Assessing Relationships between Knowledge Management, Total Quality, and ICT According to an Improvement Logic

Abstract

The present article suggests assessing the relationships between three fundamental managerial practices, namely, total quality management (TQM), knowledge management (KM), and information and communication technologies (ICT). The idea is to analyze such links at several levels, i.e., theoretical, practical, and empirical levels. It attempts to answer the following question: how are the relations between TQM, KM, and ICT shaped? The aim is to examine the presumed relationships based on the main hypothesis suggesting the existence of a reciprocal relationship between TQM and KM moderated by the impact of ICT. Qualitative exploratory research is conducted using action research based on abductive reasoning. Data collection methods combine primary sources (semi-structured interviews and participative observation) and secondary sources (documents, reports, quality manuals, audit reporting …); the method of content analysis is used. Literature review highlights the existence of interrelationships between KM, TQM, and ICT in a plan-do-check-act (PDCA) cycle yielding to the formalization of a conceptual model. The findings of the case study show that such relationships are still in an embryonic phase gaining further maturity through “common sense” and “enactment”. The study presents several theoretical, methodological, and managerial implications.

Keywords: TQM, KM, ICT, ISO, Case Study

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