Author Archives: Wayne Brown

Technically Speaking – Happy Thanksgiving!

Posted: November 23rd, 2017 in Software, Technical Support, Technically Speaking

TapRooT® is a company based in the United States and we wanted to wish all other U.S. clients a Happy Thanksgiving today, November 23! We are out of the office Thursday and Friday, but will be back ready to go on Monday morning. We are grateful for all our U.S. and global clients and look forward to connecting with you next week!

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – September Customer Satisfaction Survey Prize Winner

Posted: October 12th, 2017 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.
Everyone, congratulate Scott Bittner, Dover HSES Manager from Edgewell Personal Care as the winner for the month of September!

Technically Speaking – Predictive Location and Currency

Posted: October 5th, 2017 in Software, Technical Support, Technically Speaking

With the latest release of TapRooT® VI comes new features. Two of those features are Predictive Location and Currency, both of which are custom field features.

 

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor. Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – August Customer Satisfaction Survey Prize Winner

Posted: September 7th, 2017 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.
Everyone, congratulate Jeff Salter as the winner for the month of August!

Technically Speaking – Help Desk Humor

Posted: August 17th, 2017 in Software, Technical Support, Technically Speaking

Are you stuck trying to find the right questions to ask to determine the Root Cause or what lead up the incident? Let the TapRooT® method and software help you with these questions by using optional techniques. To learn about these optional techniques and the TapRooT® method check into attending a course near you by clicking HERE.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – User Settings Menu

Posted: July 27th, 2017 in Software, Software, Technical Support, Technically Speaking, Video, Video Depot

In an effort to make our new TapRooT® users aware of the great features introduced in TapRooT® VI, we want to highlight some of our previous posts about TapRooT® VI features. Let’s take another look at User Settings.

If you are unable to view this video we have included a downloadable document that outlines this feature.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor. Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – Helpdesk Humor

Posted: May 11th, 2017 in Software, Technical Support, Technically Speaking

We found the root causes to why our IT department kept getting lost: “Situation not Covered” and “Format Confusing”.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, it doesn’t mean it has to be complicated!

Technically Speaking – TapRooT® VI Exporting Trending Data

Posted: April 13th, 2017 in Software, Technical Support, Technically Speaking, Video, Video Depot

Here is a quick video highlighting the Export Trending Data feature in TapRooT® VI.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, it doesn’t mean it has to be complicated!

Technically Speaking – February Customer Satisfaction Survey Prize Winner

Posted: March 2nd, 2017 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.
Everyone, congratulate Scott Soles from CB&I as the polo shirt winner for the month of February!

Technically Speaking – TapRooT® VI Attachments

Posted: February 23rd, 2017 in Software, Technical Support, Technically Speaking, Video

Here is a quick video highlighting the Attachment Tab and how to upload files in TapRooT® VI.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, it doesn’t mean it has to be complicated!

Technically Speaking – Helpdesk Humor

Posted: January 19th, 2017 in Software, Technical Support, Technically Speaking

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This could be considered as Misunderstood Verbal Comm. But the real reason the IT guy was upset is that the Java wasn’t shared.

Technically Speaking is a weekly series that highlights various aspects of the TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – November Customer Satisfaction Survey Prize Winner

Posted: December 8th, 2016 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.

Everyone, congratulate James Marler from Halliburton as the polo shirt winner for the month of November!

Technically Speaking – September Customer Satisfaction Survey Prize Winner

Posted: October 6th, 2016 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.

Everyone, congratulate Tom Shuman as the polo shirt winner for the month of September!

Technically Speaking – Helpdesk Humor

Posted: September 22nd, 2016 in Software, Technical Support, Technically Speaking

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Root Cause: No Training or Continuing Training NI? If you need to brush up on your understanding of Root Cause Analysis or would like to get more training click HERE to find a course near you.

Technically Speaking is a weekly series that highlights our TapRooT® VI software and occasionally includes a little Help Desk humor.
Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – How to Create a New Incident in TapRooT® VI

Posted: August 11th, 2016 in Software, Technical Support, Technically Speaking

Today I am going to talk about how to create a new Incident, Investigation or Audit. If this is the first time using TapRooT® VI you may notice that the look has changed and a few things have been added. To create an Incident, Investigation or Audit, simply click on the “Create New” tab and then select Incident, Investigation or Audit.

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Now let’s look at creating a new Incident, to do this select “Create New” then select Incident. Later on, we may find that an investigation is needed to be performed, and, in previous versions, this would mean that we would have to create a new investigation but not with TapRooT® VI. One of the many features that were added in TapRooT® VI is the ability to add an investigation to any Incident that you created. This process is accomplished directly for the open Incident, all you need to do is click on the Add Investigation tab. From here, you will then perform an investigation as normal.
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Lastly, let’s look at creating Audits. To do this, select “Create New” then select “Audit”. One feature about Audits I would like to point out is you can select a future date for your Audit. This will allow you to plan Audits days or weeks in advance.

Technically Speaking is a weekly series that highlights our TapRooT® VI software and occasionally includes a little Help Desk humor.
Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – SnapCharT® Versions in TapRooT® VI

Posted: July 7th, 2016 in Software, Technical Support, Technically Speaking

Hello and welcome to the Technically Speaking blog. This week we will talk about Versions in SnapCharT® a new feature in TapRooT® VI. You may be thinking how could I use different Versions of my SnapCharT®? We will go over some examples but first let me show you how to save a version. With your SnapCharT® open you will see the Save_a_Copy icon in the upper left-hand corner. After clicking this icon you will be prompted to give this copy a name.

ListAdmin
Click on the image to view a larger copy in a new window

For those of you that are familiar with our version 5 software, think of versions as the different seasons of SnapCharT® but with more *flexibility*.

