Beyond process: TQM content and firm performance

• 成果类型: Review
• 署名作者: Reed, R; Lemak, DJ; Montgomery, JC
• 署名单位: United States Department of Energy (DOE); Pacific Northwest National Laboratory
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.2307/258633
• 发表日期: 1996
• 页码: 173-202
• 关键词: MARKET ORIENTATION; Environmental uncertainty; CUSTOMER ORIENTATION; PERCEIVED UNCERTAINTY; QUALITY; strategy; competitiveness; profitability; improvement; dimensions

摘要

Authors of the literature on total quality management (TQM) have been much more concerned with process than content. This cuticle considers TQM in relation to firm orientation and identifies market advantage. product design efficiency. process efficiency. and product reliability as the key features of its content. performance expectations for TQM, in the form of increased revenues. reduced costs. and their time lags, me addressed in the context of environmental uncertainty.