Dilemmas of Confrontation

Practicing action research in workplaces is a choice of letting oneself be closely involved in other peoples’ integrity as working men and women. The encounter between the researcher and the social group in the contract organization is the vital and sometimes only instrument for generating new learning and lasting change, thus it is critical for engaged action researchers to continuously be self-reflective on our praxis and appearance in this encounter. Within the action research literature, this encounter is discussed in relatively broad terms emphasizing preferred roles, values and strategies for organizing collaborative learning processes. Relatively little is reported, however, on the unpleasant sides of this interaction between the researcher and the collaborative group. In line with Greenwood and Levin’s (1998) argument for the action researcher as a friendly outsider who confronts in a supportive way, most researchers practicing action research have experienced how difficult it is to be as confronting as it takes if dysfunctional social routines are to be changed. In this article, I report on my own practice from an action research project, where I gradually developed my skills and confidence in acting more confronting as to bring forward new collaborating working routines among metal workers. I discuss three different forms of confrontation to be of critical necessity. By daring to act more confrontational, I also realized that it made me feel better about myself as a professional engaged researcher as I could reveal my true meanings and perspectives to the workers. I conclude by suggesting that in order for an engaged researcher to be able to develop her role as a confronting practitioner it is important to work closely in a team with fellow researchers, as well as to have the personal capacity to be self-reflexive and self-therapeutic.     

Toward a Holistic View of Staff Development of Regional Tutorial Staff at the Open University

This paper presents a personal account of the theory and practice of staff development of Open University (OU) tutorial staff, based on nearly 30 years' experience, during which I have consciously reflected on my work, continually building on what has seemed important. It results from an extensive process of reflection in which I have tried to capture an understanding of what I do, with the aid of systems models. Some of the basic assumptions and systems models I present have more or less stood the test of time for a number of years; others are the result of my latest reflections. I show how I have used systems concepts and methods to form a coherent, holistic framework for developing tutorial staff in the East Anglian Region of the OU. Two aspects of this work are emphasized: first, the role that staff development can play in improving tutors' basic skills and understanding of their role; second, how the quality of their work is managed through using feedback and the notions of single- and double-loop learning. An important feature of this work has been the setting-up of communities of practice which enable learning by individual tutors to be shared with their peers and transformed into organizational learning for general use. Starting with some basic assumptions about staff development, a number of systemic models are presented which fit into a coherent framework, linking theory to practice and embodying Rene Dubos' (1972) well-known dictum to "Think globally, act locally."     

Going Green from the Inside: Insider Action Research at the Volvo Car Corporation

Various forms of action research have been proposed as remedies for the one-sided focus on theoretical interests existing in Business School research. Among other conceptual elaborations, Insider Action Research (IAR) suggests that action research needs to be supported by an insider's view of activities in order to achieve any substantial contribution to practice and theory. Even though the IAR model is potentially capable of overcoming a number of practical, political, and epistemological problems, it has been explored relatively little in terms of practical examples and lessons. This paper presents the account of an Insider Action researcher at the Volvo Car Corporation, aimed at studying the development of environmental strategies and “eco-benign” automobiles “from the inside”. The paper suggests that even though IAR remains a promising model, the political ingenuity and savoir-faire of the insider action researcher must not be underrated.

Ethical Issues and Role Duality in Insider Action Research: Challenges for Action Research Degree Programmes

Insider action research describes the process when a member of an organisation undertakes an explicit action research role in addition to the normal functional roles they hold in an organisation. Real-world work-based research is relevant and important to many full-time managers, consultants and members of organisations including those who choose to undertake higher degrees in business as part-time postgraduate students. Within these programmes a proposal for an insider action research project is often associated with important and interesting research projects that have already arisen in an organisation where the researcher works full-time, and are part of their existing role and established working relationships with key stakeholders. Ethical issues in organisationally located insider action research can differ from other forms of action research because of role duality, i.e. that the researcher holds an ongoing work role and power relationships associated with this as well as the action research role. Ethical issues can be associated with choices about alternative options, expected impacts and outcomes on the researcher, participants, organisation and stakeholders, and these are important considerations for academic supervisors, institutional review boards and human research ethics committees.     

