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Quality management and e-commerce: the role of codes of conduct governing the use of technology

Iles, Jennifer and Healy, Mike (2004) Quality management and e-commerce: the role of codes of conduct governing the use of technology. TQM Magazine, 16 (5). pp. 354-358. ISSN 0954-478X

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Official URL: http://dx.doi.org/10.1108/09544780410551296

Abstract

Discussion of the relationship between TQM and information and communications technology (ICT) normally focuses either on technological issues, or on the role of ICT in enabling the achievement of quality goals by means of business process re-engineering. Less attention has been paid to the effects that the increased utilisation of ICT is having on management style, and on the quality of relationships. This paper reports on research undertaken into the development, implementation and enforcement of codes of conduct designed to govern employees' use of ICT. A study of 125 London-based employers found that, although such codes had been introduced in nearly three-quarters of the organisations, the majority failed to address a key issue of concern to customers' privacy of personal data. Furthermore, the codes themselves were seen to have little influence on the behaviour of employees. The reasons for this are discussed within a TQM framework, and suggestions made as to how compliance might be improved in future.

Item Type:Article
Uncontrolled Keywords:Electronic commerce, ethics, organizational culture, total quality management, United Kingdom
Research Community:University of Westminster > Westminster Business School
ID Code:2594
Deposited On:01 Nov 2006
Last Modified:11 Aug 2010 15:31

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