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Letting Go of the Formality

It wasn’t that long ago that suits, ties, knee-length skirts, heels and pantyhose were required wardrobe staples. In fact, many enterprise Fortune 100s upheld a formal dress code as part of their HR Policy Handbooks. Goldman Sachs, the last bastion of formality on Wall Street, finally relaxed its dress code and offered a “flexible style” option. They only did so last year. Their updated policy permitted men to choose garments other than suits. Admittedly, this made things more complicated for women but that’s a topic for another blog.

Since we’re agile practitioners here at InRhythm, it made sense to look at our own approaches to talent and acquisition. Not to mention retention. Practices and policies drive corporate culture. Here, Agile Platinum Principle One: resist formality, must serve as one of the pillars of our talent strategy.

If your company doesn’t offer a culture that’s aligned with the needs and expectations of today’s job seekers, then, as Hiring Manager or Chief People Officer, you’re going to have a really hard time. At best, you’re going to struggle and slog through your days and recruiting campaigns. At worst, you’re not going to have any people to serve as Chief over!

The link between informality and tech

Ask anyone within the technology field, or external to it, to describe or draw a person in tech, be it a software developer or a startup founder. The universal response is a male, typically Caucasian, dressed in sloppy jeans and a hoodie. Where did this level of informality originate?

Many would cite Lou Gerstner’s (former CEO of IBM) decision to roll out “casual dress.” Even the New York Times balked with a headline that read, “Black Jeans Invade Big Blue.” Shortly thereafter, Hewlett Packard (HP) introduced “Blue Sky Days” which permitted employees to wear jeans to work on Fridays. From there, dress code devolved or evolved – it depends on your perspective – into what we see today.

However, the Platinum Principal of resisting formality is not restricted to dress code. It extends into everything that we do. Formality also has implications with unconscious bias, how we greet and interact with people, the forms that we require candidates to complete and so on. Tone and style go hand in hand.

How are we resisting formality?

We are constantly taking steps to increase our awareness and connection with our prospective employees, candidates, contractors, staff and employees. Efforts are made to understand what they need so that we can craft our talent, acquisition and retention strategies around their needs and expectations versus requiring that they conform to ours. Here, we have embraced an agile culture across the company, not just in our product development efforts.

As agile craftsmen, with respect to HR recruiting and retention strategies, we have adopted an approach that is more responsive than it is prescriptive. Our applications are deliberately designed with brevity in mind to expedite the hiring process. We measure how long it takes from the time that an application is submitted to an open job posting until someone is seated in the role. A conscientious effort, with monitoring, is made to ensure that we are constantly moving our candidates through the hiring process as swiftly as they seek to do so.

Another way that may come as a bit of a surprise is the effort we make to create a relaxed culture that allows for flexibility and downtime. We understand the enormous pressure and stress that our employees feel as they do all that they can to deliver on our clients’ needs. It’s okay to push through a couple of scrums or back-to-back sprints but it’s not sustainable. Over the holidays, we relaxed with an in-house office party and gave people some bonus time. This week is Valentine’s Day: celebrate it or not, you don’t need to make it about sending flowers and chocolates to your partner. Use it as a reminder to resist formality, take some time and reach out to whomever it is that you care about, be it a parent or sibling or a friend.

Resist formality! Make strides to emulate the people and culture around you. Forcing people into a process defined by its rigor and inflexibility is the antithesis of what a company should do. Particularly a company who’s purpose is to bring agile methodologies and success to our clients.

Stu Weiser,

Director of Talent Acquisition
Image created by katemangostar – www.freepik.com

Unleashing The Potential Of Your Offsite Team

Thriving vs Surviving

Are You Unleashing Your Team’s Potential? Or, are you an engineering Practice Lead or Manager who’s unconsciously capping your team’s potential? While there may be the odd diabolical leader who intents on deliberately holding his or her team back, I like to think that doing so is not the norm. Leaders of agile craftsmen want their teams to flourish and fly through each sprint. Doing so will require creating an environment and work culture that fosters improvement and unleashes a team’s potential.

