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Are there any methods/systems that you have in place to incentivize your development team members to write "good" code and add comments to their code? I recognize that "good" is a subjective term and it relates to an earlier question about measuring the maintainability of code as one measurement of good code.
This is tough as incentive pay is considered harmful. My best suggestion would be to pick several goals that all have to be met simultaneously, rather than one that can be exploited.
While most people respond that code reviews are a good way to ensure high quality code, and rightfully so, they don't seem to me to be a direct incentive to getting there. However, coming up with a positive incentive for good code is difficult because the concept of good code has large areas that fall in the realm of opinion and almost any system can be gamed.
At all the jobs I have had, the good developers were intrinsically motivated to write good code. Chicken and egg, feedback, catch 22, call it what you will, the best way to get good code is to hire motivated developers. Creating an environment where good developers want to work is probably the best incentive I can think of. I'm not sure which is harder, creating the environment or finding the developers. Neither is easy, but both are worth it in the long term.
I have found that one part of creating an environment where good developers want to work includes ensuring situations where developers talk about code. I don't know a skilled programmer that doesn't appreciate a good critique of his code. This helps the people that like to be the best get better. As a smaller sub-part of this endeavor, and thus an indirect incentive to create good code, I think code reviews work wonderfully. And yes, your code quality should gain some direct benefit as well.
Another technique co-workers and I have used to communicate good coding habits is a group review in code. It was less formal and allowed people to show off new techniques, tools, features. Critiques were made, kudos were given publicly, and most developers didn't seem to mind speaking in front of a small developer group where they knew everyone. If management cannot see the benefit in this, spring for sammiches and call it a brown bag. Devs will like free food too.
We also made an effort to get people to go to code events. Granted, depending on how familiar you all are with the topic, you might not learn too much, but it keeps people thinking about code for a while and gets people talking in an even more relaxed environment. Most devs will also show up if you offer to pick up a round or two of drinks afterwards.
Wait a second, I noticed another theme. Free food! Seriously though, the point is to create an environment where people that already write good code and those that are eager to learn want to work.
Code reviews, done well, can make a huge difference. No one wants to be the guy presenting code that causes everyone's eyes to bleed.
Unfortunately, reviews don't always scale well either up (too many cooks and so on) or down (we're way too busy coding to review code). Thankfully, there are some tips on Stack Overflow.
I think formal code reviews fill this purpose. I'm a little more careful not to commit crappy looking code knowing that at least two other developers on my team are going to review it.
Make criteria public and do not connect incentives with any sort of automation. Publicize examples of what you are looking for. Be nice and encourage people to publicize their own bad examples (and how they corrected them).
Part of the culture of the team is what "good code" is; it's subjective to many people, but a functioning team should have a clear answer that everyone on the team agrees upon. Anyone who doesn't agree will bring the team down.
I don't think money is a good idea. The reason being is that it is an extrinsic motivator. People will begin to follow the rules, because there is a financial incentive to do so, and this doesn't always work. Studies have shown that as people age financial incentives are less of a motivator. That being said, the quality of work in this situation will only be equal to the level you set to receive the reward. It's a short term win nothing more.
The real way to incent people to do the right thing is to convince them their work will become more rewarding. They'll be better at what they do and how efficient they are. The only real way to incentivize people is to get them to want to do it.
This is advice aimed at you, not your boss.
Always remind yourself of the fact that if you go that extra mile and write as good code as you can now, that'll pay off later when you don't have refactor your stuff for a week.
I think the best incentive for writing good code is by writing good code together. The more people write code in the same areas of the project, the more likely it will be that code conventions, exception handling, commenting, indenting and general thought process will be closer to each other.
Not all code is going to be uniform, but upkeep usually gets easier when people have coded a lot of work together since you can pick up on styles and come up with best practice as a team.
You get rid of the ones that don't write good code.
I'm completely serious.
I agree with Bill The Lizard. But I wanted to add onto what Bill had to say...
