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As
problems are raised, there is a temptation to just fix them
and move on. There are two key activities that should occur
based on the principle that if you can't measure it, you can't
manage it.
- Make sure the problems are logged
- Make sure there is a priority for each
This will ensure problems are not forgotten and that resources
are assigned to the most important problems. It will
also allow you to identify what is causing the problems. For
example, a typical problem area is insufficient training in
a particular area. If you analyse the reported problems you
might find a significant number that have a core problem relating
to training. They may range from people not knowing how to
do something and asking for assistance to people who do it
incorrectly and cause other problems.
Data corruption may
be because the wrong information was input due to lack of
training. Providing ad hoc training may turn off the tap
for a number of problems. It may also lead to input edits
to stop incorrect data.
It is also useful to involve your "Super Users" in prioritisation
meetings to review work outstanding and help determine where
resources can be allocated. They are close to the front line
and will understand where the pain points are happening. Their
view however risks being short term - fix the immediate symptom
rather than the cause. You need to balance the priority between
fixing immediate problems and fixing the source of the problem.
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