You're confronted with urgent technology issues. How do you decide which solutions take priority?
When technology hiccups occur, it's crucial to swiftly assess and prioritize fixes. To navigate these challenges:
- Evaluate the impact on business operations to determine which issues are causing the most disruption.
- Consider customer experience and address problems that directly affect client satisfaction first.
- Align with your team's expertise to tackle complex issues efficiently, utilizing available skill sets.
How do you prioritize tech fixes in your business?
You're confronted with urgent technology issues. How do you decide which solutions take priority?
When technology hiccups occur, it's crucial to swiftly assess and prioritize fixes. To navigate these challenges:
- Evaluate the impact on business operations to determine which issues are causing the most disruption.
- Consider customer experience and address problems that directly affect client satisfaction first.
- Align with your team's expertise to tackle complex issues efficiently, utilizing available skill sets.
How do you prioritize tech fixes in your business?
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Impact is like the size of the fire. If the issue is affecting critical operations or a large number of people, it needs to be addressed immediately. For example, a system crash in a customer-facing service is like a wildfire—it spreads quickly and causes significant disruption. Urgency is the speed at which the issue needs to be resolved. Some problems may be minor but require a fast fix before they escalate, like a small flame that could grow if not snuffed out quickly. Other problems might be larger but give you more time to tackle them without immediate consequences.
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Deciding what to fix first during tech issues requires quick thinking and clear priorities. Here’s how I’d handle it: First, I’d assess which issue has the biggest impact on business operations. Anything disrupting workflows or critical processes gets top priority. Next, I’d focus on the customer experience. Problems directly affecting clients or users always need immediate attention to maintain trust and satisfaction. Finally, I’d look at the team’s strengths. Matching complex issues with the right expertise ensures faster and more efficient problem-solving.
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Asses what is currently crucial and would affect day-to-day operations and customer success. Reverse to plan B aka. old school way of doings without current tech and implement a critical path to ensure progression. Bring the team together to brainstorm all other non-critical issues that current hiccup can surface and remember to breathe!
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I prioritize solutions thus: I address the issues that affect critical functions or revenue streams first. If the issue disrupts key operations, it takes precedence. Any issue that poses a security risk, such as data breaches or vulnerabilities, must be dealt with immediately to protect sensitive information. If the problem affects a large number of customers, I prioritize resolving it to minimize downtime & ensure a smooth user experience. Quick wins or issues that can be solved rapidly to prevent escalation get tackled right away, as they can free up time for more complex problems. I assess the resources and expertise required for each issue. If a team member is uniquely skilled to handle a specific problem, I get them to handle it.
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It's important to not lose objectivity. Especially, if the issue was pointed out by a key stakeholder that you cannot really say no to. :-) So, one word/acronym really. WSJF (weighted smallest job first). For those not familiar with the SAFe methodology, even if you don't use the full framework, I've found incredible value in just using their WSJF formula. Doubtless, the issue is not / will not be the only one the team is working on. That said, I follow these steps: 1. Rank on the WSJF calculation 2. Gauge the noise + upward visibility of the issue; factor that in to the calculation That's really it! Keep it simple, folks. The more complicated you make this, the more time you lose that you could spending on fixing it!
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