Total Quality Management at the New Jersey site of the XYZ Corp.

This case study examines the quality management process at the XYZ Company New Jersey manufacturing site. It attempts to assess the overall impact of quality on the site operations from the employees’ point of view. Interviews with site managers, supervisors and employees support the claim that some organizations use Total Quality Management to legitimize their organizations (Moss-Kanter, Stein & Jick, 1992; Zbaracki, 1994).