Dissolution of problems in organisations (Human Complex Adaptive Systems) – part 2/4 – the systematic method

Today’s blog post will go through the method of Dissolution of Problems in human Complex Adaptive Systems, a problem-solving approach, where the focus is on organisations. Problem-solving in organisations is always urgent, irrespectively if it is product problem or an organisational problem, where the latter can lead to the former. This is why organisational problem-solving is so important, due to the organisational problems are so tight connected to product and service problems.

Let us start to collect all individual problems seen in the organisation. The reason for starting the work shop with an individual part is many-fold, where the individual part also can be emailed in advance to reduce the work shop time. We need to collect problems (symptoms and consequences) that each individual perceives under no influence from others, from different positions in the organisation. We also need plenty of problems, enough problems to be able to find the root causes to the seen problems, think about the Cobra Effect which could not be understood until the cobra farms (symptom) were found. The found problems are never rewritten by the facilitator or higher managers, they are the reality, the problems seen within the organisation. The problems can be seen as negative narratives in the organisation, narratives that we want to get rid of, so we truly can increase our system learning. After this first individual step, the continuation of the work shop will focus on connecting these problems (symptoms) with each other as well as all the way down to the root causes, our non-fulfilled organisational principles.

The role of the facilitator is only to be an administrative help and a catalyst for connecting the problems found and finally finding the root causes, even though the facilitator also should be aware and understand the organisational principles, and that the only root causes that can be found, are non-fulfilled principles. The goal of the work shop is stated above, to find the (normally entangled) problem picture with its connections between the problems found, and down to the organisational root causes, but not the solution to the root causes. By asking “why?” on a problem, we can connect the different problems found, from high-level problems like “we have bad flow in the organisation”, all the way down to the root causes. Since we are not trying to solve the root causes, we are neither going into context, nor the domain of the organisation, since all the problems, root causes (the non-fulfilled organisational principles) and all the problems are context independent (context-free). This can easily be seen on the problems found as well, since it is not possible to see what organisation the individual problems or the total problem picture originate from, meaning that organisations with the same unsolved root cause, will experience very similar problems. From the root causes found it is therefore also many times easy to see in which context the organisations have its main concerns in the Cynefin model; the Clear, Complicated or Complex domain.

By doing this kind of root cause analysis, a retrospective assessment on the current way of working to achieve the purpose of the organisation, together with the individual part for collecting the different problems seen by the employees and managers, many items from the list to consider can be avoided. In this way we are achieving also the important non-cognitive and non-verbal dimensions aspects of the functioning of our human system [1], our organisation.

If we refer to some of the items in the list regarding phenomenology, we will individually experience different problems (for example inattentional blindness). This means that everyone’s perception of the reality of problems within the organisation, will be subjective and therefore problematic. By instead individually gather many different problems for the Big Picture of problems, this subjective phenomenology from each person’s individual perspective, is not an issue since no perspectives are suppressed. Gathering many problems are also a necessity, to be able to find the effect-and-cause chains down to the root causes as stated in a former blog post in this series, once again with reference to the Cobra Effect. If we refer to the Cynefin model (that is an ontological framework [2]), the Confused domain is the place for phenomenology for all kind of problems. This makes sense, since we cannot or at least should not, as already mentioned, try to ontologically (how things are) map the symptoms or consequences in one of the Cynefin model domains (Clear, Complicated or Complex), due to that they are not solvable from a system (wholeness) perspective.  This means also that we should avoid talking about solutions (epistemology) having premature convergence in these cases, since the symptoms and consequences are unsolvable, and therefore instead talk about immature convergence, due to the impossibility of trying to solve them directly. This impossibility is what Dr. Russell Ackoff referred to as Dissolution of Problems, which is the only way of truly acting systemically, by changing the system (or its environment if that is possible) to be able to get rid of the problems within it. These problems can be seen as negative stories as mentioned above, and to get rid of negative stories Snowden states; “One of the best ways of stopping a negative story is to take actions that make the negative story difficult to sustain.” [3]. But we still need to be careful so these actions are on enough depth in the entanglement of problems, so we with our actions are not trying to solve symptoms and consequences anyway. Dissolution of problems secures that, since our actions are only operating on the “deepest” level, i.e., solving the root causes to the problems (negative stories). This will not only remove the problems, so the way of working is changed, that in turn will generate new interactions, but also the negative stories as well, as a positive consequence. Of course, we also need to take care of the possible consequences (which can be regarded as incidents) of a dysfunctional organisation, when people are burned-out, being disrespected, etc., in parallel with our solving of the root causes.

That means that we will get into deep trouble, if we accept subjective epistemology from each person’s individual perspective about how to solve these problems, since we cannot directly solve symptoms or consequences. And since symptoms or consequences cannot be solved, epistemological pluralism [4] or wisdom of crowds [5] will not help us either, since many views of how to solve the symptoms and consequences in the present, will neither aggregate to solving the root causes. The solution simply cannot be found in the present among all the symptoms and consequences no matter how many we have observed, since the root causes has already happened. The root cause can therefore only be found in the “past” by using deduction and asking why on the symptoms and consequences and at the same time get the problem picture and its connections, making Dissolution of Problems the epistemology to choose first. After that we are able to make the ontological mapping of the root causes into the correct context or Cynefin domains; Clear, Complicated or Complex.

