Problem Management the Easy Solution to Better Business Days
A problem is an unknown underlying cause of one or more Incidents. The objective of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors period. And to prevent re-occurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The Problem Management process has both reactive and proactive aspects. The reactive aspect is concerned with solving Problems in response to one or more Incidents. Proactive Problem Management is concerned with identifying and solving problems and known errors before incidents occur in first place.
You could have daily conference calls with your team leads and managers. Daily, weekly, monthly stand-up meetings, depending on how deep your issues are. These meetings should talk about new projects/efforts, new policies, upcoming major impact events, planned outages, short review of metrics trending, newly identified Problems/Known Errors, training opportunities, general suggestions for improvement, and security issues. Always have a call in line for call-in line for staff that are at other locations or out sick.
Information concerning the meetings should be recorded in a word doc and emailed to the entire team within one hour of daily standup. Word Docs are then archived by date to allow for absent staff to review. Add to your knowledge base quickly. Don’t forget to have monthly brown bag luncheons to encourage your staff to recommend process improvements, training needs, or to identify team pain points and potential solutions. Watch you problems dissolve with everyone wanting to become proactive for the sake of having a great day at the job!
Mr. MakingUsmile
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