Hi everyone,
Just wanted to ask the group as database managers, how do you handle requests for assistance within your organization? Lately, I've been running into a lot of last minute requests for big projects within my own organization and it's quickly becoming an issue, normally these are from people who don't use Tessitura. I've set up expectations within the organization before, that certain tasks need X amount of lead time, but it doesn't seem to be sinking in.
Do you have a request form you use for your organization? Do you have a sheet that outlines what requests you can assist with and what the wait time is for those?
Curious as to how others have handled this.
I had a lovely offline discussion about this the other day with JAM2.0 and Gawain so thank you for posting.
I'm the Director of Customer Exp at STC and I look after Box office, Front of House, Ticketing Systems, Analytics and Insights, and Database and Apps. I'm also the Tessitura Product Owner here. I've just managed to build out my dream team.
We have a product team with reps from the engaged business units incl digital marketing, production etc. They are great folks and are our super users.
We also have a (loose) agile scrum team that works on things thrown out way consisting of the DBA, me, Analytics Manager, Ticketing Manager, and occasionally special guests. We have a roadmap Meeting each week. Where we discuss and adjust, and have done daily stand up.
To get on the roadmap we have a pitch document which we are re writing in madlib format. They pitch the business need, their time saving and we set up a short meeting to scope it. We estimate our labour cost based on the best solution add in maintenance asand then let them know the time frame.
My boss is hugely into ROI, and protecting the teams from Burnout. It's a great help. Getting that expectation management into the org early and sticking with it is key.
Now when I was at a tiny org it operated on a similar system of handing out buils forms.