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Quantitative and qualitative measures have been regarded as separate processes using very different approaches. Increasingly however, organisations providing services need more than the numbers to demonstrate the value they provide. Numbers obtained this way do not provide answers to the question Why? Based on our own work, and conversations with clients, the desirable characteristics of an effective evaluation framework that we identified were: It would be able need to address the whole system, and identify relationships between the various key elements It would assess the current state and provide insights that gave options for improvement
C o m p l e x a b i l i t y P t y L t d i s t h e r e s e a r c h a r m o f E m e r g i n g O p t i o n s P t y L t d , a n d h a s
It could be readily customised to meet the specific contexts of different organisations, while having sufficiently commonality to enable comparisons It must be cost effective, dynamic and provide feedback quickly It should provide both quantitative and qualitative measures the insights would be the basis for action , improvement and feedback for both service delivery and policy it is scalable appropriate for small and large systems
What
do
we
use?
Most
human
systems
are
complex;
and
simple
linear
relationships
between
various
elements
do
not
exist.
The
One
size
fits
all
approach
to
various
policies,
systems
and
approaches
has
been
found
to
be
wanting.
Likewise,
imitating
what
is
seen
to
work
in
another
country,
another
organisation
of
even
another
part
of
the
same
organisation
rarely
works
context
is
critical.
The
many
management
tools
and
processes
that
are
available
to
address
organisational
issues
are
based
on
the
assumption
that
there
is
a
definable
relationship
of
cause
and
effect
between
identified
elements
that
can
inform
strategy
and
interventions.
In
current
complex
and
turbulent
environments,
it
is
increasingly
obvious
that
these
approaches
do
not
serve
us
well
when
dealing
with
complex
interactions.
Traditional
evaluation
methods,
that
rely
on
hypotheses
about
cause
and
effect
relationships
remain
appropriate
for
some
parts
of
a
system
but
not
all.
At the heart of the Complexability approach is the Cynefin framework; an open systems model that enables the identification of the different elements of a system that need to be monitored. Understanding the distinction between ordered and unordered elements of a system leads to the application for different methods for diagnosis and intervention depending on the nature of the issue.
Field Analysis, SWOT for strategy. Or, like LEAN, 6 Sigma and Business Process Reengineering, they map a systems inputs, throughputs and outputs as a way of identifying system improvement. Measuring, monitoring and evaluating issues that are in the ordered domains relate to outputs,
There are a wide range of existing tools and methods designed to determine what numerical information to capture, and how to report it. The quantitative data is usually subject to analysis and interpretation by experts. These approaches are founded on assumptions of order, and cause and effect.
outcomes.
Qualitative
research
has
primarily
relied
on
expert
led
discussions
and
inter
views,
such
as
focus
groups.
It
is
significantly
more
expensive
that
collecting
quantitative
data,
and
the
results
can
be
susceptible
to
researcher
bias.
Narrative
research
is
now
used
in
a
variety
of
settings,
given
that
narrative
allows
complex
information
to
be
shared.
However,
most
of
the
processes
for
analysis
still
depend
on
the
researchers
hypotheses,
conceptual
frameworks
and
beliefs.
Complex'unorder'
un,ordered%systems%
ordered%systems%
Chao7c'Unorder'
Decision(Making( Act/Sense/Respond( Performance'Monitoring:' Novel'Prac7ce'
Simple'Order'
Decision(Making: (( Sense(/Categorise/Respond( Performance'Monitoring:' Best'Prac7ce'' Outputs' Quan7ta7ve'Measures'
Sensemaker
Is
software
that
has
been
developed
by
Cognitive
Edge
specific
ally
for
issues
that
are
in
the
complex
domain.
It
can
capture
large
amounts
of
narratives
quickly
and
efficiently,
and
provide
participants
with
the
opportunity
to
attribute
their
own
meaning
to
their
experiences,
rather
than
experts
attributing
that
meaning.
