Abstract

This paper presents a conceptual model for describing the role of information systems in a Total Quality Management (TQM) organization and contrasts it with one for a traditional business firm. The model, based on systems theory, provides a framework for understanding the principles of TQM and their effects on information systems (IS). This paper suggests that TQM introduces changes in the firm’s feedback loop and creates new requirements for the IS function. The TQM system model is also used for analyzing and comparing TQM with business reengineering.