Paper Title
Work System Method and its Application to a University Context

Higher education institutions are increasingly placing greater emphasis on meeting students’ expectations and needs. However, recently in South Africa there has been a prodigious increase in the number of student protests as a consequence of dissatisfaction. The Work System Method (WSM) provides a rigorous but non-technical approach to visualize and analyse systems related problems and opportunities. Therefore, the purpose of this paper is to demonstrate the unique application of the Work System Method (WSM) in a university context. A qualitative paradigm was adopted using an action research approach. A purposive convenience sampling technique was employed with a total of 30 respondents participating in the research. The insights in the paper might be useful for planning and justifying the use of WSM to a similar context. Keywords— Work System Method; service systems; university of technology; evaluation; service quality