
14. D. A. Benton, How to Think Like a CEO: The 22 Vital Traits You Need to Be
the Person at the Top, New York: Warner Books, 1999, p. 453f.
15. Brown, Why TQM Fails, p. 18.
16. Adapted from Brown, Why TQM Fails, pp. 7–8.
17. Ben Margulio, Human Error Prevention Seminar, Cold Spring, NY: 2003,
p. 16.
18. Lori L. Silverman and Linda Ernst, “SEDUCE: An Effective Approach to
Experiential Learning,” The 1999 Annual: Volume 1, Training, San Francisco:
Jossey-Bass/Pfeiffer, 1999.
19. Adapted from English, IDW&BIQ, p. 366–367.
20. Brown, Why TQM Fails, pp. 69–134.
21. W. Edwards Deming, The New Economics: For Industry, Government,
Education, 2nd ed., Cambridge, MA: The MIT Press, 2000, orig. ed. 1994,
p. 121.
22. Brown, Why TQM Fails, p. 137. 23.
23. Jan Carlzon, Moments of Truth, New York: Harper& Row, 1987, p. 1.
24. Quality, Speed, Customer Involvement and the New Look of Organizations,
Boulder: Career Track, 1992.
25. Brown, Why TQM Fails, p. 143–145.
26. Macy, Izumi, Bliese, and Norton. “Organizational Change and Work
Innovation: A Meta-Analysis of 131 North American Field Studies 1961–
1991,” Research in Organizational Change and Development, Vol. 7, Woodman
and Passmore, eds. Greenwich, CT: JAI Press, 1993, as cited in Brown, Why
TQM Fails, p. 144.
27. See Lawler, High Involvement Management, as cited in Brown, Why TQM
Fails, p. 145.