CS 5032 L3 socio-technical systems 2013


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CS 5032 L3 socio-technical systems 2013

  1. 1. Socio-technical SystemsSocio-technical systems, 2013 Slide 1
  2. 2. Systems Software engineering is not an isolated activity but is part of a broader systems engineering process. Software systems are therefore not isolated systems but are essential components of broader systems that have a human, social or organizational purpose. An embedded weather recording system is part of broader weather recording and forecasting systems These include hardware and software, forecasting processes, system users, the organizations that depend on weather forecasts, etc.Socio-technical systems, 2013 Slide 2
  3. 3. The socio-technical systems stackSocio-technical systems, 2013 Slide 3
  4. 4. Layers in the STS stack• Equipment – Hardware devices, some of which may be computers. Most devices will include an embedded system of some kind.• Operating system – Provides a set of common facilities for higher levels in the system.• Communications and data management – Middleware that provides access to remote systems and databases.• Application systems – Specific functionality to meet some organizationSocio-technicalrequirements. systems, 2013 Slide 4
  5. 5. Layers in the STS stack • Business processes – A set of processes involving people and computer systems that support the activities of the business. • Organizations – Higher level strategic business activities that affect the operation of the system. • Society – Laws, regulation and culture that affect the operation of the system.Socio-technical systems, 2013 Slide 5
  6. 6. Holistic system design • There are interactions and dependencies between the layers in a system and changes at one level ripple through the other levels – Example: Change in regulations (society) leads to changes in business processes and application software. • For dependability, a systems perspective is essential – Contain software failures within the enclosing layers of the STS stack. – Understand how faults and failures in adjacent layers may affect the software in a system.Socio-technical systems, 2013 Slide 6
  7. 7. Complex systems A system is a purposeful collection of inter-related components working together to achieve some common objective. A system may include software, mechanical, electrical and electronic hardwareThe properties and behaviour of system and be operated bycomponents are inextricably inter- people.mingled. This leads to complexity.Socio-technical systems, 2013 Slide 7
  8. 8. System categories • Technical computer-based systems – Systems that include hardware and software but where the operators and operational processes are not normally considered to be part of the system. The system is not self- aware. – Example: A word processor used to write a book. • Socio-technical systems – Systems that include technical systems but also operational processes and people who use and interact with the technical system. Socio-technical systems are governed by organisational policies and rules. – Example: A publishing system to produce a book.Socio-technical systems, 2013 Slide 8
  9. 9. Socio-technical system characteristics • Emergent properties – Properties of the system of a whole that depend on the system components and their relationships. • Non-deterministic – They do not always produce the same output when presented with the same input because the systems’s behaviour is partially dependent on human operators. • Complex relationships with organisational objectives – The extent to which the system supports organisational objectives does not just depend on the system itself.Socio-technical systems, 2013 Slide 9
  10. 10. Emergent properties Properties of the system as a whole rather than properties that can be derived from the properties of components of a system Emergent properties are a consequence of the relationships between system components They can therefore only be assessed and measured once the components have been integrated into a systemSocio-technical systems, 2013 Slide 10
  11. 11. Examples of emergent propertiesProperty DescriptionVolume The volume of a system (the total space occupied) varies depending on how the component assemblies are arranged and connected.Reliability System reliability depends on component reliability but unexpected interactions can cause new types of failures and therefore affect the reliability of the system.Security The security of the system (its ability to resist attack) is a complex property that cannot be easily measured. Attacks may be devised that were not anticipated by the system designers and so may defeat built-in safeguards.Repairability This property reflects how easy it is to fix a problem with the system once it has been discovered. It depends on being able to diagnose the problem, access the components that are faulty, and modify or replace these components.Usability This property reflects how easy it is to use the system. It depends on the technical system components, its operators, and its operating environment. Socio-technical systems, 2013 Slide 11
  12. 12. Types of emergent property • Functional properties – These appear when all the parts of a system work together to achieve some objective. For example, a bicycle has the functional property of being a transportation device once it has been assembled from its components. • Non-functional emergent properties – Examples are reliability, performance, safety, and security. These relate to the behaviour of the system in its operational environment. They are often critical for computer-based systems as failure to achieve some minimal defined level in these properties may make the system unusable.Socio-technical systems, 2013 Slide 12
  13. 13. Reliability as an emergent property Because of component inter- dependencies, faults can be propagated through the system. System failures often occur because of unforeseen inter-relationships between components. It is practically impossible to anticipate all possible component relationships. Software reliability measures maySocio-technical systems, 2013 give a false picture of the overall Slide 13 system reliability.
