Yin-yang: a dialectical approach to total quality management

摘要

This paper departs from the consideration of paradox as an organizational phenomenon, supporting the thesis that traditional management (thesis) should meet modern management (antithesis), in order to build a synthesis and not to settle for a solution of compromise. The application of a dialectical perspective to quality management leads to five principles: (1) less inspection in order to promote product quality; (2) control to promote autonomy; (3) authoritative leadership to promote participation; (4) doubt to promote trust; and (5) routine planning to promote creativity. These principles are discussed, leading to the conclusion that the dialectical synthesis resulting from the confrontation between traditional and critical versions of quality management promotes a refreshing view of quality.