Systems thinking in quality management

TQM Journal - 2010
TitoConti1
1Torino, Italy

Tóm tắt

PurposeThe 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/approachThe 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.FindingsThe 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/valueThe paper consequently focuses on the value creation process and on how to revisit managing for quality in the systems perspective.

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