TISIT: a model for integrating TQM with software and information technologies

Purpose – A model called TQM integrated with software and information technologies (TISIT), that integrates the TQM foundations with software and information technologies, is proposed in this paper. The organisations are enabled to reduce or eliminate the gaps, which are created due to customer expectations and actual deliveries by this model.Design/methodology/approach – The experience of conducting six case studies, an exploratory study, and literature studies were conglomerated to design a model called TISIT.Findings – The TISIT model is capable of eliminating or at least reducing the perception, understanding, design, process and operations gaps which have emerged in today's organisations due to global competition.Research limitations/implications – Despite its capability in bridging the gaps, the TISIT model is yet to be tested against the factors, namely amount of investment needed, skill of the human resources, and their outcome on the profitability of the companies.Originality/value – Some researc...