THE QUALITY OF QUALITY

Considers a background to quality and the reasons why total quality management programmes tend not to produce the results normally expected of them. This is essentially due to the impact on the organization and its goals of unconscious predispositions of individuals and groups to maintain the status quo and to “push back” from change and whether or not such change is perceived by them to be beneficial. Examines how understanding this is an imperative first step to the implementation of any TQM or other cultural change programme.