Just because you have a $1 million dollar software budget, it doesn't necessarily mean that you can develop better software than a similar company with a $100,000 budget..."This new system is driving me crazy!" Janet, the hotel desk attendant, muttered as she punched at the keyboard buttons. She looked back at me, flashing her best customer smile. "Sorry, it will be a minute."
She returned to scowling at the keyboard. Apparently the system finally accepted her input; she looked up at me with a satisfied expression. There was a pause as we waited for the system to respond. A long pause.
To fill the time, she asked, "So Ms. Hendrickson, what do you do?"
"I work with software development organizations to improve software quality."
"OH!" she exclaimed. "I wish you were at corporate. I don't know what they were thinking. This new software was supposed to be an improvement, but it's much worse than the old system. It's slow, and I can't figure out what it wants from me half the time."
I involuntarily began imagining the process at corporate.
A 15-person Steering Committee directed a five-person Requirements Task Force to analyze the business and user requirements. The Requirements Analysts sent out surveys, poured through help desk call records, and even interviewed a few users. They produced an 83-page tome that they handed off to the Designers.
A three-person Design team wrote a specification answering the requirements. The 96-page specification was nominally written in English, but because of the amount of jargon used it required a translation guide. The Design team sent it out for review with a deadline for comments. The specified date passed with no comments from the Steering Committee or the Requirements Analysts (who were off to new assignments so they couldn't spare any more time for this project anyway). The specification went to the Programmers.
The Programmers implemented to the specification. There were a few things that were very difficult to do, so they compromised. It would be no big deal if users had to enter a few more keystrokes to access that information, right?
Then the Testers were given two weeks to test it. It took most of the first week to figure out how the new software worked. They found a few bugs, but no show-stoppers. The Programmers fixed a few things and the software was deployed to the field.
That's where Janet comes in. Janet doesn't know anything about the ins and outs of creating software. She probably doesn't want to know. She just wants to serve her customers well. And this software is not helping.
Back at corporate, the Steering Committee, Requirements Analysts, Designers, Programmers and Testers are congratulating themselves on a solid release. What they don't see is Janet's pain.
All this flashed through my mind in an instant. I looked back at Janet. "Have you called corporate to tell them what you think?" I asked.
"What good would that do?" Janet sneered. "I'll wait on hold for 25 minutes before getting to someone at the help desk. And they're never much help. No, I'll deal with it. Maybe it will get easier. They're sending me to training next week."
So the feedback loop is broken. The team back at corporate has no mechanism to find out whether the software is any good. Oh, sure, they'll detect catastrophic problems that cause servers to go down. But they won't see the little things that cause long queues at the front desk of the hotel.
If we interviewed the team that created the system, they'd say: "This is our best release ever. We did all the right things. We analyzed requirements and wrote specifications before writing the software. We tested the software before we deployed it. How could the result be wrong?"
How indeed?
Perhaps important nuances were lost in the requirements and specifications verbiage. Perhaps the ship criteria, "no showstopper bugs," could indicate either "solid code" or "not tested." And perhaps the lack of a feedback loop from the field means they have no way of knowing how the users like the new system. "We've been deployed for a month and had only five calls!" the team crows. Like a broken pipe, they see only the trickle of complaints that make it through and miss the flood of complaints leaking away.
Of course, all this happened in my imagination. But I've seen it happen in reality. Ironically, organizations that control their software development process tightly don't necessarily serve their users any better than organizations that cobble something together and throw it over the wall. It's easy to become so tied up in process that we forget the reason for building the software in the first place. Unless we close the feedback loop, we don't really know whether what we've produced is really any good.
