The design of quality systems: A contingency approach

While developing quality management, many organizations nowadays focus on the control and improvement of their work processes, the systematic use of relevant information pertaining to the performance of the work processes, and prevention. In this stage, the design of a quality system is important for the organization, since it provides an integrated and systematic content to quality management. Despite this, not much literature on the quality system subject can be found regarding the concepts of quality systems or the design of these systems. We give a framework from which decisions for designing a quality system can be deduced. This framework will be fleshed out for a quality system in a bureaucratic and in a professional services department or organization. A contingency approach is used.

[1]  S. Sitkin,et al.  DISTINGUISHING CONTROL FROM LEARNING IN TOTAL QUALITY MANAGEMENT: A CONTINGENCY PERSPECTIVE , 1994 .

[2]  van Jhw Jeroen Ekert.  Interactie tussen kwaliteit en logistiek in industriële organisaties , 1995 .

[3]  Rikard Larsson,et al.  Organization and Customer: Managing Design and Coordination of Services , 1989 .

[4]  Richard L. Daft,et al.  Organizational information requirements, media richness and structural design , 1986 .

[5]  Armand V. Feigenbaum,et al.  Total quality control , 1961 .

[6]  P SandorfJ,et al.  The OCAP: Predetermined Responses to Out-of-Control Conditions. , 1993 .

[7]  Jan Willem de Vries,et al.  The Organization of Quality Management: From Abstract Model to Real Example , 1992 .

[8]  Jay R. Galbraith.  Designing Complex Organizations , 1973 .

[9]  J. Alexander,et al.  Images of Organization , 1988 .

[10]  Henry Mintzberg,et al.  Structure in Fives: Designing Effective Organizations , 1983 .

[11]  K. Weick.  Organizational redesign as improvisation , 1993 .

[12]  P. Lawrence,et al.  Organization and Environment: Managing Differentiation and Integration , 1967 .

[13]  B. Bergman,et al.  Quality from Customer Needs to Customer Satisfaction , 1994 .

[14]  Joseph Moses Juran,et al.  Quality-control handbook , 1951 .

[15]  M. J. Maggard,et al.  A Conceptual Model of Self‐service , 1991 .

[16]  James R. Evans,et al.  The management and control of quality , 1989 .

[17]  W. Edwards Deming,et al.  Out of the Crisis , 1982 .