  14. 14. Influences on reliability • Hardware reliability – What is the probability of a hardware component failing and how long does it take to repair that component? • Software reliability – How likely is it that a software component will produce an incorrect output. Software failure is usually distinct from hardware failure in that software does not wear out. • Operator reliability – How likely is it that the operator of a system will make an error? • Failures are not independent and they propagate from one level to another.Socio-technical systems, 2013 Slide 14
  15. 15. Failure propagationSocio-technical systems, 2013 Slide 15
  16. 16. Success and failureSocio-technical systems, 2013 Slide 16
  17. 17. Non-determinism • A deterministic system is one where a given sequence of inputs will always produce the same sequence of outputs. • Software systems are deterministic; systems that include humans are non-deterministic – A socio-technical system will not always produce the same sequence of outputs from the same input sequence – Human elements • People do not always behave in the same way – System changes • System behaviour is unpredictable because of frequent changes to hardware, software and data.Socio-technical systems, 2013 Slide 17
  18. 18. Success criteria • Complex systems are developed to address ‘wicked problems’ – problems where there cannot be a complete specification. • Different stakeholders see the problem in different ways and each has a partial understanding of the issues affecting the system. • Consequently, different stakeholders have their own views about whether or not a system is ‘successful’ – Success is a judgment and cannot be objectively measured. – Success is judged using the effectiveness of the system when deployed rather than judged against the original reasons for procuement.Socio-technical systems, 2013 Slide 18
  19. 19. Conflicting views of success • A medical information system may be designed to support multiple, conflicting goals – Improve quality of care. – Provide better information and care costs and so increase revenue. • Fundamental conflict – To satisfy reporting goal, doctors and nurses had to provide additional information over and above that required for clinical purposes. – They had less time to interact with patients, so quality of care reduced. System was not a success. • However, managers had better reports – System was a success from a managerial perspective.Socio-technical systems, 2013 Slide 19
  20. 20. What is failure? • Technical view: a failure is ‘a deviation from a specification’. • An oracle can examine a specification, observe a system’s behaviour and detect failures. • Failure is an absolute - the system has either failed or it hasn’tSocio-technical systems, 2013 Slide 20
  21. 21. A hospital system • A hospital information system is designed to maintain information about available beds for incoming patients and to provide information about the number of beds to the admissions unit. • It is assumed that the hospital has a number of empty beds and this changes over time. The variable B reflects the number of empty beds known to the system. • Sometimes the system reports that the number of empty beds is the actual number available; sometimes the system reports that fewer than the actual number are available . • In circumstances where the system reports that an incorrect number of beds are available, is this a failure?Socio-technical systems, 2013 Slide 21
  22. 22. Bed management system • The percentage of system users who considered the system’s incorrect reporting of the number of available beds to be a failure was 0%. • Mostly, the number did not matter so long as it was greater than 1. What mattered was whether or not patients could be admitted to the hospital. • When the hospital was very busy (available beds = 0), then people understood that it was practically impossible for the system to be accurate. • They used other methods to find out whether or not a bed was available for an incoming patient.Socio-technical systems, 2013 Slide 22
  23. 23. Failure is a judgement• Specifications are a gross simplification of reality for complex systems.• Users don’t read and don’t care about specifications• Whether or not system behaviour should be considered to be a failure, depends on the observer’s judgement• This judgement depends on: – The observer’s expectations – The observer’s knowledge and experience – The observer’s role – The observer’s context or situation – The observer’s authoritySocio-technical systems, 2013 Slide 23
  24. 24. Failures are inevitable• Technical reasons – When systems are composed of opaque and uncontrolled components, the behaviour of these components cannot be completely understood – Failures often can be considered to be failures in data rather than failures in behaviour• Socio-technical reasons – Changing contexts of use mean that the judgement on what constitutes a failure changes as the effectiveness of the system in supporting work changes – Different stakeholders will interpret the same behaviour in different ways because of different interpretations of ‘the problem’ Socio-technical systems, 2013 Slide 24
  25. 25. Conflict inevitability • Impossible to establish a set of requirements where stakeholder conflicts are all resolved • Therefore, successful operation of a system for one set of stakeholders will inevitably mean ‘failure’ for another set of stakeholders • Groups of stakeholders in organisations are often in perennial conflict (e.g. managers and clinicians in a hospital). The support delivered by a system depends on the power held at some time by a stakeholder group.Socio-technical systems, 2013 Slide 25
  26. 26. Normal failures • ‘Failures’ are not just catastrophic events but normal, everyday system behaviour that disrupts normal work and that mean that people have to spend more time on a task than necessary • A system failure occurs when a direct or indirect user of a system has to carry out extra work, over and above that normally required to carry out some task, in response to some inappropriate or unexpected system behaviour • This extra work constitutes the cost of recovery from system failureSocio-technical systems, 2013 Slide 26
  27. 27. Key points • Socio-technical systems include computer hardware, software and people and are designed to meet some business goal. • Human and organizational factors, such as the organizational structure, have a significant effect on the operation of socio-technical systems. • Failure and success are not absolute – they are always a judgement made from outside of the systemSocio-technical systems, 2013 Slide 27