Systems Approach to Problem Solving

By Dinesh Thakur

Systems approach is widely used in problem solving in different contexts.

Researchers in the field of science and technology have used it for quite some time
now. Business problems can also be analyzed and solved using this approach. The
following steps are required for this:
We’ll be covering the following topics in this tutorial:

 Defining the Problem

 Simplifying a System or Applying Systems Approach For Problem Solving
Defining the Problem

This is the step when the problem has to be defined. Sometimes one may confuse the
symptoms or the exhibition of a behavior to be a problem but actually it may only be a
symptom of a larger malaise. It may just exhibit the behavior of a larger phenomenon.
It is vital to drill deep into an issue and clearly understand the problem rather than
having a superficial understanding of the problem. One must appreciate that this in the
initial stage of problem solving and if the problem itself is not correctly diagnosed then
the solution will obviously be wrong. Systems approach is therefore used to understand
the problem in granular detail to establish requirement and objectives in-depth. By
using the systems approach the problem will be analyzed in its totality with inherent
elements and their interrelationships and therefore this detailed analysis will bring out
the actual problem and separate out the symptom from it.
Developing Alternative Solutions

This the logical next step in the systems approaches for problem solving. In this stage
alternative solutions are generated. This requires creativity and innovation. In this
stage-the analyst uses creativity to come up with possible solutions to the problem.
Typically in this stage only the outline of solutions are generated rather than the actual
solutions.
Selecting a Solution

In this step, the solution that suits the requirement and objectives in the most
comprehensive manner is selected as the ‘best’ solution. This is done after evaluating
all the possible solutions and then comparing the possible set of solutions to find the
most suitable solution lot of mathematical, financial and technical models is used to
select the most appropriate solution.
Designing the Solution

Once the most appropriate solution is chosen, it is then made into a design document
to give it the shape of an actionable solution, as in the evaluation stage, only the
outline of the solution is used. At this stage the details of the solution are worked out to
create the blueprint for the solution. Several design diagrams are used to prepare the
design document. At this stage the requirement specifications are again compared with
the solution design to double check the suitability of the solution for the problem.
Implementing the Solution

It is the next step in the process. The solution that has been designed is implemented
as per the specifications -laid down in the design document. During implementation
care is taken to ensure that there are no deviations from the design.
Reviewing the Solution

This is the final step in the problem solving process where the review of the impact of
the solution is noted. This is a stage for finding out if the desired result has been
achieved that was set out.
A Systems Approach Example

Let us assume that A is the coach of the Indian cricket team. Let us also assume that
the objective that A has been entrusted with is to secure a win over the touring
Australian cricket team. The coach uses a systems approach to attain this objective.
He starts by gathering information about his own team.
Through systems approach he views his own Indian team as a system whose
environment would include the other team in the competition, umpires, regulators,
crowd and media. His system, i.e., team itself maybe conceptualized as having two
subsystems, i.e., players and supporting staff for players. Each subsystem would have
its own set of components/entities like the player subsystem will have openers, middle
order batsmen, fast bowlers, wicket keeper, etc. The supporting staff subsystem would
include bowling coach, batting coach, physiotherapist, psychologist, etc. All these
entities would indeed have a bearing on the actual outcome of the game. The coach
adopts a systems approach to determine the playing strategy that he will adopt to
ensure that the Indian side wins. He analyses the issue in a stepwise manner as given
below:
Step 1: Defining the problem-In this stage the coach tries to understand the past
performance of his team and that of the other team in the competition. His objective is
to defeat the competing team. He realizes that the problem he faces is that of losing
the game. This is his main problem.
Step 2: Collecting data-The coach employs his supporting staff to gather data on the
skills and physical condition of the players in the competing team by analyzing past
performance data, viewing television footage of previous games, making psychological
profiles of each player. The support staff analyses the data and comes up with the
following observations:

 Both teams use an aggressive strategy during the period of power play. The
competing Australian team uses the opening players to spearhead this attack.
However, recently the openers have had a personal fight and are facing
interpersonal problems.
  The game is being played in Mumbai and the local crowd support is estimated to
be of some value amounting to around fifty runs. Also the crowd has come to
watch the Indian team win. A loss here would cost the team in terms of morale.
 The umpires are neutral and are not intimidated by large crowd support but are
lenient towards sledging.

Step 3: Identifying alternatives-Based on the collected data the coach generates the
following alternate strategies:

 Play upon the minds of the opening players of the competitors by highlighting their
personal differences using sledging alone.
 Employ defensive tactics during power play when the openers are most
aggressive and not using sledging.
 Keep close in fielders who would sledge and employ the best attacking bowlers of
the Indian team during the power play.

