. 22, no. 2, 139-163. Sinclair, J. and Collins, D. (1994), "Towards a Quality Culture?", International Journal of Quality & Reliability Management, vol. 11, no. 5, 19-29. Sohal, A. S., Moss, S. and Ng, L. (2001), "Comparing IT success in manufacturing and service industries", International Journal of Operations & Production Management, vol. 21, no. 1/2, 30-45. Soteriou, A. C. and Stavrinides, Y. (1997), "An internal customer service quality data envelopment analysis model for bank branches", International Journal of Operations & Production Management, vol. 17, no. 8, 780-789. Sriparavatu, L. and Gupta, T, (1997), "An empirical study of just-in-time and total quality management principles implementation in manufacturing firms in USA", International Management of Operations & Production Management, vol. 17, no. 12, 1215-1232. Stahl, M. J. and Grigsby, D. W. (1997), Strategic Management, Total Quality and Global Competition„ Cambridge, Massachusetts: Blackwell Publishers Inc. Stylianou, A. C. and Kumar, R. L. (2000), "An Integrative Framework for IS Quality Management", Communications of the ACM, vol. 43, no. 9, 99-104. Sullivan-Taylor, B. and Wilson, M. (1996), "TQM implementation in New Zealand service organisations", The TQM Magazine, vol. 8, no. 5, 56-64. Suzik, H. A. (1999), "Solectron tells its tale", Quality, vol. 38, no. 5, 53-59. Tan, F. (1995), "Top Management Support and the Role of Information Technology in New Zealand Organisations: A Survey", (Reprot No. 88), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, April. Tan, F. and Peters, D. (1993), "How Important is IT Infrastructure? Senior Management's Views", (Report No, 53), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, August. Tan, F. B. (1994a), "Linking Information Technology to Business Strategy: an Empirical Study", (Report No. 82), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, September. Tan, F. B. (1994b), "Senior Management Leadership and Attitude in the Alignment of Information Technology and Organisational Strategy: a New Zealand Perspective.", (Report No. 83), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, September. Tan, F. B. (1994c), "Strategic Orientation, Information Technology and Performance", (Report No. 84), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, November. Tan, F. B. (1996a), "Information Technology In New Zealand: Recent Developments", (Report No. ill), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, July. Tan, F. B. (1996b), "The Relationship between Business Strategy and Information Technology: Toward an Explanatory Model", (Report No. 104), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, April. Tan, P. K. L. (1997), "An evaluation of TQM and the techniques for successful implementation", Training for Quality, vol. 5, no. 4, 150-159. Tegginmath, S. (1993), "Strategic Information Systems Planning, Industry Type and Success: A Study of Top Management in New Zealand", (Report No. 39 ), Department of Management Science and Information Systems, University of Auckland, Auckland, New Zealand, March, Terzziovski, M. and Smason, D. (2000), "The effect of company size on the relationship between TQM strategy and organisational performance", The TQM Magazine, vol. 12, no. 2, 144-148, The Baldrige National Quality Program (2000 - copyright), "2001 Criteria for Performance Excellence", (The Malcolm Baldrige National Quality Award), Available: http://www.quality.nist.gov/2001_Criteria.pdf. htm (Accessed: 2001, February). The National Institute of Standards and Technology (NIST) (2000 - copyright), "The Malcolm Baldrige National Quality Award Programme", (National Institute of Standards and Technology), Available: http://www.nist.gov/ (Accessed: 2001). Thiagarajan, T. and Zairi, M. (1997 I), "A review of total quality management in practice: understanding the fundamentals through examples of best practice applications I", The TQM Magazine, vol. 9, no. 4, 270-286. Thiagarajan, T. and Zairi, M. (1997 II), "A review of total quality management in practice: understanding the fundamentals through examples of best practice applications II", The TQM Magazine, vol. 9, no. 5, 344-356. Thiagarajan, T. and Zairi, M. (1997 III), "A review of total quality management in practice: understanding the fundamentals through examples of best practice applications HI", The TQM Magazine, vol. 9, no. 6, 414-417. Thompson, J. L. (1997), Strategic Management: Awareness and Change, Third, London: International Thomson Business