Many IT staff members and teams struggle with the spotlight that shines upon them when a major incident occurs. They feel as though their decisions and actions are being questioned which creates some added stress. They may become defensive or begin finger pointing. It can be an instant reaction that is often rooted in how major incidents and other critical work/problems are handled in the organization. When this occurs, it can take even longer to resolve the issue or complete the work as teamwork is affected.
How can we quickly solve the incident/problem or make a decision on a course of action?
To facilitate an effective, timely outcome or to get a project back on course, we need to reduce the level of emotion associated with the issue. A structured, impartial process such as Kepner-Fourie™ root cause analysis will incorporate both facts and intuition about the situation and root cause while helping to keep the team engaged and focused on the end result rather than blaming each other. An impartial facilitator that is not involved in the existing issue should facilitate walking the key stakeholders through the process.
While the Kepner-Fourie processes are straightforward to facilitate once you’ve been trained and they can help the team to focus on the resolving the issues, IT organizations experiencing challenges relating to agility, teaming, meeting deadlines, customer satisfaction, etc. should consider how their culture is affecting outcomes and begin taking action to facilitate cultural transformation.
Kepner-Fourie™ is a registered trademark of Thinking Dimensions Global, LLC
At AdOPT, we are transformation consultants focused on strategy, process, and culture to increase effectiveness, improve efficiency, and optimize costs. We wrote the book on organizational change in IT. For more information, contact us at firstname.lastname@example.org or by calling 520-591-2427.