Do these situations sound familiar?
Systems record events. The outcome also depends on what people do with that information. Start with three questions:
Who is taking on the problem?
Once a report is filed, is it immediately clear who is responsible for resolving the issue and when they should respond?
What does the next shift know?
Can the new leader understand pending issues, temporary exceptions, and risks without gathering information from multiple sources?
What's left after the repair?
Does resolving the issue change the procedure, checklist, or workflow—or does it simply result in the ticket being closed?
In this ebook, you'll find diagnostic questions for all seven gaps. Use them as a starting point for conversations with leaders and support teams.