Volume 8 • Number 3
Prioritizing Quality Management and Sociotechnical
Variables in Terms of Quality Performance
by Constantine Kontoghiorghes, Oakland University,
Deborah Dembeck, Quality Managment and Organization Development
The purpose of this study was to identify the critical
work environment variables for quality performance in a
service organization. The studys theoretical framework
was based on total quality management and sociotechnical
systems theories. This exploratory study concluded that
the following organizational variables are the most important
when it comes to quality improvement in a marketing services
organization: satisfaction with internal processes; commitment
of peers toward quality; having easy accessibility to others
in the organization; effective communication channels within
and between work teams; and achievement of ISO 9001 certification.
Key words: quality indicators, sociotechnical systems
The focus of this study is the identification of critical
variables for quality performance in a service organization.
The studys theoretical framework is based on the principles
and premises of the total quality management (TQM) and sociotechnical
systems (STS) approaches, which have been cited by literature
to have a direct effect on quality performance.