Total Quality Control
vs. Total Quality Learning
Table A:
(Sitkin et al., AMJ, July, 1994)
Shared TQM Percepts |
TQC Principles |
TQL Principles |
| Customer satisfaction |
Monitor & assess known customer needs
Benchmark to better understand existing customer needs
Respond to customer needs |
Scan for new customers, needs, or issues
Test customer need definitions |
| Continuous Improvement |
Exploit existing skills and resources
Increase control and reliability |
Explore new skills and resources
Increase learning and resilience |
| Treating the Organization as a Total System |
First-order learning
Participation enhancement focus |
Second-order learning
Diversity enhancement focus |
|