THE OPEN SOLUTION METHODOLOGY APPROACH TO PROBLEM SOLVING

The Open Solution Methodology is a generic problem solving methodology which is used to solve system related problems through the application of problem solving techniques. The focus of the application of this methodology is aimed at modelling organisations, or areas within organisations. The application ofthe Open Solution Methodology provides the benefit of having the ability to comprehend and integrate all aspects of the system, while having a formal and structured approach for problem solving. Together with the reduction in system analysis time, problem solving techniques such as simulation modelling are focused through the Open Solution Methodology models to enhance the quality Ofsolutions. OPSOMMING Die "Open Solution Methodology" is 'n generiese probleemoplossingsmetodologie wat gebruik word om stelselverwante probleme op te los deur die toepassing van problemoplossingstegnieke. Die fokus van hierdie metodologie toepassing is gernik op die modellering van organisasies, of gedeeltes van organisasies. Die "Open Solution Methodology" toepassing verskaf die voordeel om aile aspekte van die stelsel te verstaan en te integreer, terwyl daarvan 'n formele en gestruktureerde benadering tot probleemoplossing gebruik gemaak word. Tesame met die gepaardgaande verkorting van stelselanalisetyd, word die "Open Solution Methodology" modelle gebruik om die toepassing van probleemoplossingstegnieke te fokus omsodoende kwaliteit van die oplossings te verhoog. http://sajie.journals.ac.za http://sajie.journals.ac.za


INTRODUCTION
This research originates from the requirement to model organisations or areas within organisations as systems .In the modelling process models are built which"incorporates the system's components and relationships in their natural states.Through the understanding gained, system related problems are resolved by the application of appropriate problem solving techniques.A generic problem solving methodology which formalizes this approach is presented as the Open Solution Methodology.
The Open Solution Methodology is based on a number of characteristics, concepts, guidelines, phases and models taken from existing methodologies such as the Soft Systems Methodology, IDEF and Information Engineering.The result is a methodology which provides the ability to model "the components of a system, integrate these models with solution techniques, develop solutions, and implement the selected solutions .This approach differs from current problem solving methodologies which employ predefined solution techniques based on predefined relationships to resolve problems.

THE APPROACH TO PROBLEM SOLVING
People play the role of managers in their private and corporate environments -always busy trying to improve situations which are seen as problematical, or less than perfect.Thus to manage everyday life is to try and cope with a flux of interacting events and ideas as they evolve through time -changing yesterday's small hitches into today 's big headaches.For the organisation and its employees survival in a complex business environment depends on how well these problems are understood and how well they are reacted to .The history ofproblem solving visible through lectures, conference papers and articles, show that a feasible method for finding solutions to problems is to build models of real-world situations.These real-world models, whether they are simple equations or complex dynamic simulation models, enable the analyst to observe and understand the basic concepts ofthe problem he is trying to solve [2].
The use ofmodels to understand and solve problems is similar to the way in which the human brain digests complex problems.According to Harry [4], a mental model built by the human brain consists ofcarefully selected information while unnecessary features, not needed for our understanding, are blocked from the model itself.Thus, the use of models is of crucial importance in our understanding because it presents abstract views of how complex realworld situations function [7].
A problem-solving approach is the manner in which an analyst solves problems .This entails observing the problem environment, building models from these observations, designing http://sajie.journals.ac.za solutions from the models, and implementingthese solutions to solve the problem .Whether this problem-solving approach is applied in a formal or ad hoc manner, it forms a problemsolving methodology which consists of various qualitative and quantitative methods and techniques for problem solving.

DEFINITION OF A METHODOLOGY
Before the Open Solution Methodology is discussed, the terms methodology and method are defined .The term methodology refers toa collection of methods and techniques, whose use is governed by a process superimposed on the whole [3].The methods and techniques contained within such a methodology are the operational procedures which describe how specific methodology functions need to be completed .
A method is based on the interaction of three processes , the "Definition" process, the "Discipline" process and the "Use " process.The operational interaction of these three processes orients them as a formally organised, single-purpose discipline contained within the method [6].The basic intuitions and motivations behind the method are specified by the "Defi nition " process and include the method 's concepts and operations.The "Discipline" process contains the language used to describe these concepts and operations together with the manner in which the method is applied.The Use activity focuses on the context-specific application of the method [4].
Methods incorporated into a methodology via the "Definition " process, the "Discipline " process and the "Use" process , provide the practitioner of a methodology with a reliable process ofachieving consistently good results.This does not imply that the methodology itself provides the answers, but rather that the success lies in the ability ofthe analyst to understand and use the different methods and techniques involved.

