Zeitz G, Johannesson R, Ritchie J E
Group & Organization Management, (USA), Dec 97 (22/4)
Start page: 414 No of pages: 31

Explains the need for a reliable and valid method which can be used by practitioners within an organization to evaluate the implementation of total quality management initiatives. Describes the development and validation of the scale measures proposed. Sets out the total quality management and related cultural dimensions considered and outlines how their relevance was tested in a survey of employees from a US manufacturing firm, a non-profit service agency and students on a post-graduate management course. Draws up a model of the total quality management process that indicates the relationship between the total quality management programme and the organization’s culture. Lists the 113 items that make up the survey instrument which measures the 23 dimensions identified as being significant for a total quality management programme. Discusses how the instrument should be administered.

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