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BM031-3-3
MANAGEMENT PROBLEM
SOLVING
BA (Hons) Business Management
BA (Hons) Human Resource Management
Hemalatha.R
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BM031-3-3
MANAGEMENT PROBLEM
SOLVING
Chapter 4
Hard Systems Methodology Vs SoftSystems Methodology
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Topic and Structure of lesson
Hard Problems Vs Soft Problems
Hard Systems Thinking Vs Soft Systems
Thinking Hard Systems Methodology Vs Soft
Systems Methodology
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At the end of this lecture, you should be able to:-
Develop an awareness of the hard and soft systemapproaches and how they can be used to understandand deal with complexity and system behavior in a
business/management context Identify the theoretical stages of Hard System
Methodology and Soft Systems Methodology
Apply where necessary relevant frameworks in a
given business environment. Demonstrate a logical understanding of the similarities
and differences of these two system thinkingapproaches.
Learning Outcomes
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The Nature of Problems
Assumptions of problems solvers in the problem
solving activity:- The existence of the problem may be taken for granted
The structure of the problem can be simplified or reducedso asto make its definition, description and solution manageable.
Reduction of the problem does not reduce the effectiveness of
the solution
An optimal or superior solution exists
Selection of the optimal solutionis a rational processofcomparison (measures of performance against criteria)
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Hard Vs Soft Problems
Problems can be categorized as either hardor soft,each with unique characteristicsrequiring distinctlydifferent approaches to resolve.
Hard problemsare well defined where the Whatandthe Howcan be determined early in the research or
system design methodology. A definite solution existsand specific objectivesmay
be defined.
Hard problems constitute the essence of the systemsengineering approach.
In contrast, Soft problemscontain social and politicalelementsthat confound problem definition and resolution(also referred to as wicked problems).
The question of How to improve national health carein the Malaysiarepresents a soft problem.
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Hard Vs Soft Problems
Hard problemscan be well defined Solve them How
Example: We need to handle 20,000 customer ordersper day entering our system from 800 terminals basedaround the country.
Hard systems approaches are fundamentally basedon a means-end rationality
Assumes that ends are easilyand objectivelydefinable
Soft problemsare difficult to defineFind them outfirst What as well as How
Example: Our customer complaints are increasing, andour customer retention is decreasing.
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Systems Thinking uses a variety oftechniques that may be divided into :-
Hard Systems Thinking.
Soft Systems Thinking.
How do we think of the system we are
developing?
System Approaches
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Hard Systems Vs Soft Systems
Thinking
HARD SYSTEMS SOFT SYSTEMS
Problem has a definite solution There are many problems to be
solved
Problem has a number ofachievable goals
Goals cannot be measured
They answer the how questions Emphasis is on what as well as
how questions
Has a deterministic complexity Has a unpredictable, non-
deterministic, non-definable
complexity
Likely to have defined parameters
for failures
Less easily dealt with
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Hard Systems Thinking
Involves simulations, often using computersand thetechniques used in operations research.
Looks at the How?meaning, how to best achieve andtest the selected option of development and analysis.
Have explicit objectivegoverned by fixed rulessuch as
those encountered in decision making. The world is made up of systems (mechanistic idea?)
Described with formalnotations
Understood with rational analysis
We can model everything we need to know about aboutour system through requirements.
Character ist ic of hard systems : StochasticStatistically based on probability. Deterministicfixed inputs and known outputs
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Accent using - Hard Systems
Thinking
Accent management knows what is
needed.
They will specify the requirements and thenecessary components for the system.
You will never interact with the individual
bodyshop owners.
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Worst Case Scenario I
The system is implemented but never
used.
Individual owners cant do their specialprocessing.
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Limitations of Hard Systems
Thinking
Assumes consensus (one set of
requirements is possible)
Does not give weight to un-quantifiablevariables (e.g. politics, aesthetics, culture)
Assumes decision makers have the power
to implement solutions
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Soft System Thinking
Soft systems looks at the What?of the system; What to
do to achieve an improvement, Usually analysis before
application or implementation
Concerned with human activityIts too impractical to model the worldas a system.
We cannot practicallymodel everything we need to know
through requirements.
We need take some factors separately into account: Lack of consensus
politics, aesthetics, culture
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Sure enough, we know that there are all
kinds of crazy strangers, but it generally
comes as a surprise when people at our
own workplace turn out to be pacifists,
Buddhists, vegetarians, or even
Catholics.
