Stuck in the middle with you: The effects of incongruency of senior and middle managers' orientations on TQM programmes

International Journal of Operations and Production Management

Volumn 30, Issue 4, 2010, Pages 365-397

  Soltani, Ebrahim ^a   Wilkinson, Adrian ^b  

^a UNIVERSITY OF KENT   (United Kingdom)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

Management attitudes; Middle management; Senior management; Total quality management

Indexed keywords

EID: 77649302754     PISSN: 01443577     EISSN: None     Source Type: Journal    
DOI: 10.1108/01443571011029976     Document Type: Article

References (156)

1. Adler, P.S. (1999), "Building better bureaucracies" in Academy of Management Executives, Vol. 13, No. 4, pp. 36-47.
2. Amason, A.C. (1996), "Distinguishing the effects of functional and dysfunctional conflict on strategic decision making: resolving a paradox for top management teams" in Academy of Management Journal, Vol. 39, No. 1, pp. 123-48.
3. Anderson, L.R., Tolson, J., Flelds, M.W. and Thacker, J.W. (1990), "Extensions of the Pelz effect: the influence of leader's upward influence on group members' control within the organization" in Basic and Applied Social Psychology, Vol. 11, p. 1932.
4. Argyris, C. and Schön, D.A. (1974), Theory in Practice: Increasing Professional Effectiveness, Jossey-Bass, San Francisco, CA.
5. Argyris, C. and Schön, D.A. (1981), Organizational Learning, Addison-Wesley, Reading, MA.
6. Balogun, J. and Johnson, G. (2004), "Organizational restructuring and middle manager sensemaking" in Academy of Management Journal, Vol. 47, No. 4, pp. 523-49.
7. Baxter, L. and Hirschhauser, C. (2004), "Reification and representation in the implementation of quality improvement programmes" in International Journal of Operations & Production Management, Vol. 24, No. 1, pp. 207-24.
8. Becker, S. (1993), "TQM does work: ten reasons why misguided efforts fail" in Management Review, Vol. 82, No. 5, pp. 30-4.
9. Beer, M. (2003), "Why total quality management programs do not persist: the role of management quality and implications for leading a TQM transformation" in Decision Sciences, Vol. 34, No. 4, pp. 623-42.
10. Bennis, W. (1999), "The leadership advantage" in Leader to Leader, Vol. 12, pp. 18-23.
11. Besterfield, D., Besterfield-Michna, C., Besterfield, G. and Besterfield-Sacre, M. (2003), Total Quality Management, 3rd ed., Prentice-Hall, Englewood Cliffs, NJ.
12. Black, S.A. (1993), "Measuring the critical factors of total quality management", University of Bradford, Bradford.
13. Black, S.A. and Porter, L. (1996), "Identification of the critical factors of TQM" in Decision Sciences, Vol. 27, No. 1, pp. 1-21.
14. Boyer, K.K. and Swink, M.L. (2008), "Empirical elephants-why multiple methods are essential to quality research in operations and supply chain management" in Journal of Operation Management, Vol. 26, No. 3, pp. 338-44.
15. Bryman, A. (1989), Research Methods and Organisation Studies, Unwin Hyman, London.
16. Buono, A.F. and Bowditch, J.L. (1989), The Human Side of Mergers and Acquisitions, Jossey-Bass, San Francisco, CA.
17. Casadesús, M. and Karapetrovic, S. (2005), "Has ISO 9000 lost some of its lustre? A longitudinal impact study" in International Journal of Operations & Production Management, Vol. 25, No. 6, pp. 580-96.
18. Chang, R.Y. (1993), "When TQM goes nowhere" in Training & Development, January, pp. 21-9.
19. Choi, T.Y. and Behling, O.C. (1997), "Top managers and TQM success: one more look after all these years" in Academy of Management Executives, Vol. 11, No. 1, pp. 37-47.
20. Cole, R.E. (1993), "Introduction: special issue total quality management" in California Management Review, Vol. 35, No. 3, pp. 7-11.