The
software
analytics
provide
quantitative
measures
of
qualitative
date,
(
impacts
and
outcomes)
and
insights
that
enable
action
and
intervention
should
this
be
required.
The
Complexability
approach
compliments
any
current
monitoring
and
evaluation
methods
being
used
by
an
organisation,
or
program.
It
is
specifically
concerned
with
the
impacts
and
outcomes
of
activities,
rather
than
the
outputs
and
targets.
Questions
are
customised,
based
on
the
context
of
the
organisation,
and
the
issues
of
concern
Each
project
has
the
common
elements
of:
(a)
Understanding
the
current
situation
the
Discovery
Phase
This
phase
is
concerned
with
WHAT
needs
to
be
explored,
and
HOW
the
data
will
be
captured,
analysed
and
utilised.
The
WHAT
includes
the
SCOPE
and
BOUNDARIES
of
the
project,
ensuring
that
there
is
appropriate
focus,
and
the
purpose
for
undertaking
the
project
is
clear
and
shared.
The
HOW
relates
to
the
options
for
the
way
data
will
be
collected,
and
analysed.
This
can
include
both
software
and
non
software
methodologies.
It
is
concerned
with
gaining
an
understanding
of
the
CURRENT
STATE,
and
the
relationships
(or
not)
between
various
elements
that
seem
to
contribute
to
the
current
situation
being
the
way
it
is.
This phase will usually encompass questions related to the impact on clients and other stakeholders, the audit and/or evaluation of a program or project to determine the extent to which desired outcomes are being achieved , and the extent to which a program is delivering value (social and economic) for the money invested. Such assessments will involve perspectives from Customers Service delivery staff Policy makers Funders Other stakeholders All will have different, and legitimate, perspectives that need to be taken into account. Data collection and analysis uses Sensemaker software, developed by Cognitive Edge specifically to be a decision support tool for complex issues. By capturing the experiences of many, it provides quantitative analysis on the qualitative data, (more details below).
(b) Sensemaking- analysis and reports This stage is about gaining insight, as support for decisions. Depending on the nature of the project, a range of activities may be undertaken. At a minimum, a report is prepared documenting the results and insights from the analysis undertaken by the software. This report is a combination of visual representations of patterns and trends, in addition to the traditional graphs capturing demographic data, and responses to other general research questions. It may also contain recommendations. Going beyond an audit of a project or initiative, or an assessment of what has been achieved requires people from the system under consideration to interact with data. Where Sensemaker is being used to provide the basis for intervention and improvement, the analysis differs from most other software packages. As a decision support tool, insights and possibilities for further exploration are identified. Significant insights are gained through discussion, and consideration of the narrative information that has led to the patterns and trends identified by the software. There are a number of non software methods designed to aid in this process and provide structure for the deliberations and conclusions, including agreed actions. (c) From insights to action.. and further monitoring This stage focuses on designing intervention and initiatives that take into account insights gained, and the nature of the various issues that need to be addressed. The Cynefin framework is used to ensure that most appropriate actions are taken for each of the issues. For some applications, the performance monitoring requires and assessment of impact over time. Sensemaker can be used to compare data collections at different time frames, for different stakeholder groups.
Applications
Narrative
research,
using
Sensemaker
is
being
used
in
a
wide
variety
of
settings
globally.
Complexability
consultants
have
been
involved
in
performance
monitoring
projects
related
to
The
value
of
investment
in
Executive
education
Service
delivery
outcomes
in
the
community
care
sector
Workplace
Cultural
Assessment
Outcomes
of
a
government
sponsored
foreign
aid
project
Other
projects
have
captured
perspectives
on
issues
such
as
climate
change
and
volunteering,
to
inform
policy
initiatives;
identifying
contributing
factors
to
excellence
in
vocational
education;
and
community
perspectives
on
regional
development
plans.
Vivienne
Read
June
2013
viv.read@complexability.com.au