Soft Systems Thinking and Aspect-Based Sentiment Analysis to support performance management and better-informed decision-making

• Ano de defesa: 2023
• Autor(a) principal: Feitosa, Ingrid Saiala Cavalcante de Souza
• Tipo de documento: Tese
• Tipo de acesso: Acesso aberto
• Idioma: eng
• Instituição de defesa: Biblioteca Digitais de Teses e Dissertações da USP
• Palavras-chave em Português: Aspect-Based Sentiment Analysis; Soft Systems Methodology; circular economy; economia circular; gestão de desempenho; métodos de estruturação de problemas; performance management; problem structuring methods
• Link de acesso: https://www.teses.usp.br/teses/disponiveis/18/18156/tde-19012024-150115/

 In order to effectively manage an organization, it is essential to incorporate stakeholders\' perspectives and multiple, sometimes conflicting, objectives into decision-making processes, while handling environments that commonly include unstructured and ill-defined situations. This complex scenario hampers the identification of problem sources and the determination of necessary improvements. This doctoral research provides a structured approach for analysis in these complex scenarios to identify improvement opportunities and provide valuable insights for decision-making. This is achieved through a proposed framework that integrates Soft Systems Methodology (SSM) and customers\' perceptions obtained through the implementation of Aspect-Based Sentiment Analysis (ABSA). Specialists attended a workshop to design a conceptual model using SSM, after which customer-generated data was extracted from social media for the ABSA implementation. Then, the implementation was presented in an illustrative case focused on organisations whose business models implement circular economy practices towards sustainability. The results demonstrated the framework potential of being applied in this innovative context, effectively organising relevant information for performance management and identifying improvement opportunities. Besides, this multimethodological approach broadens the scope of SSM usage by supporting recurrent management activities. Also, given the generic design of the framework, it may be applied in different contexts. The conceptual model might be employed for similar analysis within organisations that identify their process, objectives, and value proposition as similar to the ones modelled. Further developments should incorporate these structures in studies involving data from other organisations to further analyse their benefits as well as identify how they can be improved.