We Do That Already.

I bet we’ve all seen this one:  there’s a process or project in the company that is obviously failing.  The people involved seek outside help with resolving their problems.  When advice is given to do X, Y, or Z to solve the problem, the answer comes back:  “We already do that”.

This is one of the most frustrating things in all of IT, and unfortunately all to common.  The people involved are too close to see the problem; they are following a procedure without realizing what’s wrong with it.  It is almost always tied to assumptions:  Party A is making assumptions somehow based on things they know, and that they assume that Party B and beyond know, and they’re wrong.  Poof.  Failure.

The answer to this is simple.  If an outsider examines your process and tells you that they see something you should do that you think that you already do, then something may be wrong with how you are doing it.  Ask why they think you should do that.  Show them what you are currently doing that you believe fulfills the requirement.  If they tell you it doesn’t, ask why.  Keep asking until you get to the root of the problem.  Sometimes you’re so close to something that you are making assumptions, and these assumptions are not shared, and poof, you’re failing to communicate properly.

What do you do when you’re the outsider though?  How do you open the eyes of the people involved?  Drop your ideas in feedback on this one.  I want to come back to this idea soon to discuss and offer some best practices and solutions!

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