COMPONENTS OF A PROBLEM-SOLVING METHODOLOGY
The study of a number of problem solving methodologies such as Information Engineering, Soft SystemsMethodology, Structured analysis,Process-based modelling, Object Orientation, and Integrated Definition Language shows that the components ofa generic problem-solving methodology can be classified as problem-solving characteristics, modelling guidelines, methods, models, and problem solving phases. http://sajie.journals.ac.za

Problem-solving Characteristics
Problem-solving characteristics are those characteristics which need to be present in a problem-solving methodology in order to model and solve problems .They are : i) The problem goal which explains the reason of addressing the specific problem.ii) The view which defines a particular view ofthe problem on which all relevant parties agree upon. iii) The boundary which defines the boundary between the problem under study and its interaction with the external environment.iv) Components which define the main problem components and subproblem components of the problem.v) Hierarchy which displays the relations between the problem's subproblems and problem components.vi) Control activities which describe the form of control over the components of the problem.vii) Communication activities which describe the communication between the components ofthe problem, as well as the communication between the problem and its external environment.

Modelling Guidelines
Modelling guidelines are guidelines based on common problem-solving characteristics which form the foundation for modelling problem environments [10].A generic problem-solving methodology references the following modelling guidelines in order to solve problems successfully, namely: i) Modelling relies on a team approach.ii) Functional expertise is incJudedin the team.iii) A complex problem is modelled with a number of modelling concepts.iv) A problem consists of activities which transform input into output.v) An activity is subject to control.vi) A problem environment contains objects .vi) Objects have relationships with other objects in the problem environment.vii) Activities form a process .viii) Processes are decomposed to lower level processes.ix) Activities and processes involve objects.x) The modelling language uses verbs, nouns and pictures.

Methods
As was discussed in paragraph 3, methods provide the _operational procedures for the problem-solving methodology with the aim ofproducing models ofthe problem environment.Methods are in general methodology specific; methods for the Open Solution Methodology are discussed in paragraph 5.3.

Models
"What r Models provide the means to model a problem through concepts such processes, input, output, controls, and enablers.In essence, all of these are included in one of three models, the activity model, object model, and process model.Although each of these models focuses on different aspects -of the problem, they form one integrated view of the problem by extracting the "what?", "how?", and ''who?''from the problem environment (Figure 1).The Activity Model The aim of the activity model is to capture and model the transformation processes (the ''what?'') of the problem environment.The modelling of this "what?" is based on transformation processes which convert input into output.These transformation processes are enabled by enablers, while taking place under a set of controls.

The Object Model
The Object Model represents the "who?" in the problem environment.In order to model the "who?" the Object Model uses objects, object relationships, and object attributes.

The Process Model
The Process model defines "how?" the "what?" is achieved.This is done by describing the tasks needed to complete the activity through sequence, logic and objects. http://sajie.journals.ac.za

Problem-Solving Phases
Problem-solving phases are distinct phases which are completed in order to model the problem, with each phase consisting of a number of methods and models.Generally, problem-solving methodologies have three distinct problem-solving phases, namely an analysis phase , design phase, and implementation phase (Figure 2).

Problem Solving Approach
Figure 2 Problem-solving Phases

THE OPEN SOLUTION METHODOLOGY
The Open Solution Methodology is explained through its problem-solving phases, models, and methods.

The Open Solution Methodology Phases
The Open Solution Methodology consists of three problem-solving phases, the Analysis Phase, the Design Phase, and the Implementation Phase.

The Open Solution Methodology Models
The Open Solution Methodology uses three models to model problem environments, namely the activity model, process model, and object model.Figure 3, Figure 4 and Figure 5 displays the Open Solution Methodology models with their modelling elements and modelling relationships (Figure 5's UOB-"Unit of behaviour" refer to the process description of an activity).

5.3
The Open Solution Methodology Framework The framework for the Open Solution Methodology (phases and models) provides the structure for solving problems, but sti1llacks problem-solving methods.

The Open Solution Methodology Methods
Methods for the Open Solution Methodology are defined according to the Definition Phase, Identification Phase, Specification Phase, and Integration Phase.
The Definition Identify and define relationships between objects.c) Identify and define attributes (characteristics)for every object.

