Incident Reviews – Learning from Experience

Not everyone learns from their own mistakes, but the best do – as I’ve discovered through facilitating incident reviews.

Organisations which review any incidents and near misses are able to learn from their own experiences. However, the very best organisations are also keen to learn from other people’s experiences, not just their own.

Strategic business consulting - incident reviews

The sad story of 10-year-old Sam Boulding, who died of asthma a number of years ago when his parents were unable to call an ambulance on their faulty telephone, offers your organisation an opportunity to learn from other people’s experiences and reflect on how incident reviews might help you avoid a similar situation.

Phone service provider, Telstra had not technically breached its customer service standards by not repairing the broken phone line. But community expectations of the information and service which should have been provided to Sam’s home were higher, with then Communications Minister Richard Alston describing as “pretty slack” Telstra’s system of dealing with priority needs customers.

Following the widespread criticism of its telephone fault repair processes and its handling of priority connections, Telstra faced rigorous new licensing conditions and reviewing operating policies, systems and processes to ensure such an incident does not happen again.

Lessons and Incident Reviews

Do any of your customers have special or critical conditions which might cause them to rely in some way on your products or services? Would you even know? If you do know, is the information available to all the people in your organisation who might need it? Have you had any ‘near misses’ that warrant formal incident reviews to avoid similar situations arising in the future? Are you ruthless in facilitating incident reviews internally, before external pressure forces an incident review on you?

Do you have the right operating policies, systems and processes in place to fulfil all reasonable expectations? (And given that community expectations of what is reasonable can change quickly, maybe even some which might seem a bit unreasonable?)

Reviewing issues such as these should be a central part of your regular business strategic planning process.

 

Quote of Note

“Yesterday’s miracle is today’s intolerable condition.”

Lewis D Eigen

 

Incident reviews help your organisation learn without having to endure the worst experiences some organisations face. Contact us for details about how we can help by professionally facilitating your incident reviews on site and in confidence.

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Our consulting services help you get more business – especially from the web.

How we do this varies according to your needs.  Our expertise includes marketing and strategy consulting, group facilitation and leadership development.  We share our expertise as a professional meeting facilitator and via conference presentations and seminars, online training and website development. The scope of our business consulting services covers the three key areas which underpin your business success:

Strategic Planning FacilitationStrategic Planning Facilitation Services

Successful organisations are built on a strong strategic foundation. With her depth of insight and practical experience, Kerrie Mullins-Gunst is a highly sought-after meeting facilitator who specialises in helping leadership teams to navigate complex business issues.

  • Facilitation of strategic planning, evaluation and review for business owners, leadership and management teams, executive groups and boards
  • Business strategy implementation and change management programs for special project groups and specific departments in business, government, professional and industry associations or other organisations
  • Stake-holder communication and group facilitation services, incident management or review meeting facilitation and identification and proactive negotiation of smouldering crises and controversial issues facing industries and organisations

See more details about our Group Facilitation Services

Marketing Plan TemplatesCustomised Marketing Plan Templates

Successful organisations translate their strategy into actions of value for their clients. As your marketing consultant, KMG Consulting will create a special customised marketing plan template, including powerful internet marketing strategies, to translate your marketing objectives into real business growth.

  • Conduct a marketing audit, clarify your marketing objectives and develop a customised marketing plan template for your business, including relevant online marketing strategies
  • Internet marketing consulting and review of your online marketing strategy, including website development, social media marketing and internet marketing promotion, mobile websites, QR code marketing, interactive marketing, video marketing, membership systems and more

See more details about our Business Consulting Services and Internet Marketing Consulting

Leadership DevelopmentLeadership Development

Strategic plans and Marketing templates are worthless if your people don’t have the leadership skills to deliver. Fortunately developing these skills is easier now than ever, thanks to new online technologies.  We offer time-saving online leadership coaching and training as well as and face-to-face contact to ensure your key people quickly develop all the skills they need to deliver your strategy.

  • Individual executive coaching services
  • Management group coaching, training or mentoring programs
  • Seminars, workshops and presentations to develop the full range of knowledge, skills, attitudes and behaviours required for successful and meaningful leadership.  These can be delivered either online or at your workplace, meeting or event
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See more details about our Leadership Coaching Services We facilitate your organisation’s success through professional consulting services that identify and implement the most effective business strategy, marketing templates and leadership development programs for your individual situation and requirements.

Business Owners, Managers and Team Leaders

Are you struggling to reach your marketing objectives and get the business results you want and need from your people?

  • Does it sometimes seem that the more people you have working for you, the more you have to do yourself? strategy and marketing consulting
  • Is every change you make resisted?
  • Are you having trouble eliminating the urgent so you can work on what’s really important – like reaching your marketing objectives?
  • Do you find yourself so caught up in today’s challenges that you can’t focus on what’s important?
  • Do you have so much to do already that you just don’t have time to train your people or develop good systems and processes?
  • Are you ready to move beyond management to leadership, and to fulfil your potential, as well as that of your team and your organisation?

Have you discovered that running your business isn’t quite as easy as it sounded when you first started out?

  • Do you struggle to keep your team focused on the main game and YOUR goals?
  • Do others understand and embrace your vision? Or are they just resisting it?
  • Are you struggling to attract enough clients or customers to support your business growth and reach your marketing objectives?
  • Are you too busy with day-to-day issues to fine tune your marketing program to match your marketing objectives, let alone embrace and capitalise on new online marketing strategies?

Well, you’re not alone  …  and you’ve come to the right place!

Kerrie Mullins-Gunst, Principal KMG ConsultingHi, I’m Kerrie Mullins-Gunst, Principal of KMG Consulting. And yes, there are proven, effective ways you can lead your people, and your business, to exceptional results.

When you use them, you’ll enthuse people, inspire change and succeed as a leader and as a business person with a lot less struggle and effort. Your team will embrace your marketing objectives and vision for business growth. Your ideal clients and customers will find you without you constantly needing to pursue them.

Since 1993 I’ve worked with people just like you to help them identify and implement the most effective business marketing objectives and leadership development strategies so their business grows.

And I’d love to show you how to get great results out of all the people you lead.

So here’s what you should do next…

First, collect your copy of my free Leadership Resources Pack – waiting for you right now, with my compliments.

Second, have a look through the range of Services offered by KMG Consulting to see just some of the different ways we can help you develop a successful business strategy, reach your marketing objectives and grow your business by developing leadership in your people.