21. Collins, L.A. and Smith, A.J. (2004), "Understanding the new investors in people standard: lessons from experience" in Personnel Review, Vol. 33, No. 5, pp. 583-604.
22. Cosier, R. and Schwenk, C. (1990), "Agreement and thinking alike: ingredients for poor decisions" in Academy of Management Executive, Vol. 4, No. 1, pp. 69-74.
23. Cosier, R.A. and Rose, G.L. (1977), "Cognitive conflict and goal conflict effects on task performance" in Organizational Behaviour and Human Performance, Vol. 19, No. 2, pp. 378-91.
24. Crosby, P.B. (1979), Quality is Free: The Art of Making Quality Certain, New American Library, New York, NY.
25. Cunningham, I. (1999), "Human resource management in the voluntary sector: challenges and opportunities" in Public Money & Management, Vol. 19, pp. 19-25.
26. Dale, B.G. (2003), Managing Quality, 4th ed., Blackwell, Oxford.
27. Dale, B.G. and Barlow, E. (1984), "Facilitator viewpoints on specific aspects of quality circles programmes" in Personnel Review, Vol. 13, No. 4, pp. 22-9.
28. Dale, B.G. and Cooper, C.L. (1994), "Introducing TQM: the role of senior management" in Management Decision, Vol. 32, No. 1, pp. 20-6.
29. Dale, B.G. and Oakland, J. (1994), Quality Improvement through Standards, 2nd ed., Stanley Thornes, Cheltenham.
30. Dale, B.G., van der Wiele, T. and van Iwaarden, J. (2007), Managing Quality, 5th ed., Blackwell, London.
31. Dean, J.W. and Bowen, D.E. (1994), "Management theory and total quality: improving research and practice through theory development" in Academy of Management Review, Vol. 19, No. 3, pp. 392-418.
32. Delbridge, R. (1995), "Surviving JIT: control and resistance in a Japanese transplant" in Journal of Management Studies, Vol. 32, No. 6, pp. 803-17.
33. Deming, W.E. (1986), Out of the Crisis, Massachusetts Institute of Technology, Centre for Advanced Engineering Study, Cambridge, MA.
34. Deming Prize (2008), The W. Edwards Deming Institute.
35. Donnelly, M. and Dalrymple, J.F. (1996), "The portability and validity of the SERVQUAL scale in measuring the quality of local public service provision" in Proceedings of the International Conference on Quality, Union of Japanese Scientists and Engineers, Yokohama, October, pp. 245-9.
36. Dopson, S. and Stewart, R. (1993), "Information technology, organisational restructuring and the future of middle management" in New Technology, Work and Employment, Vol. 8, No. 1, pp. 10-20.
37. Doyle, K. (1992), "Who's killing total quality?" in Incentive, Vol. 16, No. 8, pp. 12-19.
38. Easton, G.S. and Jarrell, S.L. (1998), "The effects of total quality management on corporate performance: an empirical investigation" in Journal of Business, Vol. 71, No. 2, pp. 253-307.
39. Eisenhardt, K.M. (1989), "Building theories from case study research" in Academy of Management Review, Vol. 14, No. 4, pp. 532-50.
40. EFQM (2006), European Foundation for Quality Management, available at: www.efqm.org/new_website/ (accessed December 2006).
41. Feigenbaum, A.V. (2004), Total Quality Control, McGraw-Hill, New York, NY.
42. Feigenbaum, A.V. (2007), "The international growth of quality" in Quality Progress, Vol. 40, No. 2, pp. 36-40.
43. Garvin, D.A. (1988), Managing Quality: The Strategic and Competitive Edge, The Free Press, New York, NY.
44. Ghobadian, A. and Gallear, D.N. (1996), "Total quality in SME's" in Omega, Vol. 24, No. 1, pp. 83-106.
45. Godfrey, G., Dale, B., Marchington, M. and Wilkinson, A. (1997), "Control: a contested concept in TQM research" in International Journal of Operations & Production Management, Vol. 17, Nos 5-6, pp. 558-73.
