REAL BUSINESS PROBLEMS & CREATIVE SOLUTIONS
Module title and code – Creative Thinking & Problem Solving for Managers and BU7408
Module Leader – Dr Debbie Rowlett
Number of words -
Student assessment number – J113120
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EXECUTIVE SUMMARY
This report provides a detailed analysis of the complex topic of providing value for money
while reducing levels of fraud and error within the Department for Work and Pensions
(DWP). The paper studies innovative ideas to improve workplace safety by utilizing creative
thinking and soft systems approaches, particularly the Soft Systems Methodology (SSM)
approach. The study offers a thorough examination of the subject, reasoning behind the
selected options, practical examples, careful assessments, and practical suggestions for DWP.
SSM facilitates a structured, stakeholder-driven exploration of the problem's underlying
human activities and systems. The report illustrates its application through rich pictures and
generates potential solutions. The report concludes by outlining a proposed implementation
plan with key considerations for success within the DWP.
1. INTRODUCTION
The DWP is currently dealing with a complex problem concerning the need to ensure cost-
effectiveness while also decreasing instances of fraud and error. This is called a "wicked"
problem, which consists of significant uncertainty, complexity, and divergence among
stakeholders (Biehl et al., 2022). Contrary to technical issues, the dilemma of balancing value
for money while avoiding fraud and mistake does not have a singular, straightforward
solution. It is highly probable that any suggested solution will entail compromises and
unforeseen repercussions. Complex issues such as this are frequently difficult to solve and
lack simple answers, posing significant challenges for organisations to tackle (Cox et al.,
2014). Likewise, the characteristics and magnitude of fraudulent activity and mistakes are
often difficult to measure or anticipate, making them fitting examples of wicked problems.
To assess this complicated issue within the framework of the DWP, it is important to examine
the end results of fraudulent activity and mistakes in the management of social security
benefits. There have been scenarios of deception within social security systems that can
result in substantial financial consequences, including the depletion of public finances and
eroding confidence in the welfare system (Button et al., 2015). Fraudulent acts disrupt the
uniqueness, trust and integrity of social security institutions, resulting in public distrust.
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1.1 CRITICAL ANALYSIS OF PROVIDING VALUE FOR MONEY WHILE REDUCING FRAUDS AND
ERRORS WITHIN THE DEPARTMENT OF WORKS AND PENSIONS
To tackle the vital examination of ensuring cost-effectiveness while decreasing instances of
fraud and error within the Department for Work and Pensions (DWP) and its sector, it is
necessary to consider numerous crucial elements.
The notion of value for money in pension schemes is highlighted, with the recognition that
money-buy pension plans are typically seen as providing superior value for persons
transitioning between employment compared to final salary schemes (Cooper, 1999).
Assessing the notion of "value for money" in pensions might provide difficulties. This
difficulty of the situation highlights the significance of the DWP guaranteeing that the
pension systems it provides deliver concrete benefits for recipients.
Lane (2011) offers valuable insights into the methods used to investigate fraud in local
authorities, particularly in comparison to organisations such as the DWP. The paper
highlighted that London Boroughs exhibited adherence to optimal guidelines in addressing
fraud, also highlighting the importance of using specialised anti-fraud systems and expert
investigators to effectively combat fraudulent activities. The DWP can improve its fraud
detection and reduction efforts by implementing specialised anti-fraud solutions.
Suh et al. (2018) provide details on how organisational investment affects occupational
fraud, with a primary focus on the role of ethical practices and auditing control. This
highlights the significance of cultivating a solid ethical culture inside the DWP to discourage
fraudulent activity and having rigorous monitoring procedures to efficiently identify and
prevent fraud.
Adebayo et al. (2022) identify the importance of adopting fraud risk management policies,
such as internal control, whistleblowing, fraud awareness, training against fraud, and fraud
response, in reducing the chances of fraud. This makes a necessary move for the DWP to
implement strong risk management measures to effectively combat fraud.
