When learning about management and businesses, we learn about how each business has a system which comprises of People, Processes and Tools. I believe there is another aspect to business systems, which is just as important; the company Culture! Let me explain.
While working on several software development projects, I started seeing a lack of detail in bug reports. Testers and support personnel were simply not writing enough detail for developers to understand and fix issues. One bug report detailed “See attached screenshot” yet there was no screenshot attached. The situation was causing frustration amongst team members and precious time was being wasted trying to get bugs fixed.
After several informal discussions with developers and testers, I sat down and drafted necessary information that should always be present when reporting a bug. From this information, I wrote an acronym REDSOX (as in Boston Red Sox). Each letter for the needed information. R for Result, E for Expected result, etc.
I created a slide deck and presented the problem to the testers and support personal. Instead of reprimanding them, I told them that they can solve this problem by simply remembering the Boston Red Sox logo. The slide simply contained a large Boston Red Sox logo. This logo had a profound affect on each and every single tester and support person. Bug reports went from useless to useful overnight!
I didn’t quite understand why this single logo had worked until a few years later. People were all competent and all great people, we had software which was perfect for our needs (Tools). We had a process defined.
I read about Zappos and how the company culture helps nurture excellence within the company. It hit me. Culture. It’s what makes people naturally like doing a task without thinking of applying the process, using the tool!
So take a moment and think about your company culture and how you can use it to everyone’s benefit.