A Soft Systems Case Study Investigating The Information System Of A Small Business And Demonstrating The Usefulness Of Rich Pictures

Soft systems methodology is a creative, if minor, approach to organisational problem solving. As reported in this paper, SSM is used, in a flexible and individualistic manner, to analyse the flow of communication and the use of information technology in ABC & Co, a wholesale book and goods seller. Firstly, a brief description of the ABC & Co. provides historical background of the company with attention given to the use of information technology. The client, problem solvers, problem owners and overall early impressions of the flow of information in the company provides a starting point for the soft systems analysis. In my opinion, the more important contributions of SSM revolve around the use of pictorially metaphoric and potentially symbolic depictions of the situation in the form of rich pictures, and in the truth revealing power of, and the analysis necessary to create, the root definition. Hence, a diagrammatic summary of the organisation is presented in the form of a rich picture, highlighting the flow of communication and issues of concern. A root definition, developed from the main functions of the firm, summarises the primary business activity. Evolving from the root definition, the conceptual model logically analyses the tasks needed to successfully operate the firm. The conceptual model is compared to the rich picture, with similarities and differences observed. Arising from the conceptual model, an ideal rich picture is developed, incorporating systemically desirable and culturally feasible changes. Recommendations provide some practical strategies to enable the business to improve the flow of information in the organisation in order to remain competitive in the future. In concluding, I speculate on the possible power of rich pictures to reveal hidden aspects of organisational dynamics and to act as triggers for organisational development as shadow sides of the organisation are revealed.