Empowering staff to resolve incidents and other issues at source will reduce and even stop unnecessary escalation of decisions and problem issues.
Proper investigation of system, upgrade and modification weak spots before implementation will ensure a successful upgrade at first attempt.
ELIMINATE POOR DECISION MAKING
Effective stakeholder analysis and involvement will ensure quality and comprehensive data assessment, which in turn will foster better buy-in for implementations
REDUCE RECURRING INCIDENTS
Using tools to enable staff to find the accurate technical and root causes on an incident will ensure that they are solved quickly, accurately and permanently
VOID SECURITY BREACHES
Embed and socialize specific assessment techniques (Cyber Security HeatMap) and coach in-house experts to facilitate effective solutions.
MANAGE TEST FAILURES
Evaluating design and development work in such a way to effectively identify weaknesses and enable staff to fix quickly and accurately.
REDUCE INVESTIGATION CYCLE TIMES
Embed into existing processes the use of highly effective interrogative questioning techniques and templates to get to the bottom of an incident quicker, more accurately and solve possible recurrence permanently.
IMPROVE QUALITY OF INFORMATION
Eliminating “trial and error” and “Band-Aid” fixes through the use of quality information brought about by robust process and collaborating with the right information sources
“Our Recovery Team acquired the specially enhanced skills of how to get the most accurate Incident Statement through the use of their 'object' & 'fault' procedure. We embedded this into our regular questioning and this small step on its own reduced the MTR on incidents by at least 40%-60%.”
Major Incident Manager | Unisys
With you, we design the best way to impart our proprietary skills to your staff. This would be for basic up to highly expert skill levels empowering them to do incident & problem investigations and find solutions to seemingly unsolvable situations.
We work alongside your subject matter experts to collectively arrive at a mutually agreed answer and implementation plan that would resolve any issue or challenge. We bring the process expertise and you bring the content knowledge.
No initiative of this nature or implementation plan yields payback unless it is used by the teams to guide their investigations & decisions. We work with your teams to guide how best to use our tools, so it becomes second nature.
by Chuck Kepner, Mat-thys Fourie, & Andrew Sauter
Offered in-house for you and your team.