The organization's leaders could not figure out what had happened. Nothing seemed to have changed but they had an increase in complaints, both externally and internally, and business was down.
They checked and re-checked systems and found nothing and then late one night a manager said, "Well, it does seem like things started to get weird after Andy left."
Andy was a key manager with an extraordinary talent for problem-prevention as well as problem-solving.
The people in the room paused and then one said, "No. It couldn't be that."
The search for a cause continued.