That is why this first step of “A systematic approach to systemic learning” are heading for the root causes, so we instead can discover the right ontology for the solution of the different root causes, in the Clear, Complicated or Complex domain of the Cynefin model. This means that we can dissolve the problems in the organisation, by solving their root causes. It is not until the solution of the root causes, where epistemology for our organisational problems comes into the picture, which of course can have many different solutions. No matter solution, any solution will be integrative, which means that there is no perfect specification to make first, rather like a prototype in order to achieve the new cohesiveness. This means that even though our system now will be tremendously much more efficient, effective and flourishing than before, the first solution most probably will need some small tweaking. If tweaking is necessary, will be fully transparent at the next Dissolution of Problems, which is preferably done a couple of times per year, or at certain appropriate scheduled occasions. This is not a big effort as described above, since the bigger effort (and still only a few days) can be done of rather few people, and the individual part for different levels in the organisation is very little, a short reflection of the problems seen, that everyone should do continually anyway. This is also how Toyota continually improves their production and product development, by encouraging their people to propose improvements and report problems seen, and where all “proposals”, every one of them, are taken care of.

As we can see, Dissolution of Problems is not focusing on a single problem (observation, symptom, consequence, negative story, negative narrative) within the organisation. Instead, many problems are gathered from all over the organisation, which means some kind of inductive* thinking, that is most often missing in the different root cause analysis present today; 5 why, Ichikawa diagrams, etc. To not focus only on a specific organisational problem, and instead trying to gather “all” problems in an organisation, goes hand in hand with two of Ackoff’s statements “Problems are not disciplinary in nature but are holistic” [8] and “The best thing that can be done to a problem is not to solve it but to dissolve it” [8]; meaning that a problem within an organisation simply cannot be isolated and directly solved. When we have the picture of problems, we start asking why in a deductive approach to connect the different problems (symptoms and consequences) and find their root causes. To later find the solution of the root causes is an abductive approach, aiming for dissolving the organisational problems and find a new cohesiveness, as Alicia Juarrero [9] would have stated it. Dissolution of Problems is therefore a technique that combines all three different types of reasoning; inductive (partly*), deductive and abductive, where the latter is more connected to the next step of “A systematic approach to systemic learning”. We always need to match the inferential strategy to the problems we encounter, which Dissolution of Problems clearly shows, by combining all of the three different reasonings in a systematic approach, on our way to a continual systemic learning.

If we are successful with finding the root causes to all our organisational problems, we can also see that we have avoided all the items in the list we cautiously need to consider when intervening with a live system, that was presented in the introductory blog post in this series. This makes life a lot easier.

The next blog post in this series is a deep dive into the theory behind Dissolution of Problems, and will start to bring up the difference between caused and non-caused problems. This difference is extremely important to understand, since the theory behind Dissolution of Problems further brings light on why it works and the necessity of using it as first step in all organisational problem-solving.

C u there.

 

*Inductive logic means to achieve a general result from noted regularities (specific cases), but do not explain why, and since symptoms and consequences (the regularities) are not possible to solve, we only use the observation part of induction. This first observation part is also the first part of a situational assessment as well as Double Loop Learning by Chris Argyris [6] and Donald Schön [7].

 

References:

[1] Snowden, Dave. Blog post. Link copied 2021-07-17.
ligne de fuite: 2 of 3 – Cognitive Edge (cognitive-edge.com)

[2] Snowden, Dave. Blog post. Link copied 2021-08-15.
Cynefin & perception – Cognitive Edge (cognitive-edge.com)
“Above all, Cynefin is about context, about realising the nature of how things are and working with that.”

[3] Snowden, Dave. Blog post. Link copied 2021-08-03.
The ‘N’ Word – Cognitive Edge (cognitive-edge.com)

[4] Turkle and Papert. Epistemological Pluralism and the Revaluation of the Concrete. Journal of Mathematical Behavior (1992) vol. 11 (1)

[5] Snowden, Dave. Blog post. Link copied 2021-08-18.
Wisdom (?) of Crowds – Cognitive Edge (cognitive-edge.com)

[6] Argyris, Chris. Wikipedia.
Chris Argyris – Wikipedia

[7] Schön, Donald. Wikipedia.
Donald Schön – Wikipedia

[8] Ackoff, Russell Lincoln. Article. Link copied 2018-12-15.
https://thesystemsthinker.com/a-lifetime-of-systems-thinking/

[9] Juarrero, Alicia. Presentation from the Lean WX conference, April 2015.
Constraints that Enable Innovation – Alicia Juarrero on Vimeo

 

 

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