46. Goldthorpe, J.H. (1968), The Affluent Worker: Industrial Attitudes and Behaviour, Cambridge University Press, Cambridge.
47. Golhar, D., Deshpande, S. and Ahire, S. (1997), "Supervisors' role in TQM and non-TQM firms" in International Journal of Quality & Reliability Management, Vol. 14, No. 6, pp. 555-68.
48. Gotzamani, K.D. and Tsiotras, G.D. (2001), "An empirical study of the ISO 9000 standards' contribution towards total quality management" in International Journal of Operations & Production Management, Vol. 21, No. 10, pp. 1326-42.
49. Guptara, P. (1994), "Lessons of experience: learning from others' mistakes" Lock, D. (Ed.), Handbook of Quality Management, Gower, Aldershot.
50. Hackman, J. and Wageman, R. (1995), "Total quality management: empirical, conceptual and practical issues" in Administrative Science Quarterly, Vol. 40, pp. 309-42.
51. Hales, C. (2006), Managing through Organisations, Thomson Learning, London.
52. Hansson, T., Ringbeck, J. and Franke, M. (2003), "Flight for survival: a new business model for the airline industry" in Strategy and Business, Vol. 31, pp. 78-85.
53. Hendricks, K.B. and Singhal, V.R. (1997), "Does implementing an effective TQM program actually improve operating performance? Empirical evidence from firms that have won quality awards" in Management Science, Vol. 43, No. 9, pp. 1258-74.
54. Hill, S. (1991), "Why quality circles failed but total quality might succeed" in British Journal of Industrial Relations, Vol. 29, No. 4, pp. 541-69.
55. Hill, S. (1995), "From quality circles to total quality management" in Wilkinson, A. and Willmott, H. (Eds.), Making Quality Critical, Routledge, London, pp. 33-53.
56. Hill, S. and Wilkinson, A. (1995), "In search of TQM" in Employee Relations, Vol. 17, No. 3, pp. 8-25.
57. Hill, T. (2005), Operations Management, 2nd ed., Palgrave Macmillan, London.
58. Holpp, L. (1989), "Ten reasons why total quality is less than total" in Training, Vol. 26, No. 10, pp. 23-93.
59. Imazai, K.I. and Ohbuchi, K.U. (2002), "Conflict resolution and procedural fairness in Japanese work organizations" in Japanese Psychological Research, Vol. 44, No. 2, pp. 107-12.
60. Ishikawa, K. (1985), What is Total Quality Control? The Japanese Way, Prentice-Hall, Englewood Cliffs, NJ.
61. Jablin, F.M. (1980), "Superior's upward influence, satisfaction and openness in superior-subordinate communication: a re-examination of the Pelz effect" in Human Communication Research, Vol. 6, pp. 210-20.
62. Jehn, K.A. (1995), "A multimethod examination of the benefits and detriments of intragroup conflict" in Administrative Science Quarterly, Vol. 40, No. 2, pp. 256-82.
63. Jehn, K.A. (1997), "A qualitative analysis of conflict types and dimensions in organizational groups" in Administrative Science Quarterly, Vol. 42, pp. 530-57.
64. Jensen, J.L. and Rodgers, R. (2001), "Cumulating the intellectual gold of case study research" in Public Administration Review, Vol. 61, No. 2, pp. 236-46.
65. Jones, O. (1997), "Changing the balance? Taylorism, TQM and work organisation" in New Technology, Work and Employment, Vol. 12, No. 1, pp. 13-24.
66. Juran, J.M. (1974), Quality Control Handbook, McGraw-Hill, New York, NY.
67. Juran, J.M. (1989), Juran on Leadership for Quality, The Free Press, New York, NY.
68. Juran, J.M., Bigliazzi, M., Mirandola, R., Spaans, C. and Dunuad, M. (1995), "A history of managing for quality" in Quality Progress, Vol. 28, No. 8, pp. 125-9.
69. Kanji, G. (1998), "An innovative approach to make ISO 9000 standards more effective" in Total Quality Management Journal, Vol. 9, No. 1, pp. 67-78.
