After some internal discussion we all agreed that rather than imposing a statistically meaningless measurement and hoping that the mere measurement of something meaningless would cause it to get better, what we really needed was a process of continuous improvement. Instead of setting up a SLA for our customers, we set up a blog where we would document every outage in real time, provide complete post-mortems, ask the five whys, get to the root cause, and tell our customers what we’re doing to prevent that problem in the future.
Quelle: Joel on Software
Ich würde mir wünschen, dass solcherlei agile Techniken und flexible Problemlösungsansätze ein größeres Publikum bzw. Anwender finden würden. Es zeugt von Mut, „die eigenen Fehler“ so ausführend zu dokumentieren, anstatt zu verschleiern und zu kaschieren.
