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Phase II installation bugs: Handling of bugs

' ... I mean half of the grief comes from the fact that there are these spurious communication routes, not the official commumication routes. Who whinges to whom when they're not happy about something. ... Problems go through Keith in to us. If they're serious, Keith passes them on to Jenny. Keith will not always, but generally will, at least he'll say that's minor and pass it on to us, if it's more major he should talk to us first and decide what's going on. See if it's an IT problem or..half the things are not, you see, but in practice people bypass him. ...

There should be no underwriters going to Jenny with system problems but there always are and half the time it's..we get things coming down, saying this doesn't work properly so you know because somehow it's got up to Jenny and to Kevin then come down to us from above something gets high priority. We've put something important aside, start looking at this and discover it works fine, spend two hours testing it thoroughly to find it works fine. Call the underwriter back because we haven't got a proper report form saying where and what the problem is ... and of course they've done something wrong. Again it doesn't help. We should insist, always insist that we have a proper report form before we start looking at a problem but if it's up with Jenny or even worse if it's up with her boss, ??? then you know the appropriate paperwork doesn't get done, we have to give it some priority. ... '

X042 page 002.01e (tape 05.1.01e) Matt Notes/Tape 14/06/94

Social influence: Individual: Informal networks
Technical influence: Tasks: Maintenance


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