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We introduce this theory-development forum by comparing total quality and management theory at both global and topic-specific levels. Our analysis suggests that management research could be enhanced by incorporating some insights of total quality into management theory. We also conclude, however, that management practice could be improved by incorporating insights from management theory into total quality efforts, and that. in fact, total quality has already incorporated many such insights. Finally, we suggest some directions for theory development and research on total quality.
Our goal in this article, and in this special issue as a whole, is to stimulate the development of theory on total quality. We pursue our goal in this article as follows. First, we present the rationale for a theory-development forum on total quality (TQ). Second, we provide an overview of the principles, practices, and techniques associated with TQ. Third, we explore the relationship between the principles of TQ and those of management theory, using the Malcolm Baldrige National Quality Award criteria as a bridge between the two areas. Finally, we develop suggestions for theory building and research, and we indicate how the articles in this issue serve this end. We hope that our efforts will contribute to both the relevance and theoretical rigor of management research as well as to the effectiveness of management practice.
WHY A THEORY-DEVELOPMENT FORUM ON TOTAL QUALITY?
Like previous forums, this one was undertaken to stimulate theory development and research in a specific area. We believe greater research attention should be devoted to TQ for several reasons. First, it has generated a tremendous amount of interest in many sectors of the economy-manufacturing, service, health care, education, and government-and in many countries around the world (Ernst & Young and American Quality Foundation, 1992; Lawler, Mohrman, & Ledford, 1992). It is difficult to identify any major organization in which quality issues are not on management's agenda. Furthermore, many of the leaders of these organizations have begun to question why management research and education have not yet incorporated TQ to any great degree (Robinson et al., 1991). Given its importance in practice, we risk losing our credibility as management theorists by ignoring TQ in our research.
Second, TQ appears to cover a great deal of the same ground as management...