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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


Moderators
avatar for Jennifer Wilby

Jennifer Wilby

Vice President Admin, ISSS
From 1978 Jennifer started working in urban planning, followed by database programming and textbook publishing until 1993. In 1989, moving to San Jose, Jennifer graduated in 1992 from the MSc in Cybernetic Systems at San Jose State University. Moving back to the UK in 1993, she worked... Read More →

Speakers

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

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