Title: TQM in a virtual organisation: issues and strategies

Authors: Nazim U. Ahmed, Sushil K. Sharma

Addresses: Department of Information Systems and Operations Management, Ball State University, Muncie, IN 47306, USA. ' Department of Information Systems and Operations Management, Ball State University, Muncie, IN 47306, USA

Abstract: A Virtual Organisation (VO) is a collection of several independent companies connected together by Information and Communication Technologies (ICT) to provide products and services to the customer. With the availability and ubiquitousness of ICT the concept of VO is a reality. Achieving customer satisfaction in a VO environment is complex. Total Quality Management (TQM) is recognised as a philosophy focusing on customer satisfaction through continuous improvement and employee involvement. The traditional TQM implementation model is based on the notion that all the major organisational function is performed within the confinement of a single company. This paradigm is not valid for a VO and implementing TQM in a VO is apparently much more complex. This research efforts investigates the complex issues for TQM implementation in a VO.

Keywords: virtual organisations; VOs; total quality management; TQM implementation; virtual enterprises; development; ICT; customer satisfaction; continuous improvement; employee involvement.

DOI: 10.1504/IJMED.2008.019082

International Journal of Management and Enterprise Development, 2008 Vol.5 No.5, pp.541 - 553

Published online: 28 Jun 2008 *

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