Soft System Stakeholder Analysis Modelling, analysis and implementation of KPIs in Nokia

Soft System Stakeholder analysis is an approach to understand complex systems from different stakeholder viewpoints. It models soft system components and information flows as they are understood by stakeholders who are directly or indirectly in contact with the system. Each different perspective is modelled as a layer and analyser can use these layers to create a shared system model with selected a set of stakeholders. The key benefit is the

ability to capture values from different stakeholder viewpoints and model them in a same model revealing the impact of different requirements or features in a selected system.

For each KPI, information about the actual data items, the format of the data and the storage is modelled as a soft system from relevant stakeholder perspectives.

Each defined KPI is modelled from the KPI’s owner’s perspective in order to capture the intended use of the KPI, how it is calculated and what kind of data is needed.

KPIs are used by different stakeholders and their purpose vary. Each KPI model therefore also includes information about how it is presented and who the end users are.

The model captures relevant stakeholder viewpoints such as workflows, work practices, data processing, data usage and understanding of data and work.