Move fast and learn from incidents

Description

Organizations successfully adapt to change by learning from incidents: developing ways to prepare, examine, discuss, and imagine them.

Ryan Kitchens, Lorin Hochstein, and Nora Jones go beyond the traditional ways of responding to and learning from incidents to explore more effective approaches and techniques that help you build the capacity to encounter failure and manage the consequences of failure successfully.

You’ll then have the opportunity to role-play different incident scenarios.

Schedule

• 9:00am–9:30am Introduction
• 9:30am–10:30am Exercise #1
• 10:30am–11:00am Coffee break
• 11:00am–12:00pm Exercise #2
• 12:00pm–12:30pm Debrief

Outline

Set context about what’s going to happen in the tutorial

• Focus is on eliciting details about an incident
• Role-playing exercises
• Schedule

Examples of things we can learn

• Gaps
• Skill transfer
• Shared understanding

Questions should reveal (from Etsy Debrief Facilitation Guide)

• Cues that lead people to make observations
• Context for assessments or judgments
• Rationales for choices or decisions
• Things that people know (and might assume are common knowledge)
• People’s states of mind at the time
• Mental models for how things “should” work
• Factors that led people to take a specific action
• Signals that bring people to ask for help

Traps to avoid

• Root cause and why
• Human error
• Counterfactuals

Exercises

Put your new skills to use during incident role-playing scenarios, where you will have the opportunity to play someone involved in the incident or an incident investigator. TAs and presenters will be there to guide the exercises.