The impact of TQM and information communication technology (ICT) as an enabler in the quality management assessment framework (QMAF)on business outcomes

The purpose of this study is to appraise a quality management assessment framework model and establishes causal relationships between the various constructs in the model in order to determine optimum pathways in achieving business outcomes including information and communication technology (ICT) element as one of the constructs. We carried out an empirical study of small, medium and large manufacturing organisations in the Western Sydney Region of New South Wales, Australia. The structural equation model recursive path analysis results of the model provide empirical evidence that establish the pathways through the various constructs considered in the model. All these pathways ultimately lead to delivering optimum business outcomes. Further, ICT as an enabler is confirmed as it is found to have direct one-to-one influence on all the constructs of the model including business outcomes. The research findings enabled developing important and practical guidelines for managers engaged in planning and management of quality.