Soft System Thinking
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Engineering approach can be inappropriate for
soft problems (with fuzzy requirements).
Soft systems approaches (Soft Systems
Methodology, Soft OR) assume: organizational problems are messy or poorly defined
stakeholders interpret problems differently (no objective reality)
human factors are important
creative, intuitive approach to problem-solving outcomes are learning, better understanding, rather than a
solution
Soft System Thinking
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Each of us reveals only a glimpse of our own world view in our
relationship with othersand this may lead to misunderstanding and
conflicts. Each of us is constantly guessing at what other people
really mean, what they really intend and really believe. When the
General Manager announces his intention to reorganize adepartment, some people likely to be affected may read into the
announcement all sorts of ulterior motives which may or may not be
correct. In human relationships it is perhaps easy to see how
disputes and strikes start, how marriages break down and how wars
break out. Part of a managers job is to anticipate misunderstandings
and to aim for better communication, but even with the best of efforts
sometimes wicked, messy situations may result
Alan Warr ing (2002)
Soft System Thinking
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Accent with Soft Systems Thinking
Talk to individual owners.
Understand the situation and foresee
problems. Discuss these with management.
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Limitations Of Soft System
Thinking
Lack of scientific rigour
Assumes consensus can be achieved
May be tooimpractical
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What is a Methodology?
A methodology is a system of method
Two types of methodology
Algebraic methodology System of method employed in algebra
Algebra (al-jabr) reunion of broken parts
Logic is used in the algebraic methodology
Systems methodology Systems methodology enables us to see systems
as a whole
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Two dimension of systems methodology A framework of reality:
a system of systems concepts (systems theories)
An operational systems methodology: Design approach towards systems
Deal iteratively with concept of structure, function and process Inquiry: analysis, synthesis, process orientation
Systems methodology has two domains of inquiry; the study of methodsby which we pursue systems scholarship
and produce systems knowledge, and
the identification and description, methods, and tools forapplying systems theory and systemic thinking in the analysis,design and development of complex systems.
What is a Systems Methodology
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Hard Systems Methodology
Developed by the Open Universityin the early 1980's
Provides an approach that starts with a specific decision,problem or opportunity, and uses a pragmatic method topromote decisions and changes
Hard systems methodologies are useful for problemsthat can justifiably be quantified. However, it cannoteasily take into account unquantifiable variables(opinions, culture, politics, etc), and may treat people as
being passive, rather than having complex motivations
HSM is used by a variety of organizations, includingpublic, private, and academic sectors.
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Operational Research is a hard, well defined system.Examples of areas that apply hard systems methodologyare:
Project Management
Forecasting
Simulation Mathematical Programming
Decision Theory
Hard Systems Methodology iss imi lar
to the Soft System Methodology inthat it also involves investigating and resolving problem situations, orsituations that need improving. The main dif ferenceis that HSM is moresuitable when the situation is reasonably well-known and understood,example it could be used after a software system failure, to investigate the(possibly multiple) causes and define changes to avoid repetition.
Hard Systems Methodology
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NINEstages of HSM developed by the Open university SystemGroup (1984, 1993)
1. Doing the ground-work(identifying the client-set and its- world-view, and establishing communication and mutual confidence)
2. Gaining awareness and understanding of the perceivedproblem(the current position, systems description)
3. Establishing overall goal and set of objectives(the position tobe reached; constraints to be contended with)
4. Finding ways to reach objectives(creative, divergent thinkingfollowed by structured focusing on a range of practical possibilities)
5. Devising assessment measures(quantitative and qualitativemeasures of performance)
6. Modeling(techniques to test possible options against measuresof performance)
Hard Systems Methodology
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7. Evaluation(assessing the likely outcomes of each option under a
range of possible conditions, testing credibility with client set)
8. Making a choice(selecting the route that best meets the
objectives, given the constraints and prevalent word-view)
9. Implementation(putting the solution into effect; may requirefurther systems design work)
Hard Systems Methodology
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NINEstages of HSM
1. Doing the ground-work(identifying the client-set and its-world-view, and
establishing communication and mutual confidence)
Identifying and establishing a working relationship with the client-set
Require access to client-set
Establishing various interests (who owns the system concerned, who
