سیدمرتضی حسینی

The aim of this study was to elicit the tacit knowledge in managing the development of information systems in Organization “A” and to design a human activity system agreed upon by all stakeholders to improve this process. To achieve this goal, the Soft Systems Methodology (SSM) was employed as the main framework. The required data were collected through semi-structured interviews with ۲۳ key stakeholders, a review of organizational documents, and direct observation of current processes. The data were analyzed using thematic analysis and SSM tools such as the rich picture and the CATWOE framework.

As a result of this analysis, three dominant worldviews (centralized development, decentralized development, and coordinated development) regarding the management of information systems development in the organization were identified. Based on these worldviews, three root definitions and corresponding conceptual models were developed. Through comparing these models and discussions with stakeholders, a final model was proposed, emphasizing the centralization of strategic activities, decentralization of operational activities, coordination and standardization at the process level, adaptability to conditions, and the role of the IT unit as a coordinator, service provider, and controller.

The findings of this research demonstrate that SSM can be an effective tool for uncovering tacit knowledge and building consensus among stakeholders in complex and multifaceted issues. The final model presented not only addresses the identified challenges in Organization “A” but also serves as a framework for improving the management processes of information systems development in this and similar organizations.