Abstract:

Quality management has been applied to improve IS/IT quality performance and to increase customer satisfaction. This study has been carried out in order to investigate the quality management practices employed in the IS/IT department in the Saudi Arabian private organizations. Twelve Saudi Arabian private organizations that hold ISO9000:2000 participated in the interviews. The results suggested that there were lack of recruitment and retention, reward and recognition, training and education, process management, measurement, continuous improvement, and customer focus.