\nThomas Fejfer, of CFN PEOPLE, recently shared this question on LinkedIn.\u00a0 He had recently started coaching some IT service personnel who had been through KT training. \u201cTheir manager came in and asked us if we could do some \u2018KT magic\u2019 on network slowness, an issue that had been ongoing for a year<\/em><\/strong>. The manager didn\u2019t know what to do and top management was annoyed.\u201d<\/p>\n
Two volunteers spent 30 minutes using KT Situation Appraisal (SA), the KT tool that helps us answer the question \u201cWhat do we need to know?\u201d Their work, made the manager\u2019s day. What are the differences between A and B? While both A and B refer to network slowness, by using SA for just 30 minutes<\/em><\/strong>, the volunteers broke apart overlapping and potentially confusing issues and identified \u201cB,\u201d three concerns that might require action, providing a basic roadmap for moving ahead.<\/p>\n Tackling \u201cA,\u201d had gone nowhere. In fact problems, decisions and risks are often complex enough that it is faster to step back and analyze the situation\u2014separate what we know and what we don\u2019t know \u2014because there may be several problems, decisions or risks involved that may need different analyses or may not need analysis at all. In IT service or any milieu, the complexity of products, platforms, versions, processes, and communications can create layered issues that need to be untangled into manageable pieces.<\/p>\n Once the volunteers had separated out the different concerns, they were able to determine which ones needed additional analysis to get to cause and were quickly able to gather the facts they needed.<\/p>\n The Situation Appraisal process is a great first step for issue resolution. This process can, but does not have to follow the sequence of activities shown in this graphic:<\/p>\n \u201cThe network is slow,\u201d or any intractable concern, is often the last visible effect in a chain of cause-and-effect events. By using Situation Appraisal to look at the slow network, the volunteers looked beyond the final visible link (slow network) to identify each of the conditions that formed a chain of events that, once identified, could be clarified and addressed appropriately.<\/p>\n","protected":false},"excerpt":{"rendered":" A: \u00a0The network is slow B: \u00a0When clicking \u201dattach\u201d in an Outlook email, nothing happens for 10 to 30 seconds Emails sent at different times are received in \u201dclumps\u201d Delivery orders (PDFs) take 20 to 45 seconds to open Thomas Fejfer, of CFN PEOPLE, recently shared this question on LinkedIn.\u00a0 He had recently started coaching […]<\/p>\n","protected":false},"author":5,"featured_media":578,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"ppma_author":[163],"class_list":["post-24204","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-other"],"acf":[],"yoast_head":"\n![\"\"](\"https:\/\/kepner-tregoe.com\/default\/assets\/Image\/blog\/SituationAppraisal.jpg\")
![\"\"](\"https:\/\/52.175.201.140\/default\/assets\/Image\/blog\/SituationAppraisal.jpg\")
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