Cooperation,power, and the impact of information systems

Imagination suggests that the computer as a communication tool is potentially a significant factor in enhancing cooperative work, especially where the participants are located over a physical or temporal distance. Implementation of innovative information technology offers enhancement of operational efficiency to an enterprise in a turbulent business environment. Communications and decision making are inseparable. Industrial democracy (ID) is a particular arrangement of decisionmaking power where decision makers have to be informed and decisions have to be communicated. Cooperation implies a redistribution of power and the weakening of the traditional management organizational heirarchy. Cogently, this effect is mirrored by the potential of management information systems to redistribute information and, hence, power within an enterprise. The response of traditional management personnel to the threat of information technology (IT) to established positions of authority, is one of defense. Conventional systems analysis is unsuited for the design task of ID information systems. The methods employed by systems analysis preserve or reproduce the formal hierarchical structure of managerial organization. Soft systems methodology is explored as a means of confronting the sociopolitical factors present in the specification of information systems for an ID.     

Implementing total quality management through total systems intervention: A creative approach to problem solving in diagnostic biotechnology (Pte) Ltd.

This paper documents the implementation of Total Quality Management employing a creative approach to problem solving called Total Systems Intervention.     

Co-design Research and Business Development: Case of Scandinavian Airlines (SAS)

This paper is presenting a case study of Scandinavian Airlines Systems (SAS) showing how improvements of service quality aspects with Avatars can be managed with a Co-design research approach. The Co-design practices are carried out in different fields of studies. Some of the key advocates of Co-design originate from business. In this study the four steps of Co-design approach is applied. From the first step of Co-design, through interviews, log analysis and a channel survey, findings show that the failed dialogues with Avatar Eva are mainly concerned with five factors: interactivity; dialogue capability; consistency; knowledge; and synonyms. In the second step, carrying out customer workshops, we suggested ten ideal scenarios for Avatar Eva to perform better. In the third step, SAS decision makers decided to implement the first three scenarios: Eva’s synonyms; knowledge and Eva’s consistency. In the fourth step, another channel survey was carried out as well as a new log analysis to know the impact of the redevelopment above three scenarios. An important result of the study was that the company adopted a continuous use of Co-design as an approach of continuous improvement of the service quality performed by the Avatar Eva. It also opens a new set of questions framing the relation and transformation between Co-design as a research approach for knowledge creation and Co-design as a method for innovation and service quality improvements. The study presents an Extended Co-design Model, which illustrates how the Co-design inspires staff to use it for other functions within and without the SAS.     

Total systems intervention: A practical face to critical systems thinking

This is the first exposition of a new methodology (or perhaps meta-methodology) for systems practice known as Total Systems Intervention (TSI). Designed to overcome the weaknesses of hard, cybernetic, and soft systems approaches and build on their strengths, TSI represents a practical face of critical systems thinking. It advocates combining three building blocks-systems metaphors, system of systems methodologies, and individual systems methodologies—in an interactive manner which is deemed to be particularly powerful and fruitful. In this paper the philosophy, principles, and phases of the TSI methodology are set out and two very different examples of its use are provided.     

The Vanguard Method as Applied to the Design and Management of English and Welsh Children’s Services Departments

This paper follows several case studies where the children’s services departments of English and Welsh local authorities have fundamentally redesigned the way they worked following the application of the Vanguard Method (Seddon, Systems thinking in the public sector, 2008), a particular form of systems thinking. After first studying the way the children’s social care service worked as a system, the social workers in these authorities were able to demonstrate the way that government-prescribed IT and performance measures were restricting the way they could do what was shown to matter to the children in their care. The paper will document how, after being granted ministerial permission to suspend the use of their old performance measures and IT, a new set of operating principles was developed and employed. The redesigned system has shown encouraging early results. Evidence from these case studies (following Yin 2009) is presented in the form of recorded operational improvements and statements from participants. The paper will be of topical relevance to all involved in social care in the light of the government-commissioned Munro Review (Munro, The Munro Review of child protection: final report, 2011). The issues discussed will also be germane to the many other public sector partner agencies involved in the delivery of social care services (e.g. police, health, housing associations).     

Systems Thinking and Higher Education: The Vanguard Method

Reforms to the higher education sector in the UK are only increasing competitive pressures between institutions. Universities are therefore looking to gain competitive advantage over their rivals both in terms of student experience and through administrative efficiency. This paper will present an alternative view of how to transform the way that the higher education system delivers service to students in an environment where ‘student choice’ will be viewed as of paramount importance. The paper will argue that the prevailing ‘command and control’ (Seddon 2003) management logic, which can be found at work throughout both the public and private sectors, is the primary cause of inferior, expensive service. As an alternative, this paper will explore the benefits of working in a systems thinking way, whilst comparing and contrasting this with the flawed thinking which currently prevails. The Vanguard Method (Seddon 2008) is one particular form of systems thinking which has been developed for use in service organisations (Jackson et al. 2008) and which has been applied to many public sector organisations (ODPM 2005; Middleton 2010; Zokaei et al. 2010). Using a case study methodology (Yin 2009), this paper will address what has been learnt by applying the Vanguard Method in an HEI environment for the first time.     

