While complete outages are still a key trigger for response, degraded service is considered incredibly impactful in the minds of consumers. As part of the new Incident Management Framework proposed in this white paper, organizations need to identify and remediate potential issues before customers are aware there is a problem. Both the business and the incident-response team also require better visibility into the business impacts of service outages and degradation. Identifying Incidents To help … [Read more...]
Creating an Operational Masterpiece: How a COVID-19 Mass Vaccination Clinic Took Shape
In the following excerpt from Episode 19 of The Idealcast, Gene Kim and Steven Spear interviewed Trent Green, SVP and COO of Legacy Health, on how he and his team used iterative problem solving to vaccinate 8,000 people a day at Oregon's largest mass vaccination clinic. Key learnings from this excerpt include the idea that organizations are really a collection of interdependent microsystems, that you can't improve a process until you stabilize a process, and sometimes you have to slow down to … [Read more...]
Building an Incident Management Response Team
When many organizations are faced with an incident, the lack of clear roles and responsibilities among the teams leads to poor collaboration, communication, and work overload. This in turn leads to missed tasks, redundant work, loss of information, delays, and frustration within the team. Without clear roles, incident response and resolution can be delayed, and the quality of response for the team and the customer is poor. As part of the Prepare/Respond/Review Incident Management Framework, the … [Read more...]
Framework for Incident Management: Prepare, Respond, Review
Learn to improve your organization's incident management with this new framework for incident management: Prepare, Respond, Review. In this posts, based on the white paper A Framework for Incident Response, Assessment, and Learning, by Shaaron A. Alvares, Josh Atwell, Jason Cox, Erica Morrison, Scott Prugh, and Randy Shoup, we present fresh incident management framework to help you improve your overall organizational response to incidents. In the white paper this framework is broken down into a … [Read more...]
Getting Started with Dojos for Technology Organizations
With the new digital economy, many organizations are facing an unparalleled rate of change and having trouble keeping up. Agile/DevOps Dojos can be a uniquely powerful vehicle for accelerating digital transformation in an enterprise. This post will explain what an Agile/DevOps Dojo is, how to maximize the power of it, and how to create your own company Agile/DevOps Dojo. Written by experts in the field, Ross Clanton (formerly of Target and Verizon, and currently of American Airlines), Jaclyn … [Read more...]
Technological Maestros: Characteristics of Innovative Leaders
In Episode 17 and Episode 18 of The Idealcast, I was blown away by Dr. Ron Westrum's notion of Technological Maestros, a definition and list of characteristics for a leader that resonates deeply with me. First, let's look at Dr. Westrum's definition of a technological maestro. This is a term that is used in history of technology a lot. First of all, you're dealing with somebody who has very high energy, that's critical. The second thing is they know what questions to ask. The third thing is … [Read more...]
Three Observations on Leading through Writing
AN EXCERPT FROM EPISODE 16 OF THE IDEALCAST WITH GUEST ADMIRAL JOHN RICHARDSON I had mentioned in part one of my interview with Admiral John Richardson, how much I admired the two documents that Admiral Richardson had shared with me. One had the title A Design for Maintaining Maritime Superiority. And the other was the Navy Leader Development Framework. I loved both documents because they were both so clearly written. And it was such a treat listening to Admiral Richardson and Dr. Steve Spear … [Read more...]
Building a Culture of Leaders from Day One in the US Navy
AN EXCERPT FROM EPISODE 16 OF THE IDEALCAST WITH GUEST ADMIRAL JOHN RICHARDSON Gene Kim: One of the things that really leapt out at me is your emphasis around leadership development. You had once told Steve Spear and me a story about the extent that you went to, to reinvigorate training, to toughen up the training. You had this incredible story about how that training came about. Getting away from the post 1940 human conveyor belt mentality and the amazing outcome that resulted from it. Could … [Read more...]
Complexity: The Enemy of Agility and Execution
As companies race to adopt new cloud computing technologies and systems to effectively compete as digital enterprises, they quickly discover that with new systems, applications, and processes comes monumental new complexity. At a fundamental level, legacy systems of record, which are critical to running core operating functions, like Finance, ERP, CRM, and HR were not designed to seamlessly connect with key systems of engagement or systems of intelligence used to create sustainable customer … [Read more...]
Learning Culture vs. Compliance Culture
An Excerpt from Episode 15 of The Idealcast with Guest Admiral John Richardson Gene Kim: I think we've all witnessed situations where an organization that once exhibited dynamic learning characteristics, well, they start to calcify. When I attended Dr. Steve Spear's workshop at MIT in 2014, I loved the way he cast the US space program in the 1960s as one of fundamental dynamic learning. I recently read Gene Kranz' book, Failure Is Not an Option. And I love the way he described his role in it, a … [Read more...]
