1. Application of Soft Systems Methodology in Solving Real World Problems
Faculty of Management and Accounting
Allameh Tabataba'i University
Application of Soft Systems Methodology in
Solving Real World Problems
Payam Hanafizadeh, PhD
Editors-in-Chief:
International Journal of E-Business Research

2. Faculty of Management and Accounting

3. Presentation Agenda Types of problems
Defining problematical situations
Soft Systems Methodology (SSM)
SSM steps
Real world examples

4. Problem Classification
Different Types
of Problems
Hard Problems
Soft Problems
A hard or structured problem is one which is exclusively concerned with “ How” type of question
A soft or unstructured, problem is one which is typified by being mixtures or both “What, Why” and “ How” type of question

5. Types of problems Formulation Agreed Arguable Agreed Solution Agreed
Puzzles
Problems
Messes
Formulation
Agreed
Arguable
Agreed
Solution
Agreed
Arguable
Arguable
Source: (Pidd, M. ,2009)

6. Problematical Situations
What make Messes a mess?
Mess
Appreciative Systems
Mental Models
Problematical Situations
Purposeful Holon

7. Systematic vs. systemic approach
Engineering design methodologies (1940)
Following the Second World War: complex, costly, market environment, computer development
Scientific approach: decompose the problem into its components (reductionist)
Soft thinking methodology (1900)
Developments in biology concerned with the organism as a whole
Holistic approach: Studying the properties and behavior of the whole, water has property of witness
Complexity describes in terms of its emergent properties

8. Human Activity Systems
Natural Systems
Designed Systems
Human Activity Systems
Political and Social Systems
Activity Systems
Political and Social Systems

9. Models and Modelling
Model Definition : A model is the explicit interpretation of one ‘s understanding of a situation. It can be expressed in mathematics, symbols or words, but it is essentially a description of entities, processes or attributes and the relationship between them.

10. Forms of Models Iconic Models MODELS Analogic Models Analytic Models
Model is a miniature or enlarged version of the real article and the relevant properties of the real article .
Example :
A stress model of a bridge ; An aircraft model for wind tunnel testing
Iconic Models
Model of quite different physical appearance may be constructed which, nevertheless, is expected to .reproduce repetitive behavior.
Example :
Water flow through small plastic tanks at room temperature is used to investigate the behavior of molten glass in large furnaces at temperatures around 1000 c.
MODELS
Analogic Models
Model to show mathematical or logical relationship.
Example :
Traffic behavior of a street.
Analytic Models

11. A Conceptual model for investments
DEFINE CRITERIA TO SELECT OPTIONS
OBTAIN CASH
DETERMINE HOW MUCH CASH IS AVAILABLE T TO BE INVESTED
IMPLEMENT THE SELECTED OPTIONS
ASSESS THE FEASIBILITY IN TERMS OF CASH AVAILABLE
SELECT OPTIONS
MONITOR
CONTROL

12. Defining/ taking action
SSM activities
Finding out
Model building
Discussion
Defining/ taking action
Source: (Checkland, 2010)

13. Checkland Methodology
Stage 1: The problem situation unstructured
Stage 7 : Action to solve the problem or improve the situation
Taking Action
Stage 6: Definition of feasible desirable changes
Finding Out
Stage 2: The problem situation expressed
Stage 5: Comparison of 2 with 4
Real World
System Thinking About the Real World
Stage 3: Root Definition of relevant systems
Stage 4:
Conceptual Models
4a : Formal system concept
4b : Other system thinking

14. SSM Steps 01 02 03 04 05 Comparison Actions to improve
Finding about (Rich picture, Analysis 1,2,3) 02
Modeling(Root Definitions, CATWOE, Conceptual models)
Testing Models(Test Model, Primary Task Model ) 03
Comparison 04
Actions to improve 05

15. Application of SSM in Real World Examples

16. National Iranian South Oil Company
Selecting the best vendor based on the knowledge and experience of experts
There are various beneficiaries with different preferences, expectations and demands in vendor/supplier selection problem
There is a need for a policy for vendor selection

18. Beneficiaries vs World views

19. Human Activity Systems
Modeling stages in SSM
PQR formula
Root Definition
CATWOE
Human Activity Systems

20. Building models of purposeful activity
PQR Formula
Do P, by Q, in order to help achieve R
What? How? and Why?
Provide a shape for
Root Definition
Maybe
Primary Task
Issue Based
Enriches
C A T W O E
Leads to
Human Activity System
Monitored by criteria for:
Efficiency (E1)
Efficacy (E2)
Effectiveness (E3)
Source: (Checkland, 2010)

21. PQR Analysis First view: P ? Priority of local manufacturers
Q ? Giving essential facilities to local manufacturers
R ? Reaching self-sufficiency in production
Second view:
P ? Improving the creativity and ingenuity of local manufacturers in designing and
production of materials and goods
Q ? Working with knowledge-based organizations such as universities as a consultant of local manufacturers
R ? Having knowledge-based local manufacturers
Third view:
P ? The motto ‘‘One sourcing, one tender and one successful purchase’’
Q ? Enriching data banks and fully mechanizing the purchasing process
R ? Having intelligent vendor selection process

