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Communicating Effectively With Your Business Partners Slide 1 Communicating Effectively With Your Business Partners Slide 2 Communicating Effectively With Your Business Partners Slide 3 Communicating Effectively With Your Business Partners Slide 4 Communicating Effectively With Your Business Partners Slide 5 Communicating Effectively With Your Business Partners Slide 6 Communicating Effectively With Your Business Partners Slide 7 Communicating Effectively With Your Business Partners Slide 8 Communicating Effectively With Your Business Partners Slide 9 Communicating Effectively With Your Business Partners Slide 10 Communicating Effectively With Your Business Partners Slide 11 Communicating Effectively With Your Business Partners Slide 12 Communicating Effectively With Your Business Partners Slide 13 Communicating Effectively With Your Business Partners Slide 14 Communicating Effectively With Your Business Partners Slide 15 Communicating Effectively With Your Business Partners Slide 16 Communicating Effectively With Your Business Partners Slide 17 Communicating Effectively With Your Business Partners Slide 18 Communicating Effectively With Your Business Partners Slide 19 Communicating Effectively With Your Business Partners Slide 20 Communicating Effectively With Your Business Partners Slide 21 Communicating Effectively With Your Business Partners Slide 22 Communicating Effectively With Your Business Partners Slide 23 Communicating Effectively With Your Business Partners Slide 24 Communicating Effectively With Your Business Partners Slide 25 Communicating Effectively With Your Business Partners Slide 26 Communicating Effectively With Your Business Partners Slide 27 Communicating Effectively With Your Business Partners Slide 28 Communicating Effectively With Your Business Partners Slide 29 Communicating Effectively With Your Business Partners Slide 30 Communicating Effectively With Your Business Partners Slide 31 Communicating Effectively With Your Business Partners Slide 32 Communicating Effectively With Your Business Partners Slide 33 Communicating Effectively With Your Business Partners Slide 34 Communicating Effectively With Your Business Partners Slide 35 Communicating Effectively With Your Business Partners Slide 36 Communicating Effectively With Your Business Partners Slide 37 Communicating Effectively With Your Business Partners Slide 38 Communicating Effectively With Your Business Partners Slide 39 Communicating Effectively With Your Business Partners Slide 40
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Drawing from the three elements of trust (Motivation, Integrity, and Competence), Randy Shoup discusses how engineering leaders can work and communicate effectively with their product and business counterparts.

In the first section, we discuss
* Outcomes Over Outputs
* Integrity and Transparency
* Continuous Delivery and Estimation

In the second section, we apply these ideas in three common scenarios faced by engineering leaders:
* "We Need to Go Faster"
* Technical Debt
* Site Incident

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Communicating Effectively With Your Business Partners

  1. 1. Communicating Effectively with Business Partners Randy Shoup @randyshoup linkedin.com/in/randyshoup
  2. 2. @randyshoup Background
  3. 3. Elements of Trust •Motivation •Integrity •Competence
  4. 4. Elements of Trust •Motivation •Integrity •Competence
  5. 5. Outcomes Over Outputs @randyshoup
  6. 6. Business Outcomes • Clear business metrics o Revenue, profit, market share, etc. • Clear customer metrics o Performance of key customer flows o Failed Customer Interactions o Availability to Business @randyshoup
  7. 7. Engineering Outcomes @randyshoup Accelerate State of DevOps Report, 2019
  8. 8. Outputs (Track them; don’t manage to them) • “Train Seats” • Story points • Lines of Code • Code coverage @randyshoup
  9. 9. “What Problem Are We Trying to Solve?” @randyshoup
  10. 10. Engineering Discipline • Engineers are trained in disciplined problem- solving o Not everyone is  • It is our job to help clarify and refine the problem @randyshoup
  11. 11. “A problem well-stated is a problem half-solved.” -- Charles Kettering, head of research at GM @randyshoup
  12. 12. Engineering is about solving problems … @randyshoup … Sometimes we solve those problems by writing code.
  13. 13. Elements of Trust •Motivation •Integrity •Competence
  14. 14. “Tell It Like It Is” • Share both good news and bad news o Never hide the situation • Share engineering context o Given common context, well-meaning people generally agree • ”Disagree and Commit” @randyshoup
  15. 15. “The Curse of Knowledge” • We understand the options, tradeoffs, and implications • It is our job to help our partners understand them @randyshoup
  16. 16. Regular Communication • Regular structured communication o Up, laterally, down o Just as important when things are good as when things are bad • Visibility into status and issues o Similar to monitoring a service! @randyshoup
  17. 17. “The half-life of trust is six weeks.” -- Steve McConnell @randyshoup
  18. 18. “Transparency is Power” @randyshoup
  19. 19. Elements of Trust •Motivation •Integrity •Competence
  20. 20. Continuous Delivery • Show a consistent trajectory of incremental value • Deliver on commitments • When things don’t go as planned … o Be Honest o Provide Options @randyshoup
  21. 21. Feature 1 Feature 2 Feature 3 Feature 4 Feature 5 Too Much in Parallel Month 4 @randyshoup
  22. 22. Deliver Incremental Value Month 4 Month 2 1a 1b 1c 1d 2a 2b 2c 3a 3b 3c 3d 4a 4b 4c 5a 5b @randyshoup
  23. 23. Estimating Effort • Honor request o Planning and resource allocation o Coordinating resources and dependencies (Marketing, Purchasing, etc.) • Communicate Uncertainty o Perfect accuracy is impossible, rarely required o Ranges, progressively refined over time o Time-boxed work @randyshoup
  24. 24. Elements of Trust •Motivation •Integrity •Competence
  25. 25. Scenario 1: “We Need to Go Faster” @randyshoup
  26. 26. Negotiating Tradeoffs @randyshoup Scope Time Quality
  27. 27. “Here is what I need …” @randyshoup
  28. 28. Scenario 2: Technical Debt @randyshoup
  29. 29. Frame the Problem: Quality and reliability are business concerns @randyshoup
  30. 30. Use Common Currency Time @randyshoup Money People
  31. 31. Improvement Budget • Explicit resource investment o Agree on an up-front investment (e.g., 25%, 30% of engineering efforts) • Retain autonomy, Provide transparency o Making these decisions is exactly why they hired you @randyshoup
  32. 32. Scenario 3: Site Incident @randyshoup
  33. 33. During the Incident • Focus on restoring service o Everything else is secondary, and should wait • Shield the team • Clear, structured communication o Even when there is nothing to report! @randyshoup
  34. 34. After the Incident • Blameless postmortem • Identify and understand the contributing factors • Action items and Learnings • Follow Up! @randyshoup
  35. 35. 15 Million “Never let a good crisis go to waste.” @randyshoup
  36. 36. “Incidents are unplanned investments, and they are also opportunities. Your challenge is to maximize the ROI on the sunk cost.” @randyshoup -- John Allspaw, Adaptive Capacity Labs
  37. 37. Elements of Trust •Motivation •Integrity •Competence
  38. 38. “If you can’t change your organization, change your organization.” -- Martin Fowler @randyshoup
  39. 39. Thank you! @randyshoup linkedin.com/in/randyshoup medium.com/@randyshoup

Drawing from the three elements of trust (Motivation, Integrity, and Competence), Randy Shoup discusses how engineering leaders can work and communicate effectively with their product and business counterparts. In the first section, we discuss * Outcomes Over Outputs * Integrity and Transparency * Continuous Delivery and Estimation In the second section, we apply these ideas in three common scenarios faced by engineering leaders: * "We Need to Go Faster" * Technical Debt * Site Incident

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