Sense-Making between and across Stakeholder Perspectives


  • Javier Calvo-Amodio Oregon State University
  • Shannon Flumerfelt Oakland University


CX Tool, sense-making, system congruency


The CX Tool© provides a visual Tool© for creating congruence between what is known, thinking, and what is done, doing, within a socio-technical system. It guides the analyst by identifying six elements contained within thinking, Organizational Intelligence, and doing, Performance Management, dimensions. Three elements define Organizational Intelligence: Essential Ideas; Essential Processes/Protocols/Structures; and Essential Assessments/Audits. Three elements define Performance Management: Essential Actions; Essential Standards; and Essential Deliverables. The CX Tool© allows analysts to assign congruency scores between elements horizontally and vertically while allowing comparisons between current and desired state of the system. The CX Tool© does not distinguish between stakeholders’ perspectives, a feature that, when faced with complex and/or complicated systems, may prove critical. In this research the authors propose a conceptual framework to incorporate different stakeholders’ perspectives into the CX Tool©. A short case study is presented to illustrate how different stakeholders’ perspectives can be incorporated and quantified.

Author Biographies

Javier Calvo-Amodio, Oregon State University

Assistant Professor at the School of Mechanical, Industrial and Manufacturing Engineering, Oregon State University

Shannon Flumerfelt, Oakland University

Associate Professor,Educational Leadership, Director of Lean Thinking for Schools, Oakland University



How to Cite

Calvo-Amodio, J., & Flumerfelt, S. (2016). Sense-Making between and across Stakeholder Perspectives. Proceedings of the 59th Annual Meeting of the ISSS - 2015 Berlin, Germany, 1(1). Retrieved from