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A New Look at Factors Influencing TQM Failure: Work Process Control or Workforce Control?

By Ebrahim Soltani, Pei-Chun Lai and Paul A. Phillips


By drawing on multi-case data, there is some evidence to suggest that TQM effectiveness can be viewed as a direct function of the controlling mechanisms that senior managers created prior to TQM implementation. More importantly, control tools of TQM were not used by non-managerial employees with which they could reduce variability or achieve uniformity, rather they were regarded as a weapon used by their managers against them

Topics: HD28
Year: 2008
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