Mean time to restore reduced from days to within 4 hours by using KepnerandFourie Processes

Client Issue

IST and Data Networks were unable to identify a connectivity issue with an application server in the IIS management network. After spending 4 hours plus trying to resolve the issue, both teams were indicating that the issue didn't reside within their technology.

Approach

A KEPNERandFOURIE® CauseWise^SM analysis session was organized with all stakeholders.

Results

Stakeholders were interested to use KEPNERandFOURIE® process and as the stakeholders provided all the information, I had immediate buy in regarding the action points.

We were able to identify several additional possible causes and tested each of these causes. The problem was resolved using the first tested and verified action item that came out of the CauseWise^SM Analysis.

I was able to avoid discussions regarding "The problem doesn't reside in my technology area" as the KEPNERandFOURIE® process doesn't allow stakeholders to enter into these conversations. Great outcome!"