On the Gap between the Technology and Operations

This quick post deals with the very common issue those of us applying technology to operations deal with on almost a day to day basis, namely the gap between the Technical and Operations teams’ perspectives.  Here are some thoughts about both the technical and operations views on the same topics.

1. On how operations does its work…

Technical thinks this:

Exactly how you do your work today is irrelevant.  What matters is how you are going to do it tomorrow.  We have a fixed toolset, limited time and not enough budget.  So you need to change to fit the way this new system works.

Operations thinks this:

You are asking me to do this sequence of tasks which do not fit how we actually work out here.  It will take me an extra 20 minutes to do this every single day when if you would just tweak it like this…

1. On technology as a service to the organization…

Technical thinks this:

We do think of ourselves as a service to the company but we get tired of telling you the same things over and over and you never do them.  So we avoid you…

Operations thinks this:

You are never there when we need you and when you do show up or when we go see you then you make us feel dumb.  So we avoid you…

1. On what happened last time…

Technical thinks this:

We know what happened.  We fixed it.  It won’t happen again!

Operations thinks this:

You said that last time and it sucked anyway!

1. On understanding…

Technical thinks this:

We really understand how it works.  What you are asking us to do isn’t going to work.

Operations thinks this:

We understand what we need.  You need to make it work the way we need it to work!

1. On documentation…

Technical thinks this:

We don’t have time or resources to document.  If we did you wouldn’t read it anyway.  Do you want us to write about stuff or fix stuff?

Operations thinks this:

You never give us a manual and if you did the first time you never update it.  We never know how it is supposed to work so we can’t help but call you with dumb questions!

1. On communication…

Technical thinks this:

You ignore all the warning messages we program and you never call us until it is completely down and even then you don’t tell us what you were really doing when it finally broke.

Operations thinks this:

You never call us to see how we are doing.  You only show up after we are all the way down and even then you usually fix it without actually having to come out here.

1. On showing some love…

Technical thinks this:

You never call us to say “hey that works pretty well!  Thanks for making that change!”

Operations thinks this:

All you ever say to us is “you didn’t do it right.  You should have done this and that like we told you last time!”

1. On change…

Technical thinks this:

We have to change all the time.  Technology is constantly changing so we have to re-learn everything and adapt.

Operations thinks this:

All the machines and management methods we work with are constantly changing.  We have to re-invent ourselves every year!

1. On time and budget…

Technical thinks this:

We never have enough time nor enough budget to do what needs to be done

Operations thinks this:

We never have enough time nor enough budget to do what needs to be done

1. On who has it easier…

Technical thinks this:

You guys have it easy.  We work all the holidays when you guys are down and long hours in between.  We do all the hard stuff and all you have to do is use it.

Operations thinks this:

You guys have it easy.  You go to lunch every day while we work all the overtime.  Besides we are the ones that has to make up for all the lost time when stuff doesn’t work.

1. On management…

Technical thinks this:

Management doesn’t understand all we have to go through to make this work.  Something always breaks.  They give us unreasonable deadlines and not enough resources and then yell at us when it doesn’t work.

Operations thinks this:

Management doesn’t understand all we have to do every day to get the product out the door.  We don’t have enough people, something always breaks and they measure us against unreasonable metrics.

The more you compare the two sides the equation the more alike they really are.

Here are a few things that can be done:

1. A clear definition of scope and success
2. Strong, experienced leadership to stay out of the weeds
3. Complete alignment at the executive level to resolve the tough ones
4. A commitment to the cause at every level
5. Real teamwork, not a buzzword
6. Professionalism and respect so things don’t derail into personal battles
7. Keeping expectations realistic
8. Short walks in each other’s shoes
9. Continuous and open communication
10. Good planning but not being a slave to a plan that needs fixing