The Work System Method:
Connecting People, Processes, and IT for Business Results

Table of Contents


CHAPTER 1: WHY ARE SO MANY SYSTEMS SUCH A MESS?
...A System Gone Awry
...Common Disappointments
...Seven Common Temptations
...Overcoming the Seven Temptations

CHAPTER 2: WORK SYSTEMS - THE SOURCE OF BUSINESS RESULTS
...Examples of Work Systems
...Commonalities
...The Work System Framework
...Elements of a Work System
...Work System Snapshot
...One Lens Fits Almost All
...Themes Expressed by the Work System Framework
...Work Systems, Not IT

CHAPTER 3: OVERVIEW OF THE WORK SYSTEM METHOD
...Three Levels for Using the Work System Method
...Level One
...Level Two
...Level Three
...Different Uses of the Work System Method
...Conclusion - the Whole, the Parts, and the Specifics

CHAPTER 4: DEFINING A WORK SYSTEM
...Deciding the Work System’s Scope
...Clarifications about Work System Elements
...Effective Work System Snapshots
...Examples of Work System Snapshots

CHAPTER 5: IDENTIFYING ISSUES AND POSSIBLE IMPROVEMENTS
...Possibilities for Change
...Work System Scorecard
...Work System Strategies
...Work System Risk Factors and Stumbling Blocks
...Work System Principles

CHAPTER 6: JUSTIFYING A RECOMMENDATION
...Desired Changes to Work System Elements
...Alternatives not Selected
...Comparison with an Ideal System
...Likely Success with Original Problems
...Negative Impacts of Recommended Changes
...Fit with Work System Principles
...Implementation of the Recommendation
...Stakeholder Analysis
...Costs, Benefits, and Risks
...Questionable Assumptions

CHAPTER 7: THE WORK SYSTEM LIFE CYCLE
...Phases of the WSLC
...Importance of Change Management
...Collaborating throughout the WSLC

CHAPTER 8: EXAMPLE ILLUSTRATING THE WORK SYSTEM METHOD

CHAPTER 9: CUSTOMERS AND PRODUCTS & SERVICES
...The Work System’s Products and Services
...Work System Customers and Their Concerns
...Performance Indicators for Products & Services

CHAPTER 10: WORK PRACTICES
...Starting Points for Identifying Possible Changes
...Strategy Decisions for Work Practices
...Performance Indicators for Work Practices

CHAPTER 11: PARTICIPANTS
...Strategy Issues Related to Participants
...Performance Indicators
...Possible Changes Related to Participants

CHAPTER 12: INFORMATION
...Data, Information, and Knowledge
...Defining Information in a Database
...Linking Information to Action
...Evaluating Information in Work Systems
...Causes of Information Risks and Stumbling Blocks
...Strategy Issues for Information

CHAPTER 13: TECHNOLOGY AND INFRASTRUCTURE
...Technology Basics
...Evaluating Technology
...Infrastructure
...An Enterprise View of IT

CHAPTER 14: ENVIRONMENT AND STRATEGY
...Related Work Systems
...Organizational History and Distribution of Power
...Organizational Culture
...Organizational Policies and Procedures
...Legal and Regulatory Requirements
...Competitive Environment
...Alignment of IT with Corporate Strategy

CHAPTER 15: WORK SYSTEM IDEAS IN A BROADER CONTEXT
...Goals and Limitations
...Antidote to the Seven Temptations
...Recognizing Omissions
...Interpreting Jargon
...Interpreting Information System Categories
...Focusing on Fundamentals

APPENDIX: EXAMPLE ILLUSTRATING THE WORK SYSTEM QUESTIONNAIRE
...Level One -- Summary
...Level Two -- Important Questions
...Level Three – Analysis Checklists
...Level Three – Diagrams and Templates











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