8 ms·

Nobody Ever Gets Credit for Fixing Problems That Never Happened (2001) [pdf]

201 points by xvirk 12y ago

ryanmk 12y ago
Isn't that called a "paycheck"?
- randomdata 12y ago
  I suppose that's not a terrible metric in theory, but by that token the people who make mistakes are, in the general case, still taking more credit since they are also are paid to fix the problems.
  - calinet6 12y ago
    But one example of the dysfunctional situation present in that case. Many other examples of individualistic politics exist.
- pyre 12y ago
  Well, you can increase your paycheque by getting promoted... If the 'heroes' are the ones that get promoted, then they are getting more then the unsung heroes.
- calinet6 12y ago
  A "paycheck" is too individual to successfully result in quality in an organization larger than a couple dozen. The correct method is to understand the system of work, and implement good process to continually improve it. Quality needs to be built in from the beginning.
alecco 12y ago
And the matching rule: badly designed projects that blow up end up getting a lot of attention and resources, their engineers end up looking like heroes. I remember the worst module of a very large J2EE website getting all the attention, got more developers, got 10x more hardware than planned... And in the end the lead was promoted. While several other modules did their work flawlessly and went unnoticed. This is what you get when business people make decisions on technology projects.
- amirmc 12y ago
  I agree with your comment except the last sentence. Engineers also value heroics, so it's unfair to lay the blame at the feet of 'business people'. Plenty of tech startups exhibit this pattern long before there are 'management types' around.
  - alecco 12y ago
    But it's easier to make business believe it's just a hard problem instead of incompetent people in charge of the solution.
    - SixSigma 12y ago
      The same way the police describe uncaught criminals as smart and dangerous.
  - calinet6 12y ago
    If you read the original article in full, it covers this type of situation quite well. This is true: both employees and managers believe the blame and the heroics go to individuals, and this is a fundamental attribution error. The vicious cycle caused by this attribution error drives companies into holes as they continue to reward and punish the wrong people for the wrong reasons. In reality, most problems in work are systemic, and the only solutions are systemic as well. You want to create an environment where both 'business types' and employees alike are on the same wavelength about this fact, and work to improve the system they're in continuously. This is how you achieve quality, period.
    - amirmc 12y ago
      I completely agree with you and I normally describe it in terms of creating the right culture (aka systemic behaviours). I've yet to read the article in full but will make time for it.
- maxxxxx 12y ago
  I just saw this in the last project in my company: One group delayed the difficult decisions until the last moment and had to work nights and weekends to catch up. All other groups were on top of things and done way before the deadline. Guess which group saw promotions and gets recognized by senior management at pretty much every meeting? Seems the best strategy is to create problems and then fix them in the most visible way.
kaa2102 12y ago
Nassim Taleb provides a good example in his book Fooled by Randomness. Imagine that a politician passed a $1 billion requiring all airline cockpits to be locked prior to 9/11. That politician would probably be criticized and then voted out of office.
guicho271828 12y ago
The pdf seems odd to me --- all "fi"'s are invisible, e.g., "fi"rm, signi"fi"cant, bene"fi"t...
- krzysz00 12y ago
  You probably need a font that covers the relevant ligatures. Does "ﬁ" display for you? That's the Unicode codepoint U+FB01.
calinet6 12y ago
An extremely good primer on quality at the organizational level. Even if it's your "job" to make quality products, the visibly rewarded metrics are often counter to the desired result. The assumed management strategy is to individualize results, punish poor behavior (often directly related to errors or defects) and reward perceived good behavior ("hard work") at an individual level. In reality, this causes a complex wash of quality-undermining behavior: politics, infighting, de-motivation, perceived unfairness, and worse. Despite the well-proven and scientifically understood reality, managers and even employees are entrenched in the surface level, when in reality the problems are deeper and higher level. This is the wisdom of W. Edwards Deming and his contemporaries. The fundamental epiphany is that quality is the result of how companies are managed. That it is a result of four things: an understanding of knowledge itself (primarily, that our prior assumptions about work are incorrect) -- an understanding of psychology (behavioral science and real motivation) -- knowledge of statistics (for the ability to optimize process, and the knowledge that all behavior has a random element, even that of individuals) -- and finally, a deep understanding of systems and their effects. This thinking brought Japan out of its post-WWII recession. It was the origin of the Japanese quality economy—of Toyota, Honda, Sony, Panasonic, and more Japanese companies with quality products at the core of their success. The Deming prize