TQM — a three dimensional model for changing the organizational culture, and performance quality

Abstract

Total Quality Management today emphasizes the role of management and employees in creating a continual quality improvement, customer satisfaction, and cost reduction (deming, 1990; Dean & Bowen 1994). There is a tremendous amount of interest in the practice of TQM across industrial sectors and cultures, but there is only very little theoretical development to support its practice. The purpose of the present research is propose a theoretical model, and narrow the gap between theory and practice of TQM. More specifically, a) we propose a theoretical model of Quality improvement. This model stems from a system approach, and proposes that effective program of QI need to be implemented on the individual, team, and organizational levels; b) we designed a quality improvement program based on the theoretical model, and we implemented it in a field-setting; c) we tested for the effectiveness of the 3D-Model in a longitudinal study which documented, measured, and evaluated the process and outcomes of the program.