Process Model a)
Identify the activity to decomposeinto a process.b) Set the goal of the process equal to the "what?" of the activity model.c) Identify and define the steps or tasks, necessaryto obtain the process's goal.d) Structure the tasks in such a manner that they represent logic and sequence within the process model.e) Attach objects to tasks.

f)
Define facts and constraints for the process tasks.
Discover the "who?" Object Model within the problem environment.
Discover the "how?" of ProcessModel the problem.Obtain a preliminary understanding ofthe problem structure .

The Specification Phase
The Specification Phase aim is to identify and refine the activity detail of the problem.The Decomposition Diagram method is used to: i) Decompose the parent activity into child activities.ii) Gather insight into the resources needed by the activity to complete its transformation process .iii) Gather insight into the products and services produced by the activity.iv) Identify the measures by which an activity's transformation process is controlled.v) Identify resources that enable the activity's transformation process.

The Integration Phase
The Integration Phase aim is to identify "how?" the "what?" is done, and "who?" does the"what?".The View Diagram and Scenario Diagram methods are used to : i) Identify the "who?" of the problem through: a) Identifying objects which represent the problem environment instances which the analyst needs to keep information about.b) Defining relationships between objects.c) Identifying relevant characteristics about the object.
ii) Identify "how?" the "what?" is accomplished through: a) Defining the process goal in order to achieve the "what?".b) Identifyingthe necessary tasks to be performed in order to achieve the process goal.c) Arranging tasks in order to represent process sequence and logic.d) Assigning process roles to objects.e) Defining the constraints which govern the execution of process tasks.http://sajie.journals.ac.za

) THE OPEN SOLUTION METHODOLOGY AND BUSINESS TECHNIQUES
One of the Open Solution Methodology's goals is to be able to generate solutions for analysed problems in the Design Phase.This phase is seen as that part of the Open Solution Methodology where the "openness" and "connectivity" of the Open Solution Methodology are used to integrate business techniques with the Open Solution Methodology models in order to produce solutions (Figure 6).Some of these business techniques include simulation modelling, organisation design, data modelling,business process reengineering, activity-based costing and Total Quality improvement.

APPLICATION EXAMPLE
In order to demonstrate the application of the Open Solution Methodology an example is discussed which covers the improvement of a business process which deals with the processing of claims at a short term insurer's head office.The claim process consists of three sub-activities, namely the application process, evaluation process, and the approval process.
Claims are submitted at branch level, from whereon it is send to head office.The claim officer receives the claim application, evaluates the claim application, approves the claim application upon which the administration department is instructed Figure 6 Integrating the Open Solution Methodology to pay the claim.
with Business Techniques The Open Solution Methodology phases are used to illustrate the example.

The Open Solution Methodology Analysis Phase i) Definition Phase
The Definition Phase of the Open Solution Methodology produces the following deliverables: http://sajie.journals.ac.za a)

Purpose Definition
The purpose of this model is to explain the process of completing claims.

b) World-View Definition
The viewpoint of the model is from the perspective ofthe claim officer.

c) Context Definition
The model is built in the context of the claims department.iii)

d) Context Diagram Activity
The Specification Phase Based on the Identification Phase results, the Context Activity, Node Diagram, Activity Definitions, and Concept Definitions are used to define child activities from parent activities until a sufficientlevel of detail is reached.Figure 7 displays the Context Activity which describes the claim application on a high level.
Figure 7 The Context Activity iv) The Integration Phase Whereas the Specification Phase produces activity models, the Integration Phase produces object models and process models of the claim application process. a) The Object Model The Object Model models the "who" involved in the in the claim application process (Figure 8).
http://sajie.journals.ac.zaThe Process Model The process model (Figure 9) depicts the a process flow for the activity, "Compile Claim Application".This process flow is based on the following process description: "The Claim Application Report is received, whereafter the existence ofthe client is checked.This action can have the consequence ofeither registering the client as a new client, or retrieving the client's existing information from the computer database.Whenever this information is completed, a copy of the client information is produced".
Figure 9 The Process Model The Design Phase and Implementation Phase depends on the application of business techniques to improve the current process description of the claim application process. http://sajie.journals.ac.za

The Open Solution Methodology Design Phase
Simulation modelling is a powerful business technique which enhances the formulation of solutions to problems.For the purpose of demonstrating the integration between Simulation Modelling and the Open Solution Methodology, a simulation model is developed to study the process "Compile Claim Applications" (Figure 9).Improve the reliability of the current computer irifrastructure.v) Combine alternative iii) and alternative iv).
Simulation results indicated that alternative v) provides the best solution whereby this solution will result in the processing of 150 claim applicationsper week and the utilisation of the claim officer and computer infrastructure rising to 90 per cent and 96 per cent respectively.

