Notes11

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(March is a month of Support)
(March April Support)
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Upper management brought to my attention that the number of complex and critical bugs is increasing.
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Upper management brought to my attention that the number of complex and critical bugs is increasing (majority in Portal/TMS solution).
This makes experience of end users very painful and leads to a lot of frustration on the part of our clients.  
This makes experience of end users very painful and leads to a lot of frustration on the part of our clients.  

Revision as of 15:02, 10 March 2011


Contents

About

March

itn1

New Strategic decision about "Holistic approach to IT and Web systems" approved by Simon

IT Support coordination will be a responsibility of "Product and Support team". 
It is a change because up until now they handled only CT2 support.

Disadvantages:

  • additional responsibility that requires time
  • lack of knowledge and experience
    • Tira is strongly qualified (BS in Comp Sci; Master in Info Management Systems; Network certification)
    • Tracie and Denise are beginners in IT

Advantages:

  • increased value to Jaguar and Market = increased job security
  • opportunity to gain new knowledge
  • opportunity for Holistic approach (treating IT and CT2 as a whole, not fragmented); examples:
    • full vision and control over user/systems interactions and work flows
    • more services could be integrated into CT2/Cloud like web folders;
    • integration between CT2 and non CT2 system like Sugar and CT2

Transition agenda:

  • phase 1 to be completed by the end of March
  • Jaguar IT support knowledge exchange (KE)
    • 2a IT documentation: blog11, notes11, wiki IT category
    • 2b regular KEs
  • Career plan for BAs:
    • agreement on responsibilities, goals and developmental stages
    • Formal IT training

itn3

Who is Who and Vendors list

This info is maintained in Vendors IT

itn4

IT documentation

All wikis related to IT are in Category:IT.

IT Support MAIN WIKI has up to date instructions on how to navigate this directory.


itn5

Desktops and users info (NY office)

It is managed xls attached to this Mantis: 0002803: ** Desktops and users info (NY office) **

Please add columns as required (MS office version, etc)

Every time document is changed new version is attached.

itn6

March April Support

To: Tira, Denise, Tracie, Andrei, Vlad, Dev Team

From: Alex

cc: Simon, Marc, Karen


Upper management brought to my attention that the number of complex and critical bugs is increasing (majority in Portal/TMS solution).

This makes experience of end users very painful and leads to a lot of frustration on the part of our clients.

We need to resolve this rapidly.

I believe that this happens due to the following reasons:

  • growing list of new interrelated features increased system complexity significantly
  • we are introducing new changes rapidly and without careful analysis (focus on quantity not quality) (Example: Portal/TMS system)
  • most people on our team have only minimal understanding of CT2 components outside of components they "own" (Example: Tira - Client, Tracie -Acc, etc)
  • not enough verbal communication between all members of the team particularly with developers
  • non technical BAs and MOs make bad design decisions and force them into development
  • SAa are doing often a poor job and creating analysis that has critical errors (Example: m2484 calculation of charges on invoice)
  • MO-BA-SA-Dev-QA-BA chain is too long and too linear (no cross communication or group communication)

How to resolve this:

  • focus on quality not quantity
    • do not rush adding many enhancements
    • add components after you selected best design and fully understand impact on the system
  • focus on support:
    • every BA, SA, QA must understand 95-100% and be able to investigate EVERY module
    • all components should have complete, correct and readable documentation
  • delegate systems design from BA&Support Team to Dev Team
  • more verbal communication between all members of the team
  • improved soft dev process (some highlights):
    • Architect to review all tasks at various stages of BA/SA/Dev
    • Architect to identify impact of each task and advise
    • low impact changes/projects could be documented by BAs; SAs are on as needed basis
    • high impact changes/projects must be run by technical staff (SA or/and Developer); BAs are on as needed basis
    • For low impact projects:
      • BA team must submit BR to Dev in Bundles and go over each with developers/Dev Manager (and SAs?) during Skype voice meeting and answer questions
    • For med/large and high impact projects:
      • BA team must submit RFPOP (Request For Proposal Or Prototype) to Dev team that contains ideally only high level requirements (problems or goals) not solution / design
      • BA team must also provide business background (glossary, existing biz processes, relevant industry practices, etc)
      • Dev team should in return communicate proposal or prototype as a document and during multiple Joint Design meetings
      • Joint Design sessions (Dev and Product teams) must be held early into BA stage, during Design and at the end

Timeline: March 9 - April 30

  • BA/SA will put on hold new designs related to enhancements (example: Portal) and large new components (example: Rates DB)
  • BA&Support team will be divided into 2 parts
  • Team A Denise/Alex will attempt to resolve all TMS/Portal issues
    • create a list of problems, find best solutions, discuss with developers, make decision and submit into coding
    • document things
    • help Misha/Sasha/Kostya? to learn business side of Arden Dom Trucking so that they themselves can create designs
    • have Joint voice design sessions with Mauricio and Misha
    • Tira on as needed basis to explain Portal functionality
  • Team B Tira/Tracie/Andrei/Vlad/TSI
    • daily support for all CT2 non-TMS/Portal issues including IT (Coordinator: Tracie; escalate to Tira/Andrei; Vlad/TSI/developers as needed)
    • every person of this team must understand 95-100% and be able to investigate EVERY module
    • create User Guides and CATs (Concepts And Terminology) for all components (Coordinator: Tira, lead by example please!)
    • some low impact or small size tasks might be assigned by Architect this month to this team
    • Airstatus/EU Adv notice (Tira/Tracie to continue for now but lets discuss - I have idea how to simplify mapping: send all data in XML! and ask Descartes to extract what they need)
  • Team C Dev Team
    • maximum attention to fixing Portal/TMS and other bugs
    • practice improved soft dev process (skype voice meetings, submitting proposals/prototypes, etc)
    • learn about Logistics and Systems (books, online, CATs created by BAs, Descartes manuals, etc) so that they can create solutions based on requirements (new soft dev process)
    • Continue development for tasks already in DevEst/Dev
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