Evaluating Change Tools for Manufacturing and Service

This essay critically evaluates the effectiveness of two change tools—socio-technical systems and total quality management—in driving organizational change within both manufacturing and service sectors. The study examines the application of these tools in four specific organizations: SingTel and Singapore Airlines (service sector), and Global Fashion Group and Aalst Chocolate (manufacturing sector). The essay explores the strengths and weaknesses of each change tool within the context of each industry, ultimately contending that while both tools may be suitable for the service sector, only total quality management proves consistently effective in the manufacturing sector. The analysis considers factors such as customer satisfaction, technological integration, and the impact of organizational culture. The essay uses peer-reviewed academic journal articles to support its arguments, and follows the Chicago 16 referencing style. The core of the essay addresses the appropriateness of the selected change tools in the specified contexts.

Running head: ORGANIZATION DEVELOPMENT AND CHANGE
ORGANIZATION DEVELOPMENT AND CHANGE
Name of the Student
Name of the University
Author Note

1ORGANIZATION DEVELOPMENT AND CHANGE
Introduction
The main purpose of this essay will be to critically evaluate the two selected change tools
in the context of the selected four organizations. The two change tools are socio-technical system
approach and total quality management. For socio-technical system the selected service
organization is SingTel and the manufacturing company is Global Fashion Group, whereas the
service provider organization
for total quality management is Singapore Airlines and that of manufacturing organization is
Aalst Chocolate. In this context, it can be said that the main topic of discussion is organizational
change, which can be termed as altering the overall processes along with the strategies, culture
and techniques within the working environment of a particular business entity. It also involves
the effects that are occurred during alterations of the above mentioned processes. The focus will
also be on critical evaluation of the two selected change tools for their effectiveness in two
different industries, which are manufacturing industry and service industry. This essay will
explore the contention that socio-technical system and total quality management change tools are
both useful for service sector, but only total quality management is a useful or effective tool for
manufacturing sector. Thus, it can be stated that the scope of this essay will be to will to find out
the effectiveness of the selected two change tools in the four selected organizations, and will
cover all the aspects briefly so that a clear idea can be achieved but a thorough discussion on the
related topics will not be covered, as it will not provide enough space for brief discussion of the
related topics that need to be covered in this essay.

2ORGANIZATION DEVELOPMENT AND CHANGE
Socio-Technical System Change Tool
The change tool of socio-technical system can be regarded as an approach to the complex
organizational design of work that helps in interaction between the employees and the
technology that is used to operate the business operations within the business entities. In other
words, it can be said that is a system which helps in the interaction between the complex
infrastructures of the society and the behaviour of the humans who are present ion that society
where that an organization performs (Kull, Scott and Ram 2013). It is used with the involvement
of the technical systems as well as the operational processes along with the people who are
involved in the interaction process with the society or community where they are performing. It
can be noted here that the policies, rules and regulations of an organization governs this
particular change tool of socio-technical system. Main factors that are involved in this change
tool are the people of the society, the employees of the companies and the technical system,
which are involved in the overall business operations of a particular business house. Other
factors that are also involved in this overall process are equipment, operating system,
communications and data management and application systems (Trist, Hugh and Beulah 2016).
Relationship between the employees of the companies and the society or community where they
are performing is the most important characteristic of this change tool. But, it can be stated in
this context that the same outcome is nit produced all the time in this change tool, as the
behaviour of the system is partially dependent on the human operators. Technical knowledge
also plays an integral part in this particular change tool model (Kurbatov 2015).
Total Quality Management Change Tool
Total quality management change tool, on the other hand, can be regarded as the
management approach which helps in the long-term success through the process of customer

