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Much Tqm Today is Neither Total, Quality, Nor Management Beyond Total Quality Management

Summary: TQM failures/lack of systems orientation
Customers, Consumers, Stakeholders
Example: Involving 'customers' in the design of a men's clothing store Pay structures
Improving Quality of worklife: an aluminum company example
Focusing on removing defects is insufficient (examples)
Discontinuous improvement
Managerial functions
Predict and prepare planning

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  • Author: Ackoff, Russell L.
  • Journal: Journal for Quality and Participation