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How can you prioritize collaborative problem solving in a busy schedule?

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As a field service engineer, you know how important it is to solve problems quickly and effectively. But sometimes, you may encounter complex or unfamiliar issues that require more than your individual expertise. That's when collaborative problem solving can help you leverage the collective knowledge and experience of your peers, managers, and customers. However, finding the time and space to collaborate can be challenging in a busy schedule. How can you prioritize collaborative problem solving without compromising your productivity and performance? Here are some tips to help you out.

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1 Identify the problem

Identifying the problem clearly and accurately is the first step to successful collaborative problem solving. To do this, you should gather relevant information and data from the equipment, the customer, and the documentation. Analyzing this data will allow you to find the root cause and possible solutions. You should then compare these solutions to the expected outcomes and available resources before communicating the problem and solutions to stakeholders such as your manager, team, or customer.

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Zaheer Bhatti, PhD

Solace Solution Architect & Support Consultant | IKEA (Ingka Group) | SRE | DevOps | Cloud | Production Support | Automation | Observability |?? Winner – Top Prize Barclays Tech Idea Competition (NLP Chatbot)
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Problem clarity is key in terms of scope and scale (of the issue). This information will also determine the urgency and severity of the problem, and determine what resources are required to solve the problem.

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Robert Pulliam III

Supervisory Information Technology Specialist @ 7th Signal Command (Theater) | GS 13
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Having information about the issue is important. Knowing the 5 W's Who is affected (VIP) What happened, what caused tbe issue. When did it happen Where did it happen Why did it happen. The way forward. What actions are being taken to resolve the issue. How are we going to ensure it doesnt happen again? Is there information or training to be shared with the affected community that will provide them with a "How to troubleshoot the symptoms they experience prior to reporting it as an outage"

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2 Choose the right collaborators

The next step is to choose the right collaborators for the problem. To avoid wasting time and energy on unnecessary or unhelpful interactions, you should think about the level of urgency and complexity of the issue, as well as the skills and experience of potential collaborators. Additionally, consider their availability and accessibility; you want to pick people who are willing and able to collaborate, can communicate effectively and efficiently, and know how to use the appropriate tools and platforms.

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Robert Pulliam III

Supervisory Information Technology Specialist @ 7th Signal Command (Theater) | GS 13
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Identify the support element for the affected service Document the incident with the service desk, vendors Obtain ticket numbers if the incident has been reported and tracked by another organization so they can be referenced in a master ticket Collaborate with higher level experts that may be able to provide knowlege of similar situations and tips one paths to resolution. Keep all levels of leadership engaged so they can engage higher levels of support if necessary

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3 Plan the collaboration

The third step is to plan the collaboration with your chosen collaborators. It’s important to ensure that the collaboration is productive and beneficial for everyone involved. To do this, you should define the goal and scope of the collaboration, assign tasks and deliverables, set deadlines and milestones, and establish feedback and accountability mechanisms. Additionally, you should decide on how you will communicate, share information, generate ideas, make decisions, and resolve conflicts. Doing so will help ensure that the collaboration process runs smoothly.

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Robert Pulliam III

Supervisory Information Technology Specialist @ 7th Signal Command (Theater) | GS 13
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Alert, leadership as to what actions being taken, what timeline has been or is being estimated for MTTR What paths are available for escalation should the issue be one that is beyond our teams scope of support Form a plan of attack that will Ensure the safety of personnel, facilities and equipment Mitigate further damage to hardware or affected systems Prevent data loss Aid in determining the root cause of the problem Allow for initiation of a roll back plan if the incident was caused by ASI's, or out of cycle updates etc

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4 Execute the collaboration

The fourth step is to execute the collaboration with your collaborators. To do so, it is important to communicate clearly and respectfully, using the agreed-upon tools and platforms. Additionally, you should collaborate creatively and critically, exploring different options and alternatives, evaluating their pros and cons, testing and validating the results, and adapting and improving as needed. Finally, it is essential to collaborate cooperatively and positively, supporting each other, acknowledging and appreciating each other's contributions, celebrating successes, and addressing challenges. By following these steps, you can achieve the goal in a timely and effective manner.

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Robert Pulliam III

Supervisory Information Technology Specialist @ 7th Signal Command (Theater) | GS 13
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Go over all of the information you have gathered with the key players and their alternates Define each role these teammembers will play Verify they have all of the tools. Support they need or accessess/permissions needed to reach an acceptable resolution of the problem Encourage them to collaborate with other agencies that may provide assistance if able. Trust each other and be open to criticism and feedback Trust in their leadership to support them.

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5 Evaluate the collaboration

The final step is to evaluate the collaboration with your collaborators. You want to assess the outcomes and the process of the collaboration, and identify the strengths and weaknesses. To do this, you should measure the results and the impact of the collaboration by comparing the actual outcomes with the expected ones. Additionally, review the feedback and lessons of the collaboration by collecting and analyzing feedback from your collaborators, manager, and customer. Finally, apply the learning and improvement of the collaboration by documenting and sharing it with your team, then applying it to future problems and collaborations.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you prioritize collaborative problem solving in a busy schedule?

1

2

3

4

5

6

1 Identify the problem

2 Choose the right collaborators

3 Plan the collaboration

4 Execute the collaboration

5 Evaluate the collaboration

6 Here’s what else to consider

Field Service Engineering

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How can you prioritize collaborative problem solving in a busy schedule?

1

2

3

4

5

6

1 Identify the problem

2 Choose the right collaborators

3 Plan the collaboration

4 Execute the collaboration

5 Evaluate the collaboration

6 Here’s what else to consider

Field Service Engineering

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