3ORGANIZATION DEVELOPMENT AND CHANGE
satisfaction (Gharakhani et al. 2013). It can be noted that all the members or the employees of a
company in the improvement process along with the products, services and the culture where the
employees work (Sabella, Rami and Omar 2014). Satisfaction of the customers who avail wide
array of products and services of the organizations plays an important role in this particular
change tool. Total quality management is accomplished with the usage of the five principles,
which are production of quality work for the first time, possess a strategic approach to
improvement, focus on the customer, encouragement of mutual respect and teamwork and
continuous improvement (Mosadeghrad 2014). The main focus is made on the improvement or
development of the products and services that are designed and manufactured by the
management of the organizations. Satisfaction of the consumers also plays an integral part in the
overall business operations of the organizations. The main objective of this change tool is to
eliminate the waste from the manufacturing of the products along with to increase the efficiency
level by assuring the efficient production process of these manufacturing products (Talib and
Zillur 2015).
About the selected Organizations
Service Industry
It has been already discussed that SingTel and Singapore Airlines has been selected as the
service sector organizations. In this context, it can be said that SingTel or Singapore
Telecommunications Limited is one of the four major telecom service provider company from
Singapore. This company is the largest mobile network operator in the region of Singapore.
Apart from Singapore, other parts of the world like Asia, Africa and Australia are also served
through the services of these organizations. More than 640 million customers are the users of the
mobile network services across the world (singtel.com 2020). The products that are offered by

4ORGANIZATION DEVELOPMENT AND CHANGE
the management of this company is broadband and fixed-line internet services, fixed-line and
mobile telephony, information technology, digital television and network services. On the other
hand, the organization of Singapore Airlines is the flag carrier aviation company from Singapore,
which was founded in the year of 1972. The current fleet size of this organization is 137, and
possess as one of the top service provided organization in the aviation industry. Passengers
across the world are facilitated from the wide array of services that are provided by this
company, and has helped them to be a globally reputed brand through the services that are
offered (singaporeairlines.com 2020).
The major similarities of both the service provided organisations is that both are globally
reputed organizations through the wide array of services that are provided by these companies.
But the set of customers are totally different for both these business houses. The management of
both Singapore Airlines and SingTel depend on the quality of the services that are offered by
them. The quality of the services depend on meeting the requirements of the customers or
passengers who avail the services of these two companies. Both of them have to depend hugely
on the modern technology and need to upgrade them according to the alterations that happens in
the technical fields. But, as the requirement of the customers are different for both the
organizations, the management offers their services in innovative and efficient ways (Al-Dhaafri
et al. 2013).
Manufacturing Industry
On the other hand, Global Fashion Group and Aalst Chocolate has been selected as the
manufacturing organizations. Global Fashion Group is an e-commerce fashion platform which
offers products like shoes, beauty products, clothing and accessories (globalfashiongroup.com
2020). It was founded in the year of 2011, and operates across four continents through the wide

5ORGANIZATION DEVELOPMENT AND CHANGE
network of the regional business entities. It can be noted in this context that the management of
this group of organizations, which is based in Singapore only, has developed commercial
relationship involving more than 10,000 local as well as international brands, which has also
helped to develop an infrastructure comprising of integrated supply chain process. Aalst
Chocolate, on the other hand, is the manufacturer of gourmet chocolates, industrial compounds
and chocolates and other products related to confectionaries (aalstchocolates.com 2020). It was
founded in the year of 2003 in the region of Singapore, but are served across the whole world. It
can be stated that this organization is the first factory involved in manufacturing process of
chocolate that is owned and managed by the people from Singapore (Carvalho 2015).
Again, the set of customers are different for both these companies, and both of them
provides a wide array of products to the people globally, and the quality plays an integral part in
the offerings of the products, mainly for Aalst Chocolates. Innovativeness is important for both
the organizations, which helps the business houses to enjoy the competitiveness in the global
market places. But as the products are different and so are the targeted market segment, different
marketing strategies are followed by these two business entities. Aalst offers eatable items, so the
product need to be made in such a way that it can be consumed within few days after
manufacturing the final product (Leavengood, Timothy and Tugrul 2014).
Application of Socio-Technical System to Manufacturing Organizations
The main advantage that will be enjoyed to the manufacturing organizations of Aalst
Chocolate and Global Fashion Group is the proper identification of the needs and requirements
of the customers and deliver the product accordingly. But, it can be noted that if the management
fails to identify the basic requirements effectively, the product will not possess the effect as
expected and the company will lose the competitiveness in the market places where they are

