Introduction to NonStop Operations Management

Problem Management
Introduction to NonStop Operations Management–125507
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Step 5—Reviewing the Problem
to solve the problem. If the analyst or CE cannot solve the problem, he or she escalates
the problems to the district level, then to the regional level.
Step 5—Reviewing the Problem
When a problem is resolved, the solution can be recorded, and the problem report can be
closed. Reviewing problems and solutions can help the staff prevent the same problems
from recurring. Consider holding regular review meetings with the staff to:
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Review resolved and unresolved problems
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Ensure that progress is made to close open issues and unresolved problems
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Learn how problems were resolved and determine if problems could have been
resolved more quickly
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Improve problem-reporting and problem-escalation procedures as necessary
Using information gathered from the problem review, you can detect trends and generate
reports that provide statistics such as the number and types of problems encountered,
reported, escalated, and resolved. You can also use this information to determine the
amount of time problems remained open, as well as the levels of support required to
solve the problems.
These reports help you measure the performance of your staff, determine whether
service-level agreements are being fulfilled, and determine what training or changes are
needed to improve the problem-reporting, problem-tracking, problem-escalation, and
recovery procedures.
Case Study
The following case study illustrates a problem scenario in which a computer operator
systematically uses the problem-solving worksheet (illustrated in Figure 6-4) to
determine the cause of a problem and develop a solution.
Business Background and System Configuration
Just For Children, Inc. (JFC) is a retail store that sells a variety of children’s clothes,
toys, and furniture. As illustrated in Figure 6-3, JFC’s four-processor G-series system is
connected to:
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Twenty-two terminals operating 16 hours a day (from 8:00 a.m. to midnight). These
terminals are operated by telephone order clerks working at the central warehouse
located approximately 30 miles from headquarters.
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Twenty other terminals accessed by sales clerks in nine retail stores throughout the
northwestern and western United States 11 hours a day (10:00 a.m. to 9:00 p.m.)