is still given to companies which embody the values of quality. It worked in Japan because of a cultural readiness for a systemic worldview. It does not gain traction in the US for exactly the opposite reason: we are a culture of rugged individualists, who, despite scientifically proven truth, will not drop our core idea that individuals are the cause of both our successes and our failures. This is especially true for upper management. To be successful, as companies and as a nation, we need a major cultural shift toward systematic quality. We need companies that understand that most of the deficit in the quality of products comes not from poor individuals themselves, but poor links between them, poor management of them, and the poor systems within which they work. Simply lack of attention to systems and process in general causes a standard of organizational chaos, where we truly do rely on the excellence of individuals to keep companies afloat. This is familiar to all of us, but surely there's a better way. If every "whose fault is it" question would be translated to "what, at its core, caused this fault"—every company would benefit—and that's true even if some fault can be found with an individual. Display extreme restraint, as the better course of action is still systemic. And this isn't a strategy of simply "blaming management"—instead, every person in the company needs to work together to improve the system surrounding them, and when every person understands why that view is important and why they're a part of it, then the improvement will begin to multiply. This is true in software as it is in manufacturing, and I think the industry is ready for a new body of work to translate Deming's ideas to the software field. Skip Six Sigma, skip TQM—too dogmatic and heavy. Focus on Deming's core ideas: the importance of systems, understanding of key underlying concepts, and the implementation of them with good leadership from the top. It's a new old way, it is a better way, and we need it now. http://en.wikipedia.org/wiki/W._Edwards_Deming http://en.wikipedia.org/wiki/W._Edwards_Deming
bruceb 12y ago
This is what I think about government in general. People complain about it but we live in country (if in US) where most stuff works, most stuff is safe. We don't have ferry disasters, we don't have serious virus outbreaks, the power almost never goes out, and the water is drinkable. This is because people work everyday to keep this up.
- AnthonyMouse 12y ago
  To be fair, nobody really complains about the CDC or the local water treatment plant, and none of that stuff consumes an inordinate amount of tax dollars. Most of the things people complain about are at least nominally legitimate. We spend too much money on healthcare (and thus medicare), and too much money on the military, and in consequence the taxes on the middle 80% are too high. The Department of Education micromanages local schools excessively. There is too much bureaucracy in general. These are legitimate complaints.
  - colinbartlett 12y ago
    They might not complain about them, but they do take them for granted.
  - bruceb 12y ago
    I don't disagree there is waste. I would say there are people who complain about non military spending though.
astockwell 12y ago
In my experience this goes way beyond productivity. I know you have clients and projects and feature requests and bugs to fix and meetings to attend, but how about that backup scheme for that new project, the one that was bumped to "post-golive"? Or the lack of free disk space monitoring? Or that everything for these three services run as root and use someone's primary AWS keys? In software dev or ops, these are the things in my mind that sit in the gulf between "producing" and "improving". Actually, they sit on the other side of improvement, because given a free hour, I'd rather spend it learning something than fixing a logging service.
kev6168 12y ago
Sun Tzu talked about this 2500 years ago in the Art of War: """ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease. Hence his victories bring him neither reputation for wisdom nor credit for courage. """
Monkeyget 12y ago
There is a video presentation on the topic from the author: https://www.youtube.com/watch?v=xCkyPc72XNQ#t=97 https://www.youtube.com/watch?v=xCkyPc72XNQ#t=97
lucidguppy2000 12y ago
The scientific term for work needs to get into the general culture. You can expend a whole lot of energy without doing any actual work. "Working harder" is actually "expend energy" while the actual work done is the same.
graycat 12y ago
It's famous: "The wheel that squeaks gets the grease." Well, the title says something similar: Wheels that don't squeak don't get the grease. At least in the US, a fairly strong norm is to be rock solidly practical which can mean operating close to the line of actual irresponsibility and following "Never do today what can delay until tomorrow." Is such thinking common? In the US, yes. Good? Not really. Or, wait until there is a really bad passenger airplane disaster before implementing some new safety procedures. Wait until there are actual sick people with a threat of an epidemic before implementing the long well understood public health measures. Do much the same for desktop computer security, auto seat belts, actions against smoking, and dozens more.
Deuterium 12y ago
Futurama said it well: "When you do things right, people won't be sure you've done anything at all." (2002)

