Marginalisation of quality: is there a case to answer?

B.G. Dale · Ton van der Wiele

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

Abstract

This paper makes the point that since the early 1990s there have been signs (e.g. the move from quality and total quality management (TQM) to excellence, and process control to process management) that quality and TQM are perceived by some commentators to be out‐of‐date and fallen by the wayside. The paper outlines these signs and points out that they can lead to a marginalisation of quality. However, through major trends such as business to business e‐commerce and six sigma there are clear indications that old style quality is coming back into the business arena because of the savings it can bring. These trends and their implications are examined in the paper.

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References

1998Business process management: a review and evaluation 1992Total quality-oriented human resources management 1992The other side of quality: ‘soft’ issues and the human resource dimension 1999Managing Quality Fads

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