Hazard | Commitment |
---|---|
Ticket volume is too high | Build (and adjust) hiring model based on the best data available, hire as quickly as possible while keeping quality up. |
Team knowledge doesn't match ticket difficulty | Develop training materials, provide time for professional development, encourage specializations. |
We aren't hitting our SLOs | Hire and train as per above. Add regularity to scheduling and encourage efficient work patterns. |
Leadership breaks trust | Communicate in public channels, alert early and often of potential discussions, engender the GitLab value of Transparency. |
Fear of conflict results in poor decisions | Provide focus on meta-issues by triaging issues in the Active Now board. Encourage buy-in and bravery. Truly listen and respond. Explicitly overrule: state reasoning and thank everyone for voicing opinions. |
Team lacks commitment to results or implementing decisions | Ensure voices are heard. Re-enforce "disagree and commit". Build accountability. |
There's no accountability in poor results or not meeting commitments | Reinforce GitLab value of Results by paying attention and following up. |
Lack of trust as the team grows | Make an intentional effort to frequently do pairing sessions between regions. |
As we continue to increase in size, there's a number of challenges that we need to address and/or questions we need to answer:
As we grow: