Discussion in 'Business & Enterprise Computing' started by elvis, Jul 1, 2008.
Or like your backlog of important things to do isn't months/years long.
Our backlog was made much simpler for management, we reduced the number of priorities to choose from to one, so everything is priority one. This was a simple change as every task in the backlog that was submitted by management was already priority one.
Replace "priority" with "affected groups". Drop-down select with:
* Individual user
* Entire team
* Entire department
* Entire company
* Customer (directly)
If the last one is chosen, they must CC the department head for immediate approval of action.
Do that, and like magic priorities become common sense again.
You allow customers/employees to pick the priority.... shit why bother with a list, it may just as well auto fill to a P1.
Pretty much. "Priority" is entirely subjective. Put it something objective/measurable, and call out people who lie (anyone who says it affects the entire company when it only affects the team, for example). Problem goes away.
(Well, the prioritisation problem at least - you still won't get management to give you the funds/staff needed to fix this shit).
It's important to me, and I'm an Important guy.
Matches "individual user" on the drop down.
Typical Windows Admin can't fix shit for themselves! is it beer'o'clock yet?
Sigh, ticket from yesterday: URGENT: I don't know how to use a computer. Me: *calls*. Luser: So I'm like, super busy in a meeting right now, let me return your call, like, nevahh...
WHY IS MY ISSUE NOT FIXED YET.
Or simply have your priorities mapped correctly to begin with...
Mapped or not, users will abuse anything with the word "priority". You're well outside of technology here, and into human psychology.
Remove subjectivity and use objective measurement. Do whatever you like internally to map that to business process, but for goodness sake hide that from end users.
So to help management understand priorities we have assigned a icon to priority one tasks.
our customer facing ticket system won't let users pick a P1, they can pick up to P2, then request escalation, at which point someone will review and properly assign a priority, P1 if needed, and lower if not needed.
meatbags always screwing shit up.
Emotional meatbags, incapable of bigger-picture consideration.
ours limits to P3 until you pass a separate laugh test.
Affected Groups is "Whole Company" because if I'm shitty, everyone around me will be shitty... and everyone around them...
Plus, its a simple mail merge of our excel spreadsheet for payroll, with our excel spreadsheet for HR... so you should be able to do it quickly.
* Reply body: "What is the hostname, SSH username and password to this "mail merge" Linux server?"
* Macro: "waiting for customer / auto-close if not answered in 3 days"
Users: "Hi helpdesk.
This will be an easy one for you...."
Me to myself: "not as easy as it would be if you just did your fucking job properly"