EVALUATING TQM - THE CASE FOR THEORY DRIVEN APPROACH
成果类型：
Article
署名作者：
WILSON, LA; DURANT, RF
署名单位：
University System of Maryland; University of Baltimore
刊物名称：
PUBLIC ADMINISTRATION REVIEW
ISSN/ISSBN：
0033-3352
DOI：
10.2307/976522
发表日期：
1994
页码：
137-146
关键词：
摘要：
How does Total Quality Management (TQM) stand up to systematic and rigorous evaluation? With the private sector increasingly disenchanted with TQM, authors Laura A. Wilson and Robert F. Durant claim that one of the more critical tasks for those promoting, applying, undergoing, or studying TQM interventions in public agencies is to evaluate the results. The authors argue that TQM interventions and assessments must be more theory grounded and contingency based to advance our understanding of the approach's applicability, potential and pitfalls in the public sector. They offer three theoretically driven evaluative frameworks and identify the conditions under which each can be profitably applied to both TQM interventions and future scholarly research on this topic. They conclude by suggesting how various contingency factors and expectations culled from existing literature can inform each of the three evaluative models.