Ssm Mode 1

Soft Systems Methodology Mode 1

Introduction

A soft systems approach will be used to aid understanding of the Santander situation and help draw insights into how best to progress. Specifically, Soft Systems Methodology (SSM) Mode 1 will be used to do this.

Mode 1 originated about 40 years after Peter Checkland at Lancaster University realized that management theory in industry did not 
handle soft situations very well. The mode is an intervention or enquiry that provides an investigative framework to aid understanding of complex situations. It helps deconstruction and conceptualism whilst provoking knowledge transfer via feedback (Hebel, 2012). The method has advantages and some disadvantages which are worth keeping in mind:

Pros: clear structure, bridges hard and soft perspectives, cyclic nature increases iteration, increase in convergence and divergence, reflective and practical, can be combined with other systems methods.

Cons: needs soft skills, can raise more issues than it solves, does not provide implementation support, possibly never ending, conflict resolution not addressed.

Mode 1 includes nine steps through which possible solutions will be found. These steps are the rich picture, identification of key themes and issues, relevant purposeful activity systems, root definitions, CATWOE profile, conceptual model, agenda for debate, key findings and action by clients. Each step in the methodology will be outlined and then the results presented for further thought.

1. Rich Picture

The first stage of SSM is to draw a Rich Picture to represent the situation of interest i.e. Santander’s implementation of the new framework. The picture lacks of a formal or linear structure and is intended to help deconstruct and 
summarize complicated situations via pictures, metaphors, symbols, arrows and some words (Hebel, 2012). The perceived problem (s) exist within the situation and become apparent through interpretation of the imagery. The picture...