Using Process Analysis and Modelling in an Integrated Problem Solving Approach to Business Performance Improvement

The article develops a conceptualization of problem solving and decision making which synthesizes a number of models and approaches in the context of multi-methodological practice to process analysis and performance management. It also emphasizes the combining of hard and soft systems methodologies and the mutual complementarity of methods and tools incorporated into and associated with these methodologies. An important part in a search for feasible and desirable changes in business systems under complexity and uncertainty is given to the problem structuring at different levels of performance management. The developed overall framework of problem solving for performance improvement is based on Soft System Dynamics Methodology and the combined applications of logico-linguistic modelling, causal analysis, petri nets, process-centric modelling, network modelling, simulation and others. A loading-unloading process at warehouse (cargo terminal) has been taken to examine the application of the framework