ABSTRACT
This chapter discusses the process and findings of the first intervention whilst introducing and reviewing the core methodologies. Soft systems methodology rests on the assumption that the resolution of complex problems relies on the subjective views of the participants in any situation. The key findings arising from an application of the first stage of soft systems methodology are now discussed. The shared service centre, perceiving itself as a part of and serving the head office, is considered obstructive and bureaucratic by the operational units, while the CEO perceived it as having delivered streamlined and more cost-effective support. Embedded work processes are dealt with in the next section. The model fully embraces the interaction between the organisation and the environment in which it is embedded and caters for the definition of the organisation and its purposes by its stakeholders. Constructed using swim lanes, it shows how the work flows through the functions of the business.
