I was re-reading this article again about the global Microsoft breakdown caused by CrowdStrike. I quote,

“Even basic checks by a human developer would have found the problem.”

So how could a multi-Billion dollar company make such a basic mistake?

Their root cause analysis sheds light on a common but costly mistake in business: unclear roles and responsibilities. When everyone assumes “someone else” is handling a task, the task could be dropped, nothing gets done, and the consequences can be disastrous.

CrowdStrike’s failure reminded me and teaches us that we MUST use the RACI matrix (Responsible, Accountable, Consulted, Informed). It’s obvious that for them, key tasks were either overlooked or assumed to be someone else’s responsibility, leading to delays and miscommunication.

Here’s how SMEs who want to grow and increase gross profit can learn from CrowdStrike’s mistake to reduce mistakes, rework and unnecessary costs:

1/ Assign Clear Responsibilities:

For every business task, ensure someone is explicitly Responsible and another is Accountable. For example, if CrowdStrike had clearly assigned the Responsibility of Quality Assurance to one team, before publishing the software updates, the issue could have been caught earlier.

2/ Avoid Role Overlaps:

Ensure no task is left in limbo. Overlapping Responsibilities means that crucial decisions are delayed, impacting response time. Use the RACI matrix to define roles so that every task has a clear owner and no one is left guessing.

3/ Regular Check-Ins:

CrowdStrike’s failure to regularly review and adjust roles based on the evolving situation contributed to their mishap. SMEs should frequently revisit their RACI charts to ensure they reflect the current business functions and workflows.

By implementing a robust RACI matrix, SMEs can prevent the kind of missteps that led to CrowdStrike’s issues.

It’s not just about avoiding mistakes – it’s about ensuring smooth, efficient operations where everyone knows their role in driving the business forward while improving the employee experience and customer experience with our business.