What Is ‘Systems’ Thinking? Essay Example

Abstract

Juan Pablo Aljure Leon writes in the work entitled “Systems Thinking: The Key for the Creation of Truly Desired Futures” as follows: “We can understand systems thinking as the capacity to understand the relationships between the various components that obtain desirable and undesirable results in an organizational system.” (2008, p. 15)  The focus of this present work in writing is the application of ‘systems thinking’ to the planning of strategy within the organization that includes the organizational mission and vision in view of its values and hoped for outcome in the future. The systems thinker is stated to seek to understand rather than seeking to place blame as blaming “goes hand in hand with negative consequences for the organizational dynamics in relation to the organization’s desired future.” (Leon, 2008, p. 15) The organization in this study is identified as Marriott Corporation.

Systems Thinking

What is ‘systems’ thinking?

Juan Pablo Aljure Leon writes in the work entitled “Systems Thinking: The Key for the Creation of Truly Desired Futures” as follows: “We can understand systems thinking as the capacity to understand the relationships between the various components that obtain desirable and undesirable results in an organizational system.” (2008, p. 15)  The focus of this present work in writing is the application of ‘systems thinking’ to the planning of strategy within the organization that includes the organizational mission and vision in view of its values and hoped for outcome in the future. The systems thinker is stated to seek to understand rather than seeking to place blame as blaming “goes hand in hand with negative consequences for the organizational dynamics in relation to the organization’s desired future.” (Leon, 2008, p. 15)

Systems thinking requirements

Systems thinking discipline makes a requirement of the “differentiation between the resulting events of the organization, the behavioral patterns of the system, the chosen not chosen structures of the system and the mental models that coexists in the organization. Resulting events of the organization include such as family and city while behavioral patterns include such as absenteeism, participation, feelings and sales. The chosen not chosen structures of the system include resources design of the physical space, work teams, schedules, processes and natural laws and genetics. (Leon, 2008, p. 16)

Company – Marriott Hotels (Marriott Corporation)

The company at focus in this brief study is Marriott. Marriott Corporation employs more than 220,000 employees and has been among the most profitable firms for the past two decades. Marriott’s product lines are inclusive of hotels, airline food service, business food service, family dining and contract services. Not only is Marriott the ‘preferred provider’ but as well it is the ‘preferred employer’. (Ulrich, 1992, p. 4)

Mission

For the purpose of this study the stated mission of Marriott Hotels is to retain employees and continue to be the preferred employer among organizations and ultimately to be the preferred provider of services to customers internationally.

Vision

Marriott Hotels envisions a pool of employees that are satisfied in this employment capacity with Marriott to the extent that Marriott Corporation is considered to be a ‘preferred employer’. This ultimately will result in Marriott Corporation being the preferred provider as satisfied employees is certain to result in satisfied customers and this vision is one that is on an international basis and a vision that is long-term in nature.

Values

Marriott Hotels places a high value on its employees and customers and in achieving satisfaction among these two groups. Marriott believes in providing excellent service with a great attitude and a welcoming environment.

Strategic Intent

Internal factors that affect the strategic intent include the motivation of employees. The resources of the corporation also are internal factors that must be considered as well as in this particular case a factor necessary to consider is the participation levels of employees in the strategic plan which has been stated. According to the work of Dave Ulrich when strategic initiatives “for growth, diversification, mergers, privatization, or customer service…merge with

HR plans for staffing, developing, appraising, rewarding, organizing and communication with employees…business may perform in unique ways. Uniqueness may be the ability to transfer strategy to employee action, to align systems and strategies, and to make strategies happen.” (1992, p.13) The strategic intent of Marriott reported in this specific brief study is one that has as its focus gaining unity between internal (employees) factors and external (customers) factors. Ulrich (1992) reports that Marriott was able to achieve external unity by focusing on gaining unity between customers and employees through sending invitations to customers to attend training events and providing encouragement for customer feedback in employee performance appraisal. The following chart illustrates the systems thinking process utilized by Marriott Hotels.

The approach that has been communicated in this systems thinking strategic planning initiative is one that focuses on linking customers and employees “around a shared mindset.” (Ulrich, 1992, p.13) Ulrich states that this approach is supported in research as the attitudes of employees are found to be “highly correlated to customer attitudes in both service and manufacturing industries.” (1992, p.8)

Expected results

This resulted in achieving external unity and this includes feedback in performance forms which are kept in each Marriott hotel room which enables the customer to communicate with employees and their managers. Strategic unity (vertical, horizontal, and external) allows Marriott Hotels to focus its energy and attention upon and achieve competitive advantage. Internal unity is achieved through motivating employees, modifying reward systems, expanded job responsibilities and sharing power among employees.

Projected Outcome

This brief study has examined Marriott Hotels and how systems thinking processes can be utilized by Marriott Hotels and indeed how systems thinking processes have in reality been utilized by Marriott to achieve its mission, vision, and values through strategic planning, systems thinking processes. The strategic planning includes the continuing efforts to motivate employees as well as strategic initiatives for growth through employee and customer unity to be achieved through strategic planning initiatives as stated previously. The projected outcome therefore is unification of Marriott employees and customers and through feedback to create a future organizational system utilizing systems thinking that serves to increase both employee and customer satisfaction and ultimately to be the preferred ‘employer’ and ‘provider’ in satisfying employees and customers desires in their experience with Marriott Hotels organization.

References

Ulrich, Dave (1991) Strategic and Human Resource Planning: Linking Customers and Employees. Human Resource Planning. 1 June 1992. AllBusiness. Online available at: http://www.allbusiness.com/management/benchmarking-strategic-planning/345900-1.html

Leon, Juan Pablo Aljure (2007) Systems Thinking: The Key for the Creation of Truly Desired Futures. International Journal of Reality Therapy • Fall 2008 • Vol. XXVIII, number I • 15