Control: a contested concept in TQM research

Abstract

Increased control of the process through, for example, reduction of special and common causes of variation, is fundamental to total quality management (TQM), yet this is one of the main areas targeted by its critics. However, there appears to be much misunderstanding between those from the operations management and quality management fields and those with human resource management and industrial relations backgrounds of the perception of the concept of control. Attempts to clarify some of the misunderstandings and widens what can be argued to be the somewhat "blinkered" views of those writing on TQM, both advocates and critics.