Systems thinking is an approach that encourages a deep examination of the complex web of people and processes that make up the organization. This method can reveal the real issues, helping IT teams find the right way to resolve them.
The Temptation of a New Tool
Today's IT departments face numerous headaches, including tool sprawl, scope creep, the complexity of hybrid IT environments, and security imperatives, to name a few. Given the challenges, it’s important that teams can identify, anticipate, and mitigate risks. When issues inevitably do crop up, they must be able to respond quickly and effectively. But maintaining a resilient posture is impossible if leaders fail to understand how different parts of the business interact across teams, tools, and workflows. Often, when visibility gaps or downtime arise, teams are oblivious to underlying issues. Desperate for a solution, they reach instead for the easy answer of a shiny new tool. But without a systems thinking approach to implementation, the results can vary.
What Does Failed Deployment Look Like?
Let’s consider how this looks in practice. Imagine a marketing agency facing declining project completion rates. Frustrated, the leadership team decides to implement a new project management software, believing it will resolve their efficiency issues. Excited about the tech solution, they skip a thorough evaluation of the team's dynamics and workflows. After a few months, the staff still struggles with delays. Instead of improving collaboration, the software overwhelms them with notifications and complex features. The team discovers that the real issues stem from unclear roles and unresolved interpersonal conflicts, not inadequate technology. By now, however, precious time and resources have been lost.
Implementing Systems Thinking
Successful tool adoption begins with understanding the people involved and how they work with one another. Consider the following four steps:
- Map team interactions: Start by gaining a deep understanding of how teams within the organization interact with each other. This involves identifying both formal and informal communication channels, as well as the workflows and processes that shape collaboration. Mapping these exchanges helps spot bottlenecks or areas for improvement.
- Identify misalignments: Analyze the gaps between projected outcomes and actual results. This step requires a thorough examination of the organization's operational processes to pinpoint where discrepancies occur. These might manifest as inefficiencies, misunderstandings, or unmet expectations between teams. By identifying these gaps, you can begin to discern the roots of operational challenges.
- Assess tool effectiveness: Evaluate the tools currently in use to determine whether they support or hinder workflows. This assessment should consider whether the tools are being used as intended, whether they are meeting the needs of the teams, and whether they are contributing to any of the identified misalignments. This step is crucial in understanding the role that tools play in the overall operational landscape.
- Implement adjustments: Based on the insights gained from the previous steps, make targeted adjustments to teams, tools, and workflows. This might involve reconfiguring team structures, implementing new tools, overhauling processes, or providing additional training. The goal is to create a more effective operational environment that is better equipped to meet the organization's objectives.
Consider the Entire System
Organizations are complex. When changes occur in one area, they can have ripple effects throughout the system. A systems thinking approach is the only method that accounts for the intricate network of relationships that encompass infrastructure, workflows, and individuals. Systems thinking enables management to understand these interdependencies, anticipate potential issues, and develop comprehensive strategies to respond to threats. By considering the entire system rather than isolated parts, organizations are in a position to choose the right tool and ensure it works as intended.
A recent report from Enterprise Strategy Group (ESG) proposes a three-step approach to managing complexity. Read our breakdown here.
