5 Tips for Root Cause Analysis in the Cloud

Cloud services have greatly expanded the IT capabilities available to support companies’ diverse business needs over the past few years.  Home-grown software is being replaced by SaaS and company run data centers are being replaced with IaaS and PaaS offerings.  While the move to the cloud brings significant benefits in business functionality, scalability and reducing capital costs, management of these environments to provide service assurance to users can be challenging.  

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Are you giving the next generation of leaders the support they need?

Seasoned professionals in your organization have the skills and experience to be capable managers. Developing them into effective leaders requires an understanding of situational dynamics and how emotions impact the way different events and actions are perceived. What to do to nudge them in the right direction.

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How 5 Whys and Fishbone Diagrams Relate to KT Problem Analysis

Individuals using a structured approach to get to root cause often turn to approaches such as 5 Whys and Fishbone Diagrams.  This article describes how these well-known methods can be enhanced using KT problem Analysis.   

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The Future of Work - Data-driven decision making

To a large extent, big opportunities exist for those with the ability to sort through huge amounts of data to help their organization solve problems and exploit new opportunities. Leaders are starving for real information and actionable insights to drive decisions.  It will be up to the workforce of the future to provide them the information they need.

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To Manage Risk, Consider SIPOC

“It is difficult to make predictions, especially about the future.”  A quote variously attributed to Mark Twain, Yogi Berra, Niels Bohr, Samuel Goldwyn, et al. 

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How Framing the Action Can Help You Manage Risk

When you have an action or project you want to protect, it is crucial to identify each risk that threatens the ultimate result.  Identifying these risks accurately can be elusive depending on where you focus and what process you use.  

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Staying Calm Under Pressure – 3 Things to Do

Staying calm under pressure sounds simple until a crisis happens.  3 things you can do to center your thoughts and create a path to success.

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Just another training program for Microsoft? Please reconsider…

To help Microsoft Corporation’s obsession with customer satisfaction they are training their Customer Service & Support team with the very best “Critical Thinking” tools for issue identification and prioritization. These tools are part of a program to expedite resolution of customer issues and allow them to provide the very best customer care in the business.

 

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Simulation in Operations - Gaining valuable experience without the risk of live issues

Organizations are challenged to provide employees the confidence to execute new skills in crucial live situations without putting operations at risk.  Simulation has shown to be a highly-effective tool that can be tailored to the organization’s unique environment and team dynamics.  

 

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Quality in modern business: perception vs. performance

The issue of perceived quality vs. performance is becoming increasingly important in modern business environments where customers have greater access to information and opinions not just from th company but from other customers.

 

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