Infrastructure is a large part of what is required to employ Proactive Operations.
You can’t hit the level of performance needed for world-class recognition without it.
You can have an effective strategy and the right technology but miss the mark on infrastructure, and you’ll still be just shy of where you need to be.
Now, you probably already know you need to address your infrastructure. It’s why you’re reading this article.
Your communication channels are disjointed, you deal with regular bottlenecks, and no one is ever on the same page.
It troubles you, and you’re tired of it, right? A proactive leader knows to start the process before this year is over, and you’re already into 2017.
You’re ready for a stronger foundation going into the New Year.
But, you don’t know where to start.
That’s fine. We’re here to help.
Let’s get you geared up for 2017 by cementing the infrastructure you’ll need to achieve (and maintain) Proactive Operations for years to come.
How is your incident management system currently being utilized? What’s your current structure?
Better yet, do you even have an infrastructure for excellent management, communication, and order?
At this point, if you don’t have a something in place – anything – you’re not getting the crucial data you and your team need to improve your processes and protocols continuously.
Logging in incidents is only one piece of the puzzle.
Let’s polish your incident management infrastructure so that you can achieve Proactive Operations.
Giving your staff the ability to communicate effectively is the goal of developing a solid foundation. You’ll then understand why your infrastructure is so vital to the success of your incident management process.
Your new infrastructure will include representatives from each department where an incident could potentially have an effect on.
This is where you’ll control the whole show on game day. You and your front-of-house staff will put up shop in a location that’ll give them a visual of the entire stadium bowl – full awareness.
Your front-of-house department representatives include:
It’s important that the front-of-house dispatcher monitors a single radio channel for incoming communications. This proven method reduces radio traffic, allowing for all representatives in the command center to receive any calls-for-service and incident details from a central source.
Every department representative needs to have the ability to view and manage their own department’s incident management dispatch queue within the command center.
All incidents coming into your system, and their associated details, should be viewable and manageable by all departments, simultaneously. Segmenting dispatch screens will allow your reps to focus on their incidents while the central dispatcher can maintain focus on the overall event.
The back-of-house command center is set up in a separate location to mitigate confusion for departments, enhancing effective communication.
With a similar setup, your back-of-house command center will also include its own central dispatcher who monitors a single radio channel for all back-of-house incoming communications.
The back of house department representatives include:
Having two command centers gives you the ability to create incident records for ‘Back-of-House’ departments and ‘Front-of-House’ incidents effortlessly into your incident management system.
Once you separate these dispatch channels, you remove all communication barriers that will affect your incident management process.
The days of incidents that are dispatched, no status, no status, and no status can finally be laid to rest.
With your new infrastructure in place, you have the right communication lines open. You’ve improved your process with instant communication, multiple users in various locations talking to each other and department segmentation inclusive of the organization and purpose your operation needs.
Now, the status of your property’s incidents from “Dispatched,” “On Scene,” to “Closed,” will be efficiently recording the details into your incident management system. Your real-time data is the effect of real-time communication.
Now we’ll show you the result of having order through the chaos.
You can measure and improve your response times with an operational process. You're getting all the data you need because it’s being documented for your analysis.
You can seamlessly analyze and create a benchmark for what an effective response time of an incident is.
Then, your team can apply what you’ve learned from all the data you’ve captured.
We get it; not every operation is the same. But, we also know we can’t address every type of operation in one article. We do believe this article will set you on the right track for the New Year, though.
Use this information to start strengthening your infrastructure. Make 2017 the year you achieve Proactive Operations. How does that sound?