Role conflict in information systems personnel: a TQM perspective

This study examines the extent to which Total Quality Management (TQM) practices (i.e., leadership, strategic planning, customer focus, human resource focus, process management and information analysis) are associated with the role conflict of Information Systems (IS) personnel in Malaysia. The empirical data were collected from 237 IS personnel from both manufacturing and service firms in Malaysia. To our knowledge, this is the first empirical study of IS personnel which presents the formation of a theoretically based model which integrates the elements of TQM with role conflict. Using multiple regression analysis, process management and information analysis were found to have negative relationships with role conflict. Human resource focus was reported to have a positive relationship with role conflict. The findings indicate that the firms might gain by focusing on the enhancement of the process management and efficient use of information analysis in order to reduce the unpleasant role conflict of IS personnel. However, firms are encouraged to look for ways to reduce the pressure of human resource focus on role conflict. The proposed model is useful for practical usage by organizational administrators and managers to attain a better understanding of different dimensions of TQM in relation to role conflict of employees.