The complications of a process based design approach are many… Simply because its not a single entity by itself. It’s a network of sub-processes, each having its own complexity. My research is still looking for solutions out of this problem. One approach that I have come across is the approach of ‘systems thinking.’ To quote wikipedia, it is a framework that is based on the belief that the components of a system can best be understood in the context of relationships with each other and with other systems, rather than in isolation.
To understand it better, think of the butterfly effect. A butterfly flapping its wings in California can cause a typhoon in China. So small changes in a complex system can result in much larger implications to the system as a whole.
Presently my project concerns an entire business enterprise and the interactions through paper happening within it. It is therefore useless to adopt a user centric approach as the question is about a number of users each performing an individual task.
Systems thinking enables me to approach a problem by looking at it holistically. By seeing it as a complex system with a number of subsystems working within it and a number of systems attached to it. Here each and every node in the organization is dependent on the other. Take for example the human body. The body is a system which has a number of subsystems like the nervous, cardiac, muscular etc. Each system is in turn interdependen
t on the other. Similarly, a business enterprise, where each department is interdependent. There is a lot of paper work happening to connect each department. Let me quote a simple example. Say I go to a shop to buy a mobile. I tell the shopkeeper to show me the kind of choices I have in my budget. The shopkeeper shows me the choices accompanied with price and features etc. I single out one and tell the shopkeeper to sell it to me. The shopkeeper writes out an invoice/bill for the same. After I have the mobile in my hand I pay him the money. The doorman checks my bill to make sure I have paid for my purchase and I leave the shop.
Same is within a large enterprise except that the activity in italics is all paperwork.
Now comes my question. You read the mobile purchase example. Imagine it as one ystem with a set of activities. Now how would you suggest these activities be made as simple as possible so that my purchase is as quick and simple as can be! Can I eliminate any activity which is not necessary? Can I make the the task simpler from customers or the shop keepers point of view? How can a butterfly flapping cause a change in this process? Suggestions most welcome and help desperately required!! Open to all!
Presently my project concerns an entire business enterprise and the interactions through paper happening within it. It is therefore useless to adopt a user centric approach as the question is about a number of users each performing an individual task.
Systems thinking enables me to approach a problem by looking at it holistically. By seeing it as a complex system with a number of subsystems working within it and a number of systems attached to it. Here each and every node in the organization is dependent on the other. Take for example the human body. The body is a system which has a number of subsystems like the nervous, cardiac, muscular etc. Each system is in turn interdependen
t on the other. Similarly, a business enterprise, where each department is interdependent. There is a lot of paper work happening to connect each department. Let me quote a simple example. Say I go to a shop to buy a mobile. I tell the shopkeeper to show me the kind of choices I have in my budget. The shopkeeper shows me the choices accompanied with price and features etc. I single out one and tell the shopkeeper to sell it to me. The shopkeeper writes out an invoice/bill for the same. After I have the mobile in my hand I pay him the money. The doorman checks my bill to make sure I have paid for my purchase and I leave the shop.Same is within a large enterprise except that the activity in italics is all paperwork.
Now comes my question. You read the mobile purchase example. Imagine it as one ystem with a set of activities. Now how would you suggest these activities be made as simple as possible so that my purchase is as quick and simple as can be! Can I eliminate any activity which is not necessary? Can I make the the task simpler from customers or the shop keepers point of view? How can a butterfly flapping cause a change in this process? Suggestions most welcome and help desperately required!! Open to all!
