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1、DifferingrolesofInformationTechnology(IT)betweenTotalQualityManagement(TQM)andInformationSystem(IS)basedorganisations:UsingaccountabilityasanexplanationKateHoMScTechnologyManagementTuesday,25November2003CourseworkforConceptsandInterpretationsofInformati
2、onSystemsIntroductionAccountabilityisoneofthecoreconceptswithinorganisations.Itlinkscontrolsystems,decision-makingandorganisationstructuretogether.Howaccountabilityisassigneddetermineswhetheremployeesfeelempoweredorde-humanized.Toexplorethedebatebetween
3、TotalQualityManagement(TQM)andInformationSystems(IS),wechosetoexploreaccountabilitywithinbothoftheseprocesses.WewillarguethatInformationTechnologieshaveacompletelydifferentrolebetweenTQMandISsystems.Thisisaresultofthedifferenttypesofaccountabilitystruct
4、uresthatexistswithinTQMandIS.Ourargumentwillbeformedasfollowed.WewilldemonstratewhyIShasindividualaccountabilitywhichlendsitselftoamoreaggressive,controllingandmeasuringrolefromIT.TQM,ontheotherhand,hasgroupaccountabilityandlackindividualaccountability,
5、thisiswhyITonlyplaysasupportive,informationsharingrolewithinorganizations.Wewillconcludewithhowthesetwoprocessesco-existwithineachotherthroughonetakingamoresupportiveroletocomplementtheother.WebeginbyestablishingdefinitionsofTQM,IS,ITandaccountability.D
6、efinitionofTQMTherearemanydefinitionsofTQM,however,theyallhavethesamemainattributes.ForexampleMattaetal.(2001)defineitasninedimensions:•leadership;•strategicplanningprocess;•outputqualityassurance;•supplierqualityassurance;•importantinnovations;•informa
7、tionandanalysis;•humanresourceutilization;•customersatisfaction;•qualityresults.This,forourpurposesprovidesacomprehensiveenoughdefinitionofTQM.DefinitionsofISandITItisrathercriticaltodecoupletheideaofISandIT.Thetwotermsareusedinterchangeablyinliterature
8、.However,inthisessay,wewillconsiderthemastwoseparateentities.“Anintegratedframeworkportraysinformationsystemsasbeingcomposedofmanagement,organisationandtechnologyelements.”LaudonandLaudon(1994)“InformationTechnologyconsistsofmany
