ABSTRACT
Soft Systems Methodology (SSM) (Checkland: 1981) rests on the assumption that the resolution of complex problems (of which achieving quality may be considered one) relies on the innate subjective views of the participants in the situation. SSM has been developed for use in ill-structured situations where there is an absence of clarity in the definition of the problem and no agreement as to what action is required to solve it. SSM enables a variety of viewpoints to be elaborated and evaluated by a group of problem solvers allowing them to make informed choices about the future. It is considered that by exploring the various viewpoints in an open forum and evaluating their strengths and limitations, an approach can be generated to which all participants will commit themselves. Solutions generated through the seven stage process of enquiry which is the methodology of SSM will normally lead to changes in three dimensions – attitudes, structure and procedures. It is considered that as many people as possible should be involved in the SSM process, and it does not have to be driven by ‘experts’, it can be used by managers as part of everyday working practice.