Something that can be done (assuming resources are available) is to get some of the other developers (maybe 1 who knows something about your work, 1 who knows your work intimately, and maybe 1 who knows very little about it) together and you walk them through your code. You can use a projector and sit them down in a room and you can drive through all of your changes. This way, you have a mixed crowd that can provide input, ask questions, and above all make you a better developer.
There is no need to have only negative feedback; however, it will happen at times. It is important to take negative as constructive, and perhaps try to couch your feedback in a constructive way when giving feedback.
The idea here is that, if you have comment blocks for your functions, or a comment block that explains some tricky math operations, or a simple commented line that explains why you are required to change the date format depending on the language selected...then you will not be required to instruct the group line by line what your code is doing. This is a way to annotate changes you have made and it allows for the other developers to keep thinking about the fuzzy logic you had in your previous function because they can read your comments and see what you did else-where.
This is all coming from a real life experience and we continue to use this approach at my job.
Hope this helps, good question!
Hm.
Maybe the development team should do code-reviews of each other codes. That could motivate them to write better, commented code.
Code quality may be like pornography - as the famous quote from the Justice Potter Stewart goes, "I know it when I see it"
So one way is to ask others about the code quality. Some ways of doing that are...
Code reviews by their peers (and reviews of others code by them), with ease of comprehension being one of the criteria in the review checklist (personally, I don't think that necessarily means comments; sometimes code can be perfectly clear without them)
Request that issues caused by code quality are raised at retrospectives (you do hold retrospectives, right?)
Track how often changes to their code works first time, or whether it takes several attempts?
Ask for peer reviews at the annuak (or whatever) review time, and include a question about how easy it is to work with the reviewee's code as one of the questions.
Be very careful with incentivizing: "What gets measured gets done". If you reward lines of code, you get bloated code. If you reward commenting, you get unnecessary comments. If you reward lack of bugs found in the code, your developers will do their own QA work which should be done by lower-paid QA specialists. Instead of incentivizing parts of the process, give bonuses for the whole team's success, or the whole company's.
IMO, a good code review process is the best way to ensure high code quality. Pair programming can work too, depending on the team, as a way of spreading good practices.
The last person who broke the build or shipped code that caused a technical support call has to make the tea until somebody else does it next. The trouble is this person probably won't give the tea the attention it requires to make a real good cuppa.
I usually don't offer my team monetary awards, since they don't do much and we really can't afford them, but I usually sit down with each team member and go over the code with them individually, pointing out what works ("good" code) and what does not ("bad" code). This seems to work very well, since I don't get nearly as much junk code as I did before we started this process.
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I have joined a rails project as a contractor. The project has been going for more than a year. The code is written by about 10 different developers and most of them are contractors as well. They have different code style. Some of them came from Java. The code has horrible scores with metric_fu. Many functions are very long (100 - 300 lines). Some functions have insane amount of logical branches, loops, and recursions. Each request generates a ton of sql queries. Performance is very bad. Many obsolete code that are never used but never got the chance to be cleaned up. The core architecture is plain wrong or over engineered. Code coverage is only about 25%. Views and partials are chaotic and terrible to read and understand.
The manager is in a position trying to satisfy the CEO by continuously adding new features, however newer features are increasingly hard to get implemented correctly without breaking something else. He knows the code is bad, but doesn't want to put too much effort in fixing them as refactoring will take too long.
As a contractor / developer, what is a good way to clear this situation and convenience the Manager or CEO to partition some time for refactoring?
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In my limited experiance:
It's impossible to convince a manager that it's necessary to set aside time to refactor. You can make him aware of it, and reinforce the point every time that you run into an issue because of bad code. Then just move on. Hopefully your boss will figure it out.
It's quite common to get in on a running project and think "this is total junk". Give it some time. You might begin to see a pattern in the madness.
I've been in similar situation. There are basically only two options:
You get some relaxed time and you may be granted time to refactor something
Due to the bad code further development of some component comes to a stall. You can't proceed to add anything because every little change causes everything else to stop functioning. In this emergency case you will get a "go" with refactoring.
