The rhetoric and reality of total quality management.
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, I follow the social construction of TQM i...
| Publicado en: | Administrative Science Quarterly Vol. 43; no. 3; pp. 602 - 637 |
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| Formato: | Artículo |
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Administrative Science Quarterly
September 1998
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=507665044&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 507665044 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00018392 ASQ jtl: Administrative Science Quarterly issn: 00018392 maglogo: N pubinfo: dt: September 1998 vid: 43 iid: 3 pid: 224 pub: Administrative Science Quarterly artinfo: ui: 507665044 10.2307/2393677 ppf: 602 ppct: 35 formats: fmt: – @attributes: type: T – @attributes: type: C – @attributes: type: P size: 1.9MB tig: atl: The rhetoric and reality of total quality management. aug: au: Zbaracki, Mark J. su: Total quality management Organizational communication Organizational change Communication in personnel management sug: subj: Total quality management Organizational communication Organizational change Communication in personnel management ab: 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, I follow 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. Consequently, the discourse on TQM develops an overly optimistic view of TQM. The models demonstrate how individual actions and discourse shape TQM and fuel institutional forces. Reprinted by permission of the publisher. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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