Purpose – Business processes have an open and dynamic character and are influenced by internal an external disturbances. Without an adequate use of feedback mechanisms, those processes become unstable and do not achieve the expected performance. The purpose of this paper is to face the...

Purpose – The purpose of this paper is to present research about identifying critical management behaviour regarding quality orientation in organisations. Design/methodology/approach – In order to describe how quality orientation is manifested in management behaviour, the critical incident...