Solving the Problem of Reducing the Audiences’ Favor Towards an Educational Institution by Using a Combination of Hard and Soft Operations Research Approaches

Abstract

Because of hyper complexity, difficulty to define, multiple stakeholders with conflicting perspectives, and lack of clear-cut solutions, wicked problems necessitate innovative and adaptive strategies. Operations Research has been a valuable tool for managers to make informed decisions for years. However, as we face increasingly complex and messy problems, it has become apparent that relying solely on either hard or soft OR approaches is no longer sufficient. We need to explore more innovative methodologies to address these wicked problems effectively. This study has bridged the research gap by proposing a structured process encompassing a subdivision-based problem structuring method for defining the wicked problem, a multi-attribute decision-making (MADM) for prioritizing sub-problems, and a hard OR technique, data envelopment analysis (DEA) for tackling one of the most critical sub-divisions. The proposed methodology, implemented in a case study, focuses on a higher education institution experiencing a decline in student admissions and involves five steps. First, a diverse group of stakeholders is formed to ensure comprehensive consideration of perspectives. Second, the wicked problem is defined, considering long-term consequences, multiple stakeholders, and qualitative stakeholder opinions. Third, a hierarchical structure is created to break down the wicked problem into manageable sub-problems. Fourth, a multi-criteria decision-making (MCDM) method prioritizes sub-problems. Finally, the sub-problems are addressed one by one using a combination of soft and hard OR tools. The findings highlight the benefits of integrating hard and soft OR approaches. The article concludes with reflections on the implications of using a combined OR approach to tackle wicked problems in higher education and beyond.