Previous

Page - 3

The process used by TOC to improve the health of an organization (or solve any problem) is almost identical to what the physician does, but the terminology is changed to better suit the language of problem-solving in organizations. In TOC, the process is described via the use of three questions:

What to Change?

From a list of observable symptoms, cause-and-effect is used to identify the underlying common cause for them all, the core problem. In organizations, however, the core problem is inevitably an unresolved conflict that keeps the organization trapped and/or distracted in a constant tug-of-war. This conflict is called a Core Conflict. Due to the devastating effects caused by Core Conflicts, its common for organizations to create policies, measurements and behaviors in attempts to treat those negative effects (often band-aids) that, when treating the Core Conflict, must be removed, modified or replaced.

What to Change to?

By challenging the logical assumptions behind the Core Conflict, a solution to the Core Conflict is identified. This is only the starting point for the development of a complete solution - a strategy for resolving all of the initial symptoms, and many others, once and for all. The strategy must also include the changes that must be made alongside the solution to the Core Conflict to ensure that that solution works and that the organization is restored to its "best possible health".

Respectively, these are often the changes to the policies, measurements and behaviors identified in What to Change, as well as the organization's strategic objectives. Lastly, the strategy is not complete until all potential negative side-effects of the strategy have been identified and a means for preventing or mitigating each is determined, becoming key elements of the strategy. Trimming these negative side-effects allows an organization to intentionally and systematically create strategies that are a win for all those affected by the strategy.

Next

* Contributed by: -
Vempati Karthik,
PGDBM II Semester,
Institute of Public Enterprise,
Osmania University Campus, Hyderabad.