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Characteristics of TQM: Evidence from the RIT/USA Today Quality Cup Competition

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  • Joshua G. Rosett
  • Richard N. Rosett
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    Abstract

    This paper reports the results of a field study examining the use of TQM at 15 firms. The sample is drawn from winners and finalists of the RIT/USA Today Quality Cup. The authors interviewed 75 employees (5 per firm) including 14 executives, 44 middle managers, and 17 front line workers. The interviews elicited information on the motives for adopting TQM, the role of leadership, the use of monitoring, the use of rhetoric, the extent and type of training, the basis for employee evaluation, compensation, and promotion, the use of teams, reallocation of authority, and the results of the TQM program. We use the data to provide a description of how TQM works in practice, including factors that determine patterns of use across firms. A major result is that team-based problem solving is used about twice as frequently as devolution of authority in our sample. We attribute this result to the higher costs of monitoring and corporate change associated with devolution relative to problem solving.

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    Bibliographic Info

    Paper provided by National Bureau of Economic Research, Inc in its series NBER Working Papers with number 7241.

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    Date of creation: Jul 1999
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    Handle: RePEc:nbr:nberwo:7241

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    1. S Black & L Lynch, 1997. "How to Compete: The Impact of Workplace Practices and Information Technology on Productivity," CEP Discussion Papers dp0376, Centre for Economic Performance, LSE.
    2. Kevin B. Hendricks & Vinod R. Singhal, 1997. "Does Implementing an Effective TQM Program Actually Improve Operating Performance? Empirical Evidence from Firms That Have Won Quality Awards," Management Science, INFORMS, vol. 43(9), pages 1258-1274, September.
    3. Susan Helper, 1997. "Complementarity and Cost Reduction: Evidence from the Auto Supply Industry," NBER Working Papers 6033, National Bureau of Economic Research, Inc.
    4. Kevin B. Hendricks & Vinod R. Singhal, 1996. "Quality Awards and the Market Value of the Firm: An Empirical Investigation," Management Science, INFORMS, vol. 42(3), pages 415-436, March.
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