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