Random Acts of IT Project Management

Project Management for Information Technology

Posts Tagged ‘support’

“We Found a Bug!” How Should Support Be Handled?

Posted by iammarchhare on 1 September 2009

Over at Agile Chronicles, Mike Cottmeyer posted “Handling Support on Agile Teams”, but as even he himself says, “This is a problem not unique to agile teams. Software organizations have been struggling with this one for years.”

Indeed, he is most correct.  How to account for time dedicated to support once the code is out in the open?  I have noticed, though, that the more seasoned the team, both as individuals and as a unit, the less defects are likely to be produced.  Yes, experience is the best teacher, but it isn’t necessarily the most efficient one.

Cottmeyer lists 3 options for dealing with defects.  Each has its strengths and weaknesses.  Personally, I think a lot on the exact method you pick is going to have a lot to do with the overall environment, the types and number of current projects and the overall effectiveness of the developers.  I use “effectiveness” as not only productivity, but experience level and ability to task switch.

That last point should not be underrated.  The ability of any individual to multitask is going to have a profound effect upon the duration and quality of their work.

However, here are some other factors to keep in mind:

  • Responsibility.  How often is Jane going to fix John’s code without resentment building up?  Is John mature enough to at least accept responsibility for his mistake and learn from it?
  • Amount and severity of defects.  Some defects can wait.  Are you getting an abnormal number of defects?  Of course, you’ll need some type of historical data to go on, but if there are an abnormal number, it might be time to do a triage or at least a special after action review.
  • Corrective to preventative measures.  It isn’t enough to just fix the immediate problem, but for the team to learn how to avoid it next time.
  • Seniority mix of the team.  I have long argued that you want to avoid all junior developers for a team.  However, you also want to avoid all senior developers on a team.  You want a mix, but no more than 50% new developers and no less than 50% experienced ones.  Why?  Because you need mentoring, coaching and the examples of the senior developers to grow the junior ones.  However, an injection of new ideas is not a bad thing, either.  Not only that, but a team of all senior developers can become an ego party.  Frankly, it is not the most efficient way to get work done, and neither is it all that entertaining.

One of the key requirements of being a manager, but especially a project manager, is flexibility.  How you deal with defects will test your skills and bend you out of shape if you allow it.

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Mixing Social Networking & Business

Posted by iammarchhare on 28 August 2009

I’ve noticed that some organizations are on the bleeding edge of the social media realm.  There are some really cool things going on in various sectors.  However, is there really a strategy or are many of them just jumping on the social networking bandwagon?

Well, truth be told, I would suppose there’s a little of both of these going on.  Some probably have a strategy, but there are a lot of “ifs”, “ands” and “buts” in it.  Some are just out there so they can say they are doing it, but they have no clear idea of how to leverage it or even why.

It is this last group that concerns me.  It will be these guys that will say IT failed.  It will be these guys who will trivialize the successes in social networking.

When it comes to strategy, you know you are in for a ride when whenever the topic of strategy comes up, they get out the top hat and cane.  It is remarkable how some even stay in business.

Your business may be considering social networking.  Perhaps you are as a means of networking yourself.  If it is business related, there are similar concerns you will have as will a company venturing into ti.  Things to consider:

Does the company have a strategy?  A strategy is a business statement.  Keep the IT and tech talk out of it unless you are a technical company (even then, be very, very careful, as these are usually the worst at strategy).  A company with a strategy will be able to articulate its mission, its vision and its goals.  Even if they are all jumbled up together, they need to have a direction and know they have a direction.

  1. Does the IT solution support the strategy and goals of the company?  If so, how?
  2. How do you identify the inevitable distractions that will occur?  Remember, if it is supporting the strategy and goals of the company, it is not a distraction, even though on the surface it might appear that way.  Conversely, it is way too easy for what begins as a legitimate use to begin to trail off into various rabbit holes.
  3. What can be done to diminish the inevitable distractions that occur with social networking?
  4. Will your efforts to reduce distractions or enhance security also reduce the flow of innovation in the company?  Will it impede users from getting work done, or will it make it so difficult that they go out of their way to find another way to do it?
  5. Are the solutions dictated by the strategy, or are the solutions provided as a grassroots effort to support the strategy?  While decisions often have to be made, efforts have to be streamlined and approvals set, the sets of options for solutions should be done at the lowest possible level.  They will be the ones to carry out the solutions.

Are there any you want to add?

Posted in Business Strategy, Social Networking | Tagged: , , , , , | 1 Comment »

John D’s Computer and Network Services

Posted by iammarchhare on 24 July 2009

This is a shameless plug for my new company, and I wanted my blog readers to be among the first to know.  It is still in startup mode (I just acquired phone service today), but it isn’t too early to start getting the word out.

It is John D’s Computer and Network Services, and it is based out of the Akron/Cleveland area of Ohio.  We specialize in installation, service, repairing and general consulting for computer and network needs for individuals or small businesses.  No project is “too small”!

I am in the process of setting up a web site, but I haven’t even come up with a business logo yet 🙂

In the meantime, our telephone number is 440.499.5326 or 440.499.JDCN.

If you don’t know me well, you may wonder, “Why John D’s?  Shouldn’t it be JC’s?”  When I was growing up, I was rarely called John, actually.  I was usually called “John D” because it was easier to distinguish me from anyone else in the vicinity called “John”.  It basically stuck, esp. amongst family.

At any rate, the plan is to be basically open for business by Monday morning.  So, thanks for tolerating this shameless plug.

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