Friday February 17, 2006

Global Collaboration

I was visiting a US colleague last week, who is also a Program Leader for Sun Global Resolution Troubleshooting, and he wanted me to have a look at a Problem Specification that he had facilitated along with a Solaris OP N/1 PL.

This was a problem being seen in 3 customers around the world, 2 US Customers and a French Customer. By using our global resources and troubleshooting methods, our investigations helped the senior technical resources develop a suitable Test Case to help produce the fix.

When discussing this problem with the senior engineers, they told me that gathering the data about what these customers had in common, with what machines were having the problem, as well as knowing what machines they had that were not having the problem was instrumental in helping them focus on the specific areas to build the test case.

When questioning customers for more details about their problem in a structured way really does help. Steve White mentions this in his blog, where he talks about the 15 Minute Spec .

(2006-02-17 06:21:05.0) Permalink