Why do good people make bad decisions?


Sometimes we just make decisions and wish them to turn out to be good decisions. Sometimes we don’t evaluate the risk well; sometimes we don’t study the situation deeply enough; sometimes we don’t have the expertise required to analyze the problem and no experts around to consult.

Jack Zenger and Joseph Folkman listed the habits that lead to terrible decisions on an HBR blog:

It is worth checking the list before making decisions. We cannot always guarantee good decisions but at least we can try to avoid the habits to make bad decisions.

Introducing our new plans: Free pass, Express and Plus

We are excited to announce the launch of our new price plans.

We offer every organization the option to use EZPro Service Management for free for up to 3 agents and unlimited users.

Besides Free pass we have two plans: Express and Plus. The main difference between Express and Plus is the available modules. While Express and Plus plans provide Service Management, Plus has additional modules: Problem and Change Management.

All plans support unlimited users.

All paid plans have Free Trial for 30 days.


How can I capture the Service life cycle in EZPro?

If the service starts with a client call or event monitoring, the first step is to create an EZPro service request with the type of Incident. The goal of the incident management is to resolve the incident immediately by a permanent solution or a work around. You can share the resolution by publishing it in EZPro Knowledge base to users.

The next step is to find the root cause of the incident. To achieve that an EZPro problem request is created and used to track the analysis. Related incidents are linked to the problem request. If the solution requires training or knowledge sharing, EZPro Knowledge base is updated. After being finalized, the solution is linked to the problem request and published to users.

If the solution requires a change in the system or procedure, an EZPro change request is created to start the change management process. Related problems, training and supporting documents are linked to the change request that follows the defined approval procedure.

This is a typical service life cycle. Sometimes, you face variations such as an incident resolution that requires a change in the system. In that case, an EZPro service request is linked to an EZPro change request directly to implement the immediate resolution.

How can I utilize EZPro for managing projects?

EZPro is designed for service management that is an ongoing organizational function with predefined routing rules, procedures and repetitive output. Unlike operations, projects are temporary and unique with specific time frame. However, you can utilize EZPro for project management as well.


  • Create a new category for the project
  • Create a new group for the project team
  • Assign the project team members to the new project group
  • Customize routing rules for the new project category
  • Use service requests for project tasks
  • Utilize the custom routing rule that you defined above or assign tasks to project team members directly
  • Link related project tasks
  • Tag project tasks under the project name
  • Use the project name tag link on the dashboard to list and manage project tasks

Using EZPro for project tasks and operation adds value especially when you share resources.


How do you change the language in EZPro?

EZPro is a multilingual SaaS. The language is set at the organization level. Administrators who have rights to the Company/Organization profile can select the language for the organization. With this set up not only the language but also time, date and address formats are set.


Also, users can select the language for their login page.



Fishbone is not fishy



We have discussed 5 WHYs to identify root causes of a problem in our previous blog.

What is more fun than 5 WHYs? It is a visual representation of WHYs – Fishbone or Ishikawa diagram.

The outcome of this technique is a diagram that looks like a fishbone. It was created by Kaoru Ishikawa in 1960s to show causes of an event. Initially, fishbone diagrams were used as a quality control tool but can be used for root cause, bottleneck or process analysis.

How do you build a fishbone diagram?

1.    Set up a group/team, use a pen and paper or a board and chalk to draw the diagram.

2.    Discuss and define the problem to solve. Draw the “backbone of a fish” and write the problem.

3.    Discuss how to categorize causes. You can pick one of the established approaches or come up with your own way.

McKinsey 7S Framework offers Strategy, Structure, Systems, Shared values, Skills, Style and Staff as categories.

4Ps of Marketing suggests Product, Place, Price, and Promotion.

Functional approach uses Machine (or Policies), Method (or Procedures), Materials, Measurement, People and Environment.

Draw bones coming out vertically from the backbone of the fish. Label each bone with a category.

4.    Brainstorm causes for each category and draw shorter lines coming out of bones. Label lines with causes.

5.    Break causes into sub-causes if they are too complex or crowded.

6.    Complete your diagram, analyze it; turn it around, clean it and analyze it again.

Fishbone diagram is effective and visual. A group can engage in exploring reasons and brainstorming robust solutions successfully.

It is simple and inexpensive. It doesn’t require any tool. You can build a fishbone diagram with limited quantitative data available for analysis.

Here is the link to some fishbone diagram templates:

Let us know your experience with fishbone diagrams.


Q: What is common between toddlers and problem solvers?

The question Why? on a cork notice board

A: They ask WHYs more than anything else.

“Honey, we need to go home. “


“Because it is dark.”


“Because it is night and the sun went home.”


“Because the sun was up whole day and was tired of shining down on the park. The sun needs to rest.”

“But, but… what about the moon? The moon is up. Why is it still dark?”

Toddlers are curious about the world and want to understand better what is going on around them. Problem solvers are curious about problems and want to understand what caused them.

Ask WHYs to identify the causes of a problem is one of the most critical part of RCA (Root Cause Analysis). The idea is to separate causal causes from root causes. When a root cause is removed from the sequence of the problem, the undesirable outcome is prevented from occurring. While a causal cause has an impact on the problem, removing it doesn’t prevent the recurrence of the problem.

Six Sigma uses the 5 WHYs technique in the Analyze phase of the Six Sigma DMAIC (Define, Measure, Analyze, Improve and Control). You keep asking WHYs until you identify the root cause of the problem and determine the relationship of the root causes of other problems.

The 5 WHYs technique is powerful because it is

·         Simple – doesn’t require any tool.

·         Effective – allows separating symptoms from causes easily.

·         Comprehensive – allows linking different problems, analyzing their root causes and their interactions.

·         Flexible – works alone or with other techniques.

·         Engaging – stimulates brainstorming and team work.

·         Inexpensive – just a team exercise.


You have a question. Wait…don’t email or call

Did you ever spend hours to sort out what really happened through emails for a postmortem report or an issue analysis? I hear you saying ‘yes’. Remember you were frustrated about communication gaps in your analysis?

We built the communication tool into EZPro Service Desk to communicate and report efficiently. 


If you start working on a request and have a question for the submitter, don’t email or call, but send a message from EZPro.

You can add other users to the message. The submitter receives an email about the message, clicks on the link provided in the email and responds to your message.

Besides notification emails, the submitter tracks incoming messages in the Dashboard.

Using EZPro communication saves time as you don’t need to explain what the message is about. The message is linked to the request. The message receiver clicks on the Reply button in EZPro to respond to the message. You have the option to open a new message thread or continue one. EZPro stores not just the date and time but also the context. That gives the true picture of the request status.

We love wearable “Internet of Things” especially when they fix problems!

smart lens

It has nothing to do with Service Management or Saas but we are always excited about smart tech that makes lives better.

If you haven’t heard about the partnership of Novartis and Google, we would like to share the news with you. Google and Novartis announced that they will create smart contact lenses to monitor blood sugar level and correct vision.

Is this wearable technology a solution for almost 400 million diabetics worldwide who need to monitor their blood sugar and administer their insulin dose to keep their levels under control? We will wait and see. The prototype will be ready by early 2015.


Why are you not there?

beds and umbrella on a beach

You have been longing for this vacation since last year. You found the best hotel and the cheapest ticket. But you cannot even take a day off now.

The office is a mess. Recent software and network issues resulted in spurring long wait times on the phone and too many unread emails in your team’s inbox. You don’t even know what caused this chaos; and what business services were affected.

Before your dream vacation becomes a dream, register EZPro. Don’t wait.

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