Soft Systems Methodology - Case Study

2280 Words Apr 10th, 2006 10 Pages
Executive Summary

This report is based on the system at the Births, Deaths and Marriages office of the Salford Council. The first part defines soft systems methodology, which was the method used to gain an understanding of the situation, and why it was an appropriate methodology to use. A rich picture is employed to illustrate the situation at the Births, Deaths and Marriages office.

Root definitions are created using the CATWOE technique for the analysis of the system from the perspective of the customers and employees. A conceptual model derived from the root definition of the employees follows this. The report concludes with a comparison of the rich picture and conceptual model, followed by a set of recommendations for the
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Below is a CATWOE analysis and root definitions of the system used by the employees at the BDM office, followed by an analysis and root definition of how the customers perceive the system.

a. Employees
Client: The customers
Actor: Us (the Employees)
Transformation: To make appointments, to assist customers who are researching their family trees, to register a life event or to provide a certificates of births, deaths or marriages
Weltanschauung: We must deal with all the different needs of customers, and must deal with clients within 30 minutes of arriving at reception
Owner: Senior Managers
Environment: Salford City Council

At the Births, Deaths and Marriages office for Salford City we must deal with the different needs of the customers which include providing help and assistance in researching family trees, making appointments, registering life events and provide certificates to prove a life event, in a timely manner. The senior managers make all decisions concerning the office.

b. Customers
Client: Me (The customer)
Actor: The Employees at the BDM
Transformation: To receive help with tracing information on our ancestors, to register a life event, and to receive a certificate of a life event

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