Last Friday I posted an article on “OSS resilience” that mentioned the need for resilience on OSS projects and how to measure it in your new hires. It highlighted the need for resilience in “customer-facing roles” in particular but I immediately realised the misrepresentation within this statement.
I’m sitting here wracking my brain but can’t think of any role that isn’t customer facing… it just depends on your definition of who your customer is.
The obvious customers are the ones that sign contracts with your organisation (the contract customer). That’s invariably the type of role that I’m engaged in BTW. But for the rest of the team that never sees the contract customer, such as some developers, I am their customer (the internal customer). They deliver products and services that allow me to deliver on the OSS contract.
The second perspective is that all roles should have the chance to see contract customers. Not necessarily to do their work under the contract customer’s gaze, but to meet them, learn of their needs / problems, watch how they use the delivered solutions, but importantly to build rapport and empathy for the customers (contract and internal).
If you don’t have this feel for what happens at the OSS coal-face (getting to genba), chances are you’re also disconnected from its needs and challenges,
Earlier this week, I was lucky enough to be introduced to a talented RAN automation expert. He’s one of Australia’s foremost, hands-on, experts on SON
I was listening to a group of telco experts on a podcast the other day. As they were talking, I kept picturing the image of
Earlier in the year, we wrote a series of articles about the chasm that exists between OSS/BSS buyers and sellers (pt1, pt2, pt3, pt4, pt5, pt6). “The chasm” is
Actually, maybe a few related questions. As you’ve seen from recent articles such as this, I’m increasingly interested in the cross-over worlds of comms and
Here at Passionate About OSS, we are exactly that – Passionate About OSS (Operational Support Systems). We’re also passionate about BSS, NMS, or any other names you call the tools that help to operationalise your network.