6ORGANIZATION DEVELOPMENT AND CHANGE
performing (Frost and John 2014). As there is direct interaction between the employees and the
society regarding the technical aspects of the business that is operated by them, the likings and
disliking of the people can be identified in a better way. But, relying on the technical aspects
always never become beneficial to these organizations as it follows a complex infrastructure and
it often hampers the overall flow of the business operations of the organizations like Global
Fashion Group and Aalst Chocolate (Davis et al. 2014).
Application of Socio-Technical System to Service Organizations
In the context of application of the change tool of socio-technic system to service
organizations like Singapore Airlines and SingTel, the main advantaged that can be identified is
the interaction between the employees and the technology that is used to operate the business
operations, which will help to assess the requirements of the people and directly communicate
the features of the services to the people of the society where they are serving (Goetsch and
Stanley 2014). But, the involvement of the complex infrastructure often restricts the
communication process between the employees and the society. Huge involvement of
infrastructural and technological processes and aspects of this change tool often affects adversely
on these organizations, as too much dependency on technology hampers the overall inte4raction
process between the society and the employees (Pence et al. 2014).
Application of Total Quality Management to Manufacturing Organizations
Total quality management change tool will have a huge effect on the overall business
operations of the organizations of Aalst Chocolate and Global Fashion Group. It can be noted in
this context that quality plays the most vital part in the business operations of these two

7ORGANIZATION DEVELOPMENT AND CHANGE
organizations, as both deals with food and fashion (Talib 2013). Quality of chocolates along with
the quality of the fashion and accessories will help to attract more people from the markets where
they operates. But, on the other hand, if the quality is not up to the mark, then the competitive
advantage will be lost in the market places where they are operating across the world.
Application of Total Quality Management to Service Organizations
In the context of the service companies of SingTel and Singapore Airlines, total quality
management change tool will involve in the long-term success factor in the business operations
through satisfying the ever-changing needs and requirements of the customers or passengers who
are availing them. Maintaining the quality of the servicers that are provided by these companies
will help to attract more people towards them, and gain the sustainable competitive advantage
over others. But, all dependency on the quality will hamper to pay attention to other parts of the
services that are provided by these two organizations (Psomas, Fotis and Kafetzopoulos 2014).
Level of satisfaction between customers also varies as it is not always possible to maintain the
five principles of this change tool, which are production of quality work for the first time,
possess a strategic approach to improvement, focus on the customer, encouragement of mutual
respect and teamwork and continuous improvement. Improvement or development of the
services that are designed and manufactured by the management of these organizations cannot
always be possible because of following these principles (Vituri and Évora 2015).
Conclusion
From the above discussion, it can be stated that both the socio-technical system and total
quality management change tool possess advantages as well as disadvantages to the

8ORGANIZATION DEVELOPMENT AND CHANGE
manufacturing and servicer organizations of Singapore Airlines, SingTel, Global Fashion Group
and Aalst Chocolate.