Just ask Janet.
| DISCLAIMER: The content provided in this article is not warranted or guaranteed by Developer Shed, Inc. The content provided is intended for entertainment and/or educational purposes in order to introduce to the reader key ideas, concepts, and/or product reviews. As such it is incumbent upon the reader to employ real-world tactics for security and implementation of best practices. We are not liable for any negative consequences that may result from implementing any information covered in our articles or tutorials. If this is a hardware review, it is not recommended to open and/or modify your hardware. |
More HTML Articles
More By Elisabeth Hendrickson
 developerWorks - FREE Tools!
|
<a href="http://zeus.developershed.com/shonuff.php?blackbird=3853&zoneid=442&source=&dest=http%3A%2F%2Fwww.ibm.com%2Fdeveloperworks%2Fspaces%2Fjazz%3FS_TACT%3D105AGY31%26S_CMP%3DDEVSHED&ismap="><img src="http://images.devshed.com/corp/img/news/jazz01.gif" alt="developerWorks Jazz space" align="left"></a>You've heard the buzz about Jazz... want to know more about it from a developer's perspective? Check out the Jazz space on developerWorks. This space is an up-to-date resource for developers, including technical information about Jazz and products built on Jazz, like Rational Team Concert Express. The Jazz space includes content from a wide variety of sources, including links, feeds, and comments from experts.
FREE! Go There Now!
|
|
|
|
Join this Rational Talks to You teleconference, featuring Paul Boustany and Mark Krasovich, to speak to the experts about becoming a Rational ClearCase power user. Get a chance to ask your questions and learn tips and tricks for using Rational ClearCase in Agile development
FREE! Go There Now!
|
|
|
|
This whitepaper presents the benefits of successfully introducing static analysis into your organization using IBM Rational Software Analyzer. Additionally, it identifies some common pitfalls that can hinder the effective use of static analysis tooling as well as presents 10 simple strategies designed to help you quickly realize the value of static analysis using Rational Software Analyzer.
FREE! Go There Now!
|
|
|
|
Visit IBM developerWorks to download a free trial version of Lotus Quickr 8.0, which enables collaboration by transforming the way everyday business content such as documents, rich media, photos, and video can be shared. Lotus Quickr makes it faster and easier to share content of all types (not just documents) within virtual teams. It is designed to make it easier to collaborate across organizational boundaries, while continuing to work within the context of familiar desktop applications.
FREE! Go There Now!
|
|
|
|
Download a free trial version of IBM Rational Software Analyzer Developer Edition V7.0 to identify bug defects earlier in the software development cycle. Rational Software Analyzer is an extensible software development solution that reduces the expense of bug-fixes by enabling static analysis code reviews and bug identification very early in the development cycle.
FREE! Go There Now!
|
|
|
|
Visit IBM developerWorks to download a free trial version of WebSphere Extended Deployment Compute Grid, which lets you schedule, execute, and monitor batch jobs. Because online transaction processing and batch jobs execute simultaneously on the same server resources, you can avoid costly duplication of resources. Compute Grid supports job types of Java transactional batch, compute-intensive and a new type called "native execution", which enables non-Java workloads to run on distributed end points.
FREE! Go There Now!
|
|
|
|
Rational Build Forge Express Edition is an automation framework that packages the latest enterprise-grade technologies into a reliable, flexible and robust configuration designed and priced specifically for small to midsize businesses. The new Rational Build Forge Express eKit provides you with valuable resources – including a case study, podcast, demo, and articles – to help you increase staff productivity, compress development cycles and deliver better software, fast.
FREE! Go There Now!
|
|
|
|
Join this Rational Talks to You teleconference on December 6 at 1:00 pm ET to participate in an agile application development discussion and get your questions answered on using IBM Rational Method Composer in a distributed environment.Get your questions answered!
FREE! Go There Now!
|
|
|
|
Get a free trial download of the latest version of IBM Rational Performance Tester V7.0.1, a load and performance testing solution for teams concerned about the scalability of their Web-based applications. Combining multiple ease-of-use features with granular detail, Rational Performance Tester simplifies the test-creation, load-generation and data-collection processes that help teams ensure the ability of their applications to accommodate required user loads.
FREE! Go There Now!
|
|
|
|
The discipline of assembling and delivering software is maturing beyond standard developer-centric compile/test software builds. The end-to-end software development lifecycle is emerging as the new focus moves “Beyond the Build.” Join this on demand webcast to learn about methods for streamlining software delivery and key capabilities of the IBM Rational Build Forge framework for automating build and release management in environments of any size.
FREE! Go There Now!
|
|
|
|
All FREE IBM® developerWorks Tools!
|
/ 2 