In addition, Ayinla (2024) emphasises the importance of employing data analytics for the
purpose of detecting fraud in accounting. Implementing big data analytics can boost the
DWP's ability to successfully identify and prevent fraudulent activity, hence strengthening its
fraud detection skills.
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To conclude, to boost the overall cost-effectiveness of the DWP and its sectors while
reducing financial malpractices, it is highly important to implement fraud risk management
measures, utilise data analysis for finding frauds, create pension schemes that provide the
greatest value to the public, promote ethical and legitimate organisational cultures, and
distribute or use resources to effective auditing controls. By incorporating these techniques
and practices, the DWP may enhance its operational integrity, reduce the likelihood of fraud,
and optimise resource allocation while delivering important services to beneficiaries.
2. SOFT SYSTEMS METHODOLOGY (SSM) WITHIN THE PROBLEM OF PROVIDING VALUE FOR
MONEY WHILE REDUCING LEVELS OF FRAUDS AND ERRORS
Adopting and implementing the SSM can be a highly strategic approach to handle the
difficulty of providing good value for money to the public while minimising the chances of
fraud and error within the DWP. SSM is a systematic and organised approach to solving
problem that places emphasis on involving the stakeholders and considering their
viewpoints (Daviter, 2017). With the use of SSM, the DWP can acquire great understanding
of the difficult and complex relationships inside the organisation, allowing to solve
challenges beforehand. This approach highlights the importance of various viewpoints,
accommodating diverse stakeholder opinions, and promoting collaborative problem-solving
methods. This methodology has proven to be effective in many fields such as public health,
organisational stakeholder analysis, and performance improvement in sectors like the
National Health Service (NHS) (Jacobs, 2004). Through the utilisation of SSM, organisations
can acquire valuable understanding of the fundamental frameworks, procedures, and
connections that contribute to inefficiencies and fraudulent activities.
An essential element in the effort to decrease fraud and mistake inside the DWP, as
emphasised by Shawyer and Milne (2015), is the transformation of fraud investigations to
focus on prevention and professionalisation. Through the implementation of SSM, the DWP
can employ systematic methods to proactively prevent fraud, rather than simply responding
to events after they have happened. The adoption of this methodology at an early stage will
help in preventing fraud to a greater extent and will also highlight the importance of
addressing the underlying causes and weaknesses within the system.
Furthermore, Lane (2011) highlights the significance of monitoring fraud investigation
methods in organisations such as the DWP to guarantee adherence to optimal procedures
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and improve overall efficiency. SSM can enhance this analysis by offering a systematic
approach to evaluate existing practices, pinpoint areas for enhancement, and make changes
in a methodical manner. By integrating SSM into the DWP policies for preventing fraud, the
organisation can improve its ability to investigate fraudulent activities, make processes more
efficiently, and allocate resources more effectively to combat fraud and mistake.
The implementation of SSM is in accordance with the growing use of accrual accounting,
which is motivated by the demand for clear and effective governmental financial information
systems, as emphasised in the research conducted by (Christiaens et al., 2010). This shift
highlights the significance of establishing techniques that not only tackle immediate
challenges but also foster long-term sustainability and responsibility.
Soesanto's (2021) study demonstrates the effectiveness of using SSM in budgeting and
financial management. This technique enhances resource allocation and decision-making
processes. Through the utilisation of SSM, the Department of Work and Pensions (DWP) can
acquire a comprehensive comprehension of budgeting procedures, detect inefficiencies or
vulnerable areas susceptible to fraud, and execute focused interventions to reduce risks and
improve financial management. Adopting a proactive approach is essential to guarantee
cost-effectiveness and minimise the chances of fraudulent actions occurring within the
organisation.
Cooper (1999) studies the difficulties involved in assessing the notion of "value for money"
in pension schemes, within the framework of delivering good value for the cost incurred by
the people. The use of SSM can be of great help and provide a beneficial framework for
evaluating the efficiency and effectiveness of pension schemes within the DWP. By
implementing the understandings of SSM, the DWP can perform thorough evaluations of
pension schemes, highlight areas where value for money may be maximised for the people,
and make well-informed and planned decisions to improve the overall pension benefits for
employees.