owns the problem, who can give or withhold approval, what attitudes areprevalent, etc)
Clients are well guarded in their response
Resistance will be encountered
Building and maintaining trust and confidence essential in study
effectiveness
Internal/External Analyst role crucial
3 practical ways to clarify matters Agree formally with client set what the project topic is and its likely scope
Find out client-set world-view in relation to the task and whether there is a general
agreement about the nature of the current position
Find out as early as possible what the client-set would consider to be a successful
outcome - expectations
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2. Gaining awareness and understanding of the perceived problem(the currentposition, systems description)
Examining the system that contains the problem and identifying components in
systems terminologyanalyst has clearer perspective of problem and effects of
trying to solve the problem
Diagramming techniques - useful (System Mapsetc)
System description sets the scene and enables selection of a system whichseems to hold the keysolution to problem
3. Establishing overall goal and set of objectives(the position to be reached;
constraints to be contended with)
Expectationanalyst as the expert producing perfect solution
Clear and agreed objectives of system project to be outlines
Defining what success means to client-set, what resources limits they have andwhat things they cannot entertain
Objectives and constraints will be a mixture of quantitative and qualitative things
Draw an objectives hierarchy (similar to organization charts)
Words to be used Develop, Implement, Attainetc
NINEstages of HSM
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NINEstages of HSM
4. Finding ways to reach objectives(creative, divergent thinking followed bystructured focusing on a range of practical possibilities)
Analyst has to take the initiative in a creative search for solutions
Various ideation techniques to be used
Example : Mind Mapping, Brainstorming, Lotus Blossom, Fishbone
Diagram, Story Boarding, etc
5. Devising assessment measures(quantitative and qualitative measures ofperformance)
Quantitative measures Vs Qualitative Measures
QuantitativeCosts, Return on Capital Employed, Saving (time, materials,
energy, labor), reduction in queue lengths, miles per gallon
QualitativeDeclared policies, Current enthusiasm for a particular technology,
Senior managements current interpretation of those policies. Possible effects ofimplementing a solution
Effects of a potential workplace or job changes on workforce morale and
attitudes
MeasuresPressure group reaction, opportunities for staff development,
etc
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NINEstages of HSM
6. Modeling(techniques to test possible options against measures of performance) Representation of either something in the real world or a concept
Shows either what it looks like or how it works
Although modeling is an essential element of information systems work,there is not agreement about the most appropriate way of modelingsystems in general or information and information technology systems inparticular.
As an example, there are three common ways of modeling businessprocesses:
data flow diagrams
system flow charts
activity diagrams
There are differences between the three, but they can be used to showsimilar information.
Note: Diagramming techniques - Chapter 3
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NINEstages of HSM
7. Evaluation(assessing the likely outcomes of each option under a range ofpossible conditions, testing credibility with client set)
Evaluation methods that can be used include:-
Advantages and Disadvantages table
PMI: Plus/Minus/Interesting
Force Field Analysis
Weighting Systems
Note: Selected techniques to be discussed in the upcoming chapters
8. Making a choice(selecting the route that best meets the objectives, given the
constraints and prevalent word-view)
Decision is based on the steps above and information obtained from the
evaluation methods
Formal presentation to client-set
Detailed report
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9. Implementation(putting the solution into effect; may require further systemsdesign work)
Planning for implementation and changesAWARENESS,
ACCEPTANCE and READINESS
May include organizational and technological changes
Get the users involved and informedEARLY STAGE
Joint Application Development and Steering Committeesaid incommunication and dispel rumors
GOALSmooth Implementation
NINEstages of HSM
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Hard Systems Methodology
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Soft System Methodology
Initially developed during the 1970'sat the University ofLancasterby Peter Checkland(Note: It has been revised severaltimes to enhance and radically extend its use)
SSM is used in public and private sector, and academicorganizationsany complex organizational situation where there is
high social, political and human activity components mainly used to investigate and resolve a problem situation(or a
situation where improvements could be made) in a 'human activitysystem'.
A 'human activity system' is any system involving human input,
such as business functions and departments. SSM is particularly suitable to 'messy'situations where the causes
of the problems are unknown, where lots of people are involved,and/or where there is a lot of complexity.
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SEVENdistinct stages of SSM;
1. Finding out about the problem situation.
This is basic research into the problem area initiated by the problem ownerand performed by the problem solver/analyst.
