If your manager pretends that they can manage humans without a few well-worn human factor books on their shelf, quit.
David On Tue, Feb 2, 2010 at 5:36 PM, Michael Dillon <wavetos...@googlemail.com> wrote: >> The actual error happened when someone was troubleshooting a turn-up, >> where in the past the customer in question has had their ethertype set >> wrong. It wasn't a provisioning problem as much as someone >> troubleshooting why it didn't come up with the customer. Ironically, >> the NOC was on the phone when it happened, and the switch was rebooted >> almost immediately and the outage lasted 5 minutes. > > This is why large operators have a "ready for service" protocol. The customer > is never billed until it is officially RFS, and to make it RFS requires more > than an operational network, it also requires the customer to agree in writing > that they have a fully functional connection. > > This is another way of hiding human error, because now the up-down-up is > just part of the provisioning process. There is a record of the RFS date-time > so if the customer complains about an outage BEFORE that point, they can > be politely reminded that when RFS happened and that charging does not > start until AFTER that point. > > --Michael Dillon > >