The Day It Breaks
Who this book is for
Người làm vận hành ở Việt Nam, quản lý vận hành, phụ trách sản xuất, kho vận, chăm sóc khách hàng hoặc dịch vụ; từ người quản một đội năm người tới người chịu trách nhiệm cả một chuỗi công đoạn. Người đọc là NGƯỜI LÀM NGHỀ: họ phải thay đổi cách làm việc của những người không báo cáo cho họ, và kết quả của họ thường là sự cố đã không xảy ra.
Sound familiar?
- When something breaks, everyone piles in and nobody coordinates.
- No list of who must be told, so customers hear before staff do.
- After the fix, everyone returns to normal work and nobody reviews the cause.
- The same incident repeats months later from exactly the same cause.
After reading, you can
Help an ops person run incidents by a written sequence and turn each into a change.
Each chapter answers one question
Chapter 1: In a crisis, do we need experts or one coordinator?
When an incident happens, who coordinates and who does what?
In an incident, what is most lacking is not skill but a coordinator.
Chapter 2: Is silence safer until we know what happened?
Who do my customers hear about this from, and how soon?
Silence during an incident makes customers imagine something worse than reality.
Chapter 3: Write it down later, or while it's still burning?
Who records the timeline while the incident is unfolding?
After an incident nobody remembers the exact order of events, and memory rearranges itself to make sense.
Chapter 4: Is the post-incident meeting hunting causes or culprits?
Is my post-incident meeting looking for causes or for culprits?
A meeting that hunts for culprits ensures nobody reports incidents early next time.
Chapter 5: Why prepare for an incident that hasn't happened?
Which incident is most likely in the next three months?
The cheapest preparation is doing in advance what there will be no time to do when it happens.