The Secret to Virtual Collaboration

By Mat-thys Fourie on Mar 18, 2015 5:49:27 PM

...is a Common Problem Solving Process

How do we ensure we get the best information at all times for virtual collaboration, especially if our company is located over different time zones?

Global organizations find it increasingly more difficult to deal with decisions and investigations effectively, especially if some of the stakeholders and information sources are not in the same location. What do you do if you need to make a decision and one of your most important stakeholders is on the other side of the world?

Continue Reading

What Is Unique About This Fault?

By Mat-thys Fourie on Mar 11, 2015 4:26:00 PM

This will get you and your team to the core in minutes!


If you could not restore a service within three hours there is something unique about the fault being
experienced – do you know what it is?


It is a fair assumption that if you experience an incident that is typical and normally has typical causes then all you have to do is to find which cause is the culprit this time. An example would be when you cannot get logged in to your normal email service. You know from your own experience that only a few things could cause you to be unable to get access. You quickly check these normal factors until you have found the cause and “solved” the situation. 

Continue Reading

Asking, “What It Is Not?” Will Create Significant Insights

By Mat-thys Fourie on Mar 4, 2015 5:27:37 PM

Into the Incident Experienced

In an incident situation,we are always looking for that “Silver Bullet” question – the one question that would bring some insight to the incident being experienced. The good news is that there is such a question; in fact there are a few of these questions that could provide you with that insight needed. We call that the “but not” question.

Continue Reading

Who Has the Information in Incident Investigation?

By Mat-thys Fourie on Feb 25, 2015 5:59:19 PM

Simple Question, But Powerful!

One of the most important questions to ask yourself in attempting to solve an incident quickly, accurately and permanently is to ask the following three questions:

  1. What do you know about the incident?
  2. What don’t you know about the incident?
  3. How can you collaborate with whom that could provide you with this missing information?
Continue Reading

Insist on Identifying the Correct Fault in Problem Solving Sessions

By Mat-thys Fourie on Feb 18, 2015 6:11:00 PM

Over the years as a consultant, I’ve learned how to listen to what people are saying, albeit doing it for a different reason you might have had in mind. I am doing it to eliminate the “noise” and “clutter” normally surrounding problem solving sessions. This might surprise you, but the biggest obstacle in solving problems and incidents effectively, is the human nature to “elevate” or escalate things in order to get the appropriate attention of the other person.

Continue Reading
SIGN UP TO OUR NEWSLETTER

Sign up for our newsletter and receive updates that will help your business to grow. Do not waste time, we're here for you.