Resolve Immediate Problems

Clear the short term problems that may have arisen after the Go Live
  • Problems raised following Go Live
    1. Prioritise problems.
    2. Solve problems.
    3. Analyse cause of problems.
    4. Treat root problems.
  • Resolved problems
  • Root causes addressed

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.

    1. Make sure the problems are logged
    2. 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.


Return to the top