D459 Task 3 – Four Steps Tool (WGU) – Latest Task Update 2026
WGU's Four-Step Tool (based on "Six Steps to Thinking Systemically" by Michael
Goodman and Richard Karash)
The Iceberg Tool is a way to see how the underlying structure causes the individual events and the patterns or
trends that emerge from recurring events. Using the Iceberg Tool allows you to see the basic facts and
interconnections, an important first step.
STEP 1: Complete an Iceberg Tool for this case study.
Iceberg Tool to Understand Patterns and Structure
Questions to Ask
1. What are the key events in this case study?
The key events in this case study begin with Jamal mastering the existing analytics software, which allowed him to
become highly efficient in his role as a data analyst. When Maria, his manager, proposed upgrading to a new
software program, Jamal and other team members expressed resistance due to concerns that the transition would
hinder their productivity and performance. Meanwhile, Pat, the CEO, emphasized the need for long-term
competitiveness and client satisfaction, which required adopting the new software despite short-term challenges.
2. What patterns do you notice in the key events of this case study?
The pattern that emerges in these events highlights a recurring tension between maintaining short-term
productivity and pursuing long-term strategic goals. Employees prefer the stability and familiarity of the current
system, while leadership pushes for change to secure future advantages. This misalignment leads to resistance and
, apprehension during the transition period.
WGU's Four-Step Tool (based on "Six Steps to Thinking Systemically" by Michael
Goodman and Richard Karash)
The Iceberg Tool is a way to see how the underlying structure causes the individual events and the patterns or
trends that emerge from recurring events. Using the Iceberg Tool allows you to see the basic facts and
interconnections, an important first step.
STEP 1: Complete an Iceberg Tool for this case study.
Iceberg Tool to Understand Patterns and Structure
Questions to Ask
1. What are the key events in this case study?
The key events in this case study begin with Jamal mastering the existing analytics software, which allowed him to
become highly efficient in his role as a data analyst. When Maria, his manager, proposed upgrading to a new
software program, Jamal and other team members expressed resistance due to concerns that the transition would
hinder their productivity and performance. Meanwhile, Pat, the CEO, emphasized the need for long-term
competitiveness and client satisfaction, which required adopting the new software despite short-term challenges.
2. What patterns do you notice in the key events of this case study?
The pattern that emerges in these events highlights a recurring tension between maintaining short-term
productivity and pursuing long-term strategic goals. Employees prefer the stability and familiarity of the current
system, while leadership pushes for change to secure future advantages. This misalignment leads to resistance and
, apprehension during the transition period.