With a new year and decade here upon us, the idea of making resolutions to catalyze changes isn’t new. It’s a centuries-old tradition that has begun to fall out of favor. Given that < 8%  of us make it through the year, performance and motivation coaches suggest that we set goals for the year instead of resolutions. By setting a goal, we know which direction we’re headed for and it allows us to “slip back” or go off-course occasionally yet still track towards the goal unlike resolutions, which do not offer the same latitude. 

Here at InRhythm, we’re looking forward to achieving continued success in 2020. With increased efforts to build and empower our 10x teams and to better enable our clients, we have set several key goals for the year ahead.

2020 Goals

  1. Continue to put our customers first and make every effort towards 100% customer satisfaction
  2. Foster a culture that truly embodies the Agile Manifesto
  3. Grow our footprint in new markets and industries 

As the Practice Lead , I’m conscious of how well my team is performing and how the toll of being onsite at clients’ workspaces affects them. I’m also aware that I need to give the team space to work together on a sprint and to figure things out on their own. When they hit an obstacle or begin struggling with forward progress, that’s the time to jump in. Until then, leaders must encourage their teams to experiment and err, support them, and back them when the choices they’ve made may not be the ones anticipated by their employer but they’re exactly the right ones needed for the client.

In addition to giving your team some latitude and space so that they can creatively solve problems without you helicoptering over them, you also need to think about giving them recognition. Of course, nobody wants to celebrate repeated failure, but, if a software developer made an informed decision to try to do something in a new way and everyone could extract lessons learned from that effort, then s/he/they should be celebrated for making a bold move and trying to do something different. It should go without saying that the successes also need to be celebrated. Recognition motivates teams to try harder.

Efforts in the opposite direction will have – no surprise – the opposite effect. For example, a lack of recognition for doing well or finger-pointing when there is an error will demotivate teams and start to put restraints on their ability (and desire) to flourish. Powering up 10x teams requires motivation and support so that members can dig deep and unlock their potential. Motivation should be a weekly or monthly focus and not reserved for the one day each year when companies formally recognize their employees, clients or management team. 

Here at InRhythm, we’re encouraging more dialogue between members and practice leaders and added the role of a liaison designed to facilitate open and honest discussion. We’re creating a culture where it’s safe to respectfully voice an opinion and to try new things that could make a difference for our clients. It’s also about accountability. If a team member come forward and voices a concern or a need that does not get addressed with an effort towards closed-loop communication, that member’s potential becomes thwarted. 

Have you made 2020 all about your team’s potential? Are you subconsciously thwarting it or actively boosting it? Be the practice leader that helps teams thrive – not just survive.

Customers are Much, Much More Than Signed Contracts

December 3rd: Customer Collaboration Over Contract Negotiation

Like most things, how you see something is a matter of perspective. The lens that you look through is shaped by experience, environment, who you’re influenced by and the attitude you take towards life and the given topic in particular.

Applying a customer-centric lens to branding, product development and marketing seems like an obvious thing to do, however, it wasn’t until the 1960s when Lester Wunderman urged companies to do so. Moreover, it wasn’t until the turn of the last century when customers took control with their collective new ability to dictate a brand’s narrative via the internet and dawn of social media. So, this concept of customer-centricity, in practice, is actually a modern way of thinking.

“Agile Value #3: customer collaboration over contract negotiation” is an example of a customer-centric approach. However, the core component of the directive is essentially the same. It’s all about communication.

That doesn’t mean unilateral outreach where you as the brand are sending messages, postcards, coupons or holiday catalogues. What it does mean is creating a forum for open dialogue in the spirit of true communication where conversations are bilateral. Doing so ensures that pain points can be discussed until they are understood and then resolved.

As agile product developers, the responsibility of maintaining a health dialogue with our customers is up to us. All too often, I have heard software engineers citing that communication with a client is the responsibility of the sales and marketing team. Not so!

We’re the people who are typically onsite with the customer. It is up to us as the agile craftsmen to deliver our best work to our clients so that their light can shine brightly. Clients look to us as their trusted advisors who are there to help them meet their needs, deliver quality work on time and help ensure our client’s success with their customers. Losing sight of the value of wearing a customer-centric lens compromises our ability to deliver our best for our clients. As soon as we we make it about ourselves and not our clients, the work environment will become more challenging and potentially even toxic.

