The Potential of quality information systems for Eastern European economic, technologic, and managerial leverage

ENThis study examines the role of quality management information systems in Lithuania for global competitiveness. It identifies two strong relationships - first between the increase in exporting and the increase in the importance of quality, and the second between the sophistication of the information system being used by the organization to manage quality and that organization's level of global success through acceptance of their goods. Through these two relationships four-levels of quality management systems and their implementation in business surface: (1) quality through compliance paper system; (2) quality through compliance automation (basic); (3) quality through strategic information technology (intermediate); and (4) quality through TQM/expert systems (advanced). To explore these four levels case studies of four businesses are presented (one corresponding to each level) for a progressive look at these advantages each produces through information systems for global competitiveness. The first two cases are of Eastern European businesses (conducted through primary research onsite) and the last two are US businesses (taken from secondary research and published materials). For the first level of paper compliance, AON Consulting from Lithuania shows how a branch office of a global company with established procedures may not have all the quality technology transferred that it requires. At the second level of basic automation is Hansabanka from Latvia. Although a financial institution with technology such as ATM's, Internet banking etc., its quality program is informal and strictly at a Quality Control level with isolated systems. United Parcel Service from the U.S. serves as a model of the 3rd level—strategic quality systems with its customer information accessibility and e-commerce implementation. Ford Motor Company also from the U.S. rounds out the foursome at the topmost level with its C3P Expert System for quality management.