MAKING SENSE OF QUALITY - TOWARD A REVIEW AND CRITIQUE OF QUALITY INITIATIVES IN FINANCIAL SERVICES

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.