TOTAL QUALITY MANAGEMENT - EMPIRICAL, CONCEPTUAL, AND PRACTICAL ISSUES

In recent years, total quality management (TOM) has become something of a social movement in the United States. This commentary returns to the writings of the movement's founders-W. Edwards Deming, Joseph Juran, and Kaoru Ishikawa-to assess the coherence, distinctiveness, and likely perseverance of this provocative management philosophy. We identify a number of gaps in what is known about TQM processes and outcomes and explore the congruence between TOM practices and behavioral science knowledge about motivation, learning, and change in social systems. The commentary concludes with a prognosis about the future of TQM-including some speculations about what will be needed if TQM is to take root and prosper in the years to come.