Total Quality Management: A critical analysis from a complexity approach

María Paz Salmador · Eduardo Bueno Campos · Roncalli Maranhao

16 citations0/0 files storedTotal Quality Management & Business Excellence

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

This article examines the effects of the adoption and implementation of typical Total Quality Management in an airline as an adaptive complex system. Our results, as they emerged from an in-depth case study in VARIG Brazilian Airlines, suggest that the specific TQM methods and procedures seem to be too mechanistic for such a complex environment. Based on our findings we propose that an adaptation of the typical TQM concepts and tools considering the paradigm of complexity with an organic approach may be more effective and produce actual and lasting changes in this kind of organisation.

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