9ORGANIZATION DEVELOPMENT AND CHANGE
References
(2020). Retrieved 22 February 2020, from https://www.aalstchocolate.com/
(2020). Retrieved 22 February 2020, from https://www.singaporeair.com/
Al-Dhaafri, Hassan Saleh, Rushami Zien Yusoff, and Abdullah Kaid Al-Swidi. "The effect of
total quality management, enterprise resource planning and the entrepreneurial orientation on the
organizational performance: The mediating role of the organizational excellence---A proposed
research framework." International Journal of Business Administration 4, no. 1 (2013): 66-85.
Carvalho, Luís. "Smart cities from scratch? A socio-technical perspective." Cambridge Journal
of Regions, Economy and Society 8, no. 1 (2015): 43-60.
Davis, Matthew C., Rose Challenger, Dharshana NW Jayewardene, and Chris W. Clegg.
"Advancing socio-technical systems thinking: A call for bravery." Applied ergonomics 45, no. 2
(2014): 171-180.
Frost, Brendon, and John PT Mo. "System hazard analysis of a complex socio-technical system:
the functional resonance analysis method in hazard identification." In Proc. of Australian System
Safety Conference, Melbourne Australia, pp. 28-30. 2014.
Gharakhani, Davood, Hossein Rahmati, Mohammad Reza Farrokhi, and Arshad Farahmandian.
"Total quality management and organizational performance." American Journal of Industrial
Engineering 1, no. 3 (2013): 46-50.
Global Fashion Group (GFG) is the leading fashion and lifestyle destination in growth markets.
(2020). Retrieved 22 February 2020, from http://global-fashion-group.com/
Goetsch, David L., and Stanley B. Davis. Quality management for organizational excellence.
Upper Saddle River, NJ: pearson, 2014.

10ORGANIZATION DEVELOPMENT AND CHANGE
Kull, Thomas J., Scott C. Ellis, and Ram Narasimhan. "Reducing behavioral constraints to
supplier integration: A socio‐technical systems perspective." Journal of Supply Chain
Management 49, no. 1 (2013): 64-86.
Kurbatov, Vladimir Leonidovich. "Economic view on corporation as an open socio-technical
system." Asian Social Science 11, no. 3 (2015): 353.
Leavengood, Scott, Timothy R. Anderson, and Tugrul U. Daim. "Exploring linkage of quality
management to innovation." Total Quality Management & Business Excellence 25, no. 9-10
(2014): 1126-1140.
Mobile, Fibre Broadband and TV services provider | Singtel. (2020). Retrieved 22 February
2020, from https://www.singtel.com/
Mosadeghrad, Ali Mohammad. "Essentials of total quality management: a meta-
analysis." International journal of health care quality assurance (2014).
Pence, Justin, Zahra Mohaghegh, E. Kee, F. Yilmaz, R. Grantom, and D. Johnson. "Toward
monitoring organizational safety indicators by integrating probabilistic risk assessment, socio-
technical systems theory, and big data analytics." In Proceedings of 12th international topical
meeting on probabilistic safety assessment and analysis (PSAM12). 2014.
Psomas, Evangelos, Fotis Vouzas, and Dimitrios Kafetzopoulos. "Quality management benefits
through the “soft” and “hard” aspect of TQM in food companies." The TQM Journal (2014).
Sabella, Anton, Rami Kashou, and Omar Omran. "Quality management practices and their
relationship to organizational performance." International Journal of Operations & Production
Management (2014).
Talib, Faisal, and Zillur Rahman. "Identification and prioritization of barriers to total quality
management implementation in service industry." The TQM Journal (2015).

11ORGANIZATION DEVELOPMENT AND CHANGE
Talib, Faisal. "An overview of total quality management: understanding the fundamentals in
service organization." Talib, F.(2013),“An overview of total quality management: understanding
the fundamentals in service organization”, International Journal of Advanced Quality
Management 1, no. 1 (2013): 1-20.
Trist, Eric, Hugh Murray, and Beulah Trist, eds. The Social Engagement of Social Science, a
Tavistock Anthology, Volume 2: The Socio-Technical Perspective. Vol. 2. University of
Pennsylvania Press, 2016.
Vituri, Dagmar Willamowius, and Yolanda Dora Martinez Évora. "Total Quality Management
and hospital nursing: an integrative literature review." Revista Brasileira de Enfermagem 68, no.
5 (2015): 660-667.