Hindsight not Always 20/20 with Problem Management: Page 2

Posted September 22, 2004

George Spafford

George Spafford

(Page 2 of 2)

Asking Questions

To reduce the risks associated with hindsight bias, develop post-problem questionnaires in advance for each system, or class of system. When incidents happen and it is time to interview and observe the team, use the questionnaires as guides to templates.

Here are some questions that should give you a few starting points:

  • Processes -- The first category to check is the processes involved at the time of the incident:
      Did something about the process change? Was it formally documented and adopted just prior to the incident?

      What processes failed and why?

      Are people bypassing the formal documented processes? Why?

      Are there processes and/or controls that need to be added?

      Are there processes and/or controls that need to be changed?

  • Documentation -- Was the organization, system and surrounding processes mature enough to be documented?
      Did documentation exist?

      Was the documentation readily available?

      Was it understandable?

      Could they find the needed topics in the manual?

      How can the documentation be improved?

  • Training -- Ensuring there is proper training and understanding of the processes and documentation is another major step on the road to maturity.
      Were the operators trained appropriately?

      Were they trained to handle the scenario that took place and if so, how similar was the training to reality?

      How could training be improved?

  • The Operators -- Fatigue, emotions and pressures all affect the cognitive abilities of the people operating systems. Be sure to factor them in.
      Was fatigue a factor?

      Were the operators angry, upset, anxious?

      Were there corporate pressures, such as expense control or other financial constraints?

      Were there pressures to meet unrealistic deadlines?

  • Technical Questions -- Yes, the bits, bytes and technical details are last. You can fill in the questions pertinent to the systems used. However, do consider including the following:
      Was there failure in multiple subsystems or just one?

      Was the failure, or sequence of failures, predictable?

      Did the alarms work?

      Were the parties involved experienced with the systems and subsystems in production or was there a new variable?

      What testing was done prior to going into production?

    It is always beneficial to learn from mistakes and outages. Problem review boards analyzing an incident after the fact need to beware of allowing their knowledge of outcomes to bias their examination of the steps that led up to the event. They must pay appropriate attention to the processes and human factors that could create fertile environments for failure, not just the technical elements.

    In this age of ever increasing complexity, there will always be incidents and underlying problems that must be addressed with proper organizational learning and corrective actions to keep the problem from popping up again.

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