Systems Thinking:Mental models and Summary of Systems Thinking.

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5.6 Mental models

The 'limits to success' pattern and the feed forward loop demonstrate how beliefs can affect our future and how our actions are informed by our beliefs. The mental models we hold are going to affect the way we view the world and the way we act in the world. Mental models can help us achieve goals and solve problems, but they can also be limiting. Language is often an indicator of limiting mindsets. O'Connor and McDermott (1997) give examples of limiting mindsets:

'Obviously, we cannot expect to find experienced e-business developers' 'Web site hits will get worse before they get better'
'Online sales are bound to be affected by worries about Internet
security'

'No pain, no gain'
'Changing our Internet service provider is the only answer to this
problem'

These phrases demonstrate weasel words, such as 'obviously' and 'only', things outside of our control (Internet security) for which we can abrogate responsibility, and clichés concerning pain/gain and worse/better that allow us to continue on as before. The response to these statements is to ask 'why', 'so what?', and 'why not?'. Language also shows where rules are operating:

'We must cut spending on graphic design for the web site'
'You should upgrade the database server'
'You have to make these web pages compatible for all browser
types'
'You must wear a jacket and tie when meeting with clients'

In the above phrases, the presence of 'must', 'should', and 'have to' indicate that a rule is working. Respond to these types of statement by asking 'What would happen if we did not?'. There may be a good reason for the rule, but by getting behind it and asking the question then the rule can be rephrased as a choice rather than a necessity.

The third type of language to be aware of are the 'universals':

'You should never use frames on a web site'
No one has ever complained about our online ordering system'
'We have always used C++ to build server side objects'
'You should never transfer code to the live server without testing
it'

The universal operators here are words such as 'all', 'never', and 'always'. The response to a universal is to ask whether there have ever been any exceptions.

Summary

• Systems theory is a way of dealing with situations perceived to be 'messes'.

• Systems thinking is about loops rather than cause and effect.

• Systemic patterns such as 'limits to success' and 'fixes that fail' help us recognize actual and potential problems in the real world.

• Making mental models explicit helps us to question our basic assumptions and beliefs in support of radical change.

• An understanding of systems theory and systems thinking provides a grounding for applying systems ideas to information system development in general and the soft systems methodology in particular.

Exercises

1. Using the research student admissions case (appendix B) identify and model situations that can be typified by 'fixes that fail' and 'success to the successful'.

2. For an IS development project that you are working on, been involved in, or know about, what are the 'limits to success' from a business perspective.

3. Review a project proposal or business case and highlight passages where the language indicates a limiting mindset.

Further reading

Beer, S., (1979). The Heart of Enterprise. Wiley, Chichester.

Beer, S., (1985). Diagnosing the System for Organizations. Wiley, Chichester.

Capra, F., (1996). The Web of Life: a New Synthesis of Mind and Matter. Harper Collins, London.

Checkland, P., (1981). Systems Thinking, Systems Practice. Wiley, Chichester. Foss, R., (1989). The Organization of a Fortress Factory. In: Espejo, R. and Harnden, R., editors, The Viable System Model: Interpretations and Applications of Stafford Beer's VSM. Wiley, Chichester.

Maturana, H. and Varela, F., (1980). Autopoiesis: the organization of the living. In: Maturana, H. and Varela, F., editors. Autopoiesis and Cognition. D. Reidel, Dordrecht, Holland.

O'Connor, J. and McDermott, I., (1997). The Art of Systems Thinking. Thorsons, London.

Senge, P., (1990). The Fifth Discipline. Doubleday, USA.

Wilson, B., (1990). Systems: Concepts, Methodologies and Applications (second edition). Wiley, Chichester.

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