Avoiding failure by using a formal problem diagnosis process

Abstract

PurposeSeeks to provide an overview of a formal method for diagnosing and resolving problems that arise during the system development process.Design/methodology/approachUsing a communicative problem‐solving model proposed by Lumsden and Lumsden, the author applies the model to the problem diagnosis process in systems development by way of a case study.FindingsApplying a formal model to problem diagnosis and resolution provides a way for the development team to truly understand the problem it is trying to solve and the implications of the solution. When the model is used, the problem can be analyzed within its larger organizational context, thereby creating more effective solutions that will be welcomed and embraced.Originality/valueThis paper will be of interest to systems developers and managers, especially those who need to diagnose and resolve issues within their larger organizational context. By situating the general model proposed by Lumsden and Lumsden within the systems development context, the paper describes a new approach to organizing this type of activity within the systems development function.