A version of the Conflict Resolution Diagram / Evaporating Cloud talk/workshop I prepared for a SCiO Open Day in Manchester: http://www.scio.org.uk/node/760
Farmer Representative Organization in Lucknow | Rashtriya Kisan Manch
Conflict in Complex Systems
1. CONFLICT IN
COMPLEX SYSTEMS
Resolving conflict methodically with the
Conflict Resolution Diagram from Theory of Constraints
Ash Moran
ash.moran@patchspace.co.uk
PatchSpace Ltd @patchspace
5. CONFLICT SCENARIO:
LIMITED RESOURCES
HoldYourHand Hosting provides managed server hosting to
large and small clients. Recently they’ve been suffering an
unusually large number of outages.
In a number of cases, support staff have handled follow-up
calls badly and upset clients. As a reaction, many managers
have taken to jumping on issues themselves. “Managers
think they know our job best!” and “Support staff are
complete idiots!” and are often heard shouted around.
Support staff are scared to speak to clients,
and managers are overwhelmed with firefighting.
Who should handle the clients, support staff or managers?
9. NECESSITY LOGIC 101
Attend every SCiO
meeting
Be an expert in the
Viable System
Model
“In order to be an expert in the Viable System Model,
I must attend every SCiO meeting”
10. NECESSITY LOGIC 101
Pay all the
entry fees
Attend every SCiO
meeting
“In order to attend every SCiO meeting,
I must pay all the entry fees”
18. NECESSITY LOGIC 101
Pay all the
entry fees
Attend every SCiO
meeting
“In order to attend every SCiO meeting,
I must pay all the entry fees,
because all SCiO meetings have a fee,
and Ben throws fee-dodgers out the window”
All SCiO meetings have a fee
Ben throws fee-dodgers out the window
19. REQUIREMENT 1
Run a successful
business
Preserve client
relationships
We need clients to be successful
We can’t afford to lose clients
We can’t find new clients
20. REQUIREMENT 2
Run a successful
business
Don’t waste
management time
Management time is scarce
Managers have a specific role to play
in improving the business
If managers are distracted, the
long-term health of the business is
compromised
21. PRE-REQUISITE 1
Managers
call clients
Preserve client
relationships
Managers are better at dealing with clients
than support staff
Clients are going to leave if they get bad service
from support staff
Support staff can’t learn to make good calls
22. PRE-REQUISITE 2
Support staff
call clients
Don’t waste
management time
Managers don’t have time to make calls
Support calls are operational work, not
management work
Support staff have useful knowledge
about outages when making calls
25. REQUIREMENT 1
Run a successful
business
Preserve client
relationships
We need clients to be successful
We can’t afford to lose ONE SINGLE client
We can’t find ANY new clients
26. REQUIREMENT 2
Run a successful
business
Don’t waste
management time
Management time is scarce
Managers have a specific role to play
in improving the business
If managers are distracted AT ALL,
the long-term health of the business is
compromised
27. PRE-REQUISITE 1
Managers
call clients
Preserve client
relationships
ALL managers are MUCH better at dealing with
clients than support staff
ANY clients will leave if they get JUST ONE
bad call from support staff
Support staff CAN’T POSSIBLY learn to make good
calls
28. PRE-REQUISITE 2
Support staff
call clients
Don’t waste
management time
Managers don’t have ANY time to make calls
Support calls are operational work, not
management work
ONLY support staff have useful knowledge
about outages when making calls
31. REQUIREMENT 1
Run a successful
business
Preserve client
relationships
We need clients to be successful
We can’t afford to lose ONE SINGLE client
We can’t find ANY new clients
❌
❌
32. REQUIREMENT 2
Run a successful
business
Don’t waste
management time
Management time is scarce
Managers have a specific role to play
in improving the business
If managers are distracted AT ALL,
the long-term health of the business is
compromised
❌
33. PRE-REQUISITE 1
Managers
call clients
Preserve client
relationships
ALL managers are MUCH better at dealing with
clients than support staff
ANY clients will leave if they get JUST ONE
bad call from support staff
Support staff CAN’T POSSIBLY learn to make good calls
❌
❌
❌
34. PRE-REQUISITE 2
Support staff
call clients
Don’t waste
management time
Managers don’t have ANY time to make calls
Support calls are operational work, not
management work
ONLY support staff have useful knowledge
about outages when making calls
❌
❌
37. PRE-REQUISITE 1
Managers
call clients
Preserve client
relationships
Target management calls on the most
important situations
(Do we know which these are???)
Train support staff
(Who? How? When?)
38. PRE-REQUISITE 2
Support staff
call clients
Don’t waste
management time
Give more information to managers
before calls
(Do we have this???)
39. THE CONFLICT
Run a successful
business
Managers
call clients
Support staff
call clients
Preserve client
relationships
Don’t waste
management time
Target management calls
Call training for staff
Highlight information
41. PRE-REQUISITE 1
Managers
call clients
Preserve client
relationships
Restrict management calls to clients
worth over 5% of business or with
complaints in the last 8 weeks
Allocate 2 hours per week to be spent
on training calls for support staff
42. PRE-REQUISITE 2
Support staff
call clients
Don’t waste
management time
Create a system for support staff to
flag significant information to
managers before making calls
43. THE CONFLICT
Run a successful
business
Managers
call clients
Support staff
call clients
Preserve client
relationships
Use mgmt time
appropriately
Target management calls
Call training for staff
Highlight information
44. THE CONFLICT
Run a successful
business
Preserve client
relationships
Don’t waste
management time
Target
management calls
Call training for staff
Highlight
information
45. FINAL STEP OF THE CYCLE
Have courage to commit to the solution:
a solution never implemented is worse than
a solution never promised.
46. DISCUSSION POINT
The company experienced a period of long outages to
high-profile clients. Many of the support staff were
junior members with little experience.
Was it reasonable to expect support staff to handle
these calls well? What plausible scenarios might have
caused this situation and in which of them is blaming
the support staff fair?