Your team is fixated on reactive support. How can you shift their focus to proactive maintenance?
Is proactive maintenance on your radar? Share how you transition from reactive to proactive support.
Your team is fixated on reactive support. How can you shift their focus to proactive maintenance?
Is proactive maintenance on your radar? Share how you transition from reactive to proactive support.
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Report on the benefits of proactive measures in KPIs. Plan proactive tasks and innovation times for your team. Gather feedback on significant issues. Identify users' challenges and provide resources. Assign specific processes or systems to team members.
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To shift the team's focus from reactive support to proactive maintenance, I start by showing how a proactive approach reduces long-term issues and improves system stability. I highlight examples where minor checks could have prevented major disruptions, making the benefits clear and relatable. Next, I encourage integrating scheduled maintenance tasks, automated monitoring, and regular system health checks into our routine. By setting measurable goals for reducing incidents and rewarding proactive efforts, I help the team see the value in addressing potential problems early. This approach gradually builds a culture of prevention, rather than just responding to issues as they arise.
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Promote a mindset where team members actively seek potential issues and solutions. Recognize and reward team members who identify and address potential problems before they escalate. Encourage continuous improvement and learning from past incidents. Conduct routine system checks to identify and fix potential issues before they impact users. Use monitoring tools to track system performance and identify potential bottlenecks or anomalies.
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Had this exact problem. We weren't patching any servers except when we built them initially and when there was a specific application requirement. It was all about fixing it only when it broke. That didn't work for me. We set up a server for patching, subscribed all of the servers to that system, and told the business users that on the 1st Saturday of the month, we patched Dev, and on the 3rd Saturday, we patched Prod. We put the onus on them to submit a request and justification not to have us patch their servers. This approach let us correct a wide range of issues that in reactive mode we could never get permission for the downtime windows.
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Shifting a team’s focus from reactive support to proactive maintenance requires fostering a mindset centered on prevention and long-term system health. Begin by setting up monitoring tools and dashboards to give real-time insights into system performance, helping the team detect and address potential issues before they escalate. Encourage the team to analyze patterns in previous incidents, identifying root causes and implementing preventive solutions.
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