TQM in a virtual organisation: issues and strategies

A Virtual Organisation (VO) is a collection of several independent companies connected together by Information and Communication Technologies (ICT) to provide products and services to the customer. With the availability and ubiquitousness of ICT the concept of VO is a reality. Achieving customer satisfaction in a VO environment is complex. Total Quality Management (TQM) is recognised as a philosophy focusing on customer satisfaction through continuous improvement and employee involvement. The traditional TQM implementation model is based on the notion that all the major organisational function is performed within the confinement of a single company. This paradigm is not valid for a VO and implementing TQM in a VO is apparently much more complex. This research efforts investigates the complex issues for TQM implementation in a VO.