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The different steps in the development of a new quality management system resemble the phases known within information planning. However, there is one substantial difference: the methods of information planning are in an adult stage and have been supported by computerized aids for years because of their affinity with information technology. This article illustrates the way in which existing similarities between quality control and information control can lead to a model for mutual support. A general model has been designed from information planning, which can serve as an aid in developing quality management systems. Moreover, it goes into the application of the ideas described in an existing organization.

In this article a model is presented concerning the organisation of the maintenance process of a quality system. This model consists of the composition of two existing models. The point of departure is a three‐level model of quality management. Then each of these three levels has been split up into two components called “system‐structural” and “social‐structural”. After introducing several maintenance concepts on a conceptual level, these concepts are applied to each of these levels and components.

Although it is often posited that quality circles are an instrument for improving both efficiency and quality of working life, little systematic research has been done. In 1985 therefore, the Dutch Ministry of Social Affairs and Employment initiated a research study. Describes the results of this study in seven Dutch organizations about the effect of quality circles on the quality of working life. First presents an analytic model in which the main assumption is that the structure of the production process can be considered as an important contingency for the success of quality circles. Next, examines seven cases of Dutch quality‐circle programmes. These programmes are analysed using the above mentioned framework. One of the main overall conclusions is that whether quality circles are a means to improve the quality of working life or not is, among other factors, determined largely by the characteristics of the production structure. Therefore, more attention should be focused on the given production structure of organizations whenever quality circles are initiated.

An increased level of self‐organization, particularly in autonomous work teams, is widely believed to be a necessary part of a successful firm and a factor in many modern restructuring initiatives. This article investigates the limitations of self‐organized groups and surveys these limitations from two important perspectives: (1) limits that are inherent to the production structure and equipment, and (2) limits that relate to the firm’s workforce. With respect to the first issue, the predictability of markets and the standardization of production situations provide strong reasons for limiting the opportunities for self‐organization. In terms of a firm’s workforce, problems such as learning capability, motivation, identity, ambition, and prestige must be taken into account before introducing self‐organizational practices. Additionally, the delegation of authority, the resulting redundancy of middle managers and the relevant compensation for the workers concerned must also be considered. In conclusion, self‐organizing teams relate to many constraints, all of which should be considered before putting these teams into practice.

There is much that is unsatisfactory in the way in which the production function is viewed and described in the literature. This article defines four dimensions along which aspects of the production function can be measured. The dimensions are elaborated upon and their usefulness for describing real‐life situations is explored. Possible directions for both empirical and theoretical research using the concept are suggested.

The purpose of this paper is to compare service outsourcing decisions between public and private organizations and against a theoretical decision-making framework to both understand differences across the sectors and to provide an outsourcing framework more suitable specifically for outsourcing (and for the public sector).

Multiple case studies, i.e. a study of phenomena (here outsourcing process) at various sites is used as an approach.

Findings indicate that public sector organizations are trailing behind private sector organizations in how the decision-making process is conducted and resourced. The authors suggest regular evaluation of service functions internally as a starting point for the outsourcing service decision-making process. Additionally, the market analysis should be done prior to cost analysis and benchmarking as the availability of suppliers more qualified than the internal process defines the make or buy decision.

The newly developed framework based on empirical evidence includes the following phases: regular evaluation of service functions, market analysis, cost analysis and benchmarking and evaluating relevant service activities. Applying the framework improves the efficient delivery of outsourced public services and brings public sector outsourcing closer to the professionalism currently present in the private sector.

Choosing between in-house and outsourced service delivery is a fundamental decision in both private and public sector organizations. Previous outsourcing research has mostly focused on the private sector, with limited focus on the public sector’s outsourcing processes, yet understanding of the service outsourcing process is important in ensuring organizational competitiveness and cost efficiency.

Discusses the organization of quality management from the perspective of control. First defines an abstract control system in terms of hierarchy. Then uses this model to describe the organization of quality management in more detail. Indicates how this abstract control system can be realized in a concrete situation. Aims at making a clear distinction between the hierarchy concept in terms of control and the usual hierarchy concept as it is being used in organizations.

Describes a qualitative study on interaction between systems for production control and quality control within industrial organisations. Production control and quality control interact in a sense. Good performance for one aspect often influences or frustrates the performance of the other. As far as is known, the phenomenon of interaction between production control and quality control has not been described extensively in literature. Therefore we decided to form an inductive theory, based on fieldwork. As a result the study had a particularly qualitative character. It was necessary to sharply delineate the concepts of production control and quality control. The authors regard production control and quality control as two separate, but mutually influencing, control systems in the organisation. On the basis of four case studies, a model was developed that describes and explains the interaction phenomenon between production control and quality control. From this interaction model, points of attention can be deduced for the re‐design of production control systems and quality control systems. The model was tested in two other case studies involving consultants in the area of production control.

The purpose of this study is to test the relationship between team composition and team performance by applying the construct of Ten Haaf, Bikker and Adriaanse.

Data were collected from a sample of 39 teams out of a population of 234 undergraduate MBA students. Four performance indices of each team were tested against the Ten Haaf et al. scores by using Spearman's rank test.

A statistical relation between team composition according to Ten Haaf et al. and team performance was not found. It is argued that Ten Haaf et al. and other authors do not use constructs according to Belbin's theory of balancing teams.

There is need for a construct, which is isomorphic with Belbin's notions of team balancing. The relation between this construct and performance should be tested.

The current team balancing constructs in literature are of limited use. As the various constructs give differing assessments of balance these constructs should not be used. Implications are suggested for more prescriptive algorithms for designing balanced teams.

The team composition algorithm of Ten Haaf et al. has not been tested up to now with regard to team performance. The study amplifies on the ambiguity of the concept of team balance.

Many views on quality management in professional service firms derived from ideas of industrial quality management. It seems that in the area of professional services these ideas are taken over without much criticism. For instance, the ideas on quality control and quality assurance generally are heavily based on the ISO 9000 standards. In The Netherlands the PACE‐standards have been deduced from the ISO 9000 standards for application in hospitals. In this paper it has been argued that in many cases a more situational approach will be preferable. A global framework for a quality system in a professional service firm has been presented.This framework has been compared with the restrictions for quality systems in hospitals, following from the PACE‐standards.