You all know that stress is just a killer to quality, don’t you? I think all of us know this at some level but we often act as if it wasn’t so. I’d like to share a story about how this became painfully apparent to me today.

To follow up on a recent kidney stone, I needed to take a blood test. I figured I could do this during my lunch break today so I walked down to a medical clinic quite close to work. I had barely sat down before a nurse in her mid 120’s (let’s call her Nurse Singer in tribute to Mr Isaac Merritt Singer) called me in. It was obvious that this lady had been in this line of work for a very long time, which actually made me feel kind of relieved. Younger nurses often have a tendency to wuss around a bit more and unnecessarily prolong the process and since I had a lunch meeting to attend to in just a couple of minutes, this suited me just fine.

We went through the usual procedure with me spelling out my name and social security number while she prepared the needle and tubes. I then rolled up the sleeve on my right arm and she tightened a rubber band around it. After some poking around she seemed to have found a good enough vein and stuck the needle into it. First tube went just fine but mid second tube my lunch date called on my cell to find out where I was. This must have made the nurse jump enough to move the needle out of place because the tube stopped filling up. She tried to find the vein again by moving the needle around but to no avail. I asked her if she wanted to try again with my other arm. She accepted my offer and tied the rubber band around my left arm instead. This time she had some obvious problems finding a good vein and decided to go for a smaller one. After bringing out a thinner needle she once again stung me. This one was a duster to begin with. She pushed and pulled the needle a couple of times but no blood was coming out.

Nurse Singer was becoming apparently nervous now and offered me a stream of apologies. I told her that it wasn’t any problem, to just relax and give it another shot. So she pulled out a fresh needle and went back to my right arm. After a lot of poking this time she decided that she had found the vein to hit. Needle went in and … no blood this time either. More excuses and this time she told me that this wasn’t really working out for her so she would go and fetch a colleague instead (let’s call her colleague Nurse Nightingale). She came back after a minute telling me that Nurse Nightingale had just started on a new patient and that I would have to wait for a while. Already late for my lunch date I was getting a bit stressed as well so I asked Nurse Singer if she didn’t want to give it another shot. After some hesitation she picked up a new needle and went back to my left arm. Well, to make a short story even shorter; it was another barren well.

This time we both agreed that waiting for her Nurse Nightingale would be the only sensible thing to do. Five minutes later I was seated in another room, Nurse Nightingale (another contemporary of Lucy) calmly poked my left arm a couple of times with her index finger, pushed a needle into it and swiftly filled two more tubes with my blood.

Now I’m convinced that, in spite of her turning me into a Swiss cheese, Nurse Singer is probably a very competent nurse who just happened to end up in a stressful situation. She made a small mistake and then noticed that I was in a hurry. Trying to rush things she only managed to lower the quality of her work even more and thus created a need for more rework. In software projects this happens all the time. As deadlines approach, we get stressed (or get stress put unto us) and we begin to make poor decisions. We take shortcuts and we skip good practices to save time. We might not perforate our clients but we do harm to them by wasting their money on low quality products. So the next time you start to feel stress coming over you, remember the old proverb that “haste makes waste”. Take a couple of minutes to calm down and become the Nightingale your clients need.

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Rotting Estimates

June 20, 2011

Have you ever been part of a late project where you constantly update your estimates and plans but they continuously get worse instead of improving? Where you finally get to the point where your estimates get out of synch during the time you fetch a cup of coffee?

No? Then I congratulate you because it’s an extremely demoralizing and costly situation.

Yes? Then this post might be able to provide some insights to the dynamics at play.

The model

A colleague of mine just recently presented me with the generic project model built on the work of Pugh Roberts in the early 70’s.

The model is very simple but it gives a good starting point for discussing the recurring dynamics in projects. We pull work from our “Work to Do” box and implement it, either correctly or incorrectly. Work done correctly goes into our “Work Done” box while work done incorrectly goes into our box of “Undiscovered Rework”. Note that this has nothing to do with our physical deliveries, both work done correctly and work done incorrectly will move along the same physical path since we haven’t been able to distinguish the two from each other yet. When we do discover the need for rework we will assess the problems and move them back into our backlog of “Work to Do” again.