I have just answered in some other question, my horror story:
https://stackoverflow.com/questions/1333077/dirty-coding-tricks-to-deliver-project-on-time/1333095#1333095
I have worked on a project where dirty tricks were the main driving principle of the development. Needlees to say, after some time these tricks have started to conflict with each other. In one analytics component, we had to implement the other very dirty trick - to hide away those calculated values which due to the conflicting tricks were not calculated properly. Afterward, the second level tricks started to conflict and we had to create tricks to deal with those. Ever since, even the mentioning of this component makes me feel horror that I may have to work on it again.
It's exactly the second situation where refactoring is the only way out.
In general, many managers without a technical background (actually, those who come from bad programmers as well) neither care nor understand the value of quality code and good architecture. You can't make them listen until something interrupts their plans, like a blow of "non-implementable" features, increasing and reoccurring bugs, customer requests that cannot be satisfied and so on. Only then understanding of the code problems may come for the first time. Usually, it's too late by then.
Refactoring code that sucks is part of coding, so you don't need to get anybody's approval unless your manager is watching your code and or hours VERY closely. The time I save refactoring today is time that I don't have to bill doing mad tricks to get normal code to work tomorrow (so it works out, in the end).
Busting up methods into smaller methods and deleting methods that are not used is part of your job. Reducing DB calls, in code that you call, is also necessary so that your code doesn't suck. Again, not really refactoring, just normal coding.
Convincing your manager depends on other factors, including (but not limited to) their willingness to be convinced, and your ability to convince.
Anyway, what is massive refactoring in RoR? Even if the "core architecture is just plain wrong," it can usually be straightened out a bit at a time. Make sure you break it into chunks /use branches so you don't break anything while you're busy fixing.
If this is impossible, then you come back to the social question of how to convince your manager. That's a simple question of figuring out what his/her buttons are, and pushing them without getting fired nor arrested. Shaming, withholding food, giving prizes, being a friend, anonymous kidnapping threats where you step in and save the day... It's pretty simple, really: creativity is the key!
Everyone is missing a point here:
Refactoring is part of the software development life cycle.
this is not only a RoR or any specific project but any other software development project.
If somehow you could convince your PM why it is important to refactor the existing code base before adding any new feature, you're done. You should clearly tell your PM that any further addition of new feature without any refactoring will take more time than required. And even if the feature is added, somehow, bug resolving sessions will take even more time since the code is very bloat and unmaintainable.
I really don't understand why people forget the principle of optimise later. Optimising later also includes refactor later IMHO.
One more thing, when taking design decisions, you should tell the consequences, good or bad, to your PM very very clearly.
You can create a different branch(I assume you are using git) for refactoring and start adding new feature in some other branch if your PM insist on adding new feature along with refactoring.
A tricky one, i have recently worked in such a company... they were always pushing for new things, again they knew it was bad, but no matter how hard I pushed it - i even got external consultants in to verify my findings - they seen it as a waste of time.
Eventually they seen the light... it only took multiple server crashes and at one point almost a full 8 days of no website to convince them.
Even at that they insisted it 'must' be the hosting service.
The key is to try and quantify how long their site will last before it crunches, and get some external verification to back you up - 'they' always trust outsiders who know nothing about your app! Also, try - if you can - to give a plan that involves gradual replacement at worst, and a plan for how long it would take to do that way. Also a plan for if 1 or 2 bodies were working on a complete rewrite hwo long it might take - but be realistic too or it will bit you in the bum! If you go that route (which is what we done) you can still have some work on the existing site as long as you incorporate it into the new.
I would suggest that you put focus on things that they can see for themselves, that is, they will surely notice that the application is slow in some functionalities, so pick up one of them and say something like "I can reduce the waiting time here, can I take some time to improve this specific thing?" (more well said, but you got the point :P).
Also consider that 10 developers before you did not refactor the code base, this may mean that it is a monstruos task, likely to make the situation worse, in this situation if something will go wrong after the refactoring it will be your fault if the program does not work properly anymore.
Just a though, but worth considering.
