The Role of End Users in Incident Reporting Essay Example

Introduction

An incident report is a record of the seemingly unusual event that occurs in a facility (Nakata, 2017). In the incident records, the details of the occurrence are added in full. For the purpose of collecting the details, it is essential to consider the end users who are the witnesses to the incident. They are a core part of the report as they give the exact details of how the occurrence happened. It is also essential to consider the effects that emotion has on the end users in the incident. The details should be taken as soon as the incident happened to avoid factors such as memory failure from obscuring the sources of information. When an event occurs in any firm, there is a lack of transparency among the workers in the firm, disruption of previous records, inability to recommend solutions to the firm's problems and decreased customer satisfaction. This paper is an in-depth description of the role that end users have in incident reporting and why they should be encouraged to report any cases of disturbance.

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Roles of End Users in Incident Reporting

The end users have the primary part of giving out all the necessary information that they have concerning the incident. They are supposed to do this using phone calls, emails, web forms among other helpful platforms. The data that the end users give is then captured and recorded for analysis. If the collected information is valid and sufficient, then it can be analyzed to come up with the problem that caused the incident and offer some means of solving it. The end user should, therefore, give accurate details to the best of their understanding.

In addition to that, it is the duty of the end users to follow up in already existing requests. They are meant to ensure that the firm has found a solution to the problem and has not just left the request pending. The above measure can be observed by continued check on the customer desk of the affected enterprise. After the solution to an existing incident has been found, the end user must acknowledge that the service that they were receiving is now back to normal. The responses help in determining when to stop applying particular measures that were used in curbing the problem.

Finally, the end user should take part in the surveys that are taken by the enterprise. The organization may require to take into account the activities that happen after the incident. They, therefore, have to collect the data from the end users who are mainly in contact with the product that they sell.

Reasons why end users should be encouraged to report incidents

The end users help in classifying the incident. Depending on the number of end users who are aware of the event and the scale that they were affected by it, it is possible to classify the incident as either a major or just a minor incident. The incident is then prioritized ranging from critical, high, medium and low priority events. The priorities depend on the damage that the occurrence has after analyzing the end users information.

Moreover, the end users help in determining if the solutions that the firm offers to solve an incident are working (Poortvleit, 2018). Due to their role in surveys that are taken after an occurrence, the end users help in clarifying whether the applied methods are effective. They are questioned on whether the activities are back to normal or they have either improved or worsened.

Finally, due to their role in giving the details of any incident, the end users help in identifying the incidents that are happening around them. The essence of this act is to ensure that the organizations have a proper means to detect faults in their system. Such information is also determinant in the expected profits or losses that affirm will have. If many end users show dissatisfaction in the services given, then there is a higher chance that the losses will be incurred.

Conclusion

End users play an essential role in any incident. They are the source of information related to the incidents and how it happened. They are also useful in the surveys that are taken after the occurrence of the incident. It is essential that they are encouraged to give the information concerning the incident in detail and even offer some solutions to the problems at hand.

References

Nakata, T. (2017, January). Text-mining on incident reports to find knowledge on industrial safety. In Reliability and Maintainability Symposium (RAMS), 2017 Annual (pp. 1-5). IEEE.

Poortvliet, P. M., Sanders, L., Weijma, J., & De Vries, J. R. (2018). Acceptance of new sanitation: The role of end-users' pro-environmental personal norms and risk and benefit perceptions. Water research, 131, 90-99.