MLC Problem Management Process Implementation Overview

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MLC Problem Management Process Implementation
Overview
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MLC Problem Management Process Implementation
Overview

• Facilitate inter-organizational communication
• Share what works and what doesnt
• Benefits
• Fewer problems
• Greater customer and employee satisfaction
• Reduced business risks and costs

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Harald Sachs

• 26 years industry experience
• MLC (Problem Analyst / Architect)
• Wawanesa Insurance Co. (Technology Architect)
• SAAN Stores (Open Systems Architect)
• HP / Compaq / Digital Equipment Corporation
  (Technical Analyst / Consulting Associate)
• Acklands Ltd. (NW Support Analyst Programmer)
• University of Manitoba (Senior Programmer)

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MLC Problem Management Focus

• High Visibility and Production impact
• High cost and resource consumption
• Customer and employee satisfaction
• Repeating issues

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Set and Document Goals

• Initial minimal scope
• Identify Goals and KPI
• Communication and Documentation
• Fix problems while building process
• Limit active problems per FTE
• Continuous Improvement

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Current MLC Process Includes

• Communication
• Directors, Technical Support, Customers
• Shared documentation
• Major Incident Reviews
• Problem Review Board
• Next Steps
• Resource facilitation

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Feedback Received

• Director, Corporate Property Services
• This looks like a great step forward and long
  overdue! Go ahead with the initiative.
• Senior Manager, Facility Development
• Thanks for your partnership!

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Questions Comments Feedback
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Summary

• Start with achievable and measurable goals
• Communicate at every organizational level
• Document
• Do NOT over-extend resources
• Apply continuous improvement