THE ROLE OF IT IN TOTAL QUALITY MANAGEMENT

UDREA ROXANA MARIA
GROUP:136
AFFILIATION: ACADEMY OF ECONOMIC STUDY OF BUCHAREST, ROMANIA

Change for the better

Abstract
The aim of this study is to demonstrate, using a theoretical model, how a company should address the concept of Total Quality Management in order to reach business excellence and customer satisfaction.
Nowadays, economists confront with a large amount of factors that make the existence of a company in the market much more difficult. In today’s competitive marketing environment, organizations try all possible efforts to promote their brand, to attract customer’s attention and to determine them to effect purchase decisions.
As a whole this paper offers a framework of management quality coupled with information technology that together enable a company to increase productivity, in order to attract the customer’s attention and to encourage the buying behavior.
Process change has become the main concern of today’s companies, and applying the right strategy in order to achieve change has become more and more important. The following research will highlight how TQM strategy together with information technology have been implemented in the L’Oreal company, and the achievements that the latter had after adopting such strategy.
Keywords: TQM, information technology, competitive environment, customer satisfaction, strategy.
Introduction
Implementing TQM in a company may be seen like a new solution that companies adopt in order to face this so called “ quality revolution”. Tough it may seem that many companies have not adequately defined what they are trying to do, and give to the concept of “continuous improvement” a totally different definition or understanding. In order to have a complete understanding of this concept, we concentrated our attention on how an integrated management solution can