course material

1. fixing the sales process
Consider how using feedback loops could be used to evaluate and improve Baria’s situation.
Based on you causal loop diagrams, consider what solutions Baria could implement that
might be effective.For this assignment:Using a formal systems diagramming approach,
analyze Baria’s performance and develop a robust effect-cause-effect tree diagram using
the 5-Whys tool, as you did previously in the course.Create an appropriate, causal loop
diagram that incorporates relevant and logical feedback loops to capture the fundamental
system behaviors, outcomes, and causes in the Baria Planning Solutions case study. See the
rubric for details on what this diagram should contain. The diagram itself can be hand-
drawn or drawn with software. Tables are not appropriate; it must be in the form of a
diagram. (Hint: The key is to think about a causal loop diagram (also called a CLD) that
incorporates relevant and logical feedback cycles that loop back to reinforce the cause-
effect relationships or balance them. Note the emphasis on the additional feedback loops.
The addition of feedback loops to the diagram moves the analysis beyond a simple single
causal loop to a diagram showing multiple interactions, including balancing and reinforcing
feedback, goals, and delays Examples can be found in the Senge text on p. 87 and 89, with an
explanation on p. 83 – 91)Write a summary description, including specific
recommendations, that links directly to your 5-why and CLD analyses for improving
Baria’s sales support operations and organization as a whole. (1 single spaced page)Gap
analysis can be applicable to systems in all types of organizations. For example, as you
review the case study “Starbucks: Delivering customer service,― consider the issues
related to customer satisfaction facing Starbucks. Consider how systems thinking might
provide insights. Think of changes you might make to the company’s processes that may
offer improvements.Prepare the following: 3-4 paragraphs in lengthA description of the
root causes that are creating negative outcomes at the Starbucks, based on both a “5-
Whys― and a basic systems analysis (Hint: Refer to the Weekly Briefing for more
information about a basic systems analysis.)A specific explanation, based on your systems
analysis, of how you would improve the system (for example, this could include ways to
eliminate negative feedback loops or other negative branches of the system)A description of
the lessons you learned from this case study and how those might apply to your
organization or one with which you are familiarBe sure to attach your Word document (or
other document/image) that includes your diagrams with a summary analysis, so that your
peers can review and learn from your work.ReferencesMeadows, D. H. (2008). Thinking in
systems: A primer. White River Junction, VT: Chelsea Green.Chapter 2, “A Brief Visit to

2. the Systems Zoo” (pp. 35–72)Senge, P. M. (2006). The fifth discipline: The art &
practice of the learning organization. New York, NY: Doubleday. Chapter 5, “A Shift of
Mind” (pp. 68–91)Chapter 6, “Nature’s Templates: Identifying the Patterns
That Control Events” (pp. 92–112)Appendix 2, “Systems Archetypes” (pp.
390–400)Moon, Y., & Quelch, J. (2018). Starbucks: Delivering customer service [Case
study]. HBS Case 9-504-016. Boston, MA: Harvard Business School. Retrieved from
https://hbsp.harvard.edu/tu/f8ed900bWheelwright, S. C., & Schmidt, W. (2011). Baria
Planning Solutions, Inc.: Fixing the sales process [Case study]. HBS Case 4568.Boston, MA:
Harvard Business School. Retrieved from https://hbsp.harvard.edu/tu/e0896500Week 3
Weekly Briefing (PDF)