As you can see from the image above I already have a version saved. In this example, I wanted to keep any questions or assumptions about this investigation on a separate version, after investigating I can go back to my Primary SnapCharT® and add any events or conditions that were created by these questions.

You could also create a “Report” Version of your SnapCharT®. By creating a version of the primary SnapCharT® you can then arrange this in a way to make it easier to present to upper management while leaving the Primary SnapCharT® unaltered.

Technically Speaking is a weekly series that highlights our TapRooT® VI software and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – Customer Satisfaction Survey Prize Winner

Posted: June 2nd, 2016 in Software, Technical Support, Technically Speaking

Here at System Improvements, customer satisfaction is very important to us. We strive to ensure our customers’ questions are treated in a timely and efficient manner.

This is so important to us that it’s actually part of our Technical Support Mission Statement:

To provide timely, courteous and effective technical support to System Improvements staff and all TapRooT® customers, achieving customer satisfaction and process efficiency.

In order to ensure we are providing great service, we have implemented a new customer satisfaction rating system, where our customers can rate their experience with our Support Team. The initial feedback has been extremely valuable to us.

As a thank you to all our customers who take the time to fill out a Survey, all respondents are entered into a monthly drawing to win a TapRooT® polo shirt.

Everyone, congratulate Charlie Fewer from Waiward Steel LP as the polo shirt winner for the month of May!

Technically Speaking – Introduction to Report Builder for TapRooT® VI

Posted: May 12th, 2016 in Software, Technical Support, Technically Speaking

Let’s take a walk through a report construction zone. On this walk, we will explore some of the features and elements that can be added to your report in TapRooT® VI and how it can make your reports stand out. But first, I would like to show an example of a finished product then explain how we got the report and help you get an understanding of the different fields for your reports.

PAGE 1

As you can see in the example there are a lot of things that can be shown on the report. The best thing is now you can Customize the report to show what you need it to.  Let’s start at the top of the report with the header. Here you are given the options to display your company’s logo and name, the title of the report and the date created (this is the day that the report is run). 

In the report, we can use Visual Elements to make sections of your report stand out from the rest. Visual elements like images can have your report make a statement and show how extensive the incident actually was and make an impact when reporting to management. Through the report builder, you are given the option to insert either a large image or a small image like the one on the report example above. Other elements such as line breaks, lines, and page breaks will help you separate investigation information from other information gathered from Custom Tabs (Click here to learn about creating Custom Tabs). 

As you can see we included a SnapCap into our report. Are you asking yourself, what is a SnapCap? A SnapCap is simply a SnapCharT® image capture that allows you to take an image of some part of your SnapCharT®. We included a SnapCap that shows our Sequence of Events in our report, but you are given the option to place other SnapCaps that may have been taken.

PAGE 2

On the second page of our report, we added a table showing our Root Causes and Corrective Actions, grouped by Causal Factor. For your report, you can choose to show each individual fields such as Causal Factors, Root Causes, Generic Causes, Action Plans and Tasks. Each one of these can be dragged and placed on the report individually in any order, but by choosing to have the table we create an organized view for presenting to the management team.

Other things that can be included in the report are attachments, Investigation Information and any information that was entered into Custom Tabs. Attachments can include pictures of the incident taken during the investigation. Investigation Information includes Name, Incident Date, Incident Time, Location and Classification (and anything else you want to add).

This concludes our walk through the construction zone of the Report Builder. We’ve looked at the different types of information that can be added to your report and items that can make sections of your report stand out. The only thing left to do if for you to construct your own personalized report.

Technically Speaking is a weekly series that highlights various aspects of our Version 5 software, introduces you to the upcoming TapRooT® VI release and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – Setting Up Classifications and Locations to Trend

Posted: March 24th, 2016 in Software, Technical Support, Technically Speaking

Welcome, this week we are going to talk about setting up locations and classifications to trend. You may ask why I would need to think about how my locations and classifications are added to the software. Well, the TapRooT® software includes reports such as the Root Cause Distribution Report, Top 10 Root Causes, and Pareto and Process Behavior Charts that will allow you to trend data by regions and classification types.

First, let’s show you how to go about adding these locations and classifications. On the left-hand menu in the software we are going to Admin>System Lists>Classifications or Locations depending on the type of data to be entered. If your company is using the enterprise version of TapRooT®, the administrator of the software will need to enter this information.

 

ListAdmin
Click on the image to view a larger copy in a new window

Let’s look at a few examples of location and classification lists. Example A has all the location and classifications under one category. In this type of list, it is hard to tell which location belongs in different regions of your company. When running trending reports with this type of list, it is hard to trend data by different countries, states, regions and categories.

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Next, we have Example B. Here the locations are broken down into regions and the classifications are broken down into different types. With the list in this order, we have a hierarchy. When running trending reports like the Root Cause Distribution Report, you can narrow the output for a certain location or if you like an entire region, depending on how the list is configured.

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And lastly for companies that have several investigators using the single user version we include an import tool. What is nice about this tool is that it can save time by allowing you to set up Locations and Classifications once, and then use this file to import on each computer.

Technically Speaking is a weekly series that highlights various aspects of our Version 5 software, introduces you to the upcoming TapRooT® VI release and occasionally includes a little Help Desk humor.

 

Remember, just because it’s technical, doesn’t mean it has to be complicated!

Technically Speaking – Helpdesk Humor

Posted: February 18th, 2016 in Software, Technical Support, Technically Speaking

HelpDesk

Would you say that some error messages should be classified  as a “Long Message” Root Cause?

Technically Speaking is a weekly series that highlights various aspects of our Version 5 software, introduces you to the upcoming TapRooT® VI release and occasionally includes a little Help Desk humor.

Remember, just because it’s technical, doesn’t mean it has to be complicated!

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