search query: @author Repenning, N. P. / total: 6
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| Author: | Sterman, J. D. Repenning, N. P. Kofman, F. |
| Title: | Unanticipated side effects of successful quality programs: Exploring a paradox of organizational improvement |
| Journal: | Management Science
1997 : FEB, VOL. 43:4, p. 503-521 |
| Index terms: | ORGANIZATIONAL BEHAVIOUR QUALITY SYSTEM DYNAMICS TOTAL QUALITY MANAGEMENT |
| Language: | eng |
| Abstract: | Analog's top quality management (TQM) experience appears paradoxical because significant improvements in quality were followed by deterioration in financial results. The resolution of the paradox is the recognition that the link between successful improvement and financial results is more complex than the belief that financial benefits must soon follow successful process improvement. Improvement programs are coupled with the other activities of the firm along with its competitors, customers and financial markets. A core result of the model is the unbalanced impact of improvement activity on different parts of the organization. Demand generating activities like customer-needs assessment, new product development and reorientation of product mix and distribution strategy have high complexity and slow improvement rates. |
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