Beyond Process: TQM Content and Firm Performance
指出全面质量管理文献过于关注过程而忽视内容，识别出市场优势、产品设计效率、过程效率和产品可靠性作为内容的关键特征，并探讨了环境不确定性下TQM对收入增长和成本降低的绩效预期及其时间滞后。
Authors of the literature on total quality management (TQM) have been much more concerned with process than content. This article considers TQM in relation to firm orientation and identifies market advantage, product design efficiency, process efficiency, and product reliability as the key feature of its content. Performance expectations for TQM. In the form of Increased revenues, reduced costs, and their time lags, are addressed in the context of environmental uncertainty.