One of those annoying disruptions happened to me a couple of weeks ago on a high speed train journey. It was outside the typical supply chain context, but caused me to think about how important it is to pro-actively define ways to manage the unexpected.

Let’s start with the train plot:

Imagine yourself sitting in a modern reliable high speed train. In the middle of nowhere the train tears down the high voltage wire, causing all signals to turn red and an emergency stop. Doors and windows must remain shut for passenger safety, and there is no power supply. Outside the sun is shining and the temperature is rising to uncomfy levels. The information about what happens is sparse as no power means no intercom.The crew walks around stating that ’someone is investigating the problem’, ‘we do not know how long it will take’, ‘we will know more in an hour’.

After two hours, all passengers are sweating, the train crew is doing their best but are also getting frustrated. Meanwhile, train after train is passing on the parallel track…

Eventually, the train control center clears a later train to stop besides our train, so that all passengers can be transferred (climbing down and up on ladders between the wagons). And then you have to stand for an hour and a half until reaching the final destination so happy ending but five hours behind schedule.

Several things could have been better: information to passengers during the stop, compensation for the delay, and more… It is intricate to balance the different objectives of time, cost, passenger safety and services. I started to write this in agony but let it rest a while, and now I actually think the train company made the right priorities and decisions. I also think that they followed the below basic and very essential steps:

1. Define the scenario what disruptive situations could occur?
2. Identify potential problem situations make sure there are ways to collect information that compares planned and actual progress and captures discrepancies and events.
3. Detect and alert tie the specific situation to an escalation workflow and propagate the info.
4. Act to resolve problems a plan for the required measures and actions should tie to the elapsed time of the situation and to potential ripple effects.
5. Follow up verify resolution, learn and adjust plans and action instructions to improve, prevent and (best) eliminate similar situations.

What do you think had the train operator done their homework and prepared for preventive action according to this?

Are you following these steps and using event management software to manage situations like the above? If not, do.

Building event-driven actions into you processes will make the unexpected expected.

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