Making Sense of "Quality?"-Toward a Review and Critique of Quality Initiatives in Financial Services

This article provides a broad classification and critique of the theoretical and empirical approaches toward quality initiatives. These are the "technical" managerialist, social managerialist, and critical nonmanagerialist approaches. The technical managerialist approach is based upon the flawed assumption that practice follows policy almost like night follows day. By contrast, focusing on intraorganizational politics and the tensions of hierarchy, social managerialists recognize that outcomes are always a negotiated compromise. A majority of these authors are concerned with rendering quality initiatives more effective for management. In contrast, critical nonmanagerialists refuse to take on uncritically the assumptions and attitudes of management, and are concerned with understanding the forms and content of quality initiatives. The article provides a conceptual framework for guiding and advancing research on quality initiatives, and it offers themes and issues which warrant exploring.