blog
- Negative Maintenance: Why Support Should Grow Slower Than the Company Every ticket is a symptom. You can absorb it, make the symptom cheaper. Or subtract it, remove the cause. Only one of those makes the next ticket less likely, and most teams spend their lives doing the other.
- Closing the Loop: Why Support Teams Should Ship Their Own Bug Fixes The lowest-priority bugs never get fixed. They're rarely hard; they're just nobody's job. An argument for letting support close the loop.