20/30 Hindsight: Managers Must Commit to TQM

摘要

I have described total quality management (TQM) as the application of systems analysis and engineering to the work environment. After all, part of the TQM paradigm is the realization that an operating organization is a particular kind of system and that it can be optimized, using a variety of tools and approaches. Implementation of TQM principles requires full cooperation from management. In this paper, Cordeiro and Turner show what can happen when management thinks that less than full commitment to those principles is sufficient. Of course, they have changed names where necessary to protect the guilty.