The effective design of work under total quality management

• 成果类型: Article
• 署名作者: Victor, B; Boynton, A; Stephens-Jahng, T
• 署名单位: Vanderbilt University; International Institute for Management Development (IMD)
• 刊物名称: ORGANIZATION SCIENCE
• ISSN/ISSBN: 1047-7039
• DOI: 10.1287/orsc.11.1.102.12566
• 发表日期: 2000
• 页码: 102-117
• 关键词: total quality management; ROLE CONFLICT; organization design; ROLE STRESS; avoidance

摘要

In this research, we address the question: Why do many total quality management implementations fail? We develop a theoretical model in which the total quality management role for line employees results in a dual work design that requires both standardized production and continuous improvement. We propose that workers effectively integrate both types of work by switching, defined as shifting between standardized production and continuous work while on the job in response to situational cues. Alternatively, workers can respond to the challenges of a job involving both types of work by avoiding the continuous improvement work. Switching and avoidance are associated with different performance and attitudinal outcomes. We present evidence drawn from an exploratory field study which suggests that line employees who effectively integrate standardized production and continuous improvement work by switching experienced less job stress and greater job satisfaction. Moreover, plants which were more effective in total quality management performance had a greater proportion of line employees using switching.