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
|
|
|
|
