The rhetoric and reality of total quality management

被引:435
作者
Zbaracki, MJ [1 ]
机构
[1] Univ Chicago, Grad Sch Business, Chicago, IL 60637 USA
关键词
D O I
10.2307/2393677
中图分类号
F [经济];
学科分类号
02 ;
摘要
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 TOM, use that rhetoric to develop their TQM program, and then filter their experiences to present their own rhetoric of success. Consequently, the discourse on TOM develops an overly optimistic view of TOM. The models demonstrate how individual actions and discourse shape TQM and fuel institutional forces.
引用
收藏
页码:602 / 636
页数:35
相关论文
共 61 条
[51]   THINKING ABOUT IMPLEMENTATION [J].
SPROULL, LS ;
HOFMEISTER, KR .
JOURNAL OF MANAGEMENT, 1986, 12 (01) :43-60
[52]   KNEE-DEEP IN BIG MUDDY - STUDY OF ESCALATING COMMITMENT TO A CHOSEN COURSE OF ACTION [J].
STAW, BM .
ORGANIZATIONAL BEHAVIOR AND HUMAN PERFORMANCE, 1976, 16 (01) :27-44
[53]   THE JUSTIFICATION OF ORGANIZATIONAL PERFORMANCE [J].
STAW, BM ;
MCKECHNIE, PI ;
PUFFER, SM .
ADMINISTRATIVE SCIENCE QUARTERLY, 1983, 28 (04) :582-600
[54]   Brainstorming groups in context: Effectiveness in a product design firm [J].
Sutton, RI ;
Hargadon, A .
ADMINISTRATIVE SCIENCE QUARTERLY, 1996, 41 (04) :685-718
[55]  
TACHIKI DS, 1992, MITS TAIY KOB BANK F
[56]   INSTITUTIONAL SOURCES OF CHANGE IN THE FORMAL-STRUCTURE OF ORGANIZATIONS - THE DIFFUSION OF CIVIL-SERVICE REFORM, 1880-1935 [J].
TOLBERT, PS ;
ZUCKER, LG .
ADMINISTRATIVE SCIENCE QUARTERLY, 1983, 28 (01) :22-39
[57]   The Social Psychology of Organizing, 2nd edition [J].
Weick, Karl E. .
MANAGEMENT, 2015, 18 (02) :189-193
[58]   Customization or conformity? An institutional and network perspective on the content and consequences of TQM adoption [J].
Westphal, JD ;
Gulati, R ;
Shortell, SM .
ADMINISTRATIVE SCIENCE QUARTERLY, 1997, 42 (02) :366-394
[59]  
Wittgenstein Ludwig., 1958, PHILOS INVESTIGATION
[60]   BLIND SPOTS IN INDUSTRY AND COMPETITOR ANALYSIS - IMPLICATIONS OF INTERFIRM (MIS)PERCEPTIONS FOR STRATEGIC DECISIONS [J].
ZAJAC, EJ ;
BAZERMAN, MH .
ACADEMY OF MANAGEMENT REVIEW, 1991, 16 (01) :37-56