| Tekijä: | Zbaracki, M. |
| Otsikko: | The rhetoric and reality of total quality management |
| Lehti: | Administrative Science Quarterly
1998 : SEP, VOL. 43:3, p. 602-636 |
| Asiasana: | TOTAL QUALITY MANAGEMENT MODELS SUCCESS |
| Kieli: | eng |
| Tiivistelmä: | This article induces a model of the evolving rhetoric and reality of total quality management (TQM) in five organizations to show how institutional forces can distort the technical reality of TQM. Using interviews, organizational documents and observation, the author follows the social construction of TQM in these organizations to trace the relationship between the technical practices and rhetoric of TQM. The model shows that managers consume a rhetoric of success about TQM, use that rhetoric to develop their TQM program, and then filter their experiences to present their own rhetoric of success. |
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