What would have been the optimal response time? They fixed the immediate problem as fast as they could and gave a preliminary RCA, then they did a longer-term RCA and fix. I feel this shows maturity by not rushing to immediate
conclusions and trying to do a 5-Whys drill-down to fix the underlying cause. Furthermore, they also took steps to actually fix the problem by pointing out they moved the human out of the loop in one aspect and that's always a good thing (unless the replacement software is faulty itself of course).
Also, in response to the list, I believe [3&4] are actually the same thing, are they not? The operator was the one who made the 'decision' by accidentally ignoring the incremental config change policy that was in place and did it all at once. This was identified as a human error and they fixed it by enforcing incremental changes.
Comments
What would have been the optimal response time? They fixed the immediate problem as fast as they could and gave a preliminary RCA, then they did a longer-term RCA and fix. I feel this shows maturity by not rushing to immediate conclusions and trying to do a 5-Whys drill-down to fix the underlying cause. Furthermore, they also took steps to actually fix the problem by pointing out they moved the human out of the loop in one aspect and that's always a good thing (unless the replacement software is faulty itself of course).
Also, in response to the list, I believe [3&4] are actually the same thing, are they not? The operator was the one who made the 'decision' by accidentally ignoring the incremental config change policy that was in place and did it all at once. This was identified as a human error and they fixed it by enforcing incremental changes.