September 26th, 2005

  Filing a toilet ticket…

Greetings,
I work for a major ecommerce corporation. I’m not used to that; I’ve usually worked for much smaller companies.

So today, when I found the toilet not working quite right, I tried to call the operator to find out who I should call, and maybe get transferred to them.

They told me to ‘File a Remedy ticket.’ Now Remedy is an absurdly complex application which tracks trouble tickets, and is generally used to track IT issues. They are, indeed, also using it to track plumbing issues. I cannot imagine who decided to swat this mosquito with this nuclear weapon, but the scariest part to me is that I now am absolutely confident that even the plumbers have SLA’s (Service Level Agreement) they have to meet.

Another sign of the ossification of a company: The focus on ‘process’ as the means of getting things done.

I take this in stride, however, because this was a Very Good Weekend for me. I’ll get to that in a bit.

— Morgan Schweers, CyberFOX!


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