| ORGANISATIONAL CHANGE BY MEANS OF QUALITY MANAGEMENT: EFFECTS ON PERFORMANCE Jonas Hansson Issue 27 (Vol. 14, No. 1), June 2004, pp. 61-74. This paper summarizes results from three different studies of successful TQM implementation. The aim is to describe imperative issues for succeeding with the implied change process, and present outcomes in terms of soft and hard performance measurements. The findings indicate that organisations that successfully implement TQM experience improvements in both hard and soft performance measurements, and positively diverge from other organisations within their context. |