Quality and Performance Management in the 21 Century – A New Approach

At the beginning of the 20 Century the world of work was revolutionized both by Frederick Taylor and his “Principles of Scientific Management” (Taylor 1911) and Max Weber ́s principles of a “bureaucratic-monocratic file-oriented administration ”. These approaches, which were based on efficiency and rationality, had for a long time a determining influence on organizational behaviour and still have in certain aspects to this day. In the middle and at the end of the 20 century Deming, Juran, Crosby, Ishikawa and others introduced new approaches with the so-called Quality management which was focused more on business processes and team structures. This led to various systems, standards and criteria such as TQM, DIN ISO 9000 : 2000 ff, EFQM and CAF (Pollitt 2000; Heinrich 2004; Wächter 2004; Deutsche Gesellschaft für Qualität e. V. 2005: 156 ff; von Bandemer 2005, Øvretveit 2005, Talbot 2005) which saved quality targets and examples for best practice. Quality management then was basically meant to establish these rules and standards and to control resp. assure compliance.