I'd take one small chunk of application and refactored and optimized it 'till it shines (and I'd do it in my personal time in order not to annoy my manager). Then you'll be able to show your manager/CEO the good results of refactoring and SQL optimizations.
If there is a need to refactor then the code will speak for itself. Minor refactoring can continue in during development. If you cant convince the manager then probably you should rethink if its necessary at all.
However if it is absolutely necessary then constructing metrics of development activities and the benefits should convince the manager.
I think one of options would be to highlight to the manager how re-factoring the code base now will save time (i.e. money) in the long-run. If the project is expecting to be running long term then making the changes now will clearly save you and other developers time in the future.
Best to use an example of a feature you've worked on estimating how long it would have taken if you had the cleaner code to work from in the first place. Good luck!
I am in same position right now, but with an agreement with the manager that, when the new feature should be implemented in some existing module to re-factor the module too (if it needs re-factoring), we are struggling now with the code created 4-5 years ago and definitely I find out that the re-factoring someone else s code is not trivial nor amusing to do, but very very helpful for the future re-use.
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G'day,
While having a think about this question here about overdesigning for possible future changes it got me thinking.
What reasons against can you provide to people who insist on blowing out designs because "they might want to use it somewhere else at some stage in the future"?
Similarly, what do you do when people take the requirements and then come back with a bloated design with lots of extra "bells and whistles" that you didn't ask for?
I can understand extending a design when you know it makes sense for requirements or possible uses that exist either right now or in the near future. And I'm not advocating just blithely accepting a list of requirements and implementing that explicitly without providing any feedback on what you think may be missing.
I am talking about what to do when people insist on adding, or having, extraneous functionality so that "we might use it somewhere else at some stage in the future?"
Plenty of good reasons on Wikipedia.
http://en.wikipedia.org/wiki/You_Ain%27t_Gonna_Need_It
The time spent is taken from adding, testing or improving necessary
functionality.
The new features must be debugged, documented, and supported.
Any new feature imposes constraints on what can be done in the future, so
an unnecessary feature now may prevent
implementing a necessary feature
later.
Until the feature is actually needed, it is difficult to fully
define what it should do and to test
it. If the new feature is not properly
defined and tested, it may not work
right, even if it eventually is
needed.
It leads to code bloat; the software becomes larger and more
complicated.
Unless there are specifications and some kind of revision control, the
feature may not be known to
programmers who could make use of it.
Adding the new feature may suggest other new features. If these new
features are implemented as well, this
may result in a snowball effect
towards creeping featurism.
See also: http://en.wikipedia.org/wiki/KISS_principle
Especially on an embedded device, size is money (larger Flash part, say, which costs more and has a longer programming time at manufacture; or more peripheral components).
Even on a Windows application, the larger your application and the more features it has, the more it costs to develop; wait until you know what's needed and what's not and you'll waste far less money developing stuff that turns out not to be what was needed at all.
Also, any additional functionality brings with it the potential for bugs.
It's good to think properly about the requirements before developing something, but over-designing is often just borrowing trouble.
Them: "We might use it somewhere else at some stage in the future."
Me: "Yes, we might. And we might not. And we can't know, now, in what ways we might want to. And if we do want it at some stage in the future - that's the time when we'll know the ways in which we want it. That's when we can write it with confidence. On the other hand, if we write it today, but never need it, we've wasted resources to develop something we didn't need. And we've added to our code bloat, so it's harder to find the pieces of our code base that are in use, because we've got all this (presently) unnecessary code crowding out the useful stuff."
In our team we just say "YAGNI". It reminds people why. There is MORE than enough stuff on the web about YAGNI if you think you need to collate it to provide a report.
Actually, having someone say "YAGNI" to you on our team cuts a little because it's like saying "C'mon; you know better than that", which always hurts a little. :)
It's a balance, as a rule I over design only where it's cheap to do so. For instance, I wouldn't write a function that takes in 2 parameters and adds them, instead I'd write a function that takes n-parameters and adds them. However, I don't write a function that takes n-parameters and adds them using assembly.
