What this means for your practice
Assign one incident coordinator while keeping technical responsibility with the appropriate teams. Record decisions, current impact and the next update time in one place.
An example to discuss with your team
Rehearse a multi-supplier outage and ask each participant who owns coordination, the next action and the next stakeholder update.
How to review the arrangement
Rehearse a multi-supplier outage and ask every participant who owns the next action. The answers should agree. Keep one shared record of what is known and what remains uncertain. The practice should have a dependable contact even when the technical cause crosses supplier boundaries.
Keep one clear picture of the incident
The coordinator does not need to carry out every repair. Their job is to keep the affected service, current findings, assigned actions and next communication clear while the relevant suppliers investigate. Agree who takes that role and how it transfers if the incident continues beyond their availability.
In a practice exercise, ask each participant to name their next action and the person waiting for its result. If answers conflict, clarify the handover before relying on the arrangement. Keep confirmed facts separate from suspected causes so an early guess does not become the official explanation. Record important decisions, including temporary changes and the reason for them. The practice should know whom to contact for an overall update even when several technical teams are involved. When service returns, use the shared record to identify remaining checks and follow-up work, rather than assuming that each supplier has seen all the others' messages.
How to check the result
Track incidents with a named coordinator and a current next-action record.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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