Stage 1 - fact-f indingabout the unstructured problem situation e.g.organisation structures, staff, processes, locations, opinions, prevailingissues
2. Expressing the problem situation
Visually through Rich Pictures. The analyst collects and sorts informationand provides some description of the problem situation
Rich Picture (unique) show boundaries, structure, information flows andcommunication channels, human activity system.
3. Selecting how to view the situation and producing root definitions.
A root definition is expressed as a transformation process that takes someentity as input and produces a new form of the entity as output i.e. steel is
transformed into a car. select several viewpoints, define what the system is and what it aims to
achieve from each i.e. the Root Definitions
4. Building conceptual models
of what the system must do for each root definitions. A conceptual model isa human activity model that strictly conforms to the root definition.
Formal system concept
Soft System Methodology
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5. Comparison of the conceptual models with the real world
Compare the results from steps 4 and 2 and see where they differ and aresimilar.
6. Identify feasible and desirable changes.
The purpose of the comparison stage is to generate debate about possiblechanges which might be made within the perceived problem situation
7. Recommendations for taking action to improve the problem situation.
How would you implement the changes from step 6.
Soft System Methodology
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Fact-Finding
interview
discuss
questionnaire observation
checking documents
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Root Definitionof relevant system
From what different perspective can we look at this
problem situation?
A concise description of a human activity system that captures a
particular view of it
Written as sentences that elaborate a transformation
a well-formulated root definition will included every aspect of the
mnemonic CATWOE
the T and W should be done first and are the most important
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CATWOE
Clients/Customersbeneficiaries/victims of the system, peopleaffected by the system (layoffs included)
Actorsthose involved in operating the system, people who arepart of the system, transform input - outputs
Transformationthe essential process(I-O), the process done bysystem
Worldview/Weltanschauungenworld-view of the actors,describes the system, it makes the transformation processmeaningful in context
Ownerspower figures who control the existence of the system, not
necessarily the owners of the company, people who affect/kill thesystem, (power of veto to start up/shut down the system)
Environmentconstraints on the system, influences the system,external elements that must be considered, includes organizationalpolicies & legal and ethical issues.
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Root DefinitionPrison System
a system to punish criminals by locking them up inorder to deter others
a system to produce mail-bags by using a captive
workforce in order to utilise cheap labour
a system to rehabilitate offenders by showing themthe error of their ways in order to help them adjust to
society
a system to store people by keeping them in cells in
order to ease the housing shortage
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Conception Model for a Prison
1 per root definition shows the system as it could be, not
how it is
shows the sequence of activities
needed to achieve the root definition
use as a basis for discussion to
identify any problems with theideas/feasibility
repeat stages 1-5 if necessary
Establish appropriate
punishment
Organise
supervision
Organise food,
accommodation
publicise
(using a system to punish criminals
by locking them up in order to deter
others)
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The Analyst Role - SSM
Avoid passing judgment on rights and wrongssituationof interest
Must try to be frank about your own values,assumptions, prejudices and motivesexplicit statementin your report
Will affect and be affected by the situation underexaminationyour word-view through your behavior willbe interpreted by others, and their behavior will bemodified as a resultvise-versa.
Understanding what is said and what is meant
RoleNot to solve the problem BUT provide insightto the actors in the setting and to facilitate theirunderstanding of what is and what might be
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SEVEN stages of SSM
Problem
situation
problem
situation
expressed
root
definitionsconceptual
models
compare models
and real world
desirable
and feasible
changes
action
to improve
situation
1
2
3
4
5 6
7
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SSMStrength Vs Weakness
Strength
Gives structure to complex
organizational and political
situations, and can allow them to
be dealt with in a organized
manner. It forces the used to lookfor a solution that is more than
technical
Rigorous tool to use in messy
problems
Specific techniques
Weakness
Requires from participants to
adapt to the overall approach
Be careful not to narrow the scope
of the investigation too early
It is difficult to assemble the
richest picture, without imposing a
particular structure and solution on
problem situation
People have difficulties to interpret
the world in the loose way. Theyoften show an over-urgent desire
for action
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How to achieve
the selected
option
Option 1
Option 2
Option n
What are needed
to get animprovement
EXAMPLE
End the war
Negotiate
Surrender
More soldiers
New weapons
Design, build and
test new weapons
Soft Methodology vs. Hard Methodology
Soft Systems Methodology vs.
Hard Systems Methodology
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Difference - HSM Vs SSM
Whats the difference in hard and soft systems
methodologies?
