ABSTRACT
In this chapter we will look at two anonymised case studies based on real situations in order to see how to utilise systems thinking tools within a needs analysis process.
The first case study describes a relatively straightforward situation: there is a perception that training is needed to enhance the skills of experts delivering specialised training to clients. In this case study an internal analyst uses Critical Systems Heuristics and Soft Systems Methodology to identify what training would help and what other interventions would be needed to support this.
