Back in 2009, Joel Spolsky wrote an article called The Duct Tape Programmer. Of everything he has written, I think this is the very pinnacle, and it is summed in one simple sentence in the middle: “Shipping is a feature.”
Why is this so important in my mind?
I went back to school in 2003 to complete my bachelor’s degree in CIS. I had graduated in 2001 with an AAS in CIS from HVCC, and after finding nothing in 2 years of searching better than the job I had at Hertz, I decided a 4 year degree might help. I graduated from Elon University in Dec 2006 with my newly-minted BA in CIS. During my tenure at school I discovered that I didn’t really like the development end of Computer Science, and I instead preferred the analytical and integrational aspects of systems work – tying disparate tools together, improving internal workflow, etc – to help make individuals’ lives better and easier. In other words, I enjoyed finding ways to automate time-consuming and repetitive tasks to allow myself (and others) to focus on more interesting work – like figuring out how to automate more tasks to move up the chain.
I worked for a few places while I was at school (two different departments at the school itself, a pair of non-profits, and some freelance side work doing web site development). When I graduated, therefore, it was only natural that I ended-up with a pair of offers to work with automation tools – one from a company called Opsware, and one from a place called Network General. For a variety of reasons, I chose Opsware.
It wasn’t long after I started in Support for Opsware’s Server Automation [System] product that I became more and more sold on the product, and grew bored doing support – troubleshooting is fun, but with the paucity of good support tickets*, large similarity of cases coming from customers, etc .. it just wasn’t “me”. Shortly after HP purchased Opsware I put in to move from Support to Professional Services – to, hopefully, get a chance to work with harder integrational problems than I would ever see helping people over the phone and via email.
Beginning March of 2008^ I moved from Support to ProServe, and did start to get a taste for the bigger systemic problems that could be solved with the
Opsware HP BTO suite. While with HP, I had the opportunity to do the global delivery of HPSA 7.5 for HSBC – performing both installation and onsite mentoring/training in Chicago, NYC, London, and Hong Kong. I also did the replacement install of HPSA 7.0 (a non-upgrade-to release) for Home Depot in Atlanta to manage their 2200 stores. There were some other customers I worked with, too – but those were the two biggest.
One of the issues that has arisen with [nearly] every customer I have ever worked with is that they want what they’ve agreed to pay for in the Statement of Work (SOW) signed, sealed, and delivered by the end of the project – and if it’s not, they want good reasons to sign a CO (change order) to modify the SOW.
And it’s no surprise. When you cost someone nearly 7 cents per second to work for them, they want to see results!
One of the constraints, therefore, that needs to be constantly watched is scope creep – the insidious tendency for all projects to go beyond their intended purpose (violating law 47 of the 48 laws), exceed budget, and never deliver what is really needed.
My primary goal when I work with a customer is not, perhaps paradoxically, to “make them happy”. One thing I learned when working in support is that the customer is never right!. You may have to pretend that they’re kinda right – but they’re always wrong. They do not know what they want. They do not know what they need. And they certainly do not know what is wrong if you ask them.
My primary goal when I work with a customer is to deliver what they have paid for. When possible, I will change course slightly (following proper CO processes) – but I want them to get what they have agreed to pay for. Ideally, especially now that I am in the architecture end of the world much more than ‘just’ delivery, I can work with them in the pre-sales process to get the SOW to something that approximates what they need. But I always aim to give them what they have paid for. Everything else is window dressing.
At the end of a project – whether as outside consultants, students, internal employees, at home, for work, etc – what needs to be seen is what was paid for.
Without those two, nothing gets done.
* I have grown so frustrated with support processes that I spent time a couple years ago writing a small eBook that includes a section on how to make good tickets. I’ve also written on ways to improve your support organization before.
^ Just realized that means I’ve been doing ProServe or PS-like work for 5 years running, and have been with the automation suite for more than 6 now.
! Before you become too concerned – I do realize there are a few good customers out there. But they are just that – few, and VERY far between.