Adapting TQM Implementation to Organizational Level

Resumen

Top, middle and first line managers were interviewed to identify their reactions to implementation of Total Quality Management. Their reactions, by managerial level, to various drivers and obstructions were nearly reversed in dominance.. Based on this information, approaches to implementing TQM are recommended as follows: top management, negotiation and agreement; middle management, participation and involvement, first line managers, facilitation and support.