by Eric Gazoni
Note: this post is part of a planned series on what values I wish to promote through my daily work
What do I mean by transparency
Based on my quite short but wide experience in the IT business, I must say that sometimes (not to say often) people do business like they play poker. The purpose of poker, like most games, is winning against your opponents. The provider tries to win against the customer, the customer tries to win against his own employees, etc…
To make successful business, we should open our eyes and realize that we don’t play against each other, we play in the same team.
Obviously, it only works when everyone keeps playing fair with others, and follow the game’s rules. Let me states some of them:
- accept that a bad work shouldn’t be awarded
- accept that getting more implies giving more
- accept that others can also be right
- accept that money cannot buy everything, nor that you are allowed to sell anything for money
That’s mainly humanism applied to business: remain fair with the others and no one will try to fool you. If you send the signal that you don’t respect people, don’t be shocked when people lack respect for you.
Some solutions for a better IT world
Here are a few ideas I try to spread around me on what we could to at any level to improve the current IT ecosystem:
Most of my customers don’t see the issue when they build their whole business around proprietary formats.
Actually, they don’t see the issue while they do it, but after a few years, when the format has become extremely deeply rooted in the company’s flows, then they start to see that they have shot themselves in the foot.
Proprietary formats don’t play well with others, so it’s sometimes difficult, not to say mind-boggling to read them with an application that was not patented to do so. Business processes cannot be then automated (or only partly), what leads to more manual operations, more points of failure, more sources of errors, insufficient testing, and finally chaos (to stay polite).
And that’s not yet-another-open-format-geek’s rant, you don’t have to blindly believe in what I say, but just ask around you how many times a closed format was one source of major development delay, or was preventing/hindering automation, you might find the results interesting.
No vendor lock
Although it’s tempting to secure your customer base by preventing them (sometimes contractually) to evaluate other offers, made by potential concurrents. We’ve all seen all the great “benefits” that came with monopolistic situations:
- low customer support: you don’t need to sweat hard for you customers, it’s not like they could fly away
- loss of competitive advantage: we don’t need new features, the old ones are still good enough for them
- overpriced updates: “We know we have a bug on version 1. It won’t be fixed in this version, but we have version 2 that doesn’t have the bug. Of course it will cost you . Shall I send you an upgrade form now ?”
I know I am doing my job really well, my customers know it too, so they are willing to pay for my services.
If one day they find a guy who is better than me, then I think it’s fair he gets the opportunity to show his skills, but I also have the opportunity to improve myself to remain competitive.
The choice is on the customer side, not in mine.
This one should be obvious nowadays. We are all using open source code at some point in every project. Some people admit it, others are afraid to.
Come on it’s not something a smart developer should be ashamed of. Not working extra hard to reinvent the wheel will not get you fired. You don’t expect your surgeon or physician reinventing medicine for each patient, you just expect he understands enough of the key principles, has enough experience, and knows how to insert what he learned in your specific case.
The same goes for us: we are not the smartest guys on Earth, we cannot invent a new way to build an e-commerce website at each customer that asks one. So many other people already wrote one, failed, learned from that, failed again, etc. I prefer relying on those guys who devoted substantial amounts of time building the most secure e-commerce website known to man, and give them proper credit, while earning my money on what I am the best at: advising the customer, writing the tiny part of the application that is completely customer specific, help him link his website with his existing applications, etc.
And if I can help those guys a little bit by releasing, for example, a bug fix in their application, I see no good reason not to do so, they deserve it. Everyone is enjoying it because no one gets screwed.
This is an especially sensitive topic. It’s not specific to IT though, but to any subcontractor activity. I often wondered why some customers required me to work at their premises while the job could have been done elsewhere, like at my office. That’s because some customers fears that you don’t play well and bill them more than necessary. By keeping you under their physical, visual, constant control, they have the illusion that you are not stealing them.
I think this idea that you could be over billing comes from some bad players in the field, either disguised amateurs with no ethics, either crooks with no other intent than making money on customer’s back. Either way, they left a bitter taste to the customer that is now punishing all new contractors, and indirectly themselves, for those guys. The same goes for plumbers, locksmith, painters, … because of some bad guys, one can completely lose confidence in the profession, while 90% of them are honest and hard workers.
Here comes the RERO principle: “release early, release often”, that is fundamental in the Scrum method. If you are able to deliver working software on a regular basis, then you are not stealing the customer’s money. The opposite is not true however, keeping the contractors “in-house” does not ensure that the product will be faultless, only that you will be able to watch the developer’s back during the whole duration of the project (you wish he has a sexy back then).
Perhaps the most overlooked idea while the easiest to practice. There are situations where you can choose playing it open, or prefer hiding the issue and cross your fingers for the best outcome. This includes:
- as a customer, not having enough cash to pay for all the requirements that were made
- as a developer, not being comfortable with a new technology, or not having heard of it at all
- as an employee, you find that working six days per week, ten hours per day is not a sustainable pace
- as a sales rep, knowing your coders won’t deliver the product in time
That’s why people talk.
If you cannot pay for the full product, maybe we can remove some features and fall back in your budget.
If you don’t know a technology, maybe you can get a training with someone who does, and either share the training fees between you and the customer, either take it for you and assume lifting less profit this month.
If you are working in at death march pace, at one point, something will fail, either in your body or in your life. Reducing your workload will allow you to be more focused, less tired, thus more productive.
If you know you won’t deliver on time, again maybe we can remove some features, but you let the customer select which ones are important to him.
Failing to communicate is digging the project’s grave.
Don’t let your pride, ego, fear or whatever talk for you. Just make one step in the other’s direction and you might be surprised by the outcome. Even if it does not turn the way you expected, at least you remain professional, because ignoring possible risks is not something you should allow yourself to do.
Thank you for reading so far, I hope you found some points of interest, or already shared my views on the subject. As for everything, I don’t pretend holding the truth, that’s just my own observations, mixed with many things I read during the past months.
To get a bit further, I recommend:
- the excellent e-book “Scrum and XP from the trenches” written by Henrik Kniberg, and edited by InfoQ
- “Satire of two companies”, appendix A of “Agile Software Development: Principles, Patterns and Practices” from Robert C. Martin, edited by Prentice Hall
Again, if you have comments about this post, ideas you would like to defend, opposite experience, feel free to express yourself in the comments below.