Quality thinking and systems thinking

Abstract

Purpose – The full meaning of quality and quality management concepts can be only understood within the framework of systems thinking. The need for a new paradigm, based on systems theory, is even more evident when the attempt is made to extend quality management concepts from the material level of economic transactions to the immaterial level of social relations, to create value for people, organisations and societies.Design/methodology/approach – On the basis of previous papers by the author, where the connection between quality and value was explored, this paper recalls some basic principles of systems thinking in relation to social systems, focussing then on the theme of quality management in the systems thinking perspective.Findings – The problem of redesigning TQM models in the systems perspective is addressed. Starting from a model of the organizational system and its environment, a logical representation of quality management models in the systems perspective is given.Originality/value – The paper...