The concept of collaboration over contract negotiations delineates the difference of being regarded as a vendor versus as a partner. Here at InRhythm, we know which side we aim to be on. Approaching software engineering with agile methodology requires that we are constantly communicating with our clients, assessing their needs and anticipating their needs even before our clients realize that things have shifted.

This brings us back to perspective. If we communicate regularly, with transparency, and deliver quality work in a timely manner, our clients will view us with the lens of partnership. Conversely, if we view our clients with the lens of a signed contract and the dollars tied to it, our perspective will be tarnished. As software engineers, we will struggle to deliver our work with that passion and quality that is required to fulfill the demands of an agile effort.

Agile Value #3 is the reminder for all of us that the lens that we view our work with is critically important. Viewing our deliverables and efforts with a client-centric perspective will positively impact how they view us. And, it can make all the difference between doing business versus being out of business.

Thanks and Keep Growing,

Gunjan Doshi

CEO, InRhythm

What We’re Reading Around the Web

The Real ROI Of Being Customer-Centric
Entrepreneur
“No business will survive long without satisfying its customers. That much should be evident to any company whether it is established or just starting out.”

100 Of The Most Customer-Centric Companies
Forbes
“Customer-centric companies live and breathe their customers and are laser-focused on providing amazing experiences.”

Customer Centricity — Marketing as customer-centric corporate management
Medium
“[The] key to success: a more radical focus on humans. Genuine customer centricity requires to rethink all functions and levels.”

6 Ways to Build a Customer-Centric Culture
Harvard Business Review
“To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them — and leaders who deliberately cultivate the necessary mindset and values in their employees.”


The Importance of Placing Individuals Above Processes and Tools

Empathy should be regarded as a super-power. Not enough people have it and the workplace – indeed, the entire world – would be a better place if more people did have it. When you have project deadlines or you’re in the midst of an intense all-hands scrum, it’s easy to forget about the people factor. That is, there are people working with you and for you who are missing celebrations, concerts or the opportunity to just chill out at home because their effort is critical to your product development effort.

But you’re on a tight timeline. You have key deliverables. Your client has worked backwards from the launch and expects that you will deliver a bug-free software solution by the date circled on the calendar. As the Practice Lead, you may be luckier than most in your role if you have a dedicated team cranked up on caffeine and working late into the evening – every evening, in fact. This is great for deadlines but it can have far-reaching negative consequences if this pace is expected to  be sustained.

The Agile Value #1 requires that we value individuals and interactions over processes and tools. Yet you’re conflicted. Project deadlines and deliverables are what they are and you’ve explained them to your team. Missing a due date and delaying a launch is not going to happen on your watch. Processes for coding, testing, documenting must happen as prescribed, regardless of the yeoman’s effort required to get it done. Your team understands this, right? Surely you told each team member that they were doing great work when you met last year for their performance review?

Maybe they do. Or maybe they don’t. Agile product development places enormous demands on the people doing the work. Both the team members and their practice leads have to grapple with the relentless pressure and the temptation to skip part of the process to move things along faster. 

When you’re building high velocity teams, you need to make daily investments in your people, processes and infrastructure. Take any and every opportunity to express empathy, understanding and gratitude for the work that your team, and each individual on your team, is doing. Expressing appreciation once per year during a performance review will likely end up becoming a one-and-done experience because that employee likely won’t be around this time next year.

There are simple ways to bolster your team’s productivity and motivate them to stay on track with respect to processes. The easiest way is to say, “Thank you.” If you want a high velocity team who is loyal, dedicated to the needs of your customers and proud of the work they do, then say what you mean and mean what you say. Be sincere. 

To help ensure that your agile engineers remain “your” agile engineers, go one step further and acknowledge the efforts of individuals in front of others. People are human and their efforts, sacrifices and basic needs must be openly acknowledged. As software engineers in a hot market, we have the flexibility to go wherever we like towards the goal of being part of a community that values our membership. Agile leaders must reinforce appreciation of these “extra efforts” through grace, gratitude and occasionally, through special dispensation. Catering dinner (that’s not pizza) for the team every once in a while is a good expression of gratitude. This is how to build trust and long-term relationships, as well as high velocity, agile teams. 

