Interesting stories to share
I am imagining how’s CX handle this incident internally and how to avoid. CX “supposes” to have good system and control, every thing should have check and balance. Who should be responsible for this?????
Imagining there are standard in-house software development structure, different teams would have claims as followed.
Business User: IT is shit, making rubbish, charge me so much (transfer pricing). Fire them all!!! (Yes, they did, I think they deserve)
Business Analyst: I have already documented the user requirement and expectation, modifying the ticket class is not a valid use case, it should be security team responsibility, definitely not my fault.
Security Team: My responsibility is using the million dollars app scanner, network scanner, IDS (Intrusion detection system) and XYZXYZ (lots of buzz words) to do regular checking, I just know scanning, but nothing about business.
Dev Team: Such validation is not written on the specification, it makes no sense for me to implement it.
Micro-service Dev Team: This logic suppose to be validated by XXX Team, it is not my responsibility to re-validate and I am NOT TOLD TO DO SO.
Architect: (Playing fingers) It is business use case, not on my dish.
QA: BA, pls confirm(The requirement). DB Team, pls confirm. Dev Team, pls confirm. I don’t know who should I ask to confirm. I am just a test plan executor. I can be BA if I know the business well, I could be a programmer if I can code test case. This incident is definitely not my issue.
DB Team: I only deal with DB Structure and constraint.
Support / Customer Service: The phones are all ringing, the customer has fxxked us so hard. Dev Team, pls advice. BA, pls advice. DB Team, pls advice. Architect Team, pls advice.
Internal Audit Team: I am just a Business Man, knowing how to present and tender external party for auditing. I don’t really know how the system works, how could I audit to this level?
The management may claim everyone is responsible, but eventually it means no one is responsible.
It is ironic that simple script kiddie technique can break several million dollars project, and destroy the brand. I don’t think this is the only bug on the system or any other multi billions dollars organization, from banks, to hospitals, to varies online providers.
Disclaimer: Any similarity is mere coincidence