70. Kanji, G. (2001), "Forces of excellence in Kanji's business excellence model" in Total Quality Management, Vol. 12, No. 2, pp. 259-72.
71. Kanji, G. (2007), "Kanji quality culture", available at: www.gopal-kanji.com/ (accessed 15 August 2007).
72. Kerr, S. (1975), "On the folly of rewarding A, while hoping for B: more on the folly" in Academy of Management Executive, Vol. 9, No. 1, pp. 7-16.
73. Knights, D. and McCabe, D. (1997), "How would you measure something like that: quality in a retail bank" in Journal of Management Studies, Vol. 34, p. 3.
74. Knights, D. and McCabe, D. (1998), "Dreams and designs on strategy: a critical analysis of TQM and management control" in Work, Employment & Society, Vol. 12, No. 3, pp. 433-56.
75. Knights, D. and McCabe, D. (1999), "Are there no limits to authority? TQM and organisational power" in Organization Studies, Vol. 20, No. 2, pp. 197-224.
76. Kostova, T. (1999), "Transnational transfer of strategic organizational practices: a contextual perspective" in Academy of Management Review, Vol. 24, No. 2, pp. 308-24.
77. Lagrosen, Y. and Lagrosen, S. (2005), "The effects of quality management: a survey of Swedish quality professionals" in International Journal of Operations & Production Management, Vol. 25, Nos 9/10, pp. 940-52.
78. Larsson, R., Eneroth, K. and Konig, I. (1996), "On the folly of rewarding domestic stability while hoping for international expansion" in International Studies of Management & Organization, Vol. 26, No. 1, pp. 105-33.
79. Legge, K. (1995), "Human resource management: a critical analysis" in Storey, J. (Ed.), New Perspectives on Human Resource Management, Routledge, London, pp. 19-40.
80. Lewin, K. (1951), Field Theory in Social Science, Harper & Row, New York, NY.
81. Likert, R. (1961), New Patterns of Management, McGraw-Hill, New York, NY.
82. Lowe, J. (1992), "Locating the line: the front-line supervisor and human resource management" Blyton, P. and Turnbull, P. (Eds.), Reassessing Human Resource Management, Sage, London.
83. McCabe, D. and Wilkinson, A. (1998), "The rise and fall of TQM: the vision, meaning and operations of change" in Industrial Relations Journal, Vol. 29, No. 1, pp. 18-29.
84. Maitlis, S. and Lawrence, T.B. (2003), "Orchestral manoeuvres in the dark: understanding failure in organizational strategizing" in Journal of Management Studies, Vol. 40, No. 1, pp. 109-39.
85. Marchington, M., Goodman, J., Wilkinson, A. and Ackers, P. (1992), "New developments in employee involvement", UMIST, Manchester, Employment Department Research Paper No. 2.
86. Mauro, J. and Mauro, N.J. (1999), "The Deming leadership method: a behavioural and technical approach" in Cross Cultural Management: An International Journal, Vol. 6, No. 4, pp. 37-44.
87. Medina, F.J., Dorado, M.A., Munduate, L., Martínez, I. and Cisneros, I.F.J. (2002), "Types of conflict and personal and organizational consequences", paper presented at the 15th Annual Conference of the International Association for Conflict Management, Salt Lake City, UT.
88. Mehra, S., Hoffman, J.M. and Danilo, S. (2001), "TQM as a management strategy for the next millennia" in International Journal of Operations & Production Management, Vol. 21, pp. 855-76.
89. Merton, R.K. (1987), "Three fragments from a sociologist's notebook: establishing the phenomenon, specified ignorance, and strategic research materials" in Annual Review of Sociology, Vol. 13, pp. 1-28.
90. Meyer, J.W. and Rowan, B. (1991), "Institutionalized organizations: formal structure as myth and ceremony" in American Journal of Sociology, Vol. 83, No. 2, pp. 340-63.
