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Abstract
The work system method (WSM) is a systems analysis method for thinking about systems in organizations whether or not complete data and technical expertise are available. WSM's goal is to help business professionals understand and communicate about a system at whatever level of detail is appropriate. WSM treats systems as sociotechnical work systems with human participants rather than technical systems with users. It applies a static view of systems, the work system framework, and a dynamic view, the work system life cycle model. It combines those frameworks with conventional problem solving by defining the system in relation to problems and opportunities, drilling down to understand the situation in more detail, and producing a justified recommendation. Over 600 employed MBA and Executive MBA students have used various versions of WSM to produce management briefings including recommendations about IT-reliant work systems in their own organizations. While WSM can stand alone to help business professionals, it also can be used in conjunction with tools and methods from Six Sigma and software development wherever sufficient data can be collected and where technical expertise is available.
Keywords: work system method, systems analysis, systems thinking, methods for business professionals
1. Systems Thinking Isn't just for Six Sigma Black Belts
Executives, managers, and other business professionals often need to understand and respond to problems and opportunities related to operational systems in their organizations. Such situations call for systems thinking, i.e., thinking about a situation as a system in order to make changes that do more than masking localized symptoms with quick fixes. Ideally, straightforward, easily used methods should be available to help them with that system thinking. Ideal characteristics of such methods differ from the characteristics of methods for technical experts that require formal model building, complex diagramming, statistical expertise, or extensive training in Six Sigma techniques or IT software design techniques. Characteristics of methods for typical business professionals include:
. The method should help them organize and explore their own understanding the situation as a step toward being able to communicate and negotiate about problems, opportunities, and possible directions for improvement.
. The method should be based on typical business terminology, not abstract concepts that few business professionals can use fluently.
. The method should emphasize problems, opportunities and...