Resolve a Major Incident (or Problem)
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How to use this checklist
Like this checklist? see the book Basic Service Management for more good service advice.
Pull up one of these checklists when you need it. Anyone may refer to them for free or print a copy.
A checklist used during a single procedure is called a READ-DO checklist: read out an item, do it, check it off.
A checklist used at a point in time or "pause point" in a procedure is a DO-CONFIRM checklist: do what you need to do, then pause to confirm them all on the checklist.
If you register, then the checkboxes become active - check them off as you go - and it will save your progress on the checklist for when you come back later (but you can only have one copy of any checklist, for now).
Please respect our copyright on these checklists. You may distribute them freely within your own organisation, but note that the smart thing to do is to distribute only the link and access the latest version on demand as you need them, as we want to see these checklists improve over time through input from you the users.
If you don't see what you need here, be nice and start one of your own (you will need to register first)
These checklists are inspired by the book The Checklist Manifesto
by Atul Gawande.
A checklist used during a single procedure is called a READ-DO checklist: read out an item, do it, check it off.
A checklist used at a point in time or "pause point" in a procedure is a DO-CONFIRM checklist: do what you need to do, then pause to confirm them all on the checklist.
If you register, then the checkboxes become active - check them off as you go - and it will save your progress on the checklist for when you come back later (but you can only have one copy of any checklist, for now).
Please respect our copyright on these checklists. You may distribute them freely within your own organisation, but note that the smart thing to do is to distribute only the link and access the latest version on demand as you need them, as we want to see these checklists improve over time through input from you the users.
If you don't see what you need here, be nice and start one of your own (you will need to register first)
These checklists are inspired by the book The Checklist Manifesto
by Atul Gawande.Out now!
New ways of managing to unlock new ways of working.
Plus! The Standard+Case approach
A guide to the Standard+Case approach to service response.
Basic Service Management is now available in Spanish
This book is about how to run services, in any organisation, in any industry. It describes the basics, the core stuff, in realistic pragmatic terms. And it is pragmatically brief - we kept it to 50 paperback pages.
Find out about Rob's other books.
Made in New Zealand 
