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The psychology of TQM

The psychology of TQM Considers that implementing total quality management is more a matter of changing people than changing technologies. Shows how psychology can be used to facilitate the process. Examines attitudes and behaviour, values and motivation. Discusses work redesign and goal setting as methods of motivating staff to achieve desired standards of work behaviour. Finally, considers the importance of psychological measurement to test customer attitudes. Concludes that there are other areas of organisational psychology which have implications for implementing a programme of total quality, and that the human side of TQM is at least as important as the technical side. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

The psychology of TQM

Managing Service Quality , Volume 1 (2): 3 – Feb 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003126
Publisher site
See Article on Publisher Site

Abstract

Considers that implementing total quality management is more a matter of changing people than changing technologies. Shows how psychology can be used to facilitate the process. Examines attitudes and behaviour, values and motivation. Discusses work redesign and goal setting as methods of motivating staff to achieve desired standards of work behaviour. Finally, considers the importance of psychological measurement to test customer attitudes. Concludes that there are other areas of organisational psychology which have implications for implementing a programme of total quality, and that the human side of TQM is at least as important as the technical side.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 1991

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