How a RACI Matrix Can Help Your Project Succeed

Do any of these statements sound familiar to you? If so, a RACI matrix for your project might be overdue.

  • ‘My primary stakeholder approved all of the requirements, but now the project sponsor doesn’t agree with what we implemented.’
  • ‘I elicited requirements from a large pool of stakeholders and now I can’t get anyone to take ownership of signing off on the documentation.’
  • ‘Development has informed me, after requirements have been signed-off, that one of the requirements that I documented cannot be implemented.’
  • ‘Several of my project’s requirements have not been implemented and a project deadline is coming up.  The developer who was working on those requirements says he doesn’t have time to finish them.’

Employees leave managers, not companies

Today I found out one of my good friends left their position at a well known technology company that many people would “kill” to work for. I asked him why he left, expecting an answer like “I needed more of a challenge”, or “I outgrew the position and there was no where for me to grow”, but instead he said “I couldn’t work with my boss”.

Getting Your Résumé Read

I’ve been going through a big pile of applications for the summer internship positions at Fog Creek Software, and, I don’t know how to say this, some of them are really, really bad. This is not to say that the applicants are stupid or unqualified, although they might be. I’m never going to find out, because when I have lots of excellent applications for only two open positions, there’s really no need to waste time interviewing people that can’t be bothered to spell the name of my company right.

So here are a few hints to review, if you’re sending out résumés.

Customer Service: 5 Rules for Handling Complaints

The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here’s how to defend your company and defuse a crisis.

While the Internet has made global commerce a reality, the online social services it spawned have also provided a worldwide megaphone for dissatisfied customers. From Bank of America’s reversal on debit card fees to Apple’s “antenna-gate” to Netflix’s pricing plan backlash, companies have struggled to respond effectively in the social space.

Where do they go wrong? In almost every case, they forgot one of these five rules of online customer service.

Learn About ITIL

The Information Technology Infrastructure Library (ITIL) is a set of concepts and techniques for managing information technology (IT) infrastructure, development, and operations. ITIL® is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. A whole ITIL philosophy has evolved from the guidance contained within the ITIL books and the ITIL professional qualification scheme.