Research and Reflection: Potential Impact on the Professional Development of Undergraduate Occupational Therapy Students

In occupational therapy education in South Africa, community service (CS) focuses learning opportunities during fieldwork placements. CS therefore enabled the researcher to utilise successive small scale research projects to guide learning of students during fieldwork while simultaneously developing the occupational therapy service at a residential care facility. This community setting provided a powerful environment through which research, in combination with opportunities for reflection, contributed to nurturing skills needed by these future health professionals. A technical action research (AR) approach incorporated AR cycles and opportunities for structured reflection. Therefore situations were created for the students to embrace experiential learning. Experiential learning in the form of anticipatory reflection, reflection-in-action, reflection on reflection and retrospective reflection impacted on the quality of the students’ work. Besides encouraging unique leaning opportunities for students when engaging in research during their fieldwork placement, engagement in AR cycles simultaneously improved service delivery to residents in the facility. Key benefits of this investigation were that fieldwork education utilising AR cycles within a CS situation promoted students to identify voids in their theoretical background as well as practice skills; to apply reflective practice that could contribute to their personal and professional development; and to utilize learning opportunities optimally. Despite positive gains showed by this study, the role of power relations between the researcher as fieldwork educator and the students prohibited the AR cycles from being more emancipatory in nature and should be addressed in follow-up studies.     

Action Learning as a Mindset—The Evolution of PICCO

This paper investigates action learning as a maintenance of mindset. It is an account of a personal evolution from a 4-year work in progress Action Research (AR) study exploring organizational viability. That study, involving two separate organizations and four cycles of AR, has seen the researcher and to some extent the organizations develop action-learning mindsets. The paper is an attempt to step outside the study and its associated learning from an organizational perspective and to link the threads of learning from the mindset of an action researcher. The paper suggests that adopting the mindset of an action researcher favors the transfer of learning from one organizational situation to another. Advocating that action researchers do not restart their initial methodologies, it is contended that the second organization has gained advantage of learning from the first. It is concluded that action learning mindsets articulate cumulative wisdom from organizational and methodological perspectives.     

Institutionalizing Insider Action Research Initiatives in Organizations: The Role of Learning Mechanisms

Managers face increasing pressure to find ways to surface, utilize and integrate bits and pieces of relevant knowledge that reside within and outside the organizational boundaries to address emerging challenges. Grappling with this issue and based on a longitudinal study with a biopharma company, this paper offers the notion that insider action research coupled with the design and management of learning mechanism tapestry can enhance continuous organizational learning and improvement. The institutionalization of the learning mechanism tapestry provided new capability that enhanced the organization’s agility as well as a way to stabilize insider action research role and practices.     

A Systemic Framework to Develop Sustainable Engineering Solutions in Rural Communities in Colombia

In several rural areas in Colombia there is a serious lack of water quality supply. Thereby the problematic situation is understood as complex one that involves stakeholders with pluralistic interests, multiple variables and requires the development of sustainable and suitable solutions. In order to address this issue, this paper proposes an integration of engineering design framework (CDIO) with a systemic approach. Particularly the approach emphasizes on systemic elements such as autonomy, systems within systems, cooperation between stakeholders and cause effect relations; it also proposes a previous observing phase for engineering design framework. Thus the proposed systemic framework aims to generate projects that improve living conditions in rural communities and promote the production of knowledge between the stakeholders to ensure sustainability in the long term. To illustrate the proposal, this work contains a case study that discusses a project carried out by a research team—Ingenieros Sin Fronteras Colombia—in a rural district near to Colombia’s capital. The experience, which involved and benefited 16 families in the community, provided strong evidence to support the proposed framework. The paper concludes with a discussion about the replication of this proposal in other contexts.     

Making learning critical: Identity, emotion, and power in processes of management development

In recent years, a substantial volume of broadly critical knowledge of management and organization has been established, but comparatively little attention has been given to the question of how the insights of such knowledge might be communicated or applied pedagogically. The temptation or danger, arguably, is for critical knowledge to be substituted for the content of “traditional management education,” with minimal regard for its contribution to processes of personal, social, and organizational development. The chief purpose of this paper is to put some flesh on the claim that critical theory can make an important contribution to the principles and practice of management education. After summarizing some key differences between “traditional management education” and action learning (concerning learning and personal experience), these differences are illustrated by reference to a case study, which in turn, provides a basis for highlighting the relevance of critical thinking for addressing problems and issues thrown up through action learning for managers.     

