Systems Thinking is a topic which is at the forefront of how we think about management in the Public Sector and Service Industries. This collection from leading thinkers in the field takes a case study approach to a variety of issues which encompass topics such as Banking, Electrical Distribution, Manufacturing and Adult Social Care.

The world has become increasingly networked and unpredictable. Decision makers at all levels are required to manage the consequences of complexity every day. They must deal with problems that arise unexpectedly, generate uncertainty, are characterised by interconnectivity, and spread across traditional boundaries. Simple solutions to complex problems are usually inadequate and risk exacerbating the original issues. Leaders of international bodies such as the UN, OECD, UNESCO and WHO — and of major business, public sector, charitable, and professional organizations — have all declared that systems thinking is an essential leadership skill for managing the complexity of the economic, social and environmental issues that confront decision makers. Systems thinking must be implemented more generally, and on a wider scale, to address these issues. An evaluation of different systems methodologies suggests that they concentrate on different aspects of complexity. To be in the best position to deal with complexity, decision makers must understand the strengths and weaknesses of the various approaches and learn how to employ them in combination. This is called critical systems thinking. Making use of over 25 case studies, the book offers an account of the development of systems thinking and of major efforts to apply the approach in real-world interventions. Further, it encourages the widespread use of critical systems practice as a means of ensuring responsible leadership in a complex world. Comments on a previous version of the book: Russ Ackoff: ‘the book is the best overview of the field I have seen’ JP van Gigch: ‘Jackson does a masterful job. The book is lucid ...well written and eminently readable’ Professional Manager (Journal of the Chartered Management Institute): ‘Provides an excellent guide and introduction to systems thinking for students of management’

CRITICAL SYSTEMSTHINKING Understand the full range of systems approaches and how to use them with this innovative overview. Leaders and managers face increasing complexity and uncertainty because technical, organizational, socio-cultural, political, and environmental issues have become intensely interconnected. Systems thinking is recognized as the essential competence for managing complexity. As the demand for systems thinking grows, however, the fragmentation of the field into different methodologies has become a potential liability. Critical systems thinking (CST) shows how this diversity can be a strength rather than a weakness by revealing how different systems methodologies address various aspects of complexity and how they can be used in combination to resolve the messiest of wicked problems. Critical Systems Thinking offers, in a single volume, an account of the value of systems thinking and CST in the modern world, an explanation of the pragmatic philosophy and expansion in mindset necessary to embrace CST, and detailed instructions on how to undertake critical systems practice (CSP) using the variety of systems approaches to navigate multi-dimensional complexity. Readers will find: An accessible introduction to systems thinking and CST. A description and critique of the best-known systems methodologies. A guide to the mindset changes, the steps required, and the toolkit necessary to undertake successful CSP. Case studies and examples of CSP. A discussion of the nature of systemic leadership. Critical Systems Thinking is ideal for leaders and managers in government, business, the public sector, the professions, and beyond who want to understand the potential of systems thinking and use it in their work. It is essential for systems researchers and practitioners who want a deeper understanding of the field.

The five approaches outlined in this book offers the systems thinking practitioner a range of interchangeable tools for pro-actively making systemic improvements amidst complex situations of change and uncertainty. Practitioners from all professional domains are increasingly confronted with incidences of systemic failure, yet poorly equipped with appropriate tools and know-how for understanding such failure, and the making of systemic improvement. In our fragile Anthropocene world where ‘systems change’ is often invoked as the rallying call for purposeful alternative action, this book provides a toolkit to help constructively make systems that can change situations for the better. Systems Approaches offers an excellent introduction for those seeking to understand systems thinking and to enact systems thinking in practice. The book helps practitioners from all professions to better understand inter-relationships, engage with multiple perspectives, and reflect on boundary judgements that can inhibit or enhance improved purposeful change. After an editorial introduction to these systems thinking in practice capabilities, successive chapters illustrate five systems approaches, each chosen for having a rigorous though adaptable framework, and a robust long pedigree of application in complex situations. Each chapter illustrates what the approach is about, followed by invaluable tips and insights from experience regarding how the tools might be practiced. Amongst updates from originating authors for this 2nd edition, each approach has an accompanying postscript on some developments since the 1st edition.

Case Studies in Service Innovation provides the reader fresh insight into how innovation occurs in practice, and stimulates learning from one context to another. The volume brings together contributions from researchers and practitioners in a celebration of achievements with the intention of adding to the wider understanding of how service innovation develops. Each case presents a brief description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself, also addressing how success was measured, what success has been achieved to date and providing links to further information. The book is organized around five major themes, each reflecting recognized sources of service innovation: Business Model Innovation: new ways of creating, delivering or capturing economic, social, environmental and other types of value; The Organization in its Environment: an organization engaging beyond its own boundaries, with public private partnerships, sourcing knowledge externally, innovation networks, and open or distributed innovation; Innovation Management within an Organization: an organization actively encouraging innovation within its own boundaries using project teams, internal governance of innovation, and methods or tools that stimulate innovation; Process Innovation: changes in service design and delivery processes, such as consumer led innovation or consumers as part of the innovation process, service operations management, and educational processes; Technology Innovation: the use of technology, including ICT enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, and technology other than ICT. The final part of the book is given to four extended cases allowing for a more in-depth treatment of innovation within a complex service system. The extended cases also illustrate two important and growing trends, firstly the need for, and benefits of, a more customer centric approach to service innovation and secondly the need for better understanding of public services and the role of public-private partnerships in identifying and achieving innovation.