The essence of the chart and the model as such:
The red line - compliance with the requirements (project) strictly according to the TOR - do everything - get zero satisfaction (what you paid for, then got).
Yellow - the execution of client wishes at the expense of the company: more doing - more spending the budget.
And finally, the green is when the manager/analyst/team starts thinking for the client, offering solutions to his problems. Here, even small improvements can VERY seriously increase customer loyalty.
Our improvement is that we (Extyl) systematically plan the resource of the teams to improve the project. Systemically = regularly, plus in the morning until the head is fresh and full of fluid.