The development of a conceptual map of soft operational research practice

Soft Operational Research (Soft OR) puts facilitation at its core, but much of the research concentrates on the tools and techniques of Soft OR, such as Cognitive Mapping, Soft Systems Methodology Lind Systems Thinking. This thesis addresses the ambiguity of how facilitators use Soft OR in practice by emphasising the tool-user rather than the tool. By exploring the role of the facilitator, a conceptual map of Soft OR practice is presented. A constructivist interpretation paradigm is used to explore the mind of the facilitator using a knowledge management equation of mental material, thinking and thought, as a means to explore, explain and build accounts of Soft OR practice. The research methodology used a triangulation approach, using a range of tools and techniques to gather data including repertory grid,C) interviews and critical incident technique. The data was derived from case studies of practitioners from British Airways, Shell International and Academic Users, who had a substantive knowledge of Soft OR practice. The interpretation and construction of a conceptual map used Nvivo as an indexing and exploration tool, whereas Decision Explorer was used as a viewing tool to articulate and shape a final account of Soft OR practice. The research highlights how facilitators reconcile with reality based upon the use of natural discourse and congruence modelling to embed social knowledge as tacit knowledge. Facilitators at a metacognitive level adapt and change tools and techniques depending upon the circumstances and environment. It is recognised that the model in Soft OR is, in fact, a map in which territories are negotiated. The symbols in the map are cryptic labels of knowledge that capture discrepancy that goes beyond consciousness and reasoning. This is balanced with the use of every day discourse as a means to find usable structures in the works of Soft OR. Combined, these factors represent a contribution to knowledge of how Soft OR practitioners assemble a cognitive understanding of situations and how they make decisions on how to proceed.