An evolutionary design methodology

The purpose of this paper is to elaborate on a design methodology for the resolution of problem situations concerning complex organizations with opposing and conflicting substructures and facing dramatic environmental fluctuations necessitating major changes in the basic characteristics of the organization. To this end the organization is itself taken as a design methodology system which demonstrates one instance of the application of the paradigm of dissipative structures to social systems. The proposed methodology, precisely because it is applicable in an evolutionary system, is called an evolutionary design methodology. The primary goal of this method is to oversee the emergence of the legitimation authority for the truth arising from linguistic games, or narration, developed during the application of the method. This question of legitimation is directly connected with critical thought, because it forces out the philosophical position of the problem solver. It reveals his beliefs about social order and social change. Therefore it is assumed that the perspective of this paper fits within critical systems thinking.     

Fostering Design Culture Through Cultivating the User-Designers' Design Thinking and Systems Thinking

In this paper, the essence of design thinking and systems thinking is reviewed, analyzed, and synthesized. Although there are many valuable schools of systems thinking, I focus on both Banathy's and Senge's since there are design spirit embedded in their systems thinking. I attempt to grasp the spirit of Banathy's systems models and the essence of Senge's systems thinking, incorporating them into my design inquiry. I propose adopting an enlightened, transformative design approach in order to enhance the revolution of the public's inner and outer systems through collaborative design engagement. It is expected that by utilizing the transformative design approach, the public or user–designers could gain the necessary skills to envision their own learning, assume responsibility for designing their own learning environments, and systematically reflect upon their habitual thinking and actions. Ultimately, the user-designers would be able to transform their model-driven or theory-driven approaches to systems application into a cultural approach to the cultivation of systems thinking and design thinking. Indeed, design thinking, as well as contemporary systems thinking are two powerful wings to make us fly in the capacious learning world of the 21st century.     

Knowing as intervention: Reflections on the application of systems ideas

The relation between theory and practice is explored in this paper with respect to an examination of various systems approaches. It is argued that the moment of knowing already contains practical implications in that comprehensiongears practice in certain directions. Practice/application can fulfill the demands of theory through the operation of a self-fulfilling prophecy effect. The way in which theoretical conceptions of systems researchers may constrain practice is explored with reference to the work of Beer, Checkland and Scholes, and Ulrich. In the course of this exploration, alternative views of the way in which viable systems diagnosis, soft systems methodology, and critical systems heuristics may be utilised, are offered.     

Systems practice from the start: Some experiences in a biotechnology company

Many specialist biotechnology companies have been founded to exploit new and fundamental discoveries in biotechnology—recombinant DNA and monoclonal antibodies. Celltech Limited, founded by the author and generally accepted as the UK's leading company in this field, was based from the start on a number of key systems ideas. Four of these are described and discussed in this paper: the use of succinct statements checked by the CATWOE mnemonic from soft systems methodology; the establishment of coherent systems for managing strategic matters, operational matters, and the development of people; a project management system using a matrix approach; and an approach to external relations influenced by Ashby's Law of Requisite Variety. The paper is concluded with two ideas arising out of practice: the relation of compartmentation and systems boundaries and a methodological suggestion derived from Jürgen Habermas' characterization of the basis for excellent communications.     

管理信息大系统分析与设计的一个新方法

本文将ＣｈｅｃｋｌａｎｄＰ．Ｂ．的软系统方法论与ＨａｌＡ．Ｄ．的硬系统方法论有机结合起来，提出一种管理信息大系统的“软系统分析／硬系统设计”方法，同时通过一个地方政府宏观经济管理信息系统的实践说明方法的应用．     

The critical kernel in modern systems thinking

This paper unpeels two influential contributions to modern systems thinking, Beer's viable system model (VSM) and Checkland's soft systems methodology (SSM), and finds inside a critical kernel. It is argued, indeed, that these approaches become coherent only when liberated from their regulative shells and interpreted from the critical position. So much does the critical kernel lie at the very heart of modern systems thinking.     

Systems thinking in corporate development strategy: The case of Armco Latin American Division

In this paper we examine the role of top management in relation to the diversified operations of a company and the meaning of “strategic planning” for these entities. We briefly examine two general approaches to generation of growth: conglomeration (portfolio management) and synergistic growth. We argue that the second is preferable. We then challenge the universally popluar notion that growth is the appropriate objective for a business entity. We propose the concept of “development” as a better alternative. We offer the case of Armco's Latin American Division (known as ALAD) as an illustration of the kind of thinking that emerges when development is taken as the corporate objective. We present a five-phase strategy that combines the notions of synergistic growth and corporate development in a systemic framework.     

