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LevelsofST

LevelsofST - Levels of Perception Systems Thinking Skills...

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Levels of Perception Systems Thinking Skills
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Systems Thinker Can wee four levels operating simultaneously: 1. Events 2. Patterns of behavior 3. Systems 4. Mental models 2
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First Level: Events at Acme 3 Sales were steady all through the 1980’s. Late deliveries noticeably increased beginning in 1989 and accelerating thereafter. Time per sale (the time each person had to spend to make a sale) increased 16% in 1990. Billing errors noticeably increased, beginning in 1991 and accelerating thereafter. Sales took a dramatic downturn in 1991. Time per sale continued to increase; it went up 21% in 1992. Customer service staff complained of overwork and stress in 1992.
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Fixation on Events: a Learning Disability 4 “Conversations in organizations are dominated by concern with events: last month ʼ s sales, the new budget cuts, last quarter ʼ s earnings, who was promoted or fred.”
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Second Level: Patterns of Behavior 5 Time Service Problems Late deliveries noticeably increased beginning in 1980 and
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LevelsofST - Levels of Perception Systems Thinking Skills...

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