91. Miles, M. and Huberman, A. (1994), Qualitative Data Analysis, 2nd ed., Sage, Thousand Oaks, CA.
92. Montgomery, D. (2004), Design and Analysis of Experiments, Wiley, Hoboken, NJ.
93. NIST (2003), National Institute of Standards and Technology, MBNQA, available at: www.nist.gov/public_affairs/factsheet/mbnqa.htm (accessed March 2003).
94. Numeroff, R.E. (1994), "How to prevent the coming failure of quality" in Quality Progress, Vol. 27, No. 12, pp. 93-7.
95. Oakland, J.S. (2003), Total Quality Management: Text with Cases, 3rd ed., Butterworth-Heinemann, Oxford.
96. Ogbonna, E. and Harris, L. (2005), "The adoption and use of IT in family businesses: a longitudinal study of a mature family firm" in New Technology, Work and Employment, Vol. 20, No. 1, pp. 2-18.
97. Pegels, C.C. (1993), "Total quality management defined in terms of reported practice" in International Journal of Quality & Reliability Management, Vol. 11, No. 5, pp. 6-18.
98. Pelz, D. (1952), "Influence: a key to effective leadership in the first-line supervisor" in Personnel, Vol. 29, No. 3, pp. 209-17.
99. Pelz, D.C. (1951), "Leadership within a hierarchical organization" in Journal of Social Issues, Vol. 7, pp. 49-55.
100. Pinkley, R.L. (1990), "Dimensions of conflict frame: disputant interpretations of conflict" in Journal of Applied Psychology, Vol. 75, pp. 117-26.
101. Powell, T.C. (1995), "Total quality management as competitive advantage: a review and empirical study" in Strategic Management Journal, Vol. 16, No. 1, pp. 15-37.
102. Powell, W.W. and DiMaggio, P.J. (1991), The New Institutionalism in Organizational Analysis, University of Chicago Press, Chicago, IL.
103. Prajogo, D.I. and McDermott, D.I. (2005), "The relationship between total quality management practices and organizational culture" in International Journal of Operations & Production Management, Vol. 25, No. 11, pp. 1101-22.
104. Priem, R. and Price, K. (1991), "Process and outcome expectation for the dialectic inquiry, devil's advocacy, and consensus techniques of strategic decision making" in Group & Organization Studies, Vol. 16, pp. 206-25.
105. Psychogios, A. and Wilkinson, A. (2007), "Exploring TQM awareness in the Greek national business context: between conservatism and reformism cultural determinants of TQM" in International Journal of Human Resource Management, Vol. 18, No. 6, pp. 1042-62.
106. Redman, T. and Grieves, J. (1999), "Managing strategic change through TQM: learning from failure" in New Technology, Work and Employment, Vol. 14, No. 1, pp. 45-61.
107. Redman, T., Wilkinson, A. and Snape, E. (1996), "The long haul: sustaining TQM at British Steel Teesside Works" in International Journal of Manpower, Vol. 17, No. 2, pp. 34-51.
108. Reed, R., Lemak, D.J. and Merp, N.P. (2000), "Total quality management and sustainable competitive advantage" in Journal of Quality Management, Vol. 5, pp. 5-26.
109. Rees, C. (1995), "Quality management and HRM in the service industry: some case study evidence" in Employee Relations, Vol. 17, No. 3, pp. 99-111.
110. Rees, C. (2001), "Worker responses to quality organisation: discourse and materiality in organisational change" in Work, Employment & Society, Vol. 15, No. 4, pp. 743-61.
111. Riehl, J.W. (1988), "Planning for total quality: the information technology components" in Advanced Management Journal, Vol. 53, No. 4, pp. 13-19.
112. Rungtusanatham, J., Choi, T.Y., Hollingworth, D.G., Wu, Z. and Forza, C. (2003), "Survey research in operations management: historical analyses" in Journal of Operations Management, Vol. 21, pp. 475-88.
113. Rusjan, B. (2005), "Usefulness of the EFQM excellence model: theoretical explanation of some conceptual and methodological issues" in Total Quality Management & Business Excellence, Vol. 16, No. 3, pp. 363-80.
