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if you set a goal but don't empower people I think overall you end up killing morale. IMHO, reducing the rate of the incoming tickets can only be done with inve
by rantwasp 5y ago
if you set a goal but don't empower people I think overall you end up killing morale. IMHO, reducing the rate of the incoming tickets can only be done with investments that are not fire-fighting. If you're doing that I think it's awesome.
- bpicolo 5y agoYeah, absolutely - that's the whole point. If the on call expectations aren't serving that goal specifically, we need to fix/change the on call expectations, so it's a moving target over time. If there's too much firefighting, that means we owe additional support to the team or need to rebalance other work appropriately in the interim. The opposite is also true. If we don't have too much firefighting or valuable de-risking to do, we can take on more product work.