Staying strong on execution and adhering to process is critical for success. Acknowledging the personal efforts that it took to enable that success must be acknowledged. Remember, as per agile Value #1 –  if you put people first, ahead of processes and tools, you will have created a space that fosters a high performing team’s success.

Practice What You Preach

As agile practitioners and thought leaders in software engineering, when we work onsite at our clients’ offices, it is important that we deliver our best. After all, as consultants, we are viewed as experts brought in with the expectation that we instrument and equip them with high velocity teams. In this regard, as we heard from our CEO, Gunjan Doshi, in last weeks Learning & Growth Newsletter, we are agile craftsmen. Our challenge is how we can balance learning on-the-fly while integrated onsite with our clients and managing their project expectations.

It is one thing to operate as a living lab when you are shielded inside the walls of your company’s office. With the right culture, mistakes will be expected and valued. When they result in a learning opportunity they ultimately drive a new insight into efficiency and judgement, however, when you are working onsite with a client, it can be an entirely different experience. Mistakes can result in injured productivity or be viewed as an inhibitor to progress and improving velocity.

Clients understand that software development is partly intuitive as much as it is scientific, and even masters of the craft will occasionally misjudge. Agile methodologies instill the mindset that we constantly iterate upon and improve our solution as well as our process. This not only holds true in what we craft, but also from within ourselves.  As agile craftsmen it is our responsibility to analyze our own efforts, understand and mitigate risks, decipher inefficiencies in complexity, and test and implement modern approaches, all on behalf of our clients. 

As each of us continues on our own path of learning, an opportunity to support each other within our living lab presents itself. We are a community traveling in the same direction. Such says the African proverb, “If you want to go fast, go alone. If you want to go far, go together”. We are bar-raisers and we travel together. In this sense, all of our clients can benefit from any of our thought leaders.

There will be times where we struggle. Perhaps, through a buggy release or during the release of a new product with unanticipated difficulty. We must take feedback with fortitude and cannot be afraid to pivot our strategies, evaluate new implementations, test and ultimately learn.

Learning by doing is often the best form of instruction. Agile craftsmen must recognize that failure is a part of the development process. As Robin Arzon would say, “Failure is the platform to which we build upon”. Often times success only provides validation and feedback is an essential aspect of agile development supporting the continuous loop through which we design, implement, test, and learn.

Earlier this summer, the much anticipated release of Apache Kafka 2.3, a vastly popular component in microservice architecture, enabling streaming and real-time processing of records, was met with its own challenges. One of the persistent bugs was related to the user unsubscribe functionality. This was obviously a critical part of their offering today given the growing requirements related to data privacy and simply an essential aspect of any offering to ensure customer satisfaction. I’m sure everyone will agree, in today’s modern service oriented technology landscape, that the customer is in control and products must incorporate their needs if they wish to remain in business.

It’s simply not easy to project our own living lab culture when onsite with a client. The pressure is already high to meet deadlines and each of our own efforts is codependent on others’ to execute and deliver. Another factor can be pride. Nobody wants to err and be labeled as the bottleneck.

So how will you manage to accomplish this? Observation and communication. Follow what the signs say in the subway stations and airports. “If you see something, say something.” This is actually universal advice and is highly applicable to agile development efforts. By remaining sharply aware of what you’re doing and how that work is impacting those around you, your sprint, project, and team, you will be in a better position to anticipate potential challenges and outcomes. You can then communicate these as you predict them or as they are happening so that you can work collaboratively with your client and your colleagues onsite to address them. Sometimes simply managing expectations can afford you the opportunity to make mistakes, and as we know, making them earlier saves future development efforts.

Failing is a part of the process and not having the visibility and foresight to identify and cross-communicate about potential issues creates risk and impedes high-velocity teams. Agile craftsmen are expected to be nimble minded, to think and learn fast. We are expected to err on occasion and it’s all about how we handle that situational awareness and how we are communicating to others so that we all learn and grow together.