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This paper aims to explore the complexity that characterises sugarcane production and supply systems by applying soft systems methodology (SSM) and the viable system model (VSM) based on an interpretive systemic approach. It seeks to understand the extent to which these methodologies may assist in exploring such a complexity.

SSM and VSM were combined with qualitative research methods to explore two sugarcane production and supply systems’ potential improvement possibilities.

Trust, transparency and communication shortcomings, poor miller–grower relationships, deficient systemic commitment, insular view, milling inefficiencies, sugarcane quality, quantity and consistency shortcomings, the industry setup and the lack of a common driver are core issues. SSM and VSM facilitated a thorough understanding, yet could not address detected deficiencies.

The research was restricted to two milling areas, and only SSM and VSM were applied.

Presented findings can be used as a basis to facilitate improvement in sugarcane production and supply systems and to advocate the continuity of holistic considerations.

Neither SSM nor VSM have been applied in the sugar industry context. The sugarcane production and supply systems have been holistically investigated, and soft issues have been considered.

Although many cases where viable system model (VSM) was successfully applied exist, hardly any literature advises the novice VSM user regarding the accomplishment of a VSM diagnosis. The purpose of this paper is to show practitioners and researchers how to conduct a VSM diagnosis. The paper further seeks to encourage others to apply VSM and to share their experience with using VSM.

The paper provides detailed guidelines on how to conduct a VSM diagnosis in conjunction with qualitative research methods. It outlines the data collection, analysis and presentation of results.

VSM is an outstanding diagnostic tool. Qualitative research methods provide access to the essential information for the VSM diagnosis and should be used in iteration with VSM. They can enhance the VSM diagnosis by focusing on the soft aspects in the investigated system. The VSM language needs to be adapted to the specific context in which VSM is used and VSM can be applied in a participatory manner. Further research needs to explore possibilities to strengthen the handling of detected shortcomings that were revealed during the VSM diagnosis.

This paper is based on one experience with the VSM application and other VSM users might provide different insights.

There is little practical advice in existing literature regarding the accomplishment of a VSM diagnosis. This paper addresses that gap. In addition, VSM has not been applied to a sugarcane production and supply system before.

The purpose of this paper is to introduce the viable system model (VSM) as a valuable tool to the food industry. A sugarcane supply chain was used to evaluate VSM's applicability to the food industry by exploring how VSM can help to understand its complexity.

VSM and qualitative research methods were combined in an interactive manner to produce a VSM diagnosis.

The VSM diagnosis highlighted that while continuity of the system is not at risk, many improvement opportunities exist. For example, the local mill management lacks autonomy, essential operational measurement cannot be realised, coordination is deficient and a vision or identity for the mill area and a joint effort to engage in strategic considerations is missing. Miller-grower fragmentation surfaced as one cause of these shortcomings.

Although VSM revealed shortcomings, it was unable to facilitate interventions for improvement. VSM's capacity in dealing with shortcomings should be strengthened and the merit of VSM in other food-related supply systems should be investigated.

Millers and growers need to become genuine partners and work jointly on the issues that challenge the system to realise the full potential that is embedded in the system.

VSM has not been applied in the sugar industry context and the amount of researches that explore sugarcane supply chains holistically is limited.