Practice case · Netherlands · client not named · run by Vivian Heijnen
On-time delivery down from 84 to 71 percent, three contracts exposed. Three remedies in one morning. The reorganisation had a sponsor and a kickoff date before anyone had established a cause.
The request as submitted
- Programme fee, eighteen months
- $1,800,000
- 400 people × 24h × $65
- $624,000
- Service credits, untouched, per month
- $160,000
Year one ≈ $2,424,000
After the diagnosis
- Diagnosis, three analyses
- 4 minutes
- Binding: information and resources
- —
- Scheduled departure and a named owner, one screen
- $210,000
- Order-desk escalation rule, 40 people
- $26,000
Year one ≈ $236,000
≈ $2.19M redirected in year one. 68 percent of late orders sat in the 19 percent of volume crossing two warehouses. Site 4 reached 91 percent on the same system and the same training, which is what ruled out knowledge and skill in four minutes.
Illustrative simulation
A packaging plant runs six percent rework, about $85,000 a month in hours, scrap and freight. Three programmes have addressed it in three years. A fourth is on the calendar.
The request as submitted
- Culture programme, 1,200 people × 6h × $65
- $468,000
- Programme fee, kickoff, town halls
- $350,000
- Rework, untouched, per month
- $85,000
Three years, all four ≈ $4,100,000
After the diagnosis
- Split the six percent by line, shift and product
- $18,000
- Binding: information, at process level
- —
- Standard work and a gauge at one changeover setting
- $64,000
- 40 operators briefed, 2h × $65
- $5,200
Year one ≈ $87,200
Nobody in three years had established what the six percent consisted of. The split was knowable and sat in the plant's own systems. No programme budget had ever included the two weeks it would have taken to look.
Illustrative simulation
Replace the client intake portal. Eighteen months, $1.9 million, approved because intake was demonstrably broken and veterans kept private cheat sheets to work around the form.
The request as submitted
- New portal, licences and implementation
- $1,900,000
- Elapsed time before anything changes
- 18 months
Committed ≈ $1,900,000
After the diagnosis
- Binding: information, at process level
- —
- Cause: fields shown do not match the order type
- —
- Conditional field logic, existing vendor, 3 weeks
- $19,000
Committed ≈ $19,000
Clean intake reached 93 percent the following quarter. The acceptance test lasted four minutes: a veteran client sat at a laptop with a live cross-border order, watched the form show only the fields that applied, and said "so I can retire the spreadsheet."
Practice case · United States · client not named
"Our new hires cannot handle the difficult conversations. Put all 240 through the three-day programme." The diagnosis confirmed a real skill gap. It sat in one role, at one moment in the process.
The request as submitted
- Three days, 240 people × 24h × $65
- $374,400
- Direct cost, 240 × $600
- $144,000
Year one ≈ $518,400
After the diagnosis
- Binding: knowledge and skill, at performer level
- —
- Same programme, 90 people in the one role
- $140,400
- Direct cost, 90 × $600
- $54,000
- Supervised practice with the team lead
- $31,000
Year one ≈ $225,400
Sometimes the answer is the programme that was requested. The diagnosis said so, named the role it belonged to and cut the population by 62 percent. This is the case L&D receives most often, and it is the case where the method earns its keep quietly.
Illustrative simulation · own-unit mode
An outpatient service, waiting times doubled since March, a communication training proposed for the whole team. No cost per patient exists, no margin, no penalty. There is a waiting list, a complaints log and a roster.
The request as submitted
- Communication training, 64 staff
- 2 days each
- Time away from patient contact
- 1,024 hours
- Average wait, untouched
- 19 days
Cost, in the only unit that exists ≈ 128 working days
After the diagnosis
- Binding: resources, at process level
- —
- Cause: two referral routes into one unscheduled slot pool
- —
- Split the pool, publish the rule
- 3 days
- Brief the two referring teams
- 4 hours
Cost, same unit ≈ 4 working days
No euro figure appears anywhere in this diagnosis, and its confidence level is unaffected. Money is not evidence of cause. The gap was measured in waiting days, the remedy was costed in working days, and the report was read by a board that manages in exactly those units.