201 points by xvirk 12y ago

ryanmk 12y ago

Isn't that called a "paycheck"?

randomdata 12y ago
I suppose that's not a terrible metric in theory, but by that token the people who make mistakes are, in the general case, still taking more credit since they are also are paid to fix the problems.
- calinet6 12y ago
  But one example of the dysfunctional situation present in that case. Many other examples of individualistic politics exist.
pyre 12y ago
Well, you can increase your paycheque by getting promoted... If the 'heroes' are the ones that get promoted, then they are getting more then the unsung heroes.
calinet6 12y ago
A "paycheck" is too individual to successfully result in quality in an organization larger than a couple dozen. The correct method is to understand the system of work, and implement good process to continually improve it. Quality needs to be built in from the beginning.

alecco 12y ago

And the matching rule: badly designed projects that blow up end up getting a lot of attention and resources, their engineers end up looking like heroes. I remember the worst module of a very large J2EE website getting all the attention, got more developers, got 10x more hardware than planned... And in the end the lead was promoted. While several other modules did their work flawlessly and went unnoticed. This is what you get when business people make decisions on technology projects.

amirmc 12y ago
I agree with your comment except the last sentence. Engineers also value heroics, so it's unfair to lay the blame at the feet of 'business people'. Plenty of tech startups exhibit this pattern long before there are 'management types' around.
- alecco 12y ago
  But it's easier to make business believe it's just a hard problem instead of incompetent people in charge of the solution.
  - SixSigma 12y ago
    The same way the police describe uncaught criminals as smart and dangerous.
- calinet6 12y ago
  If you read the original article in full, it covers this type of situation quite well. This is true: both employees and managers believe the blame and the heroics go to individuals, and this is a fundamental attribution error. The vicious cycle caused by this attribution error drives companies into holes as they continue to reward and punish the wrong people for the wrong reasons. In reality, most problems in work are systemic, and the only solutions are systemic as well. You want to create an environment where both 'business types' and employees alike are on the same wavelength about this fact, and work to improve the system they're in continuously. This is how you achieve quality, period.
  - amirmc 12y ago
    I completely agree with you and I normally describe it in terms of creating the right culture (aka systemic behaviours). I've yet to read the article in full but will make time for it.
maxxxxx 12y ago
I just saw this in the last project in my company: One group delayed the difficult decisions until the last moment and had to work nights and weekends to catch up. All other groups were on top of things and done way before the deadline. Guess which group saw promotions and gets recognized by senior management at pretty much every meeting? Seems the best strategy is to create problems and then fix them in the most visible way.

kaa2102 12y ago

Nassim Taleb provides a good example in his book Fooled by Randomness. Imagine that a politician passed a $1 billion requiring all airline cockpits to be locked prior to 9/11. That politician would probably be criticized and then voted out of office.

guicho271828 12y ago

The pdf seems odd to me --- all "fi"'s are invisible, e.g., "fi"rm, signi"fi"cant, bene"fi"t...

krzysz00 12y ago
You probably need a font that covers the relevant ligatures. Does "ﬁ" display for you? That's the Unicode codepoint U+FB01.

