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Article in International Journal of Quality amp; Reliability Management · June 1999
DOI: 10.1108/02656719910249333
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Angel R. Martiacute;nez-Lorente
Universidad Politeacute;cnica de Cartagena
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Angel R. Martiacute;nez Lorente Assistant professor
Assistant professor of the Department of Economia de la Empresa, University of Murcia, Spain.
- R. Martinez earned a doctorate in economics and business sciences from the University of Murcia. He has 7 years teaching experience in financial and operations management.
E-mail: arml@plc.um.es
Frank Dewhurst
Lecturer in Operational Research and Quantitative Methods Director of IT
Manchester School of Management, UMIST E-mail: Frank.Dewhurst@umist.ac.uk
Frank Dewhurst has over 20 years teaching experience in QM and OR. He also has substantial consultancy experience with external bodies and companies.
Barrie G. Dale
United Utilities Professor of Quality Management at the University of Manchester Institute of Science and Technology. Academic of the International Academy of Quality.
- G. Dale has written seven books on TQM and published over 280 papers on the subject. He is Editor of The International Journal of Qualtiy amp; Reliability Management.
E-mail: Barrie.Dale@umist.ac.uk
摘要
本文探讨了信息技术(IT)与全面质量管理（TQM）的关系。对TQM的一些维度进行了审查，包括客户和供应商关系、员工管理、流程管理和质量数据及报告。重点是就IT作为工作流程的代理或启用机制而言，IT对TQM干预的影响取决于IT应用程序的类型。本文还讨论了IT对过程设计和控制的影响，以及质量专业人员需要做些什么来保证质量，并提出了一些建议。
关键词：信息技术，全面质量管理，维度，应用类型。
导言
信息技术(IT)对公司的重要性日益增加，其对全球贸易的影响正在被广泛感受到(Mahan and Gotlieb, 1992 Chandler, 1998)。人们普遍认为，信息技术正在迅速成为提高生产力和降低成本的最重要因素(Kagan, 1994; McFarlan, 1984; Parsons, 1983; Weston, 1993),尽管Mahmood和Mann（1993年） 和Willcocks和Lester（1997年）等作家指出，现有的研究显示出相互矛盾的结果。 洛夫曼（1994），鲍威尔和Dent-Micallef（1997）和Strassmann（1997） 发现IT对生产力或竞争优势没有显著影响，而Kelley（1994）发
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