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The development of a new information systems (IS) strategy for a major UK food and grocery retailer is described. The approach taken was highly participative and made use of a number of models and methods developed by the advocates of soft OR and systems thinking. The resulting process was successful in delivering a strategy developed by management, with commitment to implement it. In addition, the teamwork across functional boundaries was recognized as valuable management development.
Richard Ormerod (Wed,) studied this question.