Moreover, the research conducted by Monaghan & Ingold (2018) emphasises the
significance of employing evidence-based approaches in policy making within the DWP,
especially in relation to programmes such as Universal Credit. With the implementation of
SSM, the DWP may methodically collect, analyse, and employ evidence to make well
informed policies on the prevention of fraud malpractices, reduction of errors, and provide a
great of value for money to the people. SSM can facilitate the balance between policy
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objectives and practical usage, guaranteeing that interventions are based on empirical
observations and customised to tackle unique organisational obstacles.
To conclude, implementing SSM offers a strong method for effectively tackling the two-fold
issue of ensuring cost-effectiveness and minimising instances of fraud and error in the DWP
and its industry. By utilising the systematic and comprehensive approach of SSM, the DWP
may improve its fraud prevention tactics, optimise pension provisions, and make policy
decisions based on evidence to achieve higher efficiency and effectiveness in its operations.
3. APPLICATION OF SOFT SYSTEMS METHODOLOGY
SSM, a qualitative technique that helps in analysing complex problems by considering
various views and attitudes of stakeholders (Moutinho, 2004). This paradigm is especially
valuable in situations where problems are ambiguous or not properly defined (soft) which
implies that they incorporate human aspects, organisational factors, and complex
interactions. By employing the SSM, it is possible to create a conceptual framework that can
be used to examine the present situation in the DWP and pinpoint areas where
improvements can be implemented to promote efficiency and decrease levels of fraud and
error (Moutinho, 2004). With the creation of a specific and detailed model that consists of
all the viewpoints discussed above, it will facilitate a thorough examination of the current
position of the organisation and highlight areas where there is a potential need for
improvements. Within the framework of the DWP, the use of SSM can play an important role
in minimising instances of fraud and error. This will result in better services and more
effective management of resources for the people.
SSM emphasises the importance of understanding the social systems related to a problem,
utilizing the ideas of Checkland and other scholars (Moutinho, 2004). The SSM methodology
offers a systematic method for dealing with intricate and unpredictable scenarios, such as
the task of managing cost-effectiveness while minimising instances of fraud and error within
the DWP. By adopting and implementing the SSM technique, stakeholders of the
organisation can be a part of discussions and qualitative assessments aimed at addressing
ethical concerns, sustainability challenges, and human values. These factors are crucial in
addressing the difficult circumstances (Utami et al., 2020). SSM facilitates and recognises the
key problems and concerns from many stakeholders considering the viewpoint of all by
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involving them in the process. This cooperative approach guarantees a legitimate solution
that considers the requirements and worries of all pertinent stakeholders.
By incorporating the perspectives of various stakeholders and utilising methods like Value-
Focused Thinking and Brainstorming, SSM can facilitate the establishment of precise
objectives, the examination of diverse perspectives for achieving them effectively and
efficiently, and the development of standardised solutions (Abuabara et al., 2017). Utilising
Soft Systems Methodology can aid in structuring the problem domain and identifying
appropriate interventions to enhance cost-effectiveness while tackling issues of fraud and
mistake, within the problems faced by the DWP. This systemic framework is in accordance
with the fundamental principles of SSM, which focuses on acquiring knowledge and
adjusting to complex circumstances by incorporating numerous viewpoints and considering
several aspects of the problem (Almeida et al., 2013). This methodology facilitates the
structuring of the problem domain, recognising possible treatments, and eventually
enhancing cost-effectiveness while tackling fraud and mistake. The systematic and adaptive
structure of SSM allows the DWP to consistently acquire knowledge and enhance its
performance, making it highly suitable for addressing intricate, practical problems.
Moreover, the incorporation of SSM with Value of Information techniques might improve
decision-making processes in dealing with the intricate problem at hand. Value of
Information analysis provides a systematic way for evaluating the influence of obtaining
more information on decision outcomes. This is particularly useful in dealing with
uncertainties associated with fraud detection and mistake reduction inside the DWP
(Shallcross et al., 2021). By integrating quantitative methodologies into the SSM framework,
decision-makers can enhance their decision-making process by making better informed
choices regarding resource allocation and strategy formulation, leading to the effective
achievement of desired goals.
