When things go wrong, people feel under pressure – especially at work. Users can misreport or over report issues. They may not know the difference between an air conditioning unit or a air curtain, what has gone wrong or the severity of the issue – but they need it fixed!. This can cause multiple phone calls, emails and site visits to diagnose an issue. One Issue provides a guided, pre-populated mobile solution that eases the pressure and helps the user provide an accurate work request for the maintenance team.
One Issue makes life simpler
Keep it Simple, Stupid – or the ‘KISS’ principle – has been recognised since the 1960’s (originally by the US Navy) as a very effective way of making systems work better – particularly when humans are involved. Keeping each step as simple as possible can allow a process to be faster, more repeatable and accurate by inducing less human error and avoiding complexity which can create confusion and doubt – both to be avoiding when the operator is under stress.
Step 6 – Monitor
This post concentrates on how to implement monitoring and reporting in your response to issues and their management – covering the requirements for what may be important, looking for re-occurrence of old issues, reporting internally and externally – without undue effort, undertaking analysis with a focus on continuous improvement and porting your reports to other systems.
This is the sixth and final post of the series that outlines in more detail our guide to getting on top of your issues, born out of our experience, frustration and success in managing issues in complex environments.
Step 5 – Feedback
This post concentrates on how to implement learning and feedback in your response to issues and their management – covering the requirements for feedback, learning from mistakes, utilising history, avoiding haste, implementing continuous improvement and working smart.
This is the fifth of six posts that outline in more detail our guide to getting on top of your issues, born out of our experience, frustration and success in managing issues in complex environments.
At the end of April One Issue was awarded ‘Highly Commended’ status by the judges for the Team Defence Information Excellence Award 2017 at the Defence Information ’17 Symposium – held at the UK Defence Academy Shrivenham (Cranfield University).
The Team Defence information Excellence Award 2017 is keenly supported by the MOD who, along with Industry, recognise the value of learning from innovative joint endeavours involving companies of all sizes – from Defence primes to the smallest micro-businesses.
One Issue was particularly praised for its overall simplicity, obvious value in eliminating wasted effort and clear user feedback. We would like to thank the judges – Lt Col Rev Bolam (Directorate of Logistics Information), Mr Rick Bounsall (Niteworks) and Mr Ross Harris (Senior Lecturer, Cranfield University) for their interest and insights. We look forward to further demonstrating these benefits to defence users in the near future.
Contact us to discover how we can make your life simpler.
The award is peer and industry recognition for innovation and good practices in electronic business and encompasses entries from major companies and conglomerates down to micro-businesses.
The post highlights some of the uses for issue management solutions within the food service industry. In the UK the British Retail Council and the Food Standards Agency have guidelines to underwrite an approach to providing food safety in the retail environment. A modern issue management solution can assist in implementing the Safer Food Better Business food safety approach in an efficient and effective manner – saving time and wasted effort. Data capture, photographic evidence and automatic document / report generation can all play a part in reducing errors and improving food safety.
Step 3 – Organise
This post concentrates on the third step – how to Organise your response to issues and their management – dealing with rapid response, planning for failure, scaling resources, process improvements, automate and prioritisation.
This is the third of six posts that outline in more detail our guide to getting on top of your issues, born out of our experience, frustration and success in managing issues in complex environments.
Customer Service is taxing. Keeping customers supported, engaged and happy is a complicated multi-layered task with the imperative on communication. Managing tickets, work orders and requests can mean it is difficult to keep the focus on the customer. This post will outline some of the key trends in business to business (B2B) customer service and show how an issue management tool – such as One Issue – can be utilised to speed communication and improve engagement with your customers.
Step 2 – Categorise
This post concentrates on the second step – understanding and applying categories – how to delineate issues, identify root causes, structure failure, undertake diagnosis and triage, deal with location and asset categorisation.
This is the second of six posts that outline in more detail our guide to getting on top of your issues, born out of our experience, frustration and success in managing issues in complex environments.