The Evolving Merger of Socio-Technical Systems and Quality Improvement Theories

The Socio-Technical Systems (STS) theory, characterized by employee empowerment, opportunity to learn, and autonomy, supports workteams with an emphasis on enhancing worker job satisfaction. In contrast, the basic theory informing total quality management (TQM) or continuous quality improvement (CQI) focuses on processes, customers, statistical process control, organizational culture, employee involvement, and continuous improvement to enhance quality and productivity. The two perspectives share many assumptions and tenets. Further, each has its strengths and weaknesses. These are described with a focus on variation, organizational redesign, human resource development, and extended relationships. It is concluded that STS is ambiguous and theoretical and may over-emphasize the social side of the organizational system, whereas TQM/CQI may be overly prescriptive and pragmatic and may over-emphasize the technical side of the system. The suggestion is made that the two theories are in the process of being merged and combined with other approaches to enhance the transformation of industry.