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Open floorplans are especially problematic if your team handles any mix of development & operational tasks. Wall Street tech it's pretty typical to do your own

Open floorplans are especially problematic if your team handles any mix of development & operational tasks. Wall Street tech it's pretty typical to do your own SRE/L3 and honestly even L2/L1. Everything from business user "hey how do I.." customer service questions down to "the server is on fire, alerts are coming in .. ". Open floorplans mean even if you have an agreed PagerDuty type rotation, everyone gets sucked into or distracted by it. It's hard not to want to lend a hand when you see your buddy getting blown up by some difficult user or your inbox/slack is getting filled up with alerts.

btbuildem 3y ago
Open floor plans are even more problematic when the R&D team shares the space with sales / marketing. In that setting only one of the teams is getting any work done, I'll leave you to guess which one.
- steveBK123 3y ago
  Yes - There is less than zero thought put into open floorplan seating charts. We had in sequential rows - Level1 support, R&D, Development. Sat like this for years. So R&D was sandwiched between the team that was constantly on contentious urgent calls, and the dev team they ran over to ask for help. Best open floorplan seat I ever had was in a far corner way off from most dev, sat near a trader who spent all day on the phone yakking. Just like a total storyteller kind of guy, incredible yarns were spun .. kind faded into interesting background music for me. Like leaving the History Channel on in the back. Philosophy, science, history, movies, politics.. etc.
SpicyLemonZest 3y ago
Is that a bad thing? Since we started WFH, I’ve heard a lot of stories of oncalls spending an hour on things that could have been handled in 5 seconds if the right person had gotten sucked in on the way back from coffee. “Oh, I recognize this bug from two years ago, here’s what you gotta do.” “That customer’s symptoms are impossible, ask for more details on how they’re doing suchandsuch because they must be leaving something out.”
- steveBK123 3y ago
  Well it depends on your tradeoff decision between SLAs & Development productivity. If you hire explicit 20% staff to do operational tasks, and also wall off a fixed rotating 5% of your dev team to assist them.. then you've made a conscious decision on resource allocation of 25%. If the other 95% of the dev team is getting interrupted every 30minutes by "questions" then your operational staff/rotation is not resulting in better runbooks, etc. If you want better SLA and your operational staffing is not sufficient, then you should see your SLA breach, make staffing/process changes, etc. When development just papers over these issues you end up with great operational metrics and bad development metrics, so then everyone can be even more upset at dev!
- frollo 3y ago
  Well, yes, until the stuff which has to be delivered by the people sucked in to do support stuff starts lagging and missing deadlines. Then, suddenly, lots of people start being really unhappy (usually at the expenses of the people who were helping). If the oncalls don't have the knowledge to solve the issues they encounter, they need to escalate them and somebody needs to put more time in developing a more comprehensive knowledge base for them to reference, not just "steal" time from other company functions.
  - steveBK123 3y ago
    Yes. Management wants to be all about the metrics & KPIs, but then throw in this "open office plan / RTO is needed for collaboration" fuzziness on top. If you want to be metric driven, it's important that the processes be allowed to fail. Otherwise you are robbing Peter to pay Paul, and the KPI that looks BAD is not where the process is failing necessarily, but where the time got stolen from.
  - cauch 3y ago
    But your solutions imply things that you would probably not accept to do if you were the one having to do the work for these solutions. You are saying that people will be blamed for taking too much time to an example saying it would took 10h of someone's time instead of 5 minutes. Why the company will value more "your" deadline than "the operation" deadline? You are basically saying you are okay with "operation" being the target of people unhappy as long as they are not unhappy with you. You are saying people should escalate. But on the example, the person who has the solution is the person you say should not be disturbed. So you are just asking to disturb uselessly people who cannot help, so your solution is even worse. You are saying more time is needed to develop a more comprehensive knowledge base. But who should take the time to fill up the knowledge base if not the people who have the answers, which, in this example, is the people you say don't have time. (and moreover, funnily, those people complaining to be distracted are also very very often not doing any effort to share their knowledge somewhere accessible). I'm slowly getting very irritated by the whole WFH debate: there is way too much arguments that boils down to "the problem is that _I_ am the one that people distract, so let's do my solution that is sooooo much smarter, let's do something where _I_ am happy even if it makes the situation worse for everyone else". That slowly creates this impression that a lot of pro-WFH are just little kids.
coffeebeqn 3y ago
We had a coworking space where some company was running (phone) customer service reps a few tables over. I didn’t use that one very much

btbuildem 3y ago

Open floor plans are even more problematic when the R&D team shares the space with sales / marketing. In that setting only one of the teams is getting any work done, I'll leave you to guess which one.

