University Name: MGT603 Systems Thinking Reflective Proposal (Part A)

This assignment is a reflective proposal on systems thinking, focusing on its application to improve business operations, particularly within the context of a bank facing customer loyalty issues. The proposal explores the use of systems thinking tools, such as Rich Picture and CATWOE, to analyze the current situation, identify problems, and propose solutions. The student emphasizes the importance of understanding customer needs, streamlining operations, and integrating technologies like Enterprise Resource Planning (ERP) to enhance financial transactions and improve customer satisfaction. The proposal also highlights the significance of knowledge management and lean management principles in addressing the challenges faced by the bank. The application of design thinking tools like Rich Picture and CATWOE are suggested to simplify financial processes, improve customer relationships, and retain prospective customers through incentives and feedback mechanisms. The student provides a comprehensive overview of the system thinking approach and suggests improvements for organizational management.

Running head: MANAGEMENT
Reflective proposal on systems thinking (PART A)
Name of the student:
Name of the university:
Author note:

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Introduction
In the present era of competition, losing customers is a striking issues for the
companies and organizations. This is in terms of securing the market position. The
contemporary brands adopt strategies, which relate directly to the specific needs, demands
and requirements of the customers. Affirming to the arguments of Liu, Forrest and Yang,
(2015), I think the thought process towards developing these strategies is important in terms
of gaining loyalty, trust and dependence from the clients and the customers. Therefore, in this
proposal, my aim would be to highlight the impact, which system thinking can create on the
operations of the companies and organizations. Within this, I would include the tools like
Rich Picture and CATWOE.
Insight into the issue
It gives me pains to highlight the difficulties, which XYZ bank is facing in terms of
customer loyalty. As a matter of specification, the customers purchase the credit cards, loans,
insurance and investments from the contemporary brands. As a result of this, the depository
account value for XYZ bank is quite low. Within this, considering the viewpoint of Williams
et al., (2017), I can point out the technological firms, which aims to enhance the expenses
behind new purchases. Streamline operations are to be upgraded for digitalizing the financial
operations. This is a wise step towards achieving customer satisfaction.
System thinking literature
I also feel that system thinking approach is apt for the banks for upgrading the
standards and quality of the financial transactions. Affirming to the arguments of Offor and
Cleveland, (2018), I think Enterprise Resource Planning (ERP) is necessary in terms of
enhancing the awareness of the employees regarding the effective and judicious utilization of
the complex internal subsystems. On the other hand, I affirm with the viewpoints of Tani,

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Papaluca and Sasso, (2018), which establishes crucial linkages between system thinking
approach and innovation. Here, I can point the issue of lack of understanding towards the
mechanisms related to knowledge management. Absence of lean management aggravates the
complexities for the customers in terms of availing the services, which have been newly
launched.
Design thinking tools
After undergoing thorough research of design thinking, I have selected Rich Picture
and CATWOE as an effective option, which can alter the situation for XYZ bank. I feel that
Rich Picture would be beneficial for XYZ bank in terms of simplifying the process of
financial transactions through advanced technologies. I would recommend this approach, as it
would develop intuitive knowledge of the employees regarding transformation of the
thoughts into action. This systematic approach would reduce the concerns and worries of the
clients and the customers regarding the services and their utility value.
Fig: CATWOE design thinking tool
Problem
solving tool Customers Actors
Transformativ
e process
World viewOwner
Environmental
constraints

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(Source: )
Apart from this, I would also recommend the tool of CATWOE, which would assist
XYZ bank to improve the stability in the relationship with the clients and the customers in an
ambience of constraints. I feel that if the tool is rationally applied, then it would be helpful
for the bank to achieve better understanding of the ways and means of retaining the
prospective customers. According to me, the main element in this tool is that of
transformation, which can be achieved through the application of flowcharts, stakeholders’
need analysis and others. Here, I can point out that if incentives are introduced, then the
managers need to collect feedbacks from the employees for mapping the utility value that
they are getting.

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References
Liu, S., Forrest, J., & Yang, Y. (2015). Grey system: thinking, methods, and models with
applications. Contemporary Issues in Systems Science and Engineering, 153-224.
Offor, P., & Cleveland, S. (2018). Ontological Analysis of An ERP Implementation Success
and Education: A Critical System Thinking Approach. International Journal of Smart
Education and Urban Society (IJSEUS), 9(3), 52-67.
Tani, M., Papaluca, O., & Sasso, P. (2018). The System Thinking Perspective in the Open-
Innovation Research: A Systematic Review. Journal of Open Innovation: Technology,
Market, and Complexity, 4(3), 38. doi:10.3390/joitmc4030038
Williams, A., Kennedy, S., Philipp, F., & Whiteman, G. (2017). Systems thinking: A review
of sustainability management research. Journal of Cleaner Production, 148, 866-881.