We attempt to identify to what extent Total Quality Management (TQM) concepts can be adopted, outside the manufacturing industry, into engineering service organizations. The principles of a leading quality management expert, Philip Crosby, are examined. Our research lead to a hypothesis that organizational implementation of TQM concepts would require a change in management approach and bring about a "paradigm shift" toward the human subsystem. In order to provide better quality in service organizations, the human subsystem obviously had to be improved. Survey results of ninety top engineering design service firms confirmed widespread management knowledge of quality improvement concepts of TQM, zero defects, "do it right the first time," etc., and the implementation of quality improvement programs in the work place. The implementation of quality improvement implies a paradigm shift in engineering management toward the human subsystem.
Hawkins, Stephen; Huebschman, Paul; Lee, Gordon; Liesch, David; Lira, Berenice; and Pervizpour, Mesut, "The Human Subsection of Total Quality Management "A
Paradigm Shift on Quality" Within An Engineering Organization" (1990). Engineering and Technology Management Student Projects. 356.