Purpose This study aims to understand how family values, family managers and non-family managers influence the institutionalization of management control systems in family firms. Design/methodology/approach A case study was conducted in a family business group that underwent a process of adoption and transformation of its management control system. Findings The results indicate that several non-family managers, besides the controller, played crucial roles in harmonizing the logic of a generalized practice (quality control management) with the existing rationalities of the family firm. The authors also observed that the ISO 9001/quality control management logic together with the family values of professionalism, meritocracy and an emphasis on the business’s identity rather than the family identity have laid the groundwork for the formalization of the business group’s management controls. Practical implications This study shows that quality control management is an accessible source of guidance for the formalization of managerial activities within an organization. Originality/value This paper contributes to the literature by clarifying the role performed by non-family managers during the formalization of management control in family firms. It also shows how the family values of professionalism, meritocracy and an emphasis on the business’s identity rather than family identity can influence the way control is exercised within family firms.

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Agradeço ao meu orientador, Prof. Marcelo Pagliarussi, pela orientação, paciência, críticas e esforço dispensado, que foram essenciais para a minha formação como pesquisador. E fora do ambiente acadêmico, agradeço ao amigo Marcelo pela amizade, conversas, cervejas, uísques e cafés compartilhados. Agradeço à FEARP/USP pelos 10 anos de aprendizado, experiências e amizades. Agradeço aos funcionários, que são essenciais para que a FEARP continue sendo uma escola de excelência. Agradeço a todos os meus professores da graduação e do mestrado, que me guiaram nestes anos de aprendizado. Agradeço aos colegas da pós pelas discussões, desesperos e risadas durante esses 2 anos e meio. Agradeço também aos donos e funcionários da empresa onde este estudo foi realizado pela colaboração e prestatividade. Principalmente o controller que foi essencial para o sucesso deste trabalho. Muito obrigado! Agradeço a meus amigos