Running any operation carries with it an array of risks. Imagining everything that goes on, for example, at an airport can be mind-boggling. Luggage and packages come and go. Travelers enter and leave. Machines of all types are run all around the clock. The risk of breakdowns, safety issues, and even criminal activities is high. Keeping track and making sense of everything in a manner that allows an operation to be more efficient can be a challenge.
One solution that many organizations and enterprises are turning to is the use of incident management software. This is a system that permits folks on the ground to log incidents as they occur. Such systems are designed to allow decision-makers access to information about incidents, including views across time and space. Let’s take a look at a few ways this approach might benefit your organization.
Utilizing an incident management system can give folks in an organization a chance to make their concerns heard. A competently implemented system should allow anyone who sees an incident to log it and know decision makers will see it. As it becomes clear an organization is responsive, people will begin to use the system even more because they feel their voices are heard.
Keeping thorough logs of incidents is just one element of the process. The data, however, has to be compiled and converted into actionable information. With the help of a company like SysAid, you can see that your operation will be using software that’s tailored to its needs. If for example, workers out and about on a daily basis need a way to pass along incident reports in real-time, a mobile app can be supplied allowing them to note the details and even take pictures.
All this data can then be fed into a system for analysis, with the ultimate goal of making recommendations. If a retail establishment has concerns about shoplifting, an analysis can be produced showing what sections of the store are subject to the greatest losses. Decisions can then be made regarding changes to store layouts, the presence of security professionals and policies.
Records of incidents should never be seen as just abstractions in the data. One way for those closer to incidents to feel their voices are being heard is to conduct investigations. This can provide a clearer sense of what specific incidents actually look like and how they impact workers. A factory that has seen a number of safety problems can foster a sense of responsiveness by directly investigating incidents. An approach like this may improve factors far beyond the simple study of incidents, from satisfaction to retention.
One of the greatest challenges in presenting the realities of a situation is making the story you’re trying to tell, seem compelling. By producing visualizations and creating a narrative, it may be easier to help stakeholders and decision makers appreciate what’s truly going on. An airline that’s suffering customer satisfaction issues might be able to look through compiled information regarding incidents and identify where customers are having negative experiences. This information can then be relayed in the form of charts, maps, and other documents. Specific case studies may even be selected from the file of incident reports to illustrate what happened to an individual customer that led to dissatisfaction.
Using incident management software can allow you to clear out some of the clutter that surrounds decision making. A physical plant trying to address security issues can map where incidents are occurring to direct resources toward areas where issues are being logged. Investigators may follow up with on-site studies to determine whether something as simple as adding lights or video surveillance might make a difference. More drastic measures can then be considered if less streamlined options are ruled out.
What’s most compelling for businesses is that the process is simplified. Problem areas can be quickly identified. Investigations can be conducted accordingly, and recommendations can be sent up the chain faster. This can make any business more agile.
Putting analysis into action is the ultimate goal. The retailer can identify, based on compiled data from incident reports, what behaviors signal greater possibility of criminal thefts occurring. These ideas can then be passed along to store associates, so they know what to look out for. If a disproportionate number of thefts involved bags, associates could be told to give greater scrutiny to customers who bring bags in.
Managing information regarding incidents requires a chain of efforts. Data has to be entered into systems, and then analysis needs to be conducted. Investigations must be performed, and that has to be followed by recommendations and implementation. The right system, however, can make the whole process easier.