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Moving the quality effort forward – the emerging role of the middle manager

Moving the quality effort forward – the emerging role of the middle manager Improving quality has become the goal of many organisations and introducing such programmes has resulted in several accounts documenting the risks and failures attached to implementing these quality initiatives. Middle management resistance has been cited as a common form of resistance, though it is widely recognised, even among the managerial groups, that commitment from this level within the organisation is essential if implementation is to have any chance of success. However, some writers believe that the middle management position is misunderstood and that the quality drive by the organisation pushes this group into a stance of resistance. Regardless of whether the resistance is intentional or unintentional, there are serious managerial implications resulting from this problem, many of which carry strategic implications for the firm. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Moving the quality effort forward – the emerging role of the middle manager

Denis Harrington; Brian Williams
Managing Service Quality , Volume 14 (4): 10 – Aug 1, 2004
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References (71)

Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520410546833
Publisher site
See Article on Publisher Site

Abstract

Improving quality has become the goal of many organisations and introducing such programmes has resulted in several accounts documenting the risks and failures attached to implementing these quality initiatives. Middle management resistance has been cited as a common form of resistance, though it is widely recognised, even among the managerial groups, that commitment from this level within the organisation is essential if implementation is to have any chance of success. However, some writers believe that the middle management position is misunderstood and that the quality drive by the organisation pushes this group into a stance of resistance. Regardless of whether the resistance is intentional or unintentional, there are serious managerial implications resulting from this problem, many of which carry strategic implications for the firm.

Journal

Managing Service Quality – Emerald Publishing

Published: Aug 1, 2004

Keywords: Quality; Quality improvement; Middle management; Empowerment

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