Transforming Adult Learning Through Critical Design Inquiry

Marching toward the 21st century, there are not only drastic changes in global economic and political development, but also in technological advancement and ecological evolution. All of these are intertwined with one another to shape national and societal development in various areas. In the milieu of education, these changes exert great influence on the way we perceive learning and instruction, this in turn calls for a paradigm shift in the way we design learning and instruction. Consequently, calls to critically examine the way we have been designing our learning and instruction have gained more and more attention in the past decade. Since design could help in realizing our visionary ideals, and transforming these ideals into innumerable learning and working contexts, we need to probe into how our learning and instruction could be more creatively and powerfully designed. The author contends that most learners, through the process of critical envision and enaction, could learn to design their own learning, either independently or collectively, through the cultivation of design capacities. In this paper, the author first presents the historical analysis of the theoretical foundations of instructional design, and then takes a critical approach to examining the alternative possibilities of instructional design. Based on the critical perspectives of design, she develops the critical design inquiry by integrating the richness of contemporary critical thinking into that of systems thinking and design thinking. To make the critical design inquiry an educational praxis, rather than just another design theory, the author takes a participatory and collaborative approach to design with a group of adult students. The critical design approach aims at enlightening the adult learners’ inner systems revolution and enriching the outer learning environments through collaborative design engagement. In the final section, the author explicates how the confined roles of instructional designers could be conceptualized through the critical design inquiry.     

Leadership and Learning: A Critical Reexamination of Senge’s Learning Organization

From its inception the concept of the learning organization has been identified with a particular type of organization or new forms of organizational learning. But it is often forgotten that Senge’s ‘system thinking’ formulation of the learning organization was inseparable from an attempt to reformulate a new way of thinking about change agency and leadership in organizations. Here it is argued that Senge’s learning organization can be re-conceptualised as a partial fusion of ‘systems thinking’ and learning theories that leads to a concept of organizational learning as a form of ‘distributed leadership’. However, the concept is critically flawed because it cannot theorise the organizing practices by which learning to lead and leading to learn are shared or distributed in organizations. It is concluded that Senge’s under-theorized focus on distributed leadership consistently neglects issues of practice and issues of power. As such his work does not provide an exploration of the possibilities for increasing the dispersal of human agency, power, knowledge and autonomy within the workplace.     

The Relationship of ‘Systems Thinking’ to Action Research

This article investigates the relationship of systems thinking to action research by reviewing the main developments in systems thinking and relating these to action research. There are two main lines of thought in systems thinking that lead to wholly different conceptions about action research. The first (systems thinking) advocates thinking about real social systems that it assumes exist in the world. The second (systemic thinking) supposes only that the social construction of the world is systemic. Greater emphasis is placed on systemic thinking consistent with its greater importance to contemporary action research. The article concludes that systemic thinking when taken to its practical conclusion from a critical perspective offers to action research a somewhat unique liberating praxis. Concern that any liberating praxis could remain hollow is addressed through a certain kind of ‘spiritual’ awareness that is suggested by wholeness.     

An Assessment of the Application of ‘Critical Systems Heuristics’ to a Policy Development Process

Through the presentation and analysis of a case study of a policymaking process for the quality assurance of higher education by an external government agency, this paper seeks to highlight the contribution of Ulrich’s critical systems heuristics as a method for enhancing the social rationality of policymaking. It is claimed that the use of CSH enabled the researcher to elicit rich qualitative data that captured different world-views, values and boundary judgments of social actors representing the different groups of stakeholders involved in or affected by the policy. The use of CSH contributed to a policy settlement that involved substantial improvement to the reformulated policies. However, it is argued that, in the context of a new democracy with a weak public sphere, CSH was unable to counter the unequal power relations between the government agency and the universities and the historical-political fractures of South African society that caused divisions within and across Ulrich’s social roles.

Systems Thinking and Systems Practice: Working in the Fifth Dimension

This paper describes how a messy organizational problem was tackled using a systems approach which led to a resolution of the problem and to an improvement in the working relationships of the people involved. The example also shows how people who are not familiar with systems thinking, as such, can quickly be helped to develop a shared systemic view of a complex situation using activity modeling. At a deeper level, the paper also shows how the underlying dynamics of the problem situation was altered as a result of using a cooperative, dialogical working method, leading to an improvement in the quality of service provided by that part of the organization. The paper uses Peter Senge's five disciplines of a learning organization, together with various systems concepts, as a framework for describing how the process of change was brought about through the simultaneous management of task and social processes, leading to both individual and organizational learning.     

Film Use to Promote Understanding in Change and Diffusion of Innovation

The paper explores cinematic films as a pedagogical tool to promote critical thinking and student discussions in a doctoral-level learning, design, and technology seminar course at a major U.S. research university. These discussions focused on systemic change and systemic thinking concepts. The authors offer evidence from the literature that supports films’ power as a visual metaphor and neurocognitive stimulator to promote development of new perspectives in graduate students on case studies through articulation, reflection, and explanation of their thought processes on change and diffusion of innovation. There are theoretical, political, social, and technological issues that create tensions during any systemic change effort. The goal of using film in this seminar is to equip students with the requisite skills, theoretical frameworks, and interpersonal experiences needed to address these issues within organizations and communities. The change expected from systemic thinking is for students to think more deeply about the interconnectedness of systems and the importance of bottom-up change efforts that consider the perspective of all stakeholders.     

