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I think this is exactly right. However, the question still stands: how does a large tech-focused corporation encourage engineers to pay attention to such reque

• Closi 6y ago
  Oh, I agree with that - I just disagree with the cost centre view (most of my career has been in logistics which is traditionally a 'cost centre' while at the same time people complain about the service they get! In logistics there is a relationship between service and cost). I spent a few years in IT as a Product Manager (or a similar role), and I viewed my primary role as protecting my team from the barrage of shit that I got, so that they could focus. This involved making sure I was politically the first point of contact and reducing back-channels (some are fine, but not ones that change functionality, involve significant work or are too distracting), placating the people requesting functionality or fixes by understanding how serious the dependency/issue was, triaging it and either placing it on the roadmap or saying no. We also had an engineering manager that could be the contact for specific bugs who could then triage and pass it on.