Systems thinking in quality management

Abstract

Purpose

The purpose of this paper is to discuss the ongoing developments of quality management systems theories and to summarize results of experiments that the author has been conducting since 2003 on convergence of quality thinking and systems thinking and the value generation process in the systems perspective.

Design/methodology/approach

The paper discusses the ongoing developments of quality management systems theories and summarizes results of experiments on convergence of quality thinking and systems thinking and the value generation process in the systems perspective.

Findings

The first finding is the real incorporation of the modern systems view into quality management; the second is the key role of joint quality and systems thinking in value generation. Techniques and technology are absolutely necessary, but they will not produce the necessary changes. Among the competitive factors, they are no longer the most critical. The fragmented view of management is not just a quality management problem, but also a general management problem. At the roots of the problem of approach and tool fragmentation there is a strategic fragmentation, the lack of systemic perspective, silos‐type organizations, excessive specialization.

Originality/value

The paper consequently focuses on the value creation process and on how to revisit managing for quality in the systems perspective.

Citation

Conti, T. (2010), "Systems thinking in quality management", The TQM Journal, Vol. 22 No. 4, pp. 352-368. https://doi.org/10.1108/17542731011053280