The main components of systems theory that readers might remember are “inputs,” “processes,” and “outputs.”  The part that tends to get neglected is “feedback mechanisms.”  These mechanisms tell the system the extent to which operations fit the environment.  If there is lack of fitness, there is stress.  One adaptive impulse is to make processes more complex and intelligent - i.e. sometimes described as the fight response.  Another impulse is to give up and run away - i.e. the flight…

In my most recent blog, I discussed the idea of aligning the supply of services to market demand.  My conceptualization of “alignment” specifically relates to time intervals: i.e. having people at the right place and at the right time - for example, to take advantage of opportunities - is a sign of alignment.  Alignment for me is often about the relationship between capacity and incapacity:  the ability to supply services versus the inability to satisfy the market demand…

In the “Ecology of Metrics,” I wrote about “alignment” being a type of metric; alignment can measure the extent to which an organization’s supply or capacity is matched against the demands or needs of the market.  For instance, in a call centre, it would be highly desirable to have agents available to respond to calls at “precisely” the same time that clients are making calls.  If alignment is off even by only 15 to 30 seconds, impatient clients might hang up and never call again.  Similarly…