An action research project was conducted to develop a 360-degree evaluation of an information technology organization for which existing process improvement techniques did not fit. A three-by-three matrix was developed that suited the complexity of the context yet provided a means for discussion the issues with the organization's Executive Committee.
Conger, Sue and Landry, Brett, "Problem Analysis: When Established Techniques Don't Work" (2009). CONF-IRM 2009 Proceedings. 17.