The Weidenhammer Blog

Improving Reliability Through Standardization

Posted on: May 13th, 2014 | Category: Business Consulting

Improving reliability improves the user experience for all of your employees.   The best way to improve reliability is to standardize processes, procedures, and applications as much as possible.

Tracking down the root cause of an issue so that it can be fixed permanently and quickly will make your employees (your internal customers) more satisfied with IT’s work. This has two effects: internal customers recognize that problems will occur from time to time, but their main concern is how IT reacts to it and fixes it.

Is there a regular process in place to diagnose the problem, solve it, and document the fix? By doing this, others who have the same problem get fixed very quickly and new workstations that are rolled out can have the fix pre-installed. This is the foundation for Information Technology Infrastructure Library (ITIL). Identify problems, determine root causes, create solutions, and share the information widely so the process is smoother the next time.

Be warned, however, that things will get tougher before they get easier. Documenting and going through a standardized process takes longer initially, but subsequent repairs and fixes take less time because the fix is fully documented.

Gather information from the Help Desk statistics and determine what the most common issues are. Figure out what the root cause is and then develop a standard solution for it. Going forward, that issue should be easier to fix and may even be eliminated if a permanent solution can be found. What actions or processes have changed as a result of your Help Desk ticket analysis?

Weidenhammer consulting Group can help you improve the reliability of your business. We work with business and IT leaders to implement standard processes that solve problems consistently and permanently. Contact Rick Sutton, Senior Business Consultant, at for more information.

Rick Sutton

Rick Sutton

Rick Sutton manages the Weidenhammer Consulting Group, the business consulting division of Weidenhammer Systems Corporation. He has 30 years of leadership experience in business management, including 20 years in strategic planning, information technology, operational improvement, project management, and risk management. Rick has worked in a variety of industries including financial services, information technology, pharmaceuticals, manufacturing, and consulting. He has managed information security and project management offices for both financial service and manufacturing companies. Rick has developed business and IT strategic plans for a variety of companies. He regularly performs technology assessments, developing strategic road maps for companies to improve their IT operations and increase their reliability. Most recently he helped develop the business continuity plan for a regional bank in New Jersey and he developed the IT strategic plan for a distribution consulting firm in Pennsylvania. Rick is a certified Project Management Professional (PMP) and a Certified Information Systems Security Professional (CISSP). He has a degree in Finance from Villanova University and a MBA in Finance from Drexel University.