An Empirical Investigation of Management Understanding of Process Control: The Case of Quality Driven Organisations
基于多案例数据，研究发现全面质量管理（TQM）的有效性取决于高管在实施前建立的控制机制，且非管理员工将TQM控制工具视为管理者对付他们的武器，而非用于减少变异或实现统一。
By drawing on multi-case data, there is some evidence to suggest that total quality management (TQM) effectiveness can be viewed as a direct function of the controlling mechanisms that senior managers created prior to TQM implementation. More importantly, control tools of TQM were not used by non-managerial employees, with which they could reduce variability or achieve uniformity; rather, they were regarded as a weapon used by their managers against them.