Creating shared value to redesigning IT-service products using SYRCS; Diagnosing and tackling complex problems

Abstract

The existence of different stakeholders in a system, the actual and potential contradictions that may not be identified, and the long-term consequences of each decision are significant challenges in the process of developing a system. Information technology-based services are among the systems that usually interact with users and have a significant impact on their environment. The present study attempts to properly understand and develop the services of an intercity payment system in Iran. After recognizing the problem step by step, an innovative methodology was designed to structure the problem. In the early stages, using one of the critical frameworks after identifying stakeholders, research on the system was conducted, and interviews were identified, which are involved and affected people by the system. Critiques of stakeholders became to viable option during the specified process. Additionally, inspired by the soft operational research (OR), the obtained results were examined in terms of the executive contradictions, and then to evaluate and select the correct options, the long-term consequences of each decision were identified using Multi Attribute Decision-Making. Moreover, the evaluation of options for different stakeholders was done by their representatives using their related criteria to select the best options from the opposing options. Ultimately, the presented methodology is designed to provide a slow movement from qualitative to quantitative form. Consequently, based on creating shared value, the product has been redesigned to satisfy all stakeholders.