👍SVP Shifts Focus from Why to What Changes Post-incident
Focus on System Changes, Not People
TL;DR
An SVP emphasizes changing systems to prevent future incidents rather than focusing on who's at fault. This approach builds trust and drives real change.
A few months ago, an incident occurred that didn't warrant panic but did prompt a call with an SVP. Instead of asking 'why,' the SVP asked 'what changes?' This shift focuses on system improvements rather than blaming individuals. Understanding an issue doesn't equate to fixing it. A good explanation can sometimes make things worse. The key is to ask what needs to change to prevent similar failures in the future. This approach builds trust and drives real, lasting change in organizations.
Key Points
SVP asked not to go into details, focusing on future changes instead of past mistakes.
Understanding an issue doesn't automatically lead to fixing it; a good explanation can sometimes make things worse.
The SVP's question: 'Given reasonable people produced this outcome, what needs to change?'
The focus should be on changing the system, not the people involved in the incident.
A good explanation is not a fix; corrective actions should be independent of people's memories.
Why It Matters
This approach affects how teams handle incidents, focusing on system changes rather than individual blame. For example, a devops team might implement new monitoring tools or process changes to prevent future issues, rather than conducting a blame-filled postmortem.
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