A soft-systems methodology approach for product and process innovation

Soft-systems methodology (SSM) has been recommended as a tool for scientifically evaluating complex environments. One such environment is the development of organizational processes and products delivered by organizations. This paper proposes a methodology for organizational product and process innovation based on SSM theory incorporating quality function deployment (QFD) and IDEF0 (integrated definition functional modelling tool) techniques. The methodology relies on a series of phases that elicit information from complex and amorphous real-world practices, processes, and information, and develops models of these systems. The paper illustrates the utility of the methodology and tools using a case example: development of an organizational decision support system used to justify strategically important technologies for the enterprise.