Developing an Information System for Sustainable Natural Resource Management in Alborz Watershed, Northern Iran

This article explores the potentials of systems analysis and design of information system for sustainable natural resource management. Soft and hard system analyses were performed to better understand the information needs and design of an information system for improving decision making for achieving sustainable natural resource management. In order to analyze the complex and soft systems situations for developing an effective information system, which meets related actors’ changing needs, a conceptual model inspired by soft systems methodology (SSM) was developed. This model is based on information derived from twelve farmers who were purposely selected to represent diverse conditions and 23 agricultural extension experts across the Alborz Watershed in Mazandaran Province, located in northern Iran. Since a conceptual model resulting from SSM is not in itself sufficient as the basis for the implementation of information systems, a hard system methodology was used to structure the data handling by using unified modeling language. This research has shown the promising potentiality of using soft system analysis methodology as a preliminary step to the actual design of an information system in the natural resource management situation in the watershed system level when combined with hard system analysis methods.     

A Soft System Analysis of Nonprofit Organizations and Humanitarian Services

The purpose of the paper is to analyze the Sharjah City for Humanitarian Services (SCHS), a not-for-profit organization serving people with disabilities in the United Arab Emirates (UAE), from a soft systems methodology (SSM) perspective. Deputy Chairperson of the Family Supreme Council and Director-General of Sharjah City for Humanitarian Services (SCHS). Examples of Journals dedicated to the nonprofit sector are Nonprofit& Voluntary Sector Quarterly, Voluntos and Nonprofit Management & Leadership.     

Operationalising “Double-Loop” Learning in Service Organisations: A Systems Approach for Creating Knowledge

Learning organisation literature has widely discussed the connections between “double-loop” learning and its significance to organisational performance, but paying little attention to tools and systems that can operationalise “double-loop” learning in organisations. This paper investigates the impact of applying a systems approach for service operations design, expressed as the Vanguard Method (Seddon, Freedom from command and control: a better way to make the work work, 2003), in order to activate “double-loop” learning in service organisations. Two case studies were conducted in the banking mortgage operations and adults’ social care services in the UK, using the dimensions of the learning organisation questionnaire (DLOQ), semi-structured interviews, observations, and documents. The findings of the cross-case analysis support the link of applying the Vanguard Method with operationalising “double-loop” learning through three main factors, namely systematic-operations improvement, organisational capacity development, and outside-in mode of work; that are all embedded into the seven dimensions of the DLOQ. The value of this paper is the introduction of a service operations design tool that can activate “double-loop” learning performance in the fast changing knowledge era. It also provides an impetus for service organisations to creatively influence employees’ competencies to effectively improve internal systems.     

软系统方法论与软科学哲学

软系统方法论是一个非常重要的学科,它与科学哲学相互影响、相互作用和相互促进。本文着重分析软系统方法论的哲学基础,以及从硬系统方法论到软系统方法论的哲学基础的变迁,认为硬 / 软系统方法论之间的关系及其在科学哲学中的表现是互斥互补的关系。软科学哲学一词是库恩在《结构后的路》(2000)一书中提出来的。在我国研究和发展软系统方法论和软科学哲学是十分必要的。     

Soft System Dynamics Methodology in Action: A study of the Problem of Citizen Insecurity in an Argentinean Province

This paper illustrates an application of soft system dynamics methodology (SSDM). SSDM arose as a fusion of two well-known methodologies in the systems movement: system dynamics (SD) and soft systems methodology (SSM). SSDM includes 10 steps to orchestrate and implant change in social systems, based on a multimethodological and multiparadigmatic approach as an outcome of the combination of the mentioned methodologies. After a brief introduction, the paper starts by briefly explaining SSM and SD, their stages and their problematical issues as systemic methodologies, then goes on to explain SSDM, its philosophical roots and stages, ending with a comparison among the three. It then introduces the citizen insecurity problem in Argentina, specifically in Mendoza Province, where SSDM was applied to analyze this issue. The paper concludes with an explanation of the learning points that arose from the use of SSDM in this study and suggestions for further research on citizen security and SSDM.     

Consumer Participation in Designing Community Based Consumer-Directed Disability Care: Lessons from a Participatory Action Research-Inspired Project

User participation has been embraced worldwide as a means to provide better consumer outcomes in health and community care. However, methodologies to achieve effective consumer engagement at the programme design level have remained under-explored. The purpose of this study was to evaluate the impact of a Participatory Action Research (PAR)-inspired methodology used to develop a consumer-directed community care/individualised funding service model for people with disabilities. A retrospective analysis of case notes and internal reports for the first 6 years of an ongoing project were examined. The findings suggest that PAR methodologies need to take into account community development, group support, and capacity building as well as succession planning and risk management issues in order to facilitate the often lengthy policy and project development process. Drawing on these findings, this article discusses five lessons and their methodological implications for PAR in a health or social policy/programme design context.