A Critical Systems Approach to Elicit User-Centric Business Intelligence Business Requirements

This paper describes an action research study where the researcher developed and tested an alternative business requirements elicitation approach that enables reflection on business intelligence business requirements from a social/organisational perspective and, accordingly, surfaces user-centric requirements that support development of systems that are technically good and effectuate organisational improvement. It is based on critical systems heuristics, a framework that facilitates participative discourse to surface contributing and consequential factors of a planned social system, i.e. relevant sources of motivation; expertise; inflicting and controlling boundaries; and sources of moral and political justification acting as guardians for all that will be impacted upon by the adjusted social reality caused by the new system. Such an approach is valuable to developers of business intelligence systems; it complements traditional requirements gathering approaches. Present-day organisations require efficacious decision-making capabilities to succeed—business intelligence systems enable efficacious decisions. However, business intelligence systems often fail, at great expenses to organisations. They fail due to social/organisational infeasibility, rather than technical insufficiency; they fail when developers lack adequate understanding of users’ business requirements. Appropriate business requirement specifications entail more than definitions of functional, non-functional and technical attributes of new systems. Business requirements must also capture the social/organisational context of a system, i.e. the impact that it will inevitably have on users and the organisational environment, so as to ensure that it ultimately bring about improvement. The approach developed in this study enables elicitation of user-centric business requirements.

     

A Systems Approach for Engaging Groups in Global Complexity: Capacity Building Through an Online Course

Sustainability is not simply about changing practices but more centrally about agreeing to change practices together. To achieve such an end, groups need to improve processes for making complex decisions together. An online course was designed and tested linking students in the United States and in Australia. Students engaged in a re-enactment of deliberations based on Hasan Ozbekhan’s “Predicament of Mankind,” which was constructed originally under assignment from the founders of the Club of Rome in 1970. This re-enactment included contemporary research for examples of a set of 49 continuous critical problems of mankind, asynchronous clarification of these problems using a wiki, pair-wise construction of a systems view of problems assessed to be of highest priority by the class, narrative analysis of the structure, and creative suggestions for resolving the systems problem based on resources available today. This report comments on the strengths and challenges identified in an initial application of an approach for building collaborative and systems thinking skills through an online course in a general education curriculum. Findings are particularly meaningful for contemporary policy makers as well as online educators.     

Using Critical Social Heuristics and Project-Based Learning to Enhance Data Warehousing Education

The aim of this paper is to demonstrate how project-based learning can be used from a critical systems perspective in data warehousing education. Data warehousing is a discipline in information technology focusing on providing data-driven decision support systems for strategic decision making. In this study we used action research from a critical (emancipative) perspective to reflect on our current instructional design of the data warehousing module before redesigning it to better serve the needs of the involved and affected. We used critical systems heuristics and project-based learning as frameworks of understanding to guide our intervention. Project-based learning is a learning/teaching approach aimed at organising the learning experience in terms of a project. We used written interpretive interviews in the diagnosis and evaluation of success phases of our action research cycle. Our reflection is according to the action research model of Checkland reflecting on our success in the area of application (data warehousing instruction) as well as our methodology (action research from a critical social theory perspective) and our framework of ideas (project-based learning and critical social heuristics).     

Systemic Evaluation Methodology: The Emergence of Social Learning From Environmental ICT Prototypes

This paper investigates why and how systems approaches can help in evaluating the design of new Information and Communication Technologies (ICTs) as social learning platforms. It focuses on the prototypes created by the research project Virtualis, whose objective is to promote social learning on environmental concepts and practices amongst a variety of stakeholders. The paper presents the principles of systems thinking and practice that did help in formulating such evaluation processes. It illustrates how both a peer systemic evaluation process (within the research team) and a participatory evaluation process (involving potential future users of the ICTs) were carried out.     

SERVICE VALUE NETWORKS： VALUE, PERFORMANCE AND STRATEGY FOR THE SERVICES INDUSTRY

1. Introduction The services industry provides services notgoods (Hughes and Mitchell et al., 1993). Thisindustry is moving towards globalization(Kathawala and Abdou, 2003). In 1870 theservice sector employed slightly more than 20%of the U.S.…