Potential loss containment of High-value Customer!

In Europe, there was a significant customer escalation caused by a prolonged site outage. Despite multiple attempts by the support 
team to address the issue, it remained unresolved, posing a potential risk of losing out to competitors. During this period, a Systems Thinking workshop was organized for the project team members. The workshop equipped them with various methods and tools from Systems Theory to enhance their holistic problem-solving abilities.

Eventually, management decided to send a newly trained Systems Thinking person to the site. Despite being limited access to a clinical site, this person managed to gather the available information and drew a System map and a few causal loop diagrams (CLD) on packing material in the store room! These diagrams helped the team understand the underlying root causes of the issue.

As a result of this insight, the team was able to resolve the problem within two days, bringing immense relief to the business. The customer expressed their satisfaction, and the business team felt relieved to retain such a high-value client!