Last night’s event had you scrambling.
Your team responded to one incident call after another.
No one had any downtime.
About 100,000 people attended this year’s motocross show. Dirt, ramps, and professionals flying in the air on dirt bikes.
Who wouldn’t want to participate, right?
For your customers, it was a night they will never forget.
You’re just glad it’s over.
Now, it’s 5 AM Monday morning.
You always get to your office early these days to prepare for the Monday morning calls.
You start scouring through your office.
You’re looking for the stack of incident files from last night’s event.
The executives always want a snapshot of the previous week’s events.
It’s not too bad, but it’s been a real struggle to get all the information, so you’ve been dropping the ball lately.
You cannot afford to lose it again.
They need the number of incidents, customer requests, injuries, medical evacuations, fights, and ejections.
They’re known to throw some tough questions at you from time to time.
You’re running on empty because of last night, and this might be the final straw for you if you don’t find the files you need.
You already “misplaced” incident reports in the past.
You’re out of excuses.
“Where are last night’s documents,” you scream down the hall.
Everyone looks at you, and your operations coordinator, Tyler, responds, “Everything is in your office.”
But, you only see the remnants of a couple of files from customer services’ reports.
It appears that Housekeeping saw the files stacked near your trash pile.
Everything is gone.
You panic because you know you’re going to be taken out like the trash too.
It is 9 AM.
Time for your call.
You have nothing, and your job is on the line.
How does this make you feel? Could this have been prevented?
The Consequences of Outdated Processes & Technology
Operations rely on a Monday morning call to get everyone on the same page.
But, the problem is that many operations continue to use old processes.
Some leaders even believe that because they use a “technology,” they’re in good shape.
A legacy system is as dangerous a solution as inefficient processes.
Both problems result in reactive operations.
They also result in you not being able to prepare information the way your boss wants to see it.
Now, your Monday morning calls are useless, other than for your boss to scold you in front of your peers.
Who intends to experience that type of humiliation? No one does.
You use pen and paper to document your incidents.
Then, you rely on various personnel to stack folders and critical information somewhere in your office.
You’re a better leader than this.
Let us help you change the outcome of your calls.
Incident Management Systems Are Made for Monday Morning Calls
Today, you must employ Proactive Operations.
You must implement an incident management system.
An incident management system is the best solution for preparing your Monday morning calls.
You’ll have all of the facts.
You not only have the information your executives request, but also the knowledge that allows you to provide insight to your team.
This is Proactive Operations.
As a reactive operation, you have relied on many employees to document vital information and then put it on your desk in hopes that it is all accurate.
Consider this; you have Police, Medical, Security, Housekeeping, Engineering, and IT.
- Many departments.
- Many opportunities for human error.
They all talk to one another and share loads of information.
It’s no wonder that you struggle with your Monday morning calls often.
There are too many moving parts.
You cannot keep up.
This is dangerous.
Now, with your incident management system, you are proactive.
Your departments can access the software from anywhere.
Whether it’s your operations center or your mobile teams, all incidents are logged in full detail at the speed-of-type™.
Nothing slips through the cracks because everyone can enter incident information directly to the solution.
Fast entry of incidents ensures your team provides comprehensive details - before they forget.
Compared to our opening example, you can provide your executive team with everything they ask for confidently.
And, next week, you’re going to impress them.
Keep reading; we’re going to show you how.
Get Proactive Insight with Analytics
Here’s the thing, a progressive solution gives you the complete and accurate digital trail you never had before.
You probably feel accomplished from this achievement alone.
But, we know that you can take your morning calls to the next level.
Supplement the documentation capabilities of your incident management software.
Infuse the data with insight.
This is Proactive Operations!
How do you think your boss and colleagues would react if you provided not only the standard data but also an in-depth perspective?
Generate – with ease – insightful reports that answer vital questions.
- How long does it take to receive a call?
- How long does it take to dispatch an incident to staff?
- How long does it take responding staff to get on scene to the incident?
- How long does it take to mitigate conflict and begin responding to the next?
Do you see what you’ve done? You took the usual questions, ripped them apart, and opened up everyone’s eyes.
The next thing you know, Jerry, your General Manager starts asking questions himself.
He never talks!
Today is different, though, you gave him perspective.
He starts, “Will an increase in staffing result in faster response times or diminish the value? What is the cost differential here?”
You respond quickly to keep the momentum.
He then asks you, “In your expert opinion, which locations require a stronger focus on your team’s awareness?”
Yes, he called you an expert.
He adds, “Do you have hotspots that need a more robust security presence because we will budget the resources for you?”
“We want to make sure you have what you need,” he shouts.
You can hear the grin.
You know you took this call and the future ones to a new level.
You turned your reactive operation into a proactive one.
All you ever needed was enhanced documentation, and advanced reporting and analysis.
Now, back to our first question of today’s article: How does this make you feel?
Over to You
Every proactive operation uses incident management software to prepare for their Monday morning calls. Use the system to do more than regurgitate numbers from your software.
Take your data one step further by providing insight into the future from all your documentation.
So, are you prepared for next Monday’s morning call?
Editor's note: This post was originally published in June 2016 and has been updated for comprehensiveness and freshness.