Everyone is an exception

There are no exceptions to the rule that everybody likes to be an exception to the rule.”
Charles Osgood

When it comes to customer experience management at a CSP, Charles Osgood’s statement rings true. A friend of mine recently talked about the challenge of solution design where “Everyone is an exception.”

When it comes to designing OSS systems and processes, too many engineers / analysts treat Osgood’s statement as gospel, that every single exception has to be handled as part of the rule.

There are too many OSS that have the rule (ie the ~80% of cases in Pareto’s 80/20 rule) bogged down by designing processes to handle all the exceptions (ie the 20% of cases).

My preference is to streamline the normal (ie the 80%) and hand off exceptions to special resolution processes. I also try to suggest / impose ruthless simplification and standardisation where possible to ensure that there are less variations of exceptions to be handled.

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