Furthermore, the existing body of research on fraud detection and money laundering
emphasises the significance of employing sophisticated methods like as machine learning
and visualisation tools to enhance detection capacities (Lokanan, 2023). These approaches
can enhance the qualitative parts of SSM by using data-driven insights and predictive
analytics to detect patterns that suggest fraudulent activities within the DWP's operations.
By employing machine learning models trained on past transaction data, organisations can
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improve their capacity to identify and address suspicious actions and reduce the risks
associated with fraud and errors (Jullum et al., 2020).
Moreover, the application of forensic auditing techniques, as emphasised in research
focusing on detecting fraud in many sectors, might offer valuable insights for investigating
irregularities and ensuring compliance with rules set within the DWP (Newman, 2023).
Organisations can enhance their internal controls and detection systems by using forensic
accounting techniques and leveraging expertise in financial crime, so effectively thwarting
fraudulent activities. The interdisciplinary approach aligns with the overall aspect of SSM, as
it looks for the integration of several approaches to successfully address the complex
scenarios.
To conclude, the integration of SSM, quantitative decision-making tools, advanced fraud
detection techniques, and forensic auditing practices can establish a solid framework for
effectively addressing the complex challenge of achieving a balance between value for
money and minimising fraud and error within the Department for Work and Pensions.
Organisations may enhance their strategic decision-making processes, boost operational
efficiency, and promote openness and accountability in preventing financial misconduct by
leveraging the benefits of these methodologies and approaches.
4. PICTORIAL REPRESENTATION THROUGH RICH DATA PICTURE
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Description:
1. Shield with pound symbol - The shield symbolises the safeguarding of the public's
finances.
2. Magnifying Glass - It symbolises the act of closely examining and investigating potential
fraudulent activities.
3. Lock - It symbolises the security provided to the general population. To build confidence
in the financial institutions and the DWP.
4. The weighing scale symbolises the time-based worth of individuals' money.
5. The DWP Building and Financial Institution serves as the central hub for several activities,
including decision-making, policy formation, strategy implementation, and the
establishment of regulations and guidelines.
6. Collective - They embody the populace at large, who must confront the ultimate
outcome, be it favourable or unfavourable.
5. EVALUATION OF THE APPROPRIATENESS OF THE SOFT SYSTEMS METHODOLOGY
Under the DWP, which seeks to improve cost-effectiveness while reducing fraud and mistake,
the implementation of SSM could serve as a useful tool for understanding the viewpoints of
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many stakeholders and the interconnectedness inside the system. By conducting a
comprehensive examination of the social, political, and organisational aspects of the DWP,
the implementation of SSM can identify the variables that contribute to inefficiencies and
fraudulent practices inside the department.
Studies on fraud risk management have depicted the usage of measures such as internal
control systems, whistle-blowing techniques, fraud awareness training, and fraud response
strategies reduce the occurrence of fraud significantly (Adebayo et al., 2022). By
implementing SSM, the DWP will analyse its current risk management procedures
significantly and identify areas that needs to be improved to effectively boost fraud
protection measures.
Furthermore, the utilisation of machine learning techniques in evaluating risk, specifically in
detecting financial statement fraud, has been proven to be successful in spotting possibly
fake actions (Song et al., 2014). By incorporating machine learning algorithms into the DWP's
fraud detection systems, the department's capacity to identify irregularities and suspicious
trends that suggest fraudulent activity might be significantly improved. SSM can enable the
incorporation of these sophisticated technical solutions into the current structure of the
DWP, guaranteeing a comprehensive strategy to address fraud and mistake.
There has been a notable shift in the United Kingdom towards using non-state actors, such
as non-profit groups, in welfare-to-work programmes. This movement is evident in the
initiatives undertaken by the DWP (Wright et al., 2011). The inclusion emphasises the
significance of collaboration and combined endeavour in providing efficient social
services.Through the use of SSM, the DWP may evaluate the dynamics of these
relationships, pinpoint areas of synergy, and enhance the value obtained from these
collaborations while reducing the risks linked to fraud and error.
