Matching process choice and uncertainty: Modeling quality management

Abstract

Based on organizational theory, a contingency model of quality management practices is proposed, whereby quality management orientation, process choice, and environmental uncertainty are the contextualizing variables. The model posits that to maximize quality and firm performance, quality management practices must be congruent with the particular situation within which the firm finds itself. Thus, no one set of quality management practices can be implemented and be expected to increase performance in all environments. The model suggests reasons for quality management program failures found in recent research and the popular press. Research propositions and implications are discussed.

Citation

Jones, R.T. and Ryan, C. (2002), "Matching process choice and uncertainty: Modeling quality management", Business Process Management Journal, Vol. 8 No. 2, pp. 161-168. https://doi.org/10.1108/14637150210425117