Tool 51: Critical Incident

AKA

Incident Analysis

Classification

Data Collecting (DC)

Tool description

The critical incident process is recommened when some issue or aspect of a case under study needs to emphasized or deserves special attention. The critical incident is discussed and on-the-spot comparisons to other real life situations are made.

Typical application

• To relate critical incidents or lessons learned to one's own experience.

• To learn what has worked for others.

• To analyze cases for the purpose of discovering approaches that will prevent future problems.

Problem-solving phase

→	Select and define problem or opportunity
→	Identify and analyze causes or potential change
→	Develop and plan possible solutions or change
	Implement and evaluate solution or change
	Measure and report solution or change results
	Recognize and reward team efforts

Typically used by

1	Research/statistics
	Creativity/innovation
	Engineering
	Project management
	Manufacturing
2	Marketing/sales
	Administration/documentation
	Servicing/support
	Customer/quality metrics
3	Change management

links to other tools

before

• Data Collection Strategy

• Information Needs Analysis

• Interview Technique

• Buzz Group

• Case Study

after

• Critical Dialogue

• Starbursting

• Different Point of View

• Circles of knowledge

• Panel Debate

Notes and key points

• The Critical Incident method can be used to focus on some critical aspect of a case when performing a case study.

Step-by-step procedure

• STEP 1 The team receives a handout to be read that describes a success story, a missed opportunity, or a changed project outcome. See example Studying the Importance of Customer Satisfaction.

• STEP 2 After all participants have familiarized themselves with the case, an outline of the most important points made is drawn on a whiteboard or flip charts. Limit the list to four or five items for discussion.

• STEP 3 The critical incident is identified and analyzed by the participants.

• STEP 4 Last, participants discuss lessons learned and how this analysis can best benefit them.

Example of tool application

Studying the Importance of Customer Satisfaction

"Moments of Truth"

The only thing that counts is a satisfied customer.

—Jan Carlzon, SAS

Jan Carlzon, president of Scandinavian Airlines System (SAS), feels that employees have 50 million chances every year, the Moments of Truth, to demonstrate to the traveling customer a personal commitment to achieve complete customer satisfaction through their interaction with the customer every time.
Question: What are your moments of truth?