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Tuesday, August 4 • 14:00 - 14:30
Sense-Making between and across Stakeholder Perspectives

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The CX Tool© provides a visual tool for creating congruence between what is known and what is done within a socio-technical system. It guides the analyst by identifying six elements contained within organizational intelligence and performance management dimensions. Three elements define within Organizational Intelligence: Essential Ideas; Essential Processes, Protocols, Structures; and Essential Assessments/Audits. Three elements define Performance Management: Essential Actions; Essential Standards; and Essential Deliverables. The CX Tool© allows analysts to assign congruency scores between elements horizontally and vertically while allowing comparisons between current and desired state of the system. Yet, the CX Tool© does not distinguish between stakeholders’ perspectives, a feature that, when faced with complex and/or complicated systems, may prove critical. In this research the authors propose a conceptual framework to incorporate different stakeholders’ perspectives into the CX Tool©. A short case study is presented to illustrate how different stakeholders’ perspectives can be incorporated and quantified.

Keywords: CX tool, pluralism, sense-making, system congruence

avatar for Jennifer Wilby

Jennifer Wilby

Vice-President Administration, International Society for the System Sciences
Vice President Administration (2011-2016), Trustee and Vice President (2008/9) for the International Society for the Systems Sciences. | SIG Chair:    Critical Systems Thinking and Practice. | Jennifer Wilby is an emeritus senior researcher in management systems and sciences in The Business School, University of Hull. Jennifer's research interests include: developing systems resilience and flexibility in the management of complex systems... Read More →


Tuesday August 4, 2015 14:00 - 14:30
Elk Scandic Berlin Potsdamer Platz, Gabriele-Tergit-Promenade 19, 10963 Berlin, Germany

Attendees (9)