calinet6 12y ago

An extremely good primer on quality at the organizational level. Even if it's your "job" to make quality products, the visibly rewarded metrics are often counter to the desired result. The assumed management strategy is to individualize results, punish poor behavior (often directly related to errors or defects) and reward perceived good behavior ("hard work") at an individual level. In reality, this causes a complex wash of quality-undermining behavior: politics, infighting, de-motivation, perceived unfairness, and worse. Despite the well-proven and scientifically understood reality, managers and even employees are entrenched in the surface level, when in reality the problems are deeper and higher level. This is the wisdom of W. Edwards Deming and his contemporaries. The fundamental epiphany is that quality is the result of how companies are managed. That it is a result of four things: an understanding of knowledge itself (primarily, that our prior assumptions about work are incorrect) -- an understanding of psychology (behavioral science and real motivation) -- knowledge of statistics (for the ability to optimize process, and the knowledge that all behavior has a random element, even that of individuals) -- and finally, a deep understanding of systems and their effects. This thinking brought Japan out of its post-WWII recession. It was the origin of the Japanese quality economy—of Toyota, Honda, Sony, Panasonic, and more Japanese companies with quality products at the core of their success. The Deming prize is still given to companies which embody the values of quality. It worked in Japan because of a cultural readiness for a systemic worldview. It does not gain traction in the US for exactly the opposite reason: we are a culture of rugged individualists, who, despite scientifically proven truth, will not drop our core idea that individuals are the cause of both our successes and our failures. This is especially true for upper management. To be successful, as companies and as a nation, we need a major cultural shift toward systematic quality. We need companies that understand that most of the deficit in the quality of products comes not from poor individuals themselves, but poor links between them, poor management of them, and the poor systems within which they work. Simply lack of attention to systems and process in general causes a standard of organizational chaos, where we truly do rely on the excellence of individuals to keep companies afloat. This is familiar to all of us, but surely there's a better way. If every "whose fault is it" question would be translated to "what, at its core, caused this fault"—every company would benefit—and that's true even if some fault can be found with an individual. Display extreme restraint, as the better course of action is still systemic. And this isn't a strategy of simply "blaming management"—instead, every person in the company needs to work together to improve the system surrounding them, and when every person understands why that view is important and why they're a part of it, then the improvement will begin to multiply. This is true in software as it is in manufacturing, and I think the industry is ready for a new body of work to translate Deming's ideas to the software field. Skip Six Sigma, skip TQM—too dogmatic and heavy. Focus on Deming's core ideas: the importance of systems, understanding of key underlying concepts, and the implementation of them with good leadership from the top. It's a new old way, it is a better way, and we need it now. http://en.wikipedia.org/wiki/W._Edwards_Deming http://en.wikipedia.org/wiki/W._Edwards_Deming

bruceb 12y ago

This is what I think about government in general. People complain about it but we live in country (if in US) where most stuff works, most stuff is safe. We don't have ferry disasters, we don't have serious virus outbreaks, the power almost never goes out, and the water is drinkable. This is because people work everyday to keep this up.

AnthonyMouse 12y ago
To be fair, nobody really complains about the CDC or the local water treatment plant, and none of that stuff consumes an inordinate amount of tax dollars. Most of the things people complain about are at least nominally legitimate. We spend too much money on healthcare (and thus medicare), and too much money on the military, and in consequence the taxes on the middle 80% are too high. The Department of Education micromanages local schools excessively. There is too much bureaucracy in general. These are legitimate complaints.
- colinbartlett 12y ago
  They might not complain about them, but they do take them for granted.
- bruceb 12y ago
  I don't disagree there is waste. I would say there are people who complain about non military spending though.

astockwell 12y ago

In my experience this goes way beyond productivity. I know you have clients and projects and feature requests and bugs to fix and meetings to attend, but how about that backup scheme for that new project, the one that was bumped to "post-golive"? Or the lack of free disk space monitoring? Or that everything for these three services run as root and use someone's primary AWS keys? In software dev or ops, these are the things in my mind that sit in the gulf between "producing" and "improving". Actually, they sit on the other side of improvement, because given a free hour, I'd rather spend it learning something than fixing a logging service.

kev6168 12y ago

Sun Tzu talked about this 2500 years ago in the Art of War: """ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease. Hence his victories bring him neither reputation for wisdom nor credit for courage. """

Monkeyget 12y ago

There is a video presentation on the topic from the author: https://www.youtube.com/watch?v=xCkyPc72XNQ#t=97 https://www.youtube.com/watch?v=xCkyPc72XNQ#t=97

lucidguppy2000 12y ago

The scientific term for work needs to get into the general culture. You can expend a whole lot of energy without doing any actual work. "Working harder" is actually "expend energy" while the actual work done is the same.

graycat 12y ago

It's famous: "The wheel that squeaks gets the grease." Well, the title says something similar: Wheels that don't squeak don't get the grease. At least in the US, a fairly strong norm is to be rock solidly practical which can mean operating close to the line of actual irresponsibility and following "Never do today what can delay until tomorrow." Is such thinking common? In the US, yes. Good? Not really. Or, wait until there is a really bad passenger airplane disaster before implementing some new safety procedures. Wait until there are actual sick people with a threat of an epidemic before implementing the long well understood public health measures. Do much the same for desktop computer security, auto seat belts, actions against smoking, and dozens more.

Deuterium 12y ago

Futurama said it well: "When you do things right, people won't be sure you've done anything at all." (2002)