Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/42830
Title: TQM in IS?: The case of a government agency in Singapore
Authors: Tan, H.-P. 
Tan, M.T.K.
Lee, N.-J.
Keywords: Business value of IT
Information systems (IS)
Leadership
Total quality management (TQM)
Issue Date: 2007
Source: Tan, H.-P.,Tan, M.T.K.,Lee, N.-J. (2007). TQM in IS?: The case of a government agency in Singapore. Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights 4 : 2804-2812. ScholarBank@NUS Repository.
Abstract: In recent years, there has been an increasing push into electronic services by governments worldwide. In turn, this has new implications for the information systems (IS) functions residing within various government authorities and agencies. In particular, such government bodies are now very concerned about their IS related budget justifications and the associated quality of public services provided. Based on the literature, we begin our study by exploring the implementation of Total Quality Management (TQM) initiatives within a major government agency in Singapore. By analyzing the empirical data collected, we assess the project implementation impact of established TQM concepts on the longitudinal process of realizing the business value of IT. In particular, we discover the importance of multi-level leadership in facilitating the successful implementation of such TQM initiatives. We conclude with a proposed conceptual framework to guide future research in this area and with implications for practitioners.
Source Title: Association for Information Systems - 13th Americas Conference on Information Systems, AMCIS 2007: Reaching New Heights
URI: http://scholarbank.nus.edu.sg/handle/10635/42830
ISBN: 9781604233810
Appears in Collections:Staff Publications

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