What is “Undiscovered Rework”?

In this post I will mainly focus on the “Undiscovered Rework” box. This is our backlog of work that we think we have completed but that will not be accepted as it is. Some of the rework will be discovered when we implement new functionality, some will be found during testing and yet some will be discovered by our end users in production. Anything we produce where the quality is unknown carries the potential to end up in this box.

The sources of “Undiscovered Rework”

The amount of work in  “Undiscovered Rework” tends to grow quite fast as a project goes along. A couple of factors that speed this growth up are:

  • Not having a good definition of done
  • Postponing testing until the end of the project

Both of these factors hide the true quality of our product and allow for different kinds of errors to pile without us knowing it. If our feedback loops for determining the quality of our product are too long or if they are missing entirely, there is really no limit to how much waste we can add to this future todo-list.

The implications

The big problem with “Undiscovered Rework” is that it hides the true progress of our project. It hides our status because we do not know how much work is actually done and we do not know how much work is actually left to do. It also corrupts our view of the rate at which we make progress.

Normally when working in an agile project where we use our velocity to predict future deliveries, our estimates narrow in and get better and better as we gather data over the sprints but this only holds true if we don’t let our hidden backlog grow. If we do not know the true quality of our product, the only thing our velocity tells us is at what rate we can produce crap. If we allow the amount of “Undiscovered Rework” to grow, our estimates will keep deteriorating over time.

An example

Let’s imagine we’re in a project where a serious amount of the testing is done at the end of the project. We begin this project with 15 user stories in our backlog and find that according to our velocity we can implement three user stories each sprint.

The thing is that one third of this work ends up in the “Undiscovered Rework” box. We move into our next sprint believing that we have finished requirements A, B and C and that we will be able to do requirements E, F and G during the next couple of weeks. The problem is that stories C and G will need to be redone completely later on (I’ve simplified the example by gathering all errors in one user story here).

After going for four iterations believing that we have a velocity of three, we look at the last three remaining items in our backlog and think that we are one iteration away from our goal. But testing will show that we actually have four more stories to complete from our previous sprints. So we actually have seven (!) stories to implement.

We are not talking about one more sprint anymore. That is more like two and half sprints. But wait a minute, our true velocity was not three stories per sprint, we actually only managed to produce two stories of good enough quality per sprint so that means that our seven remaining stories actually will take three and a half sprints to complete. Now we’ve gone from being almost done, to being halfway done.

The insights about the remaining work in the previous example will not happen all at once. They will usually dawn on us one at a time and without us being able to see the connections. The symptoms that management and we will see are that work suddenly begins to slow down. So we begin to re-estimate our work when the first bug reports come in. During our first re-estimates we probably still believe that our velocity is three stories per sprint and we will just add some time for the bugs that have been found so far. Then as we move closer to testing and get faster response on our fixes our true velocity will begin to show and we will need to re-estimate again. What often happens at this point is that pressure from management will force people to take shortcuts so the rework becomes fixes and the fixes becomes workarounds and these workarounds will create new problems for us. Stress generally forces people to make bad decisions that will put the project even more in a pickle. If we are totally out of luck, management will fall back into old command and control ways of thinking at this point and force the project to go from pull to push while beginning to micro-manage people and thus slowing down progress even more. Now there is really no saying how long this project will take anymore.

Conclusion

Good estimation is about always being correct but adding precision as we learn more.

Most projects start out with a well-defined status (i.e. nothing has been done) and they stand a fair chance of making a somewhat decent initial estimate. Nurturing this estimate by collecting data while at the same time assuring quality will help bring precision to it. But if we allow for quality to be an unknown and still fool ourselves into believing that our data gathering will add precision to our estimates, then we are heading for a crash. The false sense of knowing where we stand will only make further estimates more and more off for every new data point gathered.

Turning this knowledge around though, you can use it as a canary in our project. If you experience that your estimates begin to get worse over time instead of improving, it might be a sign that your project has some serious quality issues.

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