An Application of Complexity Theory for Directing Organizational Change

This dissertation presents a review of the development and components of complexity theory and its application to human systems. Implications for managing organizations derived from complexity science are also delineated. Examples of planned structural, process, and cultural changes in a wireless communications company derived from complexity theory are described and analyzed. Research questions derived from management applications of complexity theory are presented to assess the impact on planned organizational changes for improving customer service and creating optimal relations with vendor organizations. Empirical results used in testing these research questions in a field setting utilizing multiple data-gathering approaches are presented. Finally, the implications of this research for applying complexity theory as a paradigm for managing contemporary organizations are addressed