steveBK123 3y ago
Yes - There is less than zero thought put into open floorplan seating charts. We had in sequential rows - Level1 support, R&D, Development. Sat like this for years. So R&D was sandwiched between the team that was constantly on contentious urgent calls, and the dev team they ran over to ask for help. Best open floorplan seat I ever had was in a far corner way off from most dev, sat near a trader who spent all day on the phone yakking. Just like a total storyteller kind of guy, incredible yarns were spun .. kind faded into interesting background music for me. Like leaving the History Channel on in the back. Philosophy, science, history, movies, politics.. etc.

SpicyLemonZest 3y ago

Is that a bad thing? Since we started WFH, I’ve heard a lot of stories of oncalls spending an hour on things that could have been handled in 5 seconds if the right person had gotten sucked in on the way back from coffee. “Oh, I recognize this bug from two years ago, here’s what you gotta do.” “That customer’s symptoms are impossible, ask for more details on how they’re doing suchandsuch because they must be leaving something out.”

steveBK123 3y ago
Well it depends on your tradeoff decision between SLAs & Development productivity. If you hire explicit 20% staff to do operational tasks, and also wall off a fixed rotating 5% of your dev team to assist them.. then you've made a conscious decision on resource allocation of 25%. If the other 95% of the dev team is getting interrupted every 30minutes by "questions" then your operational staff/rotation is not resulting in better runbooks, etc. If you want better SLA and your operational staffing is not sufficient, then you should see your SLA breach, make staffing/process changes, etc. When development just papers over these issues you end up with great operational metrics and bad development metrics, so then everyone can be even more upset at dev!
frollo 3y ago
Well, yes, until the stuff which has to be delivered by the people sucked in to do support stuff starts lagging and missing deadlines. Then, suddenly, lots of people start being really unhappy (usually at the expenses of the people who were helping). If the oncalls don't have the knowledge to solve the issues they encounter, they need to escalate them and somebody needs to put more time in developing a more comprehensive knowledge base for them to reference, not just "steal" time from other company functions.
- steveBK123 3y ago
  Yes. Management wants to be all about the metrics & KPIs, but then throw in this "open office plan / RTO is needed for collaboration" fuzziness on top. If you want to be metric driven, it's important that the processes be allowed to fail. Otherwise you are robbing Peter to pay Paul, and the KPI that looks BAD is not where the process is failing necessarily, but where the time got stolen from.
- cauch 3y ago
  But your solutions imply things that you would probably not accept to do if you were the one having to do the work for these solutions. You are saying that people will be blamed for taking too much time to an example saying it would took 10h of someone's time instead of 5 minutes. Why the company will value more "your" deadline than "the operation" deadline? You are basically saying you are okay with "operation" being the target of people unhappy as long as they are not unhappy with you. You are saying people should escalate. But on the example, the person who has the solution is the person you say should not be disturbed. So you are just asking to disturb uselessly people who cannot help, so your solution is even worse. You are saying more time is needed to develop a more comprehensive knowledge base. But who should take the time to fill up the knowledge base if not the people who have the answers, which, in this example, is the people you say don't have time. (and moreover, funnily, those people complaining to be distracted are also very very often not doing any effort to share their knowledge somewhere accessible). I'm slowly getting very irritated by the whole WFH debate: there is way too much arguments that boils down to "the problem is that _I_ am the one that people distract, so let's do my solution that is sooooo much smarter, let's do something where _I_ am happy even if it makes the situation worse for everyone else". That slowly creates this impression that a lot of pro-WFH are just little kids.

coffeebeqn 3y ago

We had a coworking space where some company was running (phone) customer service reps a few tables over. I didn’t use that one very much