Perceptions of quality and its impact on work

Viktor Farcic: Do you think, then, that those people get incentivized based on the customer's perception of quality?

Damon Edwards: Ideally. But do they know what that is? Do they know how their work actually fits in the whole system, and how that impacts this quality? Let's use an example of a siloed firewall team.

This firewall team might just offer the best firewall rule changes in the Western Hemisphere. Their job is to make sure they make only the best and safest rule changes. They do this by offering limited change windows. If you give them your firewall rule change by Tuesday at 2:00 p.m., then by Thursday at 4:00 p.m., your change will be complete.

Now, imagine I'm a developer and I need a change. I may well be thinking that while I'm not a firewall expert, I'm going to try to figure out what to write on this support ticket. I submit the ticket on Monday, but then it gets kicked back to me...