Struggling to Resolve A Problem? Try “Systems Thinking,” Part II

In the last post, a case was made for approaching problems with an overall “systems” point of view This means resisting the temptation to just find a technology solution instead of analyzing the whole set of processes and procedures of which the potential is a part. Let’s say you and your staff have taken a whole system approach and have come up with a solution that involves adjusting people and technology processes. Now what? Does your implementation plan include training all the people affected by the solution on how their part fits into the overall process and how to do their part? Does the plan include the ability to learn the new technology by actually doing it before it becomes live? If you bought software, did you buy a support program that enables users to get questions answered and problems resolved quickly? Is someone monitoring the people, and technology issues for patterns that could turn into enhanced training and technology fixes? The point is that systems thinking is an on-going process, not just a project. Measuring how the systems parts are performing-people and technology-yields facts on which you can act to make improvements in training, technology investments and the overall performance of the enterprise.

Go here to read Part I of this two-part post.