If a trouble happened
Trouble Management
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Troubles may happen to anybody at any time even though if you have carefully prepared for a trouble. It is not comfortable to look back the trouble. Everybody want to regard the trouble what not happened.
But trouble is a good teacher. It will instruct us how we can make our life easier and happier. If you neglect the trouble, you may cause the same trouble again.
Policies to trouble management
Research the trouble objectively
We do not regard the trouble happened due to a personal reason. If a trouble happened, the first thing you have to do is to observe the trouble objectively. Take you note and write down trouble was happened 1. When 2. Where 3. Who 4. What 5. Why and 6. How (5W1H).
After you grasp the situation of the trouble follow the next step.
Quick response
A trouble does not belong to yourself but to the company. So the first thing you have to do is to report the company (boss) about the trouble according to the information of 5W1H. You can use Trouble Report on our company manual. And if you need a quick response, you should report to your boss by meeting/sms/tel/google hangout. Don’t leave the trouble alone. Quick response will make the trouble smaller and easier to solve.
Make solutions with a team
Troubles should be handled by a team. Especially, the person who made the trouble is upset and cannot make proper judgement. The person who is assigned a task should take actions.
Reason of trouble
Don’t make a trouble belong to a person’s ability. In many cases, the reason of the trouble is something like “I forgot to xxxxx” but it is not a reason. Think more deeply why you forgot the action to take and it will be the real reason of the trouble.
Solutions
“I will try not to do the same trouble again” cannot be the solution. The person who made trouble will do the same thing again. So the solution should be more practical action. For example, forgetting phone call log can be a reason for a trouble but the solution is not “Not to forget”. Practical solution is “Print log a call label and stick it on the telephone”
So when you write down a trouble report and solution, invent the way to prevent the trouble never happen again as a rule/system/habit.
Workflow for trouble management
1. Report the trouble
Report the trouble
Create tasks to make solutions
2. Inform to the customer
Send email to the customer that we acknowledge the trouble (see template)
The email should also CC to all person in charge.
3. Take actions
Take actions according to tasks created for trouble
Report to your boss or colleagues in accordance with the trouble solution process
4. Resolved
Send email to the customer/boss/person in charge that the trouble is resolved now.
Fill in the form "Solutions" to make the same trouble never happen again.
Manage trouble on HubSpot
Use HubSpot Trouble Pipeline to manage the trouble. When you create a trouble on HubSpot, email notifications are sent to members of Bridge System immediately. See how to manage troubles here.
Create a solution
To prevent the trouble and make it never happen again, write a solution to the trouble that should never been happened again.