One of the highlight talks from EuroSTAR 2012 was the keynote by John Seddon.
It wasn’t even a testing talk. It was a talk about value, waste and failure demand. The talk was about Vanguard’s (John’s company) work with Aviva Insurance to improve their system to provide value to the customer. It was an interesting talk from my perspective because it was centred around the call centre aspect of Aviva. As I work on call centre products I had more interest than some of those around me.
I saw good parallels to testing and software development but I don’t believe all did. I think it’s a shame because had many people seen the connections I believe they may have been as inspired as I was after the talk.
In a nutshell John told the story of how Aviva was being run based on cost. Management were looking at the system (the business process) as a cost centre and working to reduce costs rather than looking at the root causes of why costs were high.
Aviva started to receive large numbers of calls to their call centres. So they started to build more call centres to cater for demand. The call centres started to be moved to area in Britain and abroad where the cost per centre was cheaper. They were looking at the costs of the call centres and were optimising and reducing cost where they could.
The problem was though, that the costs in the call centre was an effect of customers not getting value at the beginning of the cycle. So when a customer would interact with Aviva they would not get their problem or request dealt with 100%. They would then call the call centre again. And again, not get it resolved. So they would call back. The managers took this to mean that people liked to speak to Aviva, hence more call centres. The real reason was that they were not solving the problem correctly first time, hence they were spending more trying to solve the problem later.
John coined the term “Failure Demand” to explain this. Failures in the system were creating demand elsewhere. In this instance it was calls to a call centre.
He worked with Aviva to increase the chances of satisfying the customer 100% on their first interaction, thereby reducing the need for further call centres. Customer satisfaction went through the roof and savings were made.
The problem Aviva had was that they were managing based on cost, rather than the value they provide to their customers. Switching this focus means a significant mindset change, but the results are incredible.
What’s this got to do with testing?
A lot. When we manage our development process by cost we start to ignore the value that we are adding. We use metrics to make decisions, we look for cheaper ways of doing things and we optimise the wrong parts of the system.
I immediately saw lots of parallels with software development. Every time we do rework, bug fixes, refactoring, enhancements and any other work which could have been avoided is, I believe, failure demand. We are spending more money correcting things than if we had spent more time getting it right in the first place.
With software development though there will always be times when we need to refactor, change something or fix bugs. The question for me though is at just what level does natural change cross over in to failure demand.
Did we not define the requirements well enough and are now having to change the product because it’s not right for the customer?
Did we not include the right people at the start and some tough questions get asked too late in the process?
Did we not have sufficient testing in place early enough to catch obvious bugs which now require rework?
Did we not have the right skills in place to make sound technical decisions which now mean we have to re-write bits of the product?
Did we not spend enough time understanding the problem domain before jumping in and building something?
Agile helps to reduce this somewhat by making the feedback loop smaller, but as John mentioned in his talk “Failing fast is still failing”.
It was a really good talk. It made me really think about what elements of a testers work could be failure demand. It re-enforced my ideas that optimising parts of the system doesn’t often address the root cause and it gave me renewed energy to look at the value rather than cost.
If you’re interested in the talk, here is a similar one (without the Aviva part) from Oredev and here is the Aviva video that John showed during the presentation.
Interesting stuff. His company website is here: