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July 2001
Volume 8 • Number 3

Contents

Prioritizing Quality Management and Sociotechnical Variables in Terms of Quality Performance

by Constantine Kontoghiorghes, Oakland University, Deborah Dembeck, Quality Managment and Organization Development Consultant

The purpose of this study was to identify the critical work environment variables for quality performance in a service organization. The study’s 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

INTRODUCTION

The focus of this study is the identification of critical variables for quality performance in a service organization. The study’s 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.