Systematic Organizational Conflicts Identification and Resolution Using Perception Mapping and Function Relationship Analysis

D. Daniel Sheu ； Mei Hui Tsai

《International Journal of Systematic Innovation》 3卷2期 (2014/09) Pp. 16-31

https://doi.org/10.6977/IJoSI.201409_3(2).0003

摘要

This research proposes a set of methods to analyze the relationship between people's perceptions and organizational goals and ultimately to identify and solve complex organizational conflicts using modified TRIZ Perception Mapping, Function Relationship Analysis, Solution Directions, and Business Inventive Principles. Organizational perceptions are usually fuzzy and obscure, making it difficult to detect conflicts in them. However, they may cause friction between colleagues and create significant negative impacts on organizational performance. This research proposes an augmented perception analysis and links organizational perceptions with phenomena and performance indices to form a function relationship diagram which enables a structured unequivocal identification of conflicts within an organization. TRIZ (Theory of Inventive Problem Solving) tools such as Cause Effect and Contradiction Chain Analysis (CECCA), Solution Directives, and Inventive (Business) Principles can then be used to locate root conflicts and resolve complex organizational problems. Contributions of this research include: (1) Enhancing Perception Mapping Method. An ＂Inhibit＂ relation is added to the existing ＂Lead to＂ relation. With the additional relaxation of a one-to-one relationship to multiple-to-multiple relationships and the introduction of organizational phenomena/performance indices into the perception map, this method is able to clearly identify organizational conflicts in a structured way. Objective logical reasoning instead of subject feelings can now be used to identify conflicts in complex perception relationships in organizations. (2) Enabling us to link individual perceptions to organization performances through Function Relationship Diagram. It helps us identify which perceptions are causing performance problems, thereby allowing us to solve the root cause problems. It also helps us to locate the conflicts between people's perceptions, enabling us to resolve or prevent friction. (3) Adopting structured application of TRIZ technical tools such as CECCA, Solution Directives, and Business Inventive Principles on solving fuzzy business problems.

關鍵字

TRIZ ； Perception Map ； Conflict identification ； Conflict Resolution ； Function Relationship Diagram