WGU D372 Task 3 Passed on First Attempt |Latest Update with
Complete Solution
WGU's Four-Step Tool (based on "Six Steps to Thinking Systemically" by Michael Goodman and Richard Karash)
STEP 1: Complete an Iceberg Tool for this case study.
The Iceberg Tool is a way to see how the structure (that is, the background of the case) ties together the individual
events and the patterns and trends that emerge from recurring events. Using the Iceberg Tool allows you to see the
basic facts and interconnections, an important first step.
Iceberg Tool to Understand Patterns and Structure
Questions to Ask
1. What are the key events in this case study?
• Jamal’s concern about the learning curve and productivity loss by switching software.
• Maria’s understanding of the team’s concerns but also the need for advancement.
• Pat’s insistence on using the best tools to stay competitive.
2. What patterns do you notice in the key events of this case study?
• The team’s fear of the unknown and resistance to change.
• The immediate vs. long-term goals conflict.
• The necessity to maintain current client satisfaction while preparing for future demands.
, 3. What structure(s) explain the patterns of events in this case study?
• The belief in the importance of current efficiency and expertise.
• A commitment to excellence and stay ahead of competitors.
• The value placed on adaptability and innovation.
• Recognizing the need for continuous employee development to handle new technologies.
STEP 2: Draw “Behavior Over Time” Diagrams. (Use as many blank BOT graphs as necessary, given the case study)
Learning new software
Behavior
Time
Initially Jamal’s productivity would be low as he adapts to the new software. Over time the line gradually
increases as his proficiency with the new software improves.
Resistance to Change
Behavior
Time
Initially, Jamal and his coworkers expressed unwillingness to change as shown in the graph. As time passed, their
resistance to change decreased as they saw that the new software is better for productivity due to the cutting-edge
features and capabilities.
Complete Solution
WGU's Four-Step Tool (based on "Six Steps to Thinking Systemically" by Michael Goodman and Richard Karash)
STEP 1: Complete an Iceberg Tool for this case study.
The Iceberg Tool is a way to see how the structure (that is, the background of the case) ties together the individual
events and the patterns and trends that emerge from recurring events. Using the Iceberg Tool allows you to see the
basic facts and interconnections, an important first step.
Iceberg Tool to Understand Patterns and Structure
Questions to Ask
1. What are the key events in this case study?
• Jamal’s concern about the learning curve and productivity loss by switching software.
• Maria’s understanding of the team’s concerns but also the need for advancement.
• Pat’s insistence on using the best tools to stay competitive.
2. What patterns do you notice in the key events of this case study?
• The team’s fear of the unknown and resistance to change.
• The immediate vs. long-term goals conflict.
• The necessity to maintain current client satisfaction while preparing for future demands.
, 3. What structure(s) explain the patterns of events in this case study?
• The belief in the importance of current efficiency and expertise.
• A commitment to excellence and stay ahead of competitors.
• The value placed on adaptability and innovation.
• Recognizing the need for continuous employee development to handle new technologies.
STEP 2: Draw “Behavior Over Time” Diagrams. (Use as many blank BOT graphs as necessary, given the case study)
Learning new software
Behavior
Time
Initially Jamal’s productivity would be low as he adapts to the new software. Over time the line gradually
increases as his proficiency with the new software improves.
Resistance to Change
Behavior
Time
Initially, Jamal and his coworkers expressed unwillingness to change as shown in the graph. As time passed, their
resistance to change decreased as they saw that the new software is better for productivity due to the cutting-edge
features and capabilities.
