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. 

• Define the problem
• Identify alternative solutions
• Evaluate alternative solutions
• Select the best alternative
• Implement the solution
• 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.

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