Abstract
The crisis in quality and the issues that many western countries now face in their search for meaningful structures to guide National and International models of organization excellence is an issue of great concern to management scholars. This ground-breaking book is based on papers presented at the fifth meeting of the Multinational Alliance for the Advancement of Organizational Excellence (MAAOE) held in Sydney, Australia in January 2006. MAAOE is an alliance of researchers and practitioners from around the world dedicated to the creation, dissemination and application of interdisciplinary and multicultural knowledge for organizational excellence. The quality management that emerged from theses discussions has an explicit theory; rejects the notion of customer sovereignty; recognizes that customers may not always be stakeholders; distinguishes between organizational and environmental sustainability; focuses on meeting the wants and expectations of all stakeholders; explicitly addresses the issue of 'social responsibility'; looks to stakeholder loyalty rather than stakeholder satisfaction; rejects 'continuous improvement' and 'management by facts' as relics of the shop floor and manufacturing orientation of second generation quality management. And, in contrast to the contemporary practices, this new view of quality management is being developed and articulated by management scholars rather than consultants. [Book Synopsis]