The PEACE approach, for Planning and preparation, Engage, and explain, Account, Closure,
and Evaluation, has been employed in fraud interviews to augment the efficiency and
effectiveness of investigative methods (Walsh & Milne, 2007). Analysing the viewpoints of
shareholders and organisation members and firsthand knowledge of DWP employees
regarding the PEACE model using the SSM can offer a great insight and deep knowledge into
its efficacy for adoption across the department. Through the utilisation of the SSM
framework, the DWP can customise the implementation of the PEACE model to meet its
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specific needs and address any obstacles by conducting interviews and engaging with
important stakeholders.
Moreover, the idea of rescaling employment support accountability, as promoted by the
DWP, highlights the significance of enhancing performance, achieving cost-effectiveness, and
promoting adaptable and tailored support for participants (Whitworth & Carter, 2017). SSM
can help the DWP reorganise its accountability procedures to properly line with these aims.
Through the utilisation of SSM, the DWP may delineate the accountability procedures inside
the department, enabling the identification of areas that can be optimised, promoting
openness, and ensuring effective allocation of resources to combat fraud and mistake.
The importance of auditors in addressing fraud has been emphasised in the field of fraud
detection (Hassink et al., 2010). Through the utilisation of SSM, the DWP can assess its
existing auditing procedures, pinpoint deficiencies in fraud identification and reporting, and
improve the cooperation between auditors and internal parties to bolster the department's
fraud prevention processes. The utilisation of SSM to foster collaboration can result in a
stronger and more proactive response to fraudulent activity within the DWP.
Finally, with the implementation of SSM in the DWP can provide a detailed and well
organised method for handling the complexities of achieving cost-effectiveness while
reducing the chances of fraud and error. The DWP can utilise SSM to improve its operational
efficiency, improve fraud prevention measures, and promote a culture of accountability and
transparency within the department by incorporating findings from research on fraud risk
management, machine learning in risk assessment, partnership models in welfare-to-work
initiatives, and fraud detection practices.
6. RECOMMENDATIONS AND CONCLUSIONS
To successfully integrate SSM into the DWP and tackle the issue of achieving cost-
effectiveness while decreasing the chances of fraud and error, numerous important factors
must be considered. With the help of SSM, organisations such as the DWP may effectively
and efficiently address complex problems by clearly stating their objectives and researching
strategies to meet these criteria (Cropley & Cook, 1999). This approach entails developing a
structured process of investigation to thorough examination of problems and make well-
informed conclusions regarding the required courses of action.
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A very important factor to consider when implementing the SSM approach inside the DWP is
the need for a systematic and well-defined framework, as emphasised in the study
conducted by Abuabara et al. (2017). This framework incorporates diverse Soft OR
methodologies to facilitate collaborative strategy development, with a focus on
comprehending and organising the context, establishing goals, and generating innovative
solutions through brainstorming. By implementing a comprehensive strategy, the DWP can
guarantee that all component of the situation, including the viewpoints of those involved
and the internal workings of the organisation, are carefully considered during the decision-
making process. Mingers (2011) highlights the significance of SSM in fighting the difficult
organisational problems. The DWP can get great benefits by employing SSM as a Problem-
Solving Methodology. This well-established technique aids in organising the problem,
producing novel insights, and pursuing solutions through collaboration. This is in line with
the requirement to tackle the difficulty at DWP through a methodical and cooperative
approach.
As suggested by Fahey et al. (2003), using SSM can be important in making relevant systems
models in the DWP. These models can provide a visual representation of the detailed
interactions and connections inside the organisation, showing potential areas for
improvement to enhance efficiency and reduce occurrences of fraud and error. By
integrating soft system methods with soft systems diagrams, one can make relevant and well
defined system models that offer a visual depiction of the problem scenario and appropriate
actions (Shawyer & Milne, 2015). This visual aid can enhance communication and
understanding among stakeholders, hence improving the adoption and implementation of
organisational changes.
