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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 Dr. Jennifer Wilby

Dr. Jennifer Wilby

Vice President Admin, ISSS
In 1978 Wilby started working in urban planning, followed by database programming and textbook publishing. From 1994-97 she worked as a Research Assistant in the Centre for Systems Studies at the University of Hull and then from 1997-99 at the University of Lincoln. From 1999 to 2004... Read More →


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

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