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Operational disruption occurs when systems break down — supply chains falter, tech platforms crash, or staffing shortages undermine service. Unlike slower‑moving crises, these breakdowns are sudden and visible, exposing whether promises are backed by dependable systems and clear communication. Customers don’t expect perfection, but they do expect honesty, urgency, and a path to resolution.
This playbook provides a structured approach to diagnosing vulnerabilities during disruptions using the Pressure Test Grid. Case snapshots illustrate how brands either recovered credibility through proactive updates and compensation (Amazon, Shopify) or eroded trust through silence and delayed responses (Rogers, Southwest Airlines). Recommended actions include activating crisis messaging protocols, empowering frontline staff, and conducting post‑mortems to embed learning. Long‑term resilience comes from auditing bottlenecks, investing in redundancy, and tracking trust signals. The playbook reframes operational breakdowns as teachable moments where disciplined recovery can strengthen reputation.
Operational disruption occurs when systems break down — supply chains falter, tech platforms crash, or staffing shortages undermine service. Unlike slower‑moving crises, these breakdowns are sudden and visible, exposing whether promises are backed by dependable systems and clear communication. Customers don’t expect perfection, but they do expect honesty, urgency, and a path to resolution.
This playbook provides a structured approach to diagnosing vulnerabilities during disruptions using the Pressure Test Grid. Case snapshots illustrate how brands either recovered credibility through proactive updates and compensation (Amazon, Shopify) or eroded trust through silence and delayed responses (Rogers, Southwest Airlines). Recommended actions include activating crisis messaging protocols, empowering frontline staff, and conducting post‑mortems to embed learning. Long‑term resilience comes from auditing bottlenecks, investing in redundancy, and tracking trust signals. The playbook reframes operational breakdowns as teachable moments where disciplined recovery can strengthen reputation.