Don't play the Blame Game

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One of the growing pains as an organisation is the blame game, when it comes to bug distribution. Don’t waste too much time with this problem-oriented approach and start being solution-oriented. You may have already experienced it. There is a bug and everyone expects someone else to take care of it. I call that the blame game and it happens on many levels in an organisation: - You are a cross-functional team and it's expected from the backend developer to fix backend problems. - Teams are divided in their domains, when the ownership of a bug is unclear and no one takes ownership - Even departments like Customer Care and Development can have different opinions from their stakeholders about a bug Symptoms can be long discussions or even ignorance. Teams distrust each other, technical debts grow, users get frustrated and the culture becomes toxic. In my own experience, I experienced the blame game mostly between teams when we grew from 2 developer teams to multiple teams committing to the same repository and dealing with a lot of legacy code. The blame game can occur as a growing pain of an organisation. In this session you will get to know certain strategies about how to avoid the blame game which injects a culture of transparency and trust into your organisation.

Leadership & Management

Don’t Play the Blame Game
By Michael Schlimbach

Michael Schlimbach
Senior QA Engineer @ Staffbase
New Role: Technical Product Manager
Likes processes
Nerd (Star Trek, Lego,
Magic The Gathering)
Likes test automation
Studied European History and
Communication Science
Patchwork family
@sixdollarman.bsky.so
Substitute teacher for Mathematics

Whatisthe
BlameGame?
A situation in which different individuals or groups
attempt to assign blame to each other for some problem
or failure
Merriam-Webster Dictionary

HowdidI
experiencethe
BlameGame?
 Distributed domains between teams causing discussion
on bug tickets working in a legacy environment
 Reluctancy to self-managed distribution of bug tickets

Post mortem
 Focus on incident
 Root Cause Analysis
 Action Items to prevent new incidents
 Outcome openly shared
Retrospective
 Focus on processes and cooperation
 Open to more different topics
 Action Items to improve cooperation
 Las Vegas rule

Internal
Bugs
External
Bugs
Crowd
Testing
Bugs
Customer
Bugs

Ourstruggle
1.Team identification
2.Establish pull principle

HeadofQA
assigningtickets
 Good intentions
 Perceived as overbearing, disturbing
 “Doesn’t he have other things to do?”

Shifts
 2 QA to identify ticket owners and approach them
 Disturbing the daily work
 People tend to ignore the shift

Identifying the team with
the help of AI

Is it possible to avoid discussion on tickets
and help teams to find their bug tickets faster
and more confident?

Theprompt
 Setting description
 Description of all the teams and their domains
 Prompt to act as QA Engineer and decide which
team should own the following bug ticket
 Ticket description
 Name the team and why

Thesetup
 86 tickets (External tickets only)
 Team was already identified
 Tickets with discussion identified

AI was right AI was wrong
Humans were
right
Humans were
wrong

AI was right AI was wrong
Humans were
right
56 % 13 %
Humans were
wrong
0 % 31 %

AI was right AI was wrong
Humans were
right
56 % 13 %
Humans were
wrong
0 % 31 %
69%

Whatto
improve
 More details in the domains
 Improve domain description by asking to
provide two teams and measure the
discussion
 Run the same prompt multiple times to
determine the accuracy
 Ask for a confidence score

Benefits
 Instant feedback and decision support
 No human is blocked by the task

AI has potential to support in bug triaging,
but needs very accurate descriptions to
support teams and avoid discussions and ping
pong

Engage pull principle
through gamification

Imagine a world, where bugs are Zombies,
lurking around and approaching you front
yard. Sometimes they approach in masses, so
your task is to separate them and get rid of
them.

Teamscollect
pointsfor:
 Moving a bug ticket into a backlog
 Resolving tickets
 Fixed
 Closed as non-fix

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Don't play the Blame Game

1. Don’t Play the Blame Game By Michael Schlimbach

2. Michael Schlimbach Senior QA Engineer @ Staffbase New Role: Technical Product Manager Likes processes Nerd (Star Trek, Lego, Magic The Gathering) Likes test automation Studied European History and Communication Science Patchwork family @sixdollarman.bsky.so Substitute teacher for Mathematics

3. Whatisthe BlameGame? A situation in which different individuals or groups attempt to assign blame to each other for some problem or failure Merriam-Webster Dictionary

4. HowdidI experiencethe BlameGame?  Distributed domains between teams causing discussion on bug tickets working in a legacy environment  Reluctancy to self-managed distribution of bug tickets

5. A story about a bug

9. Post mortem  Focus on incident  Root Cause Analysis  Action Items to prevent new incidents  Outcome openly shared Retrospective  Focus on processes and cooperation  Open to more different topics  Action Items to improve cooperation  Las Vegas rule

10. Internal Bugs External Bugs Crowd Testing Bugs Customer Bugs

11. Ourstruggle 1.Team identification 2.Establish pull principle

12. How not to do it.

13. HeadofQA assigningtickets  Good intentions  Perceived as overbearing, disturbing  “Doesn’t he have other things to do?”

14. Shifts  2 QA to identify ticket owners and approach them  Disturbing the daily work  People tend to ignore the shift

15. Make it your daily routine

16. Identifying the team with the help of AI

17. Is it possible to avoid discussion on tickets and help teams to find their bug tickets faster and more confident?

18. Theprompt  Setting description  Description of all the teams and their domains  Prompt to act as QA Engineer and decide which team should own the following bug ticket  Ticket description  Name the team and why

19. Thesetup  86 tickets (External tickets only)  Team was already identified  Tickets with discussion identified

20. AI was right AI was wrong Humans were right Humans were wrong

21. AI was right AI was wrong Humans were right 56 % 13 % Humans were wrong 0 % 31 %

22. AI was right AI was wrong Humans were right 56 % 13 % Humans were wrong 0 % 31 % 69%

23. AI was right AI was wrong Humans were right 56 % 13 % Humans were wrong 0 % 31 %

24. Whatto improve  More details in the domains  Improve domain description by asking to provide two teams and measure the discussion  Run the same prompt multiple times to determine the accuracy  Ask for a confidence score

25. Benefits  Instant feedback and decision support  No human is blocked by the task

26. AI has potential to support in bug triaging, but needs very accurate descriptions to support teams and avoid discussions and ping pong

27. Engage pull principle through gamification

28. Imagine a world, where bugs are Zombies, lurking around and approaching you front yard. Sometimes they approach in masses, so your task is to separate them and get rid of them.

29. Teamscollect pointsfor:  Moving a bug ticket into a backlog  Resolving tickets  Fixed  Closed as non-fix

30. Let’s play a game

Don't play the Blame Game

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