Research conducted by Wang et al. (2015) underlines the importance of identifying and
analysing organisational stakeholders using SSM. This approach allows the identification of
high-level strategic objectives and the breakdown of these objectives into specific tasks.
Within the framework of the DWP, this approach can help in combining the objectives of the
organisation with the concerns of stakeholders, ensuring that actions are appropriately
focused and supported by relevant parties. In addition, Darusulistyo et al. (2022) introduced
the Soft System Dynamic Methodology (SSDM), a clear and organized ten-step method
designed to explore problems, create dynamic models, and make practical changes. By using
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SSDM, the Department for Work and Pensions (DWP) can better address the complex issue
of reducing fraud and errors, while also ensuring they are cost-effective in their approach.
Beyond the technical aspects, it's essential to consider the organizational environment
where the SSM will be implemented. The Ledington & Donaldson (1997) study explores how
SSM is used in management, emphasising the need to align it with the organization's goals
and culture. This highlights the importance of ensuring the organization is ready and
supportive to successfully implement SSM within the DWP. Furthermore, Staadt (2012)
study highlights how crucial issue structuring methods are for solving problems in both
organizations and society. By focusing on problem structuring rather than quick fixes, the
DWP can take a more thorough and thoughtful approach to reducing fraud and errors while
also enhancing cost-effectiveness.
To successfully implement SSM within the DWP, it’s important to take a structured approach
with several key steps. First, the DWP should thoroughly review its current processes and
systems to pinpoint where value for money could be improved and where there are risks of
fraud and errors. This diagnostic phase aligns with SSM’s core principles, which stress the
importance of understanding the problem before suggesting solutions (Wang & Ahmed,
2003). Next, the DWP should involve stakeholders from all levels of the organization—
frontline staff, managers, and policymakers—to gather a range of insights on the challenges
and potential opportunities for improvement.
Monaghan and Ingold (2019) highlights how broad frameworks influence evidence selection
and policymaking. Understanding the limitations and factors that impact decision-making
within the organisation can help tailor the implementation of SSM to fit current procedures
and priorities. Aminnaseri and Taleghani (2023) highlight the importance of SSM in boosting
performance within organisational settings. By using SSM to analyse and address financial
issues affecting supply chains, the DWP can enhance its operational efficiency and
effectiveness in reducing fraud and errors, while also maximising value for money.
To successfully adopt SSM at the DWP, it’s important to involve stakeholders at all levels and
foster a culture of collaboration and continuous improvement. By including employees,
managers, politicians, and external partners in the process, we can gain a deeper
understanding of the problem, leading to more effective and lasting solutions. Staff
members should receive training and development in SSM techniques to enhance their skills
in problem structuring, modelling, and facilitating discussions. Additionally, establishing clear
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communication channels and feedback systems can help monitor the progress of the
implementation and make necessary adjustments as needed.
Ultimately, implementing Soft Systems Methodology (SSM) at the Department for Work and
Pensions offers a systematic and comprehensive way to balance cost-effectiveness with
reducing fraud and errors. By applying SSM principles such as stakeholder analysis, problem
structuring, and continuous learning, the DWP can better manage its complex processes and
drive meaningful change to achieve its goals. A collaborative and flexible implementation
approach, supported by training and clear communication, will enable the organization to
make well-informed decisions and enhance its ability to tackle challenging problems in an
ever-evolving environment. By thoughtfully and effectively using SSM, the DWP can address
the complexities of the challenge and work towards lasting solutions that will benefit both
the organisation and everyone involved.
By meticulously analysing existing procedures and fostering a culture of inclusivity and
continuous feedback, the DWP will not only streamline its operations but also build a
resilient framework capable of adapting to future challenges. This holistic approach ensures
that the solutions are not only effective in the short term but also sustainable in the long
run, thereby securing the DWP’s objectives of reducing fraud, improving cost-effectiveness,
and enhancing overall efficiency. Through this methodical and inclusive strategy, the DWP
can set a precedent for other organizations facing similar challenges, demonstrating the
transformative potential of SSM when applied thoughtfully and collaboratively.
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