A vicious cycle in incident management
Lean incident management is the resolution of incidents in a manner respecting lean principles. Being lean allows us to significantly reduce the extent of the control activities in the process and the number of organizational roles created to exercise those control activities. For, I have often seen a vicious cycle in organizations having a command and control culture: quality assurance and managerial tasks are increased due to the existence of a headcount to perform those tasks, and the headcount is increased due to the imagined need to perform those QA and managerial tasks. This vicious cycle encourages the addition of ever more layers of control—be they procedural, organizational or technical—as the process becomes increasingly complicated. Shall we attempt to play the role of Alexander and cut through this Gordian knot in one fell swoop? [Read more…] about Lean Incident Management