haku: @journal_id 1374 / yhteensä: 22
viite: 8 / 22
| Tekijä: | Gijsbers, E.J. Romme, A.G.L. |
| Otsikko: | ISO-certificatie als opstap naar TQM? Invoering van kwaliteitsmanagement vanuit systeemdynamisch gezichtspunt. |
| Lehti: | M&O: Tijdschrift voor Organisatiekunde en Sociaal Beleid
1996 : SEP-OCT, VOL. 50:5, p. 374-395 |
| Asiasana: | QUALITY ASSURANCE QUALITY CONTROL TOTAL QUALITY MANAGEMENT CASE STUDIES SERVICE INDUSTRIES |
| Kieli: | dut |
| Tiivistelmä: | Why do many attempts to introduce quality systems, particularly in the form of systems based on ISO-norms, fail to produce the intended results? This article describes a study in which this question was tackled by means of an ethnographic case study of a large Dutch company in the service sector. This study suggests the implementation of quality management systems is a complex and dynamic process, characterized by at least three dilemma's: intrinsic versus extrinsic motivation, empowerment versus topdown control, and line management versus temporary projectteams. |
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