Sammendrag
Total Quality Management (TQM) promises to improve business results, customer and employee satisfaction, and impact on society by focusing on leadership, strategy, personnel, resources and processes, but it often fails as the turbulence of office politics prevents organisations from adopting a sustainable systems perspective. It has been suggested that Critical Systems Thinking (CST) might solve the problem, where methods like Total Systems Intervention (TSI) emphasise the political aspects of implementation, but in practice it may not always be easy to know how to articulate politics as part of the systems model. This paper suggests that methods like TSI can become more successful by explicating the politics of CST through the use of game theory. The idea is illustrated by longitudinal action research on modelling organisational politics as regulatory games within the overall TQM implementation system.
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