{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,20]],"date-time":"2024-09-20T15:36:27Z","timestamp":1726846587561},"reference-count":0,"publisher":"Wiley","issue":"3","license":[{"start":{"date-parts":[[2003,6,3]],"date-time":"2003-06-03T00:00:00Z","timestamp":1054598400000},"content-version":"vor","delay-in-days":2224,"URL":"http:\/\/onlinelibrary.wiley.com\/termsAndConditions#vor"}],"content-domain":{"domain":["onlinelibrary.wiley.com"],"crossmark-restriction":true},"short-container-title":["J Management Studies"],"published-print":{"date-parts":[[1997,5]]},"abstract":"<jats:p>In this paper we explore a case study of total quality management (TQM) within the financial services sector. We demonstrate that a \u2018conformance to requirements\u2019 approach towards TQM is concerned with increasing management\u2019s physical and financial control over procedures, documentation, systems and people. Such an approach only partially addresses quality because (a) there can never be a precise \u2018conformance\u2019 and (b) this approach neglects customers and employees. We illustrate that often management do not understand the flaws\/problematics and underlying philosophy behind TQM. Thus they continue to adopt \u2018inconsistent\u2019 approaches, such as attempting to control costs and employees while espousing the importance of the customer and the need for a trust\u2010based culture. Yet, whether or not they understand the rationale behind TQM and attempt to widen their focus by considering people and customers more directly, we argue that management cannot easily adopt a \u2018consistent\u2019 approach because a preoccupation with controlling costs is bound up with career\u2010based identities and hierarchical power relations. Ultimately we argue that management cannot control \u2018quality\u2019 in any simple top down way, essentially because of the \u2018indeterminacy\u2019 of labour, the \u2018intangibility\u2019 of customer satisfaction, and the complexity of organizational power and identity relations.<\/jats:p>","DOI":"10.1111\/1467-6486.00055","type":"journal-article","created":{"date-parts":[[2003,6,3]],"date-time":"2003-06-03T07:50:22Z","timestamp":1054626622000},"page":"371-388","update-policy":"http:\/\/dx.doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":46,"title":["\u2018How would you measure something like that?\u2019: Quality in a Retail Bank"],"prefix":"10.1111","volume":"34","author":[{"given":"David","family":"Knights","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Darren","family":"McCabe","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"311","published-online":{"date-parts":[[2003,6,3]]},"container-title":["Journal of Management Studies"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.wiley.com\/onlinelibrary\/tdm\/v1\/articles\/10.1111%2F1467-6486.00055","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/onlinelibrary.wiley.com\/doi\/pdf\/10.1111\/1467-6486.00055","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,10,28]],"date-time":"2023-10-28T07:52:45Z","timestamp":1698479565000},"score":1,"resource":{"primary":{"URL":"https:\/\/onlinelibrary.wiley.com\/doi\/10.1111\/1467-6486.00055"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[1997,5]]},"references-count":0,"journal-issue":{"issue":"3","published-print":{"date-parts":[[1997,5]]}},"alternative-id":["10.1111\/1467-6486.00055"],"URL":"https:\/\/doi.org\/10.1111\/1467-6486.00055","archive":["Portico"],"relation":{},"ISSN":["0022-2380","1467-6486"],"issn-type":[{"value":"0022-2380","type":"print"},{"value":"1467-6486","type":"electronic"}],"subject":[],"published":{"date-parts":[[1997,5]]},"assertion":[{"value":"2003-06-03","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}