A STUDY ON ORGANISATIONAL EFFECTIVENESS AS INCLUSIVE TECHNOLOGY FOR SUSTAINABILITY IN SERVICE ORGANIZATIONS IN INDIA

This study focusses on the literature survey and identifying the research gap to frame the objectives of the study, formulate the hypotheses and pursue the research study. In todays globalize economy; competition is becoming even more intense. Many companies are trying very hard not only to satisfy their customer’s needs, but where possible, excel them. This can only be achieved through cost reduction, improvement in product performance, increased customer satisfaction and a constant effort towards world class organizations. In order for companies to survive and grow in the future, it is essential that they deliver high quality goods and services. Those that can deliver quality are the ones that will prosper in the next century (Ross, 1994) (1). Companies actually compete on three major issues; Quality, Price and Delivery. However, companies choosing the low cost approach may find themselves losing premium business to competitors while retaining the low-margin business in the long term (Victor, 1995).(2) Many companies have become aware of the need to make quality as the competitive marketing strategy in a global market. Large companies for instance, have started to implement total quality initiative in their products and services. The increasing acceptance of Total Quality Management (TQM) as a philosophy of management and a way of company life has taken place for almost three decades. Many companies understand that TQM is necessary for them to remain competitive, retaining their market share and to be able to respond to changing competitive demand in today business world. Based on some studies (Ross, 1994,(1) Ghobahdian, (1995) (3), Ahire et al., (1996)(4),Gulbro et al., (2000)(5), not all companies are able to implement TQM successfully. This is because it requires a different implementation approach to cater for the varying needs of the industries in order for effective implementation. Software industries have been slow in adopting TQM when compared to manufacturing companies which necessitated to pursue this thesis. Their involvement has focused primarily on ISO 9000 certification, and very few had advanced beyond that (Yusof, 2000) (6). Therefore, the identification of critical success factors for successful implementation as well as the problems faced by Software Industries in implementing TQM are an important area to be understood. The value of this research is one of the primary steps towards reaching the needs of Indian Software Industries that are trying to implement TQM in their business. With a better understanding of this issues, it can be a groundwork for the development of an appropriate TQM framework for practical implementation by the Software Industries