Total Quality Management: Empirical, Conceptual, and Practical Issues
回顾全面质量管理创始人的著作，评估该管理哲学的连贯性、独特性和持久性，指出其过程与结果的知识空白，并探讨其与行为科学的一致性。
In recent years, Total Quality Management has become something of a social movement in the United States. This commentary returns to the writings of the movement's founders--W. Edwards Deming, Joseph Juran, and Kaoru Ishikawa--to assess the coherence, distinctiveness, and likely perseverance of this provocative management philosophy. We identify a number of gaps in what is known about TQM processes and outcomes, and explore the congruence between TQM practices and behavioral science knowledge about motivation, learning, and change in social systems. The commentary concludes with a prognosis about the future of TQM--including some speculations about what will be needed if TQM is to take root and prosper in the years to come.