22. CATWOE Analysis

23. Mindset Worldview RD1 RD2 RD3 Worldviews
Giving the priority to local manufacturers to supply its required materials in vendor selection process, and with the intention of reducing dependence upon foreign productions, is going to provide necessary facilities in order to enhance local production and self-sufficiency in manufacturing of materials and goods
RD2
Improving the ingenuity and creativity of manufacturers in design and production in vendor selection process, is going to link knowledge-based organizations such as universities and institutions who work in the field of petroleum engineering to local manufacturers as a consultant in order to produce materials and goods according to the world’s most recent knowledge
RD3
Accelerating the decision making process and achieving the goals in vendor
selection process, is going to have intelligent vendor selection process, enrich the data bases with complete and accurate information of suppliers and manufacturers to reach the motto ‘‘one sourcing, one tender and one successful purchase’
Worldviews

24. Human Activity Systems
Human activity system is a concept relevant to the organization which can be used in thinking about the organization
Described by verbs
Verbs used to Show the transformation changed as its use went from RD to CATWOE to HAS

27. How to create a consensus primary task model?
RD1
How to create a consensus primary task model? S2
RD2 S3
RD3
Tentative primary
task model
RD (derived)
Iteration
Consensus
primary task
model cf
Test
model
Source: (Wilson, 2001)

28. دیدگاه 3 Consensus by accommodation 100% Consensus
Worldview 1
دیدگاه 3
Worldview 3
Worldview 2
Consensus by
accommodation
100% Consensus
Neutral primary task
system
Source: (Wilson, 2001)

29. Consensus Primary Task Model
Source: (Hanafizadeh & Valizadeh, 2014)

30. Source: (Hanafizadeh & Valizadeh, 2014)

31. RD derived from Tentative Primary-Task Model
RD from Tentative Primary-Task Model:

33. Second Case

34. Case Study: RAJA ticket sales system

35. Ticketing system of Raja passenger train company
Providing better ticket sales services is one of the key factors in achieving its aims and increasing
It is important to review all aspects of improving ticket sales
System including technical and non-technical issues (Hanafizadeh & Aliehyaei, 2011).

36. Rich picture of ticketing system

37. Attitude Worldview Worldviews
Privatization
A system owned by RAJA passenger train company and train operating partners which attempts to provide the passengers with more access to train ticket in the given path with desirable services.
Infrastructure
A system owned by RAJA passenger train company which attempts to provide the passengers with easy and rapid access to train ticket through the Internet.
Customer orientation
A system owned by RAJA passenger train company which offers the possibility of reservation of ticket and other rail services to the passengers. Accurate and update information regarding the services and facilities of trains and answering the questions and complaints of the customers.
Worldviews

38. Part of conceptual model based on RD2
Source: (Hanafizadeh & Valizadeh, 2014)

39. Part of conceptual model based on RD1, RD2 and RD3
Source: (Hanafizadeh & Valizadeh, 2014)

40. Actions to improvement
Current Mechanism
Recommendation
Appropriate Response to
customer complaints
At present, the complaints of the customers are replied via different channels, but
there is a need for integration and homogenizing communicative channels
Defining CRM project for investigating and controlling
communicative channels
Quality level of network
support
At present, many problems exist, the connection of the agencies with the selling system is lost, and many problems arise in offering services to the customers
Promotion of the services of network support team
Management ‘s ideas
regarding privatization
At present, 30% of the passenger rail transportation sector is delegated to private sector, but its acceleration requires the integration of policies adapted by the managers
Conducting privatization project for explaining the way of delegating passenger rail services to private sector
Actions to improvement

42. References
Berg, T., & Pooley, R. (2013). Contemporary Iconography for Rich Picture Construction. Systems Research and Behavioral Science, 30(1), doi: /sres.2121
Checkland, P. (2010). Researching real‐life: Reflections on 30 years of action research. Systems Research and Behavioral Science, 27(2),
Hanafizadeh, P., & Aliehyaei, R. (2011). The Application of Fuzzy Cognitive Map in Soft System Methodology. Systemic Practice and Action Research, 24(4), doi: /s z
Hanafizadeh, P., & Valizadeh, R. (2014). Vendor Selection Using Soft Thinking Approach: A Case Study of National Iranian South Oil Company. Systemic Practice and Action Research. doi: /s z
Pidd, M. (2004). 1 Complementarity in systems modelling.
Pidd, M. (2009). Tools for thinking: Wiley Chichester, UK.
Wilson, B. (2001). Soft systems methodology: Conceptual model building and its contribution.

43. More comments and questions Thanks for your attention
The end
More comments and questions Thanks for your attention