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Using the 5 WHYs to determine why your SAP Major Incident really happened

Use the '5 Whys' methodology to get to the root cause of your SAP Major Incident.

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Using the 5 WHYs to determine why your SAP Major Incident really happened

  1. 1. Why did your last SAP Major Incident REALLY happen?
  2. 2. WHY? First, pretend you’re a kid again and ask…
  3. 3. WHY WHY? ? WHY? WHY?WHY? HY? WHY? WHY?
  4. 4. We know, it’s extremely annoying.
  5. 5. But after a SAP Major Incident, it’s crucial to get down to the REAL root cause of the issue…
  6. 6. If you don’t do this, you’ll never be able to fix the underlying problem...
  7. 7. Which means the Major Incident will happen again.
  8. 8. WHY? So you need to ask
  9. 9. WHY? 5 TIMES
  10. 10. Only then will you get down to the root cause responsible for the pain of your Major Incident.
  11. 11. Like toothache, SAP Major Incidents really hurt.
  12. 12. Take this example… OUR INTERFACE HAS FAILED!
  13. 13. WHY
  14. 14. Why did the interface fail? Because there was a iDoc error.
  15. 15. Whywas there an iDoc error? Because a legacy system sent the wrong data.
  16. 16. Whydid a legacy system send the wrong data? Because there was no validation on a data input screen.
  17. 17. Whywas there no validation? Because it wasn’t in the spec.
  18. 18. Whywasn’t it in the spec? Because our requirements specification doesn’t mandate that validation must be designed into system changes.
  19. 19. Take this example… BINGO!
  20. 20. Take this example… Because our requirements specification doesn’t mandate that validation must be designed into system changes Now here’s your real underlying root cause.
  21. 21. Take this example… And more importantly, You’ve identified something you can actually fix. Because our requirements specification doesn’t mandate that validation must be designed into system changes
  22. 22. You’ve now found a way to stop similar incidents like this disrupting your business operations again in the future.
  23. 23. And you can go back and identify other validation issues that may cause interfaces to fail. You’ve now found a way to stop similar incidents like this disrupting your business operations again in the future.
  24. 24. We’ve got a ready-made template for reporting on SAP Major Incidents… DOWNLOAD
  25. 25. basistechnologies.com A faster, better way

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