If you work with computer hardware, you know that sometimes things can go wrong. Maybe you ordered the wrong parts, damaged a component, or encountered a compatibility issue. Whatever the case, you’re dealing with a major setback that could cost you time, money, and reputation. How can you turn it into a success?
The first step is to admit that you made a mistake or faced a challenge. Don’t try to hide it, blame others, or deny the consequences. This will only make the situation worse and damage your credibility. Instead, be honest and transparent with yourself, your clients, and your team. Explain what happened, what you learned, and what you plan to do next.
Give an honest explanation of what has happened, what is thought to be the cause and then discuss what some of the likely consequences are likely to be. Following this, open up for questions and answer as honestly as possible. Recognise this was not what anyone wanted but that everyone's input is being requested to deal with the consequences and also idea to ensure this does not happen again or if it does, there is better preparation in place.
The second step is to figure out why the problem occurred and how to prevent it from happening again. Was it a human error, a technical glitch, a communication breakdown, or something else? What could you have done differently? What can you improve in your processes, systems, or skills? Use tools like root cause analysis, SWOT analysis, or feedback loops to identify the factors and gaps that led to the setback.
Actually I am not sure this is the second step; depending on the problem, the second step is identifying solutions to deal with the consequences of the problem. The concept of SPAR is fine but there are likely ongoing consequences that need to be addressed while trying to analyse the cause. In my case, we had a huge EMR crash where we lost two and a half years of data but most importantly, we had lost the next six weeks of clinic timetable so we had to find ways to address the unknowns.
The third step is to explore the possible solutions and choose the best one for your situation. Depending on the nature and severity of the problem, you might need to replace, repair, upgrade, or modify the hardware. You might also need to negotiate, apologize, compensate, or offer incentives to your clients or partners. Consider the pros and cons, the costs and benefits, and the risks and opportunities of each option.
If the cause is clear, the solutions are probably clear also but in my experience, people may at this point look for someone to blame and come up with all sorts of causes that may not be true. Make sure there is good record keeping of discussions as well as a clear plan going forward that has been created through including all involved.
The fourth step is to execute the solution and monitor the results. Follow a clear and realistic action plan that outlines the steps, resources, roles, and deadlines involved. Communicate your progress and expectations to all the stakeholders. Track and measure the outcomes and impacts of your actions. Adjust and adapt as needed based on the feedback and data you receive.
When our EMR crashed, the problem was caused by a corrupt backup with a solution that meant starting the system from scratch and IT learning the importance of checking all backup for other EMR systems in the hospital (this was never done). While it was up and running staff were able to continue as they were. Having lost waiting lists and stock, we had to be very flexible for any patients and if a client said, I was meant to be seen at a certain time, we had to accept that. We also recognised the potential for this to happen again and created a plan to have a separate backup of the following week on a stand alone PC. We also engaged with referrers to ask them to resend any recent referrals with the original documents.
The fifth step is to reflect on what you learned from the setback and how you can use it to grow and improve. What did you discover about yourself, your hardware, your clients, or your industry? What skills, knowledge, or tools did you acquire or enhance? How did you overcome the challenges and obstacles? How did you demonstrate your values and professionalism? Write down your key takeaways and share them with others.
I recognised a strong ability to deal with crisis. I listened but also had numerous solutions. I also learned some people will lie if it protects them. To overcome the challenges and obstacles needed departmental buy in and to deal with some of the consequences, everyone had a specific job that they accepted. We did not try to hide anything from patients and learned to accept their unhappiness with something out of their control. We had a strong teamwork ethic and staff were willing to be flexible with the knowledge that this was likely to be a temporary situation but we also tried to keep things as normal as possible and ran the two study days we had planned in advance. Write down your key takeaways and share them with others.
The sixth and final step is to celebrate your success and acknowledge your efforts. You turned a major setback into a success by taking responsibility, finding solutions, and learning from the experience. You showed resilience, creativity, and competence in your computer hardware work. You earned trust, respect, and satisfaction from your clients and team. Reward yourself and others for a job well done.