In a world full of moving parts, complexity, and constant change, how do we design business processes that actually work? The answer lies in thinking like a systems theorist. General Systems Theory (GST) gives us a way to understand how parts of an organisation interact, how processes create outcomes, and how feedback loops drive improvement.
In this article, we’ll explore what General Systems Theory is, and how its principles can help you manage workflows, processes, and change more effectively.
What is General Systems Theory?
General Systems Theory (GST) is a framework developed by Austrian biologist Ludwig von Bertalanffy in the 1940s. Rather than studying isolated components, GST looks at whole systems and how their parts interact to produce results.
At its core, GST says that every system has:
- Inputs (resources, data, energy)
- Processes (transformation of inputs)
- Outputs (products, decisions, results)
- Feedback Loops (information used to adjust future performance)
It can apply to everything from ecosystems and machines to businesses and workflows.
How General Systems Theory Applies to Business
Businesses are systems. Each department, process, or function acts as a subsystem. GST helps us understand how everything connects and influences performance.
Here’s how it relates:
- A customer service workflow is a system.
- A sales pipeline is a system.
- A project management process is a system.
When one element changes, it affects the entire system. GST encourages us to think holistically, rather than focusing on isolated tasks.
Applying GST to Workflow & Process Management
Processes as Subsystems
Every business process (e.g., onboarding, billing, customer support) is a subsystem within the larger organisational structure. It has:
- Inputs (information, people, materials)
- Transformation steps (tasks, approvals, decisions)
- Outputs (completed service, product delivery, report)
Understanding these parts lets you design better workflows and measure success.
Workflows as Dynamic Systems
Workflows aren’t static. People, tech, data, and timing influence them. GST teaches us to watch for how these moving parts interact—and where friction or failure might occur.
Feedback Loops Enable Improvement
No process is perfect. Just like biological systems evolve, business workflows need feedback to improve. Use:
- KPIs
- Customer feedback
- Workflow analytics
…to guide ongoing process optimisation.
Breaking Down Silos
GST promotes system thinking over siloed thinking. Instead of each department doing its own thing, GST encourages cross-functional visibility and alignment. Tools like Checkify support this by providing centralised, transparent workflows
Benefits of Using a Systems Approach in Business
- Holistic understanding: See the big picture of how processes connect
- Improved collaboration: Foster cross-department alignment
- Adaptability: Quickly respond to change with feedback-driven improvements
- Efficiency: Remove bottlenecks and reduce redundancy
Equifinality and Business Processes
One of the most fascinating concepts in General Systems Theory is the Equifinality Principle—the idea that there are multiple paths to the same outcome. In business, this means there isn’t always just one “right” way to complete a process. Different teams, tools, or workflows can achieve the same goal depending on the context.
By embracing equifinality, businesses can stay flexible, adapt to change, and empower teams to find the most efficient route to success, whether through automation, delegation, or innovation. It’s a powerful reminder that system design should focus on results, not rigid rules.
Think in Systems
General Systems Theory reminds us that everything in business is connected. From the smallest task to the most complex workflow, thinking in terms of systems leads to better decisions, smoother operations, and more resilient organisations.
By applying GST principles to your processes, you not only improve how work gets done, but you also build a more innovative, more adaptive business ready for whatever comes next.