Boring meetings
Issues, incidents, risk events, screw ups, call them what you will, we all have them. Somewhere in your organisation somebody is logging them, categorising them and recording them. That somebody also has a target to reduce them.
And every month they hold a meeting to discuss how they are doing.
And — be honest — you would rather scoop your eyeballs out with a teaspoon than go to that meeting. It brings a new meaning to the term tedious. It is long on chat and short on action. Lots of debate about severity and down classification and mitigation.
Anything to manage the number down without doing any work.
What is a “risk event” anyway?
Liven things up a bit
Don’t give yourself the target of halving the number of reported issues. Give yourself the target of tripling them.
I’m not suggesting you pour tea all over your servers or start sending abusive letters to your customers. Just that if you were to encourage people to tell you about the problems you might learn something interesting.
So interesting that you might feel compelled to do something about it.
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Image by John Twohig
Hi James,
That’s a really interesting perspective and reminds me of a story about Pain Le Quotidien and how they did something similar.
Adrian
It was the source of the idea Adrian:
http://www.adrianswinscoe.com/why-every-business-should-be-hugging-their-haters-interview-with-jay-baer-of-convince-convert/
Worth a read
Doh! Of course. I now remember us having that conversation.