114. Saraph, V., Benson, P.G. and Schroeder, R.G. (1989), "An instrument for measuring the critical factors of quality management" in Decision Sciences, Vol. 20, No. 4, pp. 810-29.
115. Schweizer, A. (2004), "How can I become a leader?", MC News, available at: www.genre.com/sharedfile/pdf/MCnews2004-en.pdf (accessed 15 July 2008).
116. Sheppard, G. (1998), "Revival tactics" in Personnel Today, Vol. 26, pp. 53-8.
117. Shiba, S., Graham, D. and Waldman, D. (1993), A New American TQM: Four Practical Revolutions in Management, Productivity Press, Portland, OR.
118. Sila, I. and Ebrahimpour, M. (2005), "Critical linkages among TQM factors and business results" in International Journal of Operations & Production Management, Vol. 24, pp. 1123-55.
119. Sitkin, S.B., Sutcliffe, K.M. and Schroeder, R.G. (1994), "Distinguishing control from learning in total quality management: a contingency perspective" in Academy of Management Review, Vol. 19, No. 3, pp. 537-64.
120. Snape, E., Wilkinson, A., Marchington, M. and Redman, T. (1995), "Managing human resources for TQM: possibilities and pitfalls" in Employee Relations, Vol. 17, No. 3, pp. 42-51.
121. Soltani, E. (2004), "Should organisations eliminate performance appraisal systems? A context-appropriate performance appraisal of TQM" in Journal of Management Systems, Vol. 16, No. 4, pp. 21-31.
122. Soltani, E. (2005a), "Conflict between theory and practice: TQM and performance appraisal" in International Journal of Quality & Reliability Management, Vol. 22, No. 8, pp. 796-818.
123. Soltani, E. (2005b), "Top management: a threat or an opportunity to TQM?" in Total Quality Management & Business Excellence, Vol. 16, No. 4, pp. 463-76.
124. Soltani, E., Lai, P. and Phillips, P. (2008), "A new look at factors influencing total quality management failure: work process control or workforce control?" in New Technology, Work and Employment, Vol. 23, Nos 1-2, pp. 125-42.
125. Soltani, E., van der Meer, R.B. and Williams, T.M. (2004), "Challenges posed to performance management by TQM gurus: contributions of individual employees versus systems-level features" in Total Quality Management & Business Excellence, Vol. 15, No. 8, pp. 1069-91.
126. Soltani, E., van der Meer, R.B. and Williams, T.M. (2005), "A contrast of HRM and TQM approaches to performance management: a survey" in British Journal of Management, Vol. 16, No. 3, pp. 211-30.
127. Soltani, E., van der Meer, R.B., Gennard, J. and Williams, T. (2003), "A TQM approach to HR performance evaluation: a questionnaire survey" in European Management Journal, Vol. 21, No. 3, pp. 323-37.
128. Soltani, E., van der Meer, R.B., Williams, T.M. and Lai, P. (2006), "The compatibility of performance appraisal systems with TQM principles - evidence from current practice" in International Journal of Operations & Production Management, Vol. 26, Nos 1-2, pp. 92-112.
129. Stake, R.E. (1978), "The case study method in social inquiry" in Educational Researcher, Vol. 7, No. 2, pp. 5-8.
130. Stake, R.E. (1995), The Art of Case Study Research, Sage, Thousand Oaks, CA.
131. Staw, B.M. and Epstein, L.D. (2000), "What bandwagons bring: effects of popular management techniques on corporate performance, reputation, and CEO pay" in Administrative Science Quarterly, Vol. 45, No. 3, pp. 523-56.
132. Stoner, J.A.F., Freeman, R.E. and Gilbert, D.R. (1996), Management, 6th ed., Prentice-Hall, Englewood Cliffs, NJ.
133. Storey, J. (1992), Management of Human Resources, Blackwell, Oxford.
134. Taguchi, G. (1986), Introduction to Quality Engineering, Asia Productivity Organisation, New York, NY.
135. Taylor, W.A. (1997), "Leadership challenges for smaller organisations: self-perceptions of TQM implementation" in Omega, Vol. 25, No. 5, pp. 567-79.