Step 4: Evaluating alternatives-After having generated different alternatives, the coach

has to select only one. The first alternative may lead to loss of concentration on the
part of openers and result in breakthroughs. However, there is a chance that the
interpersonal differences between the two openers may have already been resolved
before they come to the field and in such a case this strategy will fail. The second
strategy provides a safer option in the sense that it will neutralize the aggressive game
of the openers but there is limited chance of getting breakthroughs. The third option of
employing aggressive close in fielders to play upon the internal personal differences of
the openers and at the same time employing the best bowlers may lead to
breakthroughs and may also restrict the aggressive openers.
Step 5: Selecting the best alternative-The coach selects the third alternative as it
provides him with the opportunity of neutralizing the aggressive playing strategy of the
openers as well as increases the chances of getting breakthrough wickets.
Step 6: Implementing and monitoring-The coach communicates his strategy to his
players and support staff, instructs support staff to organize mock sessions and tactics
to be employed to make the strategy a success. The players and support staff
performance is monitored by the coach on a regular basis to ensure that the strategy is
employed perfectly.
Simplifying a System or Applying Systems Approach For Problem Solving

The easiest way to simplify a system for better understanding is to follow a two-stage
approach.
Partitioning the System into Black Boxes

This is the first stage of the simplification process, in this stage the system is
partitioned into black boxes. Black boxes need limited knowledge to be constructed. To
construct a black box one needs to know the input that goes into it, the output that
comes out of it and its function. The knowledge of how the functionality is achieved is
not required for constructing a black box. Black box partitioning helps in the
comprehension of the system, as the entire system gets broken down into granular
functionalities of a set of black boxes.
Organizing the Black Boxes into Hierarchies

This is the second stage of the simplification process, in this stage the black boxes
constructed in the earlier phase are organized into hierarchies so that the relationships
among the black boxes is easily established. Once, a hierarchy of the black boxes is
established, the system becomes easier to understand as the internal working of the
system becomes clearer.

Systems Approach to Problem Solving

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Approach to Problem Solving
Systems Approach to Problem Solving:

The system analysts and programmers who designed and developed the MIS, were not, in
the initial stages, familiar with the managerial set-up and the role of managers in the
organization. So, they were not in a position to understand how managers solved problems
in the organizations. In order to develop a standard and structured framework for problem
solving, they introduced the systems approach to problem solving. Any manager can use
the systems approach irrespective of the type of problem. It provides a universal
methodology with an inherent logic to solve any kind of problem through a series of steps.

o Define the problem

o Identify alternative solutions
o Evaluate alternative solutions
o Select the best alternative
o Implement the solution
o Follow up

Another popular model was proposed by Herbert Simon which contains four steps:
intelligence, design, choice, and review. Intelligence is the first step of this approach and
refers to problem identification and definition. Design consists of developing and evaluating
the alternative solutions. Choice is the process of selecting the best alternative and
implementing it, while review is the follow-up process after implementing the solution. Let us
now understand each of the steps involved in the systems approach.

Define the problem

The first step in this approach is to identify the problem. A problem is considered as a
constraint or hindrance to the otherwise smooth flow of activities. It can be identified through
its symptoms. A symptom is an indicator of a problem and need not be the cause. The
system analysts are required to identify such possible indications. For example, a fall in
sales is an indicator of a problem. As and when such an indication comes up, the
management has to review the possible causes for the fall and identify the real problem(s).
Once a problem has been identified, it has to be defined in clearer terms such that no
ambiguity exists in communicating the problem across the hierarchy.

Identify alternative solutions

A problem can be solved in more than one ways. It is therefore not advisable to just think of
a single solution and try to implement it. Such a decision would not allow the manager to
think of other possible alternative solutions and the advantages associated with them.
Therefore, it is recommended that multiple alternatives be developed for the problem and
the best alternative selected. In this step, such alternatives are identified and developed.
The solutions that have worked in the past are a good source from which to search for new
alternatives. Advice from colleagues (internal) and consultants (external) can provide fresh
insights into the problem. Many organizations use expert systems to assist them in
generating alternatives. Expert systems use the knowledge of various experts and develop
solutions to problems in the same way as an expert does.

Evaluate alternative solutions

Once the alternative solutions have been developed, they have to be evaluated to choose
the best solution. Evaluation is mainly done to see how well an alternative fits as the right
solution to the problem. Every alternative is evaluated through different analyses like cost-
benefit analysis, etc. Different criteria of each alternative are evaluated to understand their
influence in arriving at a solution to the problem.

Select the best alternative

The next step is to choose the best alternative as the solution to the problem. To do this,
different factors in each alternative are compared with other alternatives to eliminate the
less feasible alternatives. After several comparisons, the best alternative is selected.
Sometimes it so happens that none of the alternatives can serve as the solution to the
problem. Then, fresh alternatives have to be developed. Sometimes, it may happen that ‘no
action' is the best solution to the problem.

Implement the solution

The selected solution has to be implemented to solve the problem. Sometimes, the solution
has to be freshly designed in order to be implemented. For instance, if installation of new
and custom-made equipment is considered as the chosen solution, then the equipment has
to be designed accordingly and then installed. This is true for information systems also.
Changes in MIS have to be designed and redesigned to suit the organizational
requirements.

Follow-up

This is the final step in this approach. The best solution can fail to produce the expected
results if put into practice in the real world. Hence, it is always recommended that the
results produced by the solution be monitored and evaluated. This is called follow-up.
Follow-up ensures that the post-implementation performance of the system is satisfactory.