Ok, resilience people. Let’s say your have a vendor who had an incident. Their time to detect and time to resolve were not good. You want an explanation. The shorthand for this is an “RCA”, but I can’t bring myself to ask for a root cause anything. What do you ask for?
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Replying to @mendel @mattstratton
Who is actually asking? Your procurement/legal? Your vendor management folks? Do you want an explanation, or a description, or a confidence-building statement? All of these questions matter, and a response will be very different depending on the answers.
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Replying to @allspaw @mattstratton
Me, somewhere between the sharp end and vendor management. And hm, mostly confidence-building, forward-looking + acknowledgement that how things went were not great. Heck, I could probably ask for “the thing you send customers after things don’t go great” and they’d know
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Replying to @mendel @mattstratton
Confidence that they understand the origins of the incident and what made it difficult to anticipate? Or confidence that they’re genuinely attempting to learn? Or confidence that it “won’t happen again”? You’re not likely to get much more than a surface treatment of any of those
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Replying to @allspaw @mattstratton
yeah, true. Mostly I want someone deeper in the org than our TAM to go “yeah, that was not great, our internal standards are higher than that.” Perhaps I want a… conversation
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Replying to @mendel @mattstratton
So you’re not looking for details, just an acknowledgment of harm?
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Replying to @allspaw @mattstratton
Yeah, I meant I’m interested in details professionally, but in terms of the vendor relationship I want to know that this was exceptional.
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Replying to @mendel @mattstratton
If I may: what will you do differently if/when you have an answer for that latter question?
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I appreciate all the help here but the number of responses is higher than I planned for, for a tweet that was mostly an off-the-cuff comment about not saying “RCA” :)
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Apologies, I’m always intrigued by the purposes of vendor/customer narratives for each other because they appear to be much more varied than I think. Sorry for hijacking your question!
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