Do you know what the right questions to ask are to only get the relevant data to solve an incident and find root cause?This is one of the BIGGEST challenges for individuals, teams and companies globally. In fact this is one of the main reasons we are in business, along with, of course, knowing the correct fault! (For information on the correct fault, see previous blog.)
What often happens in incident investigations is many questions are asked and many answers are given. The biggest issue with this is 80% of the information received is irrelevant! Unless you have a structured approach with a common language that only asks specific questions that uncovers the relevant 20%, using the WHAT, WHO, WHERE, WHEN, PATTERN & PHASE dimensions, then you are probably being paralysed by irrelevant data.
The normal approach to investigating incidents is trying to wade through the volume of data to find this relevant data, assuming you know what to look for. If we can't find it we ask more questions! So what happens? We end up gathering more data which leads to 'analysis paralysis' and this, more often than not, can over complicate what may have been a less complicated incident resolution.
I hope this information and the link below will help you analyse incident data more effectively.
http://www.thinkingdimensions.com/resources/training-clips Check out the 'Incident Detail' clip.
