Its often expected by customers that the vendors take ownership and full accountability of the projects and related pitfalls. While on one hand its good to take ownership of the tasks in your project and deliver them on time, within budget and exceed expectations, its equally important to understand the remits and scope of your work and project before assuming the responsibility & the accountability of failures.

Not only by the customers, but the display of the ownership from team is demanded by project managers & senior managers as well.

A Dilbert strip below just about sums up how the management assumes project teams to “own” things !

dilbert_ownership

Quite rite ? Do you think so ?

It is essential, to demonstrate the capability to own and deliver the things, however it is equally important to know the limits of the ownership and a clear understanding of what you should deliver and be accountable for. 

If you are into application support and maintenance projects, its even more important to know your project boundaries & scope so you could actually define the components you own and maintain.

Typically in the support projects, with the scenario of multiple support teams supporting various components in an end to end journey, the problem or fault can lie in any one or more components in the chain.

If any service impacting incident occurs in such scenario, I have seen customers pushing the front end (or Portal or Website) support teams for solutions and RCAs. Irrespective of where the problem or issue lies. It is fact that in a web based journey the problems are only visible in browser and thus generally it is perceived that the teams that supports the actual portal application are responsible for owning the investigation & resolution of issues.

Generally it is OK for the ASGs to take up the responsibility of owning the issues & try to get a solution in place ASAP. However, it is probably too much to expect them to own the end to end stack and push for investigation & resolution where the fix lies outside the boundary of the support team.  In such cases, I would rather have the E2E Service Managers to own the fault and drive the resolutions through the downstream systems rather than the poor portal ASG teams. 

I do not think there is any concrete definition or rule which says which tasks / issues / problems / escalations you should own up and which you should not. However, in case of the conflict I would suggest it is always better to stick to the rulebook (i.e., scope of work, application boundary) and take a wise decision.

After all, you would not want to lose brownie points !!

If you are in India and have been using mobile phone or a landline, there is a great chance that you have been on the receiving end of spam marketing phone calls or SMS text messages.

stop_spam I have been using Idea cellular pre-paid connection on a temporary basis and I have received spam and frustrating automated calls at least 3 times a day each day. These calls were so frustrating and they were made with different numbers each time so you can not use mobile clients to block these calls !

After doing a quick search on internet I found that there is an apparent way by which you can convey your preference of receiving or not receiving such calls to the providers and by law they are mandated to obey to your preference.

The Quick online tips website mentions a thorough list of all the service providers and ways on how you can convey them to stop the nuisance calls from disturbing you at odd times !!

As per the website, 

The primary objective of the National Do Not Call Registry (NDNC Registry) is to curb Unsolicited Commercial Communication (UCC). The NDNC Registry will store a data base with all subscriber telephone numbers who opted for the service. The Telemarketer will have to verify their calling telephone numbers list with the NDNC registry before making a call or face a fine of Rs 500 per call/message and defaulter telemarketers might face disconnection of telecom service also.

Customers can make such requests free of cost. The telecom service provider will acknowledge the request within ten days. All promotional calls and messages to your phone will stop within 45 days from registration. Subscriber may confirm whether their number is included in the NDNC registry home page.

I am unsure on how it works as I only registered on the Idea website today requesting them to stop these calls & SMS messages. As per the site, it may take up to 30 days for them to activate the same, so the wait might continue for me.

So, in case you are as frustrated or more as me, then go ahead and start DND for your mobile or landline and potentially enjoy spam free communication !

For actual numbers & more information as per the service provider, visit the URL of Quick online tips.