You say
I can understand extending a design when you know it makes sense for requirements or possible uses that exist either right now or in the near future.
and I guess that sometimes people see this line as blurry something that "makes sense" to you may be over-design to someone else.
Overdesign (solving a problem in a way that is more generic than needed) a specific piece of architecture is acceptable only if you can afford it.
If you accept extraneous functionality (which is generally speaking different from overdesign) you need - again - to accept the costs that come with it (time ==> money) - if you can't afford those extra costs then you got your answer :)
There's a big difference in providing for future functionality and adding future functionality. A good design should have the "hooks" or whatever to provide for new features or modifications.
There are two ways that you can possibly handle this situation. The first way is that if they are contractors and providing the software to you. You can simply refuse to pay for all of the extra functionality and impose very strict deadlines for your required functionality. If they miss the deadline then you impose financial penalties for every day they are late.
The other way is if they actually work for you. If this is the case then you can get rid of them or downgrade them in their performance reviews.
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At a place I used to work they typical response to any problem was to blame the hardware or the users for not using the system perfectly. I had adopted the philosophy that it's my fault until I can prove otherwise prior to that job (and so far, at least 99 times out of 100 it's correct).
One of the last "unsolvable" problems when I was there was an abundance of database timeouts. After months of research, I still only had theories but couldn't prove any of them. One of my developers adamantly suggested replacing the network (every router, switch, access point) but couldn't provide any evidence that the network was the cause; it was, however, "obviously the cause" according to my manager (no development/IT experience) so he took over the problem. One caveat and Fog Creek plug: He couldn't account for the fact that the error reporting via FogBugz worked perfectly and to the same SQL Server as the rest of the data.
A couple, timeout-free months later, my manager boasted that he had fixed the timeouts ("Look, no timeouts!"). I had to hold back from grabbing a rock and saying "Look, no tigers!" but I did ask how he knew they would have occurred to which I got no response. The timeouts did return (and in greater numbers) a couple months later.
I'm pretty content with how I handled the situation but I'm curious how the SO crowd would have responded to letting a superior/colleague implement a solution you know (or are very sure) is wrong and will likely waste thousands of dollars?
Let them, but at the same time continue searching for the real cause.
A couple thousand dollars is money well spent if it keeps me from going against that kind of thinking (which is futile).
Well, if the problem is upper management, then I would do as you have done - lodge your complaint, then follow instructions. If it turns out they were right (it happens every now and then) then you look like a good employee despite your misgivings. If it turns out you were right, then they might be more willing to listen to you given that you allowed them their turn.
This is, of course, optimistic.
In the case of a colleague, take the problem up a level and consult your superiors for advice on how to approach the subject. Be fair to both your perspective and that of your colleague's, then follow the advice you're given.
Sometimes it's best to leave a manager be. If you think about his pressures and responsibilities he had to be seen to be doing something, rather than "nothing". After enough time "investigating" resolves into nothing to outside parties that need the timeouts to stop.
By taking an action he creates an opportunity to keep researching. The trick is to find a way to put your solutions in his context. Here is something we can do now, and here's what we can continue to do. For example, "We can replace the networking gear as a precautionary step, and then look at the version control logs to rule out that possibility."
This gives him something proactive so he can look productive up his chain while achieving the solution you want which will ultimately be successful.
In the long term you should look to work for someone who trusts your technical decisions implicitly, you can talk candidly with and who well help you help him navigate the politics in a way you both know what's going on. If you manager isn't that person, move.
Is this a big problem? Its not your job to save your company dollars other than that you would like your company to remain solvent so you get paid.
If its just one manager, he will be weeded out sooner or later, if your entire company culture is like this, maybe it would be time to move on.
In the mean time, see if you can see this from your manager's perspective.
I'd consider you're manager's intent to be a good thing. It's the people that don't want to bother that I find more difficult. It's just best to find a way to use that energy to be helpful.
