What should be done when there is a major incident during project execution?

When a major incident occurs during project execution, assessing whether there are Service Level Agreement (SLA) breaches, customer complaints, or instances of non-conformance is a critical step. This assessment enables the project team to understand the full impact of the incident and to determine the appropriate response. By analyzing whether the incident has led to breaches of agreed-upon service levels, the team can prioritize corrective actions and communicate effectively with stakeholders, including customers. Addressing SLAs and complaints helps to maintain trust and ensures that all parties are informed of the situation, setting a foundation for potential remediation strategies or adjustments to the project plan.

This approach emphasizes the importance of transparency and accountability in project management. Simply reporting to top management or documenting the incident in the project plan may not be sufficient for proactive issue resolution, while immediate contact with the customer may be necessary but should be informed by a thorough assessment of the situation. This understanding positions the team to provide a clearer and more structured response to the major incident.