| Tekijä: | Dooley, K. Flor, R. |
| Otsikko: | Perceptions of success and failure in TQM initiatives |
| Lehti: | Journal of Quality Management
1998 : VOL. 3:2, p. 157-174 |
| Asiasana: | TOTAL QUALITY MANAGEMENT SUCCESS MANAGEMENT |
| Kieli: | eng |
| Tiivistelmä: | Total quality management (TQM) initiatives are perceived to have had varying degrees of success over the past several years. The authors propose a model that helps explain why TQM initiatives are perceived to have succeeded or failed. The model revolves around the gap between perceived and expected results -- the more perceived results match or exceed expected results, the more positive perceptions become. Perceived results are related to the effectiveness of TQM implementation, modified by observer bias due to limited rationality. |
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