Total systems intervention and human inquiry: The search for a common ground

Total Systems Intervention (TSI) is an approach to intervening in problem situations which has much to offer where complex interacting issues need to be addressed by the complementary use of intervention methodologies. That such an approach has much in common with Action Research (AR) has been recognized, with much recent effort being devoted to the relationship between AR and Critical Systems Thinking (CST), the theoretical endeavor underpinning TSI. This paper further develops this line of debate and relates AR or Human Inquiry (HI) more directly to TSI, using an information systems intervention to enhance the study. The outcome is a demonstration of how TSI implicitly uses techniques informed from the field of Action Research, and how a more thorough synthesis of HI with TSI might serve to improve the overall intervention process.     

The Application of Critical Systems Thinking to Enhance the Effectiveness of a University Information System

Faced with the common problem of dissatisfaction with the outcome of investments in information systems (IS), the IS community has long sought ways to improve information systems development (ISD). This paper reports on action research (AR) that sought to improve the effectiveness a UK university’s student record system (SRS), which had exhibited persistent problems. Critical systems thinking (CST) is seen to have value for ISD and was used to guide the AR. In the first stage of this research, the issues with the initial design of the SRS were identified to have largely resulted from insufficient elicitation of the underlying assumptions about, and perspectives on, complex organisational issues. The second stage centred on examining the situation from an “ought” perspective analysing what should be done and how, in order to develop creative solutions to the problems uncovered. The third stage involved recommending solutions to address the problems identified in order to improve the effectiveness of the SRS. Overall, the AR indicates that CST enables those involved to view the design and implementation of the SRS as a holistic system, critically reflect upon broad and complex human, technological and organisational issues from different perspectives, and thereby identify creative solutions. The main contribution of this research is in generating support for an ISD intervention guided by CST. The results of, and the understanding developed from, this intervention are likely to be relevant to the problems that frequently occur in similar situations.     

A Theoretical Framework for Facilitating Methodological Choice

Total Systems Intervention, in a recent version, facilitates the intervention process via three modes: problem solving, critical reflection, and critical review. Of these modes, there has been relatively little attention paid to the critical review mode, the purpose of which is to assess the value of different methodologies within a given problem situation. This paper takes as its basis the only major work in this area and seeks to build on this in order to improve the mixing of methodologies within a single intervention.     

The Need for a Systemic Approach to Change Management—A Case Study

Change is now a constant feature of organizational life, but the effectiveness of change management initiatives is often open to question. By reflecting on a case of change management involving a Higher Education Institution (HEI), this paper argues that, to be more effective, organizational change must be managed systemically. The paper first provides a systemic conceptual underpinning to change management, and then examines the case by comparing what had really happened with what might have happened if organizational change had been managed systemically. The analysis helps build an improved understanding of change management, and provides implications for future change management practice.