Summary of experience of emergency treatment guide

There is no universal emergency guide that can cover 100% of the scenes. What is more important than memorizing all the processes is "risk pre-awareness+dynamic decision-making authority+cross-post coordination and tacit understanding". Only by combining the three can the accident losses be minimized.

I used to read more than 200 pages of official emergency guide, and I thought it was all correct nonsense. It was not until last summer that I encountered a leak in the condenser pipe of the air conditioner in the computer room that I really found some doorways. At that time, the plan was written in black and white, "Report the abnormality in the computer room to the operation and maintenance supervisor as soon as possible, and wait for instructions before operation", but it happened that the supervisor was on the highway that day, and the mobile phone was connected to the car Bluetooth, so it took at least 20 minutes for us to contact him, when the water was dripping down the cabinet seam. If it weren't for the courage of the two boys on duty, they directly pulled the switch in the corresponding area and pulled the spare tarpaulin to cover the cabinet, and the servers with half of the customer data in the cabinet would be ruined. Afterwards, the loss can be at least half a year's operation and maintenance budget.

Speaking of this, I have to mention two ideas that have been arguing for a long time in the emergency circle. They are completely two ways: one is the "process-oriented" school, which thinks that all emergency scenarios should be predicted in advance, as detailed as how many bottles of fire extinguishers to put in the fire escape and the date of expiration of each bottle should be written into the guide, so that everyone will not make a big mistake if they follow the process strictly; The other school is the "ability-first school", which thinks that there are too many variables in emergencies, and no matter how detailed the guide is, it is better to focus on training people's reaction speed and decision-making ability, without too many complicated rules and regulations. When I communicated with my peers, there were many supporters on both sides, and the quarrel was quite fierce. I tried it for half a year and felt that there was no need to be either one or the other. The adaptability of different scenes was completely different:

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Don't tell me, the biggest pit I've stepped on before is that I believe in the saying "it's right to follow the process." Last year's fire drill, our preset script was "When the alarm sounded, everyone evacuated from the east fire escape". As a result, smoke came from the tea shop downstairs, and the office materials just arrived on the east stairs blocked half of the road. Everyone subconsciously turned to the west exit. We had never practiced this route before, but fortunately, everyone was familiar with the passage in the building at ordinary times and there was no trouble. Afterwards, we changed the guide, and directly deleted the "evacuation from the east passage" and replaced it with "giving priority to the nearest fire escape without shelter, and avoiding electricity, flammable and explosive areas when evacuating", which was more practical.

Of course, some colleagues don't recognize our practice and think it is too casual. If front-line employees operate indiscriminately, they will expand their losses. We are also running in now, such as routine hidden danger investigation, monthly emergency spot inspection or strictly following the process, and we dare not be vague at all; However, in case of an emergency, the front-line personnel on duty are given a clear decision-making power: as long as the three principles of "first insuring the property, stopping the loss first and then reporting it, and never touching the uncertain operation" are met, even if the process does not match afterwards, they will not be held accountable.

Now, instead of sending hundreds of pages of thick guides to employees, we printed a pocket card the size of a business card, with three core priorities printed on the front and 24-hour telephone numbers for each post printed on the back, so everyone can carry them in their pockets. Every time we deal with an accident, we will add new treatment points to the guide. For example, after the last water leak, we added the item "The inspection of the computer room should focus on the condenser pipe interface, and waterproof pads should be placed under each cabinet in advance", which is much more useful than sitting in the office and patting your head to write the process.

Anyway, I've been in the emergency business for a long time, and I know what I'm most afraid of is the mentality of "I followed the guide, so I'm right." In the final analysis, the guide is the experience accumulated by predecessors, not the rope that binds people's hands. It is more useful to save more practical experience and practice emergency drills without scripts twice than to recite the guide articles 10 times.