Notes11

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=== March is a month of Support ===
=== March is a month of Support ===
-
'''To: Tira, Denise, Tracie, Andrei'''
+
'''To: Tira, Denise, Tracie, Andrei, Vlad, Dev Team'''
'''From: Alex'''
'''From: Alex'''
 +
 +
'''cc: Simon, Marc, Karen'''
 +
Upper management brought to my attention that the number of complex and critical bugs is increasing.
Upper management brought to my attention that the number of complex and critical bugs is increasing.
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*** Joint Design sessions (Dev and Product teams) must be held early into BA stage, during Design and at the end
*** Joint Design sessions (Dev and Product teams) must be held early into BA stage, during Design and at the end
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'''Timeline: March 9 - 30'''
+
'''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/SA will put on hold new designs related to enhancements (example: Portal) and large new components (example: Rates DB)
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** daily support for all CT2 non-TMS/Portal issues including IT (Coordinator: Tracie; escalate to Tira/Andrei; Vlad/TSI/developers  as needed)
** 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
** every person of this team must understand  95-100% and be able to investigate EVERY module
-
** create User Guides for all components (Coordinator: Tira, lead by example please!)
+
** 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
** 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)
** 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)
-
'''Timeline: April 1 - TBD'''
+
* Team C '''Dev Team'''
-
TBD
+
** maximum attention to fixing Portal/TMS and other bugs
 +
** 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

Revision as of 03:37, 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 is a month of 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.

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 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
    • 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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