The first model hits the runway and about halfway down, Anna Wintour, editor of Vogue Magazine, suddenly jumps up and says “Darling that makeup is all wrong” and stops the model and proceeds to redo the model’s make up in front of the world’s fashion press.
What would you do? Well, if you were Karl Lagerfeld, chances are you’d be in a Paris jail for beating Anna Wintour to death with a stiletto in front of Kanye West. But basically this is what we in operations have to deal with on a daily basis. Someone on the business side sees “something wrong”, runs down to IT, grabs a developer and yells “FIX IT NOW”. Now, there are a few thing blatantly wrong with this. To start:
- Is it really wrong? The same rules should be applying to everything, so if one data point is off for one, shouldn’t it be off for everyone?
- How is it wrong? How off is the calculation? Exactly what should it be?
- Who are you and why are you in here yelling at a developer? I’m Operations. I should be yelling at the developer, not you. Shouldn’t you be talking to the project manager and going over what the rules are?
And of course, the one question that everyone misses. What time is it? You see making changes in production is something that is dependent upon timing. And timing in operations is like timing in comedy – it is everything. There are risks involved with dropping changes into production in the middle of the day like a hot mic. I need a reason why you are hell bent on shoving this in at lunch time. Not because it is my lunch time (which really never matters), but because I have to answer for its possible failure. There are reasons why changes are done during low traffic hours. It doesn’t affect as many people if and when it blows up. There is also the question of verification. When this change goes in, how long do we need to wait to make sure that everything is OK? If it is so important that your boss is two steps from an aneurism, then why does it take you three days to verify the procedure was done correctly? Just saying.
Oh yeah, do the paperwork. It’s not a problem if there’s not a ticket. And straighten you tie. Anna hates that.