HARD systems - rigid techniques and procedures to
provide unambiguous solutions to well-defined data
and processing problems problems, focused on
computer implementations
SOFT systems - a loose framework of tools to be
used at the discretion of the analyst, focused on
improvements to organizational problems
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The "WHAT" and the "HOW" of a hard (tangible)problem situation can be determined early on inthe methodology.
HOWEVER
Soft problem situations are more difficult todefine. They are intangible, unquantifiable andprobably contain a large social and politicalcomponent.
We know that things are not working and wewant to find out why and see if there issomething we can do about it
Difference - HSM Vs SSM
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Exercise
1. Hard Systems Case Studies
2. Soft Systems Case Studies
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References
Web Sites
http://www.cs.stir.ac.uk/~dec/teaching/CSC9T4/lectures/HardSys.pdf
http://qeynotes.blogspot.com/2005/04/hard-and-soft-system-
methodologies.html
http://www.12manage.com/methods_checkland_soft_systems_methodology.ht
ml
http://www-staff.it.uts.edu.au/~jim/bpt/ssm.html
http://books.google.com.my/books?id=ERvCHnKtEooC&pg=PA89&lpg=PA89&
dq=Hard+Systems+Methodology+Vs+Soft+Systems+Methodology
http://paulbrennantelecom.com/Systems%20Thinking_SSM.htm
http://72.14.235.132/search?q=cache:0-
MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/
http://72.14.235.132/search?q=cache:1J_paf8Mx5IJ:www.tmsk.uitm.edu.my/~f
auziaha/ITS410/
http://www.cs.stir.ac.uk/~dec/teaching/CSC9T4/lectures/HardSys.pdfhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://www.12manage.com/methods_checkland_soft_systems_methodology.htmlhttp://www.12manage.com/methods_checkland_soft_systems_methodology.htmlhttp://www-staff.it.uts.edu.au/~jim/bpt/ssm.htmlhttp://books.google.com.my/books?id=ERvCHnKtEooC&pg=PA89&lpg=PA89&dq=Hard+Systems+Methodology+Vs+Soft+Systems+Methodologyhttp://books.google.com.my/books?id=ERvCHnKtEooC&pg=PA89&lpg=PA89&dq=Hard+Systems+Methodology+Vs+Soft+Systems+Methodologyhttp://paulbrennantelecom.com/Systems%20Thinking_SSM.htmhttp://72.14.235.132/search?q=cache:0-MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/http://72.14.235.132/search?q=cache:0-MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/http://72.14.235.132/search?q=cache:1J_paf8Mx5IJ:www.tmsk.uitm.edu.my/~fauziaha/ITS410/http://72.14.235.132/search?q=cache:1J_paf8Mx5IJ:www.tmsk.uitm.edu.my/~fauziaha/ITS410/http://72.14.235.132/search?q=cache:1J_paf8Mx5IJ:www.tmsk.uitm.edu.my/~fauziaha/ITS410/http://72.14.235.132/search?q=cache:1J_paf8Mx5IJ:www.tmsk.uitm.edu.my/~fauziaha/ITS410/http://72.14.235.132/search?q=cache:0-MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/http://72.14.235.132/search?q=cache:0-MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/http://72.14.235.132/search?q=cache:0-MPYUfkCS0J:gawain.soc.staffs.ac.uk/modules/http://paulbrennantelecom.com/Systems%20Thinking_SSM.htmhttp://books.google.com.my/books?id=ERvCHnKtEooC&pg=PA89&lpg=PA89&dq=Hard+Systems+Methodology+Vs+Soft+Systems+Methodologyhttp://books.google.com.my/books?id=ERvCHnKtEooC&pg=PA89&lpg=PA89&dq=Hard+Systems+Methodology+Vs+Soft+Systems+Methodologyhttp://www-staff.it.uts.edu.au/~jim/bpt/ssm.htmlhttp://www-staff.it.uts.edu.au/~jim/bpt/ssm.htmlhttp://www-staff.it.uts.edu.au/~jim/bpt/ssm.htmlhttp://www.12manage.com/methods_checkland_soft_systems_methodology.htmlhttp://www.12manage.com/methods_checkland_soft_systems_methodology.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://qeynotes.blogspot.com/2005/04/hard-and-soft-system-methodologies.htmlhttp://www.cs.stir.ac.uk/~dec/teaching/CSC9T4/lectures/HardSys.pdfRecommended