The internal IT team at most organizations gets killed by user support.
Okay, those are strong words. Truthfully, it’s not so dramatic. And if you’ve got your eyes open, your user support will help you grow valuable experience far quicker than it drags down your engineers.
But user support is a significant challenge that can stymie project progress. And unfortunately most of the problem is self-inflicted by organizations. We build and deploy buggy systems. And we allow buggy work processes to continue.
Bad QA. Or none at all.
You need someone to take responsibility for that. Product companies have teams of software testers and other folks with a primary job function to ensure quality. But somehow organizations don’t do that for their internal systems development. Quality may be viewed as a shared responsibility, but nobody executes their daily work with commitment to quality as the driving force. And a typical engineer or manager simply isn’t trained to ensure quality or to reliably identify process problems that allow quality to degrade.
Meet the QA Evangelist.
Not every organization is going to be big enough to have one. (Smaller organizations can partly make up for QA problems by being agile enough to quickly fix them, together with a collective willingness to accept unsolved problems.)
For organizations where it makes sense, the QA Evangelist is not a manager, and not an engineer. This role should be able to work across multiple teams, and should do so from the point-of-view of a subject matter expert who excels in promoting a quality mindset. But no good burying this role in the trenches as the only poor soul who has to do QA (engineer), or kicking them upstairs where they’ll be so embroiled in politics they can’t make a difference (manager).
QA should be approached not as a top-down mandate to eliminate all problems, but as a grassroots, consensus-based, pragmatic process whereby quality grows out of the team’s strengths, and in ways that make the team feel positive about the change.
Everyone thinks quality should be better. Everyone thinks it’s everyone’s job. But without someone in tech whose primary motivator is quality, your only chance at quality assurance will be to have an endless supply of nagging users who are very tolerant of unsolved problems.
Get ahead, and evangelize the solution!