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patio11's profile
Patrick McKenzie
Patrick McKenzie
Patrick McKenzie
@patio11

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Patrick McKenzie

@patio11

I work for the Internet, at @stripe, mostly on accelerating startups. Opinions here are my own.

東京都 Tokyo
kalzumeus.com
Joined February 2009

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    Patrick McKenzie‏ @patio11 15 Jan 2018
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    Patrick McKenzie Retweeted Karen López

    I am reminded of the (perhaps apocryphal) response of Mizuho Securities regarding whether they would fire the operator who sold 600k shares for 1 yen instead of 1 share for 600k yen: "Why would I fire someone who I had just spent [~$300 million] training to be careful?"https://twitter.com/datachick/status/952609286584025088 …

    Patrick McKenzie added,

    Karen López @datachick
    The press seems to be pressing to have the person who caused this error to be fired. I say “NO.” The person who made this mistake, during what was supposed to be an internal test, is the “guy” you now want in this job. Mistakes like this almost always make people better.
    Show this thread
    1:33 AM - 15 Jan 2018
    • 112 Retweets
    • 220 Likes
    • Brian who survived a powerline C.Dep Fernando Bertoldi ダークソール Royce Williams Vlad Toe Knuckle Content of Media Luke Kanies
    4 replies 112 retweets 220 likes
      1. New conversation
      2. Patrick McKenzie‏ @patio11 15 Jan 2018
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        Root cause analysis for that one included: * A trading application where it was easy to swap the two values. * Absence of sufficient required confirmations. * Cultural problems at Mizuho which left staff afraid to countermand clear errors. * Same at Tokyo Stock Exchange.

        1 reply 5 retweets 35 likes
        Show this thread
      3. Patrick McKenzie‏ @patio11 15 Jan 2018
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        Regulator to stock exchange: "When did you become aware of that order?" "$TIME." "Who became aware first?" "$PERSON." "Why did they not countermand the order?" "Mizuho Securities sent it to us and they felt unable to overrule..." "YOU ARE THE STOCK EXCHANGE. YOU HAVE ONE JOB."

        1 reply 5 retweets 26 likes
        Show this thread
      4. Patrick McKenzie‏ @patio11 15 Jan 2018
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        (A thing that I genuinely like about engineering culture over here, heavily influenced by a certain automobile manufacturer near Nagoya, is that "andon cords" and virtual equivalents are widely, widely deployed. https://en.wikipedia.org/wiki/Andon_(manufacturing) … )

        2 replies 5 retweets 42 likes
        Show this thread
      5. Patrick McKenzie‏ @patio11 15 Jan 2018
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        (It's, conceptually, a big red button which causes an expensive remediation. The important part is not the cord/button, it is the organizational expectation that, if you suspect a quality issue, you are *responsible* for pushing button and your concern *will* be addressed.)

        1 reply 7 retweets 48 likes
        Show this thread
      6. Patrick McKenzie‏ @patio11 15 Jan 2018
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        Anyhow: operator error is a thing; properly engineered applications and processes assume that operators will occasionally make mistakes and should be designed to be robust against them.

        2 replies 24 retweets 67 likes
        Show this thread
      7. End of conversation
      1. Giray Özil‏ @girayozil 15 Jan 2018
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        Replying to @patio11

        Plus, as Ray Dalio argues, it results in a culture where hiding mistakes whenever possible becomes the rational thing for employees. The only fireable non-chronic mistake should be hiding a mistake.

        0 replies 2 retweets 12 likes
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      1. New conversation
      2. Nick Goede‏ @ngoede 16 Jan 2018
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        Replying to @patio11 @marick

        In addition to that most(probably all...) these types of errors are the result of system issues and punishing the poor person who happens to be fall victim to them is just a good way to make sure the system remains unimproved.

        1 reply 0 retweets 0 likes
      3. Nick Goede‏ @ngoede 16 Jan 2018
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        Replying to @ngoede @patio11 @marick

        No realize you said basically this in the thread. oh well.

        0 replies 0 retweets 0 likes
      4. End of conversation
      1. New conversation
      2. david van duzer‏ @dvanduzer 15 Jan 2018
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        Replying to @patio11

        Fascinating! They told us this story at IBM training about Thomas J Watson, but the analysis didn't go deep: http://mbiconcepts.com/watson-sr-and-thoughtful-mistakes.html …

        1 reply 0 retweets 0 likes
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