Applying a Framework for Complementarist Intervention Approaches to Service Organizations to Achieve a Sustainable Holistic Management Model

Abstract

Organizational management often faces complex problem contexts, requiring intervention for improvement. Many intervention approaches exist to achieve a purpose in real world applications. Each intervention approach was developed with a specific world view (weltanschauung), dictating its methods and purpose. In a complex problem context, a single intervention approach is insufficient to address all challenges faced. Combining multiple intervention approaches, bringing differing perspectives, facilitates holistic action. Several methodologies have been developed to combine multiple perspectives, including soft systems methodology (SSM), total systems intervention (TSI), creative design of methods (CDM), and boundary critique. Each of these methods has strengths and weaknesses. A barrier to their use in organizations is the requirement for systems thinking education. This paper presents a framework for defining and selecting approaches for intervention in complex problem contexts. It also provides a method for utilizing this framework to design holistic and effective interventions. A case study is discussed, where the proposed framework and method are applied to a small non-profit service organization that performs knowledge-based work in a dynamic environment. The proposed framework and application method are presented through (1) description of the need, (2) review of contributing literature, (3) presentation of the framework, (4) description of the method, and (5) illustration in the case study organization. Limitations, future development, and scope of applications of the proposed framework and method are discussed.