The Open Solution Methodology Implementation Phase
The development of training procedures demonstrates the implementation support that the Open Solution Methodology provides during the Implementation Phase.In this phase, the analyst and solution developers are concerned with the implementation of solutions , with the effect that training procedures need to be developed to train users to use these solutions .The following example illustrates an extract of a training procedure for the process "Comp ile Claim Application" (

Comment:
Based upon a 50% probability, entities will be routed between the "Get New Client History" DOB and the "Retrieve Client History" DOB.

IMPLEMENTATION GUIDELINES
The successful implementation ofthe Open Solution Methodology depends on the manner in which the methodology is applied to a given problem environment.The main consideration for the Open Solution Methodology implementation is the level ofmodeIling detail required to solve a problem.This means that the Open Solution Methodology takes an open approach towards problem solving -applying the appropriate Open Solution Methodology models at the appropriate level of detail . http://sajie.journals.ac.za The tailoring ofthe methodology addresses the appropriate level of detail which depends on the experience ofthe analyst to solve the problem.This means that depending on the problem, any combination ofthe three questions, "what?", "how?", and "who?" is used to determine which models are to be used to model the problem, and at which appropriate level ofdetail they should be implemented.The following guidelines are presented in order to determine which models should be used: i) Ifthe analyst needs to know "what?" is going on in the problem environment, the activity model is used.ii) If the analyst needs to know "how?" something needs to be done, the process model is used.iii) Ifthe analyst needs to know "who?" should be doing the "how?", the object model is used.

CONCLUSION
Problems can be analysed and solved through the use ofmodels.According to Arbor [1], the successful formulation and application of models rely on three elements, namely system knowledge, engineeringjudgement, and model-building tools.The Open Solution Methodology aims to capture system knowledge through the use of Open Solution Methodology models as model-building tools, while allowing the practitioner to apply engineeringjudgement in order to solve the problem.Based on this, the following benefits are gained by the application of the Open Solution Methodology: i) Provides a formal and structured approach within which to solve problems.ii) Provides the ability to comprehend and integrate all aspects of the problem environment, iii) Provides the ability to incorporate team knowledge.iv) Reduces the time required to analyse problems.v) Provides a framework for the application of business techniques.vi) Enhances the quality of solutions.
This article presents a generic problem-solving methodology which can be used to solve any type ofbusiness problem.By using the problem-solving approach, phases, models and methods of the Open Solution Methodology it is proved that a generic problem-solving methodology is feasible and practical for solving business problems.

Figure 1
Figure 1 Problem-solving Models

FigureFigure 5
Figure 3 The Activity Model

Figure 8
Figure 8 The Object Model b)The Process Model The Analysis Phase divides into four sub-phases, being the Definition Phase, Identification Phase, Specification Phase, and the Integration Phase .The Definition Phase provides the analyst with insight into the definition ofthe problem 's goals in order to answer "Why are we studying the problem and what questions do we hope to answer?"[8,9].This places the emphasis on problem definition as the crucial component in the overall methodology as it directly affects the credibility and acceptability of model results .The Identification Phase is the phase in which the analyst and the team build a problem definition by means of conceptual modelling.This entails the identification of the features of the problem which are sufficient to serve the objectives of the study.Included in the features are the problem components, significant problem activities and the problem hierarchy.The Specification Phase entails the http://sajie.journals.ac.za development of an activity model to represent the problem's input, output, enablers and controls.The Integration Phase uses the Specification Phases' activity models to formulate the object model and the process model.The Design and Implementation Phases depend on the models developed during the Analysis Phase.In the Design Phase, the activity model, process model and object model are used to develop solutions for the problem environment, while solutions from these models are implemented during the Implementation Phase.

Table 1 and
Table 2 displays the relationships between the Open Solution Methodology's problem-solving phases and models.
•Phase The Definition Phase aim is to identify the reason and scope for the problem-solving exercise by extracting the "what?" from the problem environment.The Purpose Definition, World View Definition, Context Definition and Context Diagram are methods executed to: http://sajie.journals.ac.za Table 3 illustrates the problem hierarchy as defined through the Node Diagram.
c)Definition ofthe Problem Hierarchy http://sajie.journals.ac.za ( Table4displays an extract from the identified simulation objects and simulation types needed for the formulation of the simulation model specification sheet (Table5)..
Table 6).The development of such a training procedure is based upon the Open Solution Methodology's Process Model, as the Process Model contains useful information about processes, procedures and task descriptions .http://sajie.journals.ac.za