Problem management module is designed using Eight Discipline or 8D framework for effective problem resolution. The steps being
- STEP 1: Defining the problem or opportunity for improvement with appropriate details and reference, source of problem etc. Impact of the problem on business and urgency to work out the priority of the issue.
- STEP 2: Assigning the problem to most suitable person.
- STEP 3: Containing the problem to stop the damage.
- STEP 4: Conducting root cause analysis to identify all actual and even potential causes.
- STEP 5: Taking corrective actions to prevent recurrence by eliminating actual causes.
- STEP 6: Managing risks by mitigating potential problems or risks.
- STEP 7: Verification and follow up on actions completed to ensure effectiveness.
- STEP 8: Congratulating the team and closing the problem.
The benefits of effective problem management include:
- Improving products or services: by preventing recurrence of problems and preventing occurrence of similar problems in other areas of the business.
- Saving costs: Incidents and downtime can cost organizations a lot of money and addressing problems effectively saves such costs.
- Improving productivity: by eliminating problems so resources could be involved in productive work rather than problem management.
- Improving customer and employee satisfaction: by effective problem management thereby reducing the problems.