August 16, 2012

Recreating the Wheel

Posted in IT tagged , , , , , at 1:22 PM by Solutions2Projects, LLC

I love documentation and I won’t apologize for it.  Documentation saves time and leaves space to think through the tough issues. 

In IT, documentation is often a four letter word because documentation  isn’t as much fun as playing with technology.  I understand this. 

But, how often have you had to rethink a process or fumble through something that you haven’t done in a while?  How much time was spent on this that could have been reduced if there had been a specification document or work instruction?  What about when key personnel leave and they take their knowledge with them?

Recently I worked with a client on a system that I hadn’t touched in over two years.  Fortunately, I had documented the process and had a work instruction for it and was able to quickly answer the question and address the issue.  If I hadn’t, we would have had to contact support, wait on hold to get through two to three levels of support to get to the answer.  This was assuming it was during the right support hours. 

Another client is struggling to recreate processes performed by technical personnel who have left the company. And, because it was a small IT department, this person was solely responsible for performing some technical tasks and didn’t write anything down.  We are now in the process of starting from scratch to figure out how to get the work done with, of course, a very short timeline. 

The extra time it takes during an initial project implementation to document the system, configuration, and work instructions is less expensive and less time consuming in the long run and not nearly as painful as one might expect.  The documentation doesn’t  have to be formal or complicated; it just needs to impart the necessary information so that others do not have to recreate the wheel.

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