Improving Problem Management

- by Michael Warden

Last year, we launched the Problem Management process within our Service Delivery Model at MSIS. Problems, the common root cause of a set of incidents affecting the organization, are a place for us to apply lean analytical techniques and grow and change our organization.

Here at the beginning of 2016, we are going to launch an effort to improve based on what we have learned so far. We’ll be making some adjustments to how we take our NPS survey feedback and generate problem candidates, we’ll be adjusting how we align problems to Service Management and our Lines of Business, improving our Problem office hours, and we’ll be providing coaching resources to those working to tackle problems.

April Jefferson, as organizational change coach, is providing fantastic support for the PIM team in understanding and evolving these improvement efforts. You’ll see her starting to hang up some improvement artifacts on the wall near column A6 in B200 to help with this. If you have questions, please email or speak directly with:

· April Jefferson

· Quality Analysts in PIM (Gray Carper, Monica Webster, Eric Weimer)

· Gary Nichols – process owner of our Problem Management process

· Me!

Thanks to Monica, April, Gary and everyone involved in helping grow our efforts here, and Jasna and Cindy for their support of our organizational improvement efforts.

Also to… Jack is the source of the resources, focus, and drive for these improvements. Thanks for always being the wind beneath my wings.

We’ll see you at the wall, talking about how we’re getting better!

Thanks to all!
Michael