Amongst the many golden rules of incidents management, there is one that must be kept in mind everyday, everywhere, at any time : « If there is no solution, there is no problem ».
Thus, is something happens that YOU cannot solve, then, it is not YOUR business. You MUST call somebody else as soon as possible (the ASAP paradigm, as usual). There is no shame to call for help if you cannot fix it!
As an addendum to this golden rule, there is always something that you can do in the meanwhile, to keep the initiative, communicate with your clients, furnishers and hierarchy, and still pretend to lead the resolution of that blasted incident: create a Task Force.
To create an optimum Task Force you must:
- Pile a dozen of telephones on a table, even if they are not plugged (pretend to lead a “wireless IP phone solution”),
- order some twenty pizzas (and eat them cold),
- brew pots of coffee (and drink it cold),
- remove all neckties,
- print big “Task Force 1” on A4 papers, and stick some on the doors of all offices (and the lavatories).
- stick on the walls many complex (yet meaningless) charts, diagrams and listings, and use a red pencil to underline the must “relevant” parts,
- get a paperboard, and jot raw ideas on it,
- stick Post-It(TM) everywhere,
- call the people of the Communication, so they can take a picture of your Task Force, and publish a paper in the next internal newsletter.
Thus, you can send this picture of your Task Force (preferably from the Blackberry of your team manager) to all your clients, furnishers, partners, top managers, and so on…
Everybody will be sure that YOU are in charge, fully committed to solve this problem. Even if you don’t get a shit on it.
And remember… It there is no solution, there is no problem…
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