Making total quality work: Aligning organizational processes, performance measures, and stakeholders
探讨企业如何通过改革组织流程、衡量系统及利益相关者的价值观和行为，从传统管理转向全面质量文化，以实现客户完全满意。
Abstract Total quality is increasingly used by companies as an organization‐wide system to achieve fully satisfied customers through the delivery of the highest quality in products and services. The goals of total quality can be achieved only if organizations entirely reform their cultures. Traditional management, operations, finance and accounting systems are reviewed against changes that are needed in organizational processes, measurement systems, and the values and behaviors of key stakeholders to overpower the status quo and shift to a total quality culture that permeates every facet of the organization. Specific company illustrations are drawn upon to show the inadequacies of these traditional areas under the new imperatives for total quality.