136. Tregoe, B.B., Zimmerman, J.W., Smith, R.A. and Tobia, P.M. (1990), "Implementing the vision: the lessons learned" in Planning Review, Vol. 18, No. 1, pp. 39-44.
137. Tripp, D.H. (1985), "Case study generalisation: an agenda for action" in British Educational Research Journal, Vol. 11, No. 1, pp. 33-43.
138. Waldman, D.A. (1994), "The contributions of total quality management to a theory of work performance" in Academy of Management Review, Vol. 19, No. 3, pp. 510-36.
139. Waldman, D.A., Lituchy, T., Gopalakrishnan, M., Laframboise, K., Galperin, B. and Kaltsounakis, Z. (1998), "A qualitative analysis of leadership and quality improvement" in Leadership Quarterly, Vol. 9, No. 2, pp. 177-201.
140. Walker, T. (1992), "Creating total quality improvement that lasts" in National Productivity Review, Autumn, pp. 473-8.
141. Weber, M. (1947), Theory of Social and Economic Organization, The Free Press, New York, NY.
142. Whiteley, R.C. (1991), "Why customer focus strategies often fail?" in Journal of Business Strategy, September/October, pp. 34-7.
143. Whittington, R. (2001), "The practice of strategy: theoretical resources and empirical possibilities", Proceedings of the EIASM Workshop on Micro-Strategy and Strategising, Brussels, Belgium, 1-3 February.
144. Wilkinson, A. (1992), "The other side of quality: soft issues and the human resource dimension" in Total Quality Management, Vol. 3, No. 3, pp. 323-9.
145. Wilkinson, A. and Willmott, H. (1995), "Introduction" Wilkinson, A. and Willmott, H. (Eds.), Making Quality Critical: New Perspectives on Organizational Change, Routledge, London.
146. Wilkinson, A., Godfrey, G. and Marchington, M. (1997), "Bouquets, brickbats and blinkers: total quality management and employee involvement in practice" in Organisation Studies, Vol. 18, No. 5, pp. 799-819.
147. Wilkinson, A., Redman, T. and Snape, E. (1994), "The problems with quality management: the views of managers" in Total Quality Management, Vol. 5, No. 6, pp. 397-404.
148. Wilkinson, A., Marchington, M., Goodman, J. and Ackers, P. (1992), "Total quality management and employee involvement" in Human Resource Management Journal, Vol. 4, No. 4, pp. 1-20.
149. Wilkinson, A., Redman, T., Snape, E. and Marchington, M. (1998), Managing with Total Quality Management: Theory and Practice, Macmillan, London.
150. Willmott, H. (1993), "Strength in ignorance; slavery is freedom: managing culture in modern organizations" in Journal of Management Studies, Vol. 30, No. 4, pp. 515-52.
151. Yin, R.K. (2003), Case Study Research: Design and Methods, 3rd ed., Sage, Thousand Oaks, CA.
152. Yong, J. and Wilkinson, A. (1999), "The state of total quality management: a review" in International Journal of Human Resource Management, Vol. 10, No. 1, pp. 137-61.
153. Young, K. (1987), "The space between words: local authorities and the concept of equal opportunities" Jenkins, R. and Solomos, J. (Eds.), Racism and Equal Opportunity Policies in the 1980s, Cambridge University Press, Cambridge.
154. Zbaracki, M.J. (1998), "The rhetoric and reality of total quality management" in Administrative Science Quarterly, Vol. 43, No. 3, pp. 602-36.
155. Soltani, E. (2003), "Towards a TQM-driven HR performance evaluation: an empirical study" in Employee Relations, Vol. 25, No. 4, pp. 347-70.
156. Psychogios, A.G., Wilkinson, A. and Szamosi, L.T. (2009), "Getting to the heart of the debate: TQM and middle manager autonomy" in Total Quality Management & Business Excellence, Vol. 20, No. 4, pp. 445-66.