Press. Thomson, E. L. and Thomson, S. C. (1995), "Quality issues in nine New Zealand hotels: a research study", The TQM Magazine, vol. 7, no. 5, 16-20. Total Quality Engineering (2000a - copyright), "Hoshin Planning for Windows", (Total Quality Engineering), Available: http://www.tqe.com/hoshinsw.html (Accessed: 2001, April 21), Total Quality Engineering (2000b - copyright), Web Hoshin", (Total Quality Engineering), Available: http://www.tqe.com/webhoshin.html (Accessed: 2001, April 21). V akola, M. and Rezgui, Y. (2000), "Critique of existing business process reengineering methodologies: The development and implementation of a new methodology", Business Process Management, vol. 6, no. 3, 238-250. Venkatraman, N. and Henderson, J. C. (1998), "Real Strategies for Virtual Organizing", Sloan Management Review, vol. 40, no. 1, 33-48. Vermeulen, W. (1997), "Cultural change: crucial for the implementation of TQM", Training for Quality, vol. 5, no. 1, 40-45. Vlahos, G. E. and T. W. Ferratt (1995). "Information technology use by managers in Greece to support decision making: amount, perceived value and satisfaction." Information & Management, no. 29: 305-315. Wang, R. Y., Lee, Y. W. and Strong, D. M. (1998), "Manage Your Information as a Product", Sloan Management Review, vol. 39, no. 4, 95-105. Ward, J. and Griffiths (1996), Strategic Planning for Information Systems, 2nd, West Sussex: John Wiley & Sons Ltd. Weeks, B., Helms, M. M. and Ettkin, L. P. (1995), "Is your organisation ready for TQM? An assessment methodology", The TQM Magazine, vol. 7, no. 5, 43- 49. Westbrook, R. (1995), "Organizing for total quality: Case research from Japan", International Journal of Quality & Reliability Management, vol. 12, no. 4, 8- 25. Wiele, A. v. d., Williams, A. R. T., Dale, B. G., Carter, G., Kolb, F., Luzon, D. M., Schmidt, A. and Wallace, M. (1996), "Quality Management Self-Assessment: An Examination in European Business", Journal of General Management, vol. 22, no. 1. Wiele, A. v. d., Williams, A. R. T., Dale, B. G., Carter, G., Kolb, F., Luzon, D. M., Schmidt, A. and Wallace, M. (1996), "Self-assessment: A study of progress in Europe's leading organizations in quality management practices", International Journal of Quality & Reliability Management, vol. 13, no. 1, 84-104. Wilkinson, A., Redman, T., Snape, E. and Marchington, M. (1998), Managing with Total Quality Management, London: Macmillan Press Ltd. Wilkinson, A. and Willmott, H. (1996), "Quality management, problems and pitfalls: a critical perspective", International Journal of Quality & Reliability Management, vol. 13, no. 2, 55-65. Wilkinson, G. and Dale, B. G. (1999), "Integrated management systems: an examination of the concept and theory", The TQM Magazine, vol. 11, no, 2, 95-104. Witcher, B. and Butterworth, R. (1999), "Hoshin Kanri: How Zerox manages", Long Range Planning, vol. 32, no. 3, 323-332. Woodall, J., Rebuck, D. K. and Voehl, F. (1997), Total Quality in Information Systems and Technology, Total Quality Series, Delray Beach, FL: St. Lucie Press. Youssef, M. A. (1994), "The Impact of the Intensity Level of Computer-based Technologies on Quality", International Journal of Operations & Production Management, vol. 14, no. 4, 4-25. Yung, W. K. C. (1997), "The values of TQM in the revised ISO 9000 quality system", International Journal of Operations & Production Management, vol. 17, no, 2, 221-230. Yusof, S. r. M. and Aspinwall, E. (2000), "A conceptual framework for TQM implementation for SMEs", The TQM Magazine, vol. 12, no. 1, 31-36. Zairi, M. (1999), "Managing excellence: policy and strategy", The TQM Magazine, vol. 11, no. 2, 74-79. Zairi, M. and Youssef, M. A. (1995), "Quality function deployment: A main pillar for successful total quality management and product development", International Journal of Quality & Reliability Management, vol. 12, no. 6, 9-23. Zeffane, R. (1994). "The influence of computer usage on employees and managers' satisfaction: findings from the Australian telecommunications." Human Systems Management, no. 13: 269-282.en_NZ
 Find in your library

Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item is not available in full-text via OUR Archive.

If you would like to read this item, please apply for an inter-library loan from the University of Otago via your local library.

If you are the author of this item, please contact us if you wish to discuss making the full text publicly available.

This item appears in the following Collection(s)

Show simple item record