D. Mccabe et al., MAKING SENSE OF QUALITY - TOWARD A REVIEW AND CRITIQUE OF QUALITY INITIATIVES IN FINANCIAL SERVICES, Human relations, 51(3), 1998, pp. 389-411
This article provides a broad classification and critique of the theor
etical and empirical approaches toward quality initiatives. These are
the ''technical'' managerialist, social managerialist, and critical no
nmanagerialist approaches. The technical managerialist approach is bas
ed upon the flawed assumption that practice follows policy almost like
night follows day. By contrast, focusing on intraorganizational polit
ics and the tensions of hierarchy, social managerialists recognize tha
t outcomes are always a negotiated compromise. A majority of these aut
hors are concerned with rendering quality initiatives more effective f
or management. In contrast, critical nonmanagerialists refuse to take
on uncritically the assumptions and attitudes of management, and are c
oncerned with understanding the forms and content of quality initiativ
es. The article provides a conceptual framework for guiding and advanc
ing research on quality initiatives, and it offers themes and issues w
hich warrant exploring.