MS.COM Operations Tools Team WebLog

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The Fire Drill or Randomization 101

{knock knock} - Got a second?

{knock knock} - I need your help

{knock knock} - We have a problem

{knock knock} - Do you guys have....?

{knock knock} - THE SKY IS FALLING! THE SKY IS FALLING! :)

 

Sometimes I honestly wonder how we ever get anything done.  I'm not just talking about my team, I'm talking the collective we.  It's amazing to me that with all of the randomization and the aggressive commitments that we have, we continue to be successful.  Now in our case, we're part of an Operations team and if you're in Ops you kind of signed up for Randomization 101 (Fire drills are all part and parcel).  But I often wonder how much productivity is lost as a result of the "quick question" (because it's rarely quick, is it?)  Even if it is truly quick, that break in concentration can set you back several minutes while you attempt to regain your train of thought.  The funny part is as much as we all hate it, we are all guilty of doing it ourselves (c'mon, be honest).  Now there are many techniques that people will tell you to minimize the rate of interruption, but usually they are only marginally successful.  Closing the door, "Email Only" signs (on a closed door), working from home (my personal favorite...but my meeting schedule usually makes this prohibitive), blocking out your schedule (this never works), etc are all techniques that you see used to cull the churn.  Generally these are only marginally successful, though.  Invariably, you see the "hallway dance" outside of your closed blinds.  You all know what I'm talking about.  The brief glimpse of the person dodging and weaving outside of your window trying to peek through the blinds to see if you are truly busy.  And heaven forbid you acknowledge their presence because the door immediately opens and "got a second?" is heard.  Now I'm not saying that all of these are bad.  Sometimes there are truly urgent/important issues that require your attention.  But on the whole these interruptions are things that could have been handled in email or simply waited until later. So my curious nature has gotten the better of me once again.  What are the techniques you find most successful in warding off the drive by?  Me, I'm actually considering just scheduling "interruption time" on my calendar...but then someone would probably just schedule over the top of it. 

 

That's all for now....sorry for the interruption!

 

Scott

Published Friday, September 03, 2004 10:05 AM by mscomts

Comments

 

Phil Renouf said:

Hahah, yeah someone would just schedule a meeting over it. That one really bugs me, why do people continually schedule meetings at times when it's obvious that I am booked. I understand that it's tough to find a common time for everyone, but sheesh!

In rare cases we've had to resort to telling people they are simply not allowed to talk to the operations people at all. They have to talk to some of the senior guys who are a part of the Ops team, but who don't do ops work. If something needs to get filtered down to the ops guys then those people will deliver the message. This really came about though because of a handful of Project Managers who litterally would walk over to the Ops ppls desk every 30-45 minutes for status updates. I mean, like 7 status updates or questions, or "got a second" from one person is just too busy.

The classic case was one guy in preticular who would come over and the conversation would go like this:

PM: Do you have a second?
Ops: No
PM: I just have a quick question
Ops: I told you, I'm too busy. Come back later
PM: It'll just take a second
Ops: Go ask bob, he has a second
PM: But only you can answer
Ops: Fine...what do you want?
PM: Are you busy?
Ops: I said I'd answer your question, what do you want?
PM: I just want to know if you're busy
Ops (freaking out now): You just wanted to find out if I am busy? You're kidding right?

I wish that was a joke, but that was an actual conversation I overhead and at the end I had to go over and intercept the PM and get him the hell out of there before the Ops guy freaked on him.

Always funny :)
September 3, 2004 10:27 AM
 

scott said:

Schedule fake meetings when you really need to get work done and lock yourself in the meeting room.
September 3, 2004 10:34 AM
 

Scott said:

It's always a fascinating case study in human nature, isn't it? We're all guity of it, but we all hate it. I may have to give the fake meeting a try. Hadn't thought of that one!
September 3, 2004 11:02 AM
 

Vatsan said:

I was talking to someone the other day and suggesting that she must block time in her schedule as busy to get her Really-Important-Work done. Apparently, it won't do because others would just schedule meetings over the blocked time. Why ? Because 'others' work was 'higher priortity'. Huh! I'm waiting for the day this happens to me (and hopefully, it will be a Big meeting and I'll be an important player) - and I'll just reject the invite with no reasons whatsoever, and then taunt the meeting organizer by eluding all attempts to contact me ... or even better, just setup a special rule with an OOF message just for that person...

Even hearing about such things is annoying..sheesh!
September 3, 2004 1:27 PM
 

MS COM Operations Tools Team WebLog The Fire Drill or Randomization 101 | debt consolidator said:

June 15, 2009 4:01 PM
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