In my previous story, I described how one of my life’s opportunities didn’t succeed due to a computer that didn’t work as it supposed to. Nothing can be taken for granted, “Murphy” is there when you less imagine (If anything can go wrong, it will). Then, an IT guy didn’t respond on time to solve my problem; and who said he had never received my request to solve a problem. (Of course…! He never picked up the phone…!)
Time has passed and thanks to this incident and to the new way we have now to manage incidents, we are all more productive and able to work a bit more intelligently.
With our new system:
- We can report any incident in less than 10 seconds from anywhere and at any time.
- The incident goes directly to the right person and automatically escalates if not taken care of within a specific timeframe.
- Automatic prioritization is also there.
- Like if we were chatting, we receive updates about the solution or can inquire or ask questions about what is going on. Pictures can be added, documents and information can be exchanged and updated in real-time. You really feel that your voice is being heard and someone is taking care of you!
- You have statistics about the time you reported the incident, response time, resolution time, person or persons that participated in the resolution and the time everyone took to work on it, and segregation of incidents of the same nature.
- You have reports that allow you to classify incidents by root cause, range of dates, the person assigned, severity or criticality, and many other ways.
- But more important than anything, you have the peace of mind and certainty that someone is taking care of your problem, and you have proof or evidence of what is going on at any time in the process.
- And since all the traceability is there, all parties involved know exactly if the issue will be solved soon or if it might take a little more.
Doesn’t it feel great that your voice is being heard and that someone is helping you?
Incident Reports are an essential element of the security, health, and safety protocol. Including all the relevant details is critical to the probability of completing an incident report document that provides value to your company, facility, or organization. And not least, to prevent their occurrence in the future.
How is your organization managing incidents?
Check out our new web series, The presentation, on all of your social media platforms, or stream the first episode by clicking here!