One common problem for lots of people (occasionally myself), is that they flail around when trying to diagnose a problem. If you're wildly guessing at it, then particularity with modern computers, you have only the slimmest possibility of being right. Approaching this type of problem with that type of attitude, generally means that you'll never fix it.
The best way of handing complex debugging, is by divide and conquer. In this case, first think up a test, them implement it. Did that test act as expected? Depending on where you are with your tests, you are getting closer or farther away from the problem. The key, is that ALL of the tests must result in some concrete (objective) behavior. If the results are ambiguous, then the test is useless.
If you're getting a disconnect in part of the system, but some other part is not, then you have a huge amount of valuable information (it also shows it's not the network). What's the difference between the parts? Just start descending until you get somewhere ...
Getting back to your manager. Whenever I encounter that type of personality problem, I try to redirect the energy into something more useful. The desire is there, it just needs some help in getting shaped. If you can convince your manager to make sure the tests are concrete, then if they do enough of them, they'll produce enough information to correctly guess the bug. Sure, a more consistent approach might be faster, but why turn down some free assistance. I generally feel that there is some useful role for anyone on any project, it's all about making it possible to harness their efforts ....
Paul.
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I work as a PHP developer, and my boss is driving me crazy. He calls me every now and then, gives me tasks even when the previous tasks haven't been completed. Forbids me from meeting with clients and tells me incomplete specification verbally or over the phone, and expects to have working applications from the first deployment. Can any body suggest a way to curb this guys enthusiasm?
document what you are spending your time doing.
document requirements as they come in (through whatever channel)
provide both of these to your boss as frequently as necessary in order facilitate conversation about missing requirements or prioritization of your time
Start looking for another job and give him a pre-notice. This will curb his enthusiasm. Some people are to be avoided at all costs.
//Only two things are infinite, the universe and human stupidity, and I'm not sure about the former." -- Albert Einstein
Talk to him about the communication problems. It's usually a two-way problem. If he's giving you incomplete specs, why aren't you asking for more complete ones?
If you just want to stick it to him, then find a better job. If you're committed to making it work, then put some serious thought into the root of the problems you're having, and get him on board with helping you solve them.
I'd suggest having some sort of task list somewhere so that when your boss adds something to this list, he can see what you are doing and have estimates for how long some things will take.
As for the requirements being incomplete, this is why some like Agile approaches where you would get your boss in to test something regularly to verify that it is acceptable before putting something into production.
As others have mentioned who can type faster than me, one thing you can do is to try setting up some type of project management/bug tracking system for him to use. I've used FogBugz with success which requires no installation and has a free plan for small teams. You can setup an email account that he can send requests to.
When proposing this to your boss, do it in a way that will show that your goal is to help keep track of your tasks and priorities. But also be prepared for additional work. If he is agreeable to it he may want to see frequent status reports and where you are spending all of your time.
If you can get more complete specifications this can help drastically. It'll help you understand the project better. It'll help you estimate time for completion. And my favorite -- it'll help prevent double-work. There's nothing worse than getting incomplete requirements, building something wrong, and then finding out that you need to redo it.
If you can I'd try to find a good way to suggest this to your boss without stepping on any toes. If he understands the benefits he may be more open to the idea of being more thorough with you. What it'll really do is make you more efficient at your job.
Oh, and you may want to take a look at my answer to this question relating to time estimation:
How am I supposed to know how many days something will take?
The other suggestions of keeping things in writing at least for yourself are valid. However, for the kind of boss you describe with which I have some familiarity, it may not work.
Some bosses just never learn or already know what they are doing is wrong and do it anyway because to them, saying "yes" to the client and getting a signoff on a bigger contract today is more important than programming methodology that could delay a payment for 3 weeks (testing? why do we need to test? you tested it, right? two weeks for function X?! all you have to do is add a button, right?).
To many bosses, programming is just one of the tools needed to run their business. To them, it's a business to make money and programming methodology/quality is secondary.
What you do to keep yourself sane and safe if you want to stay with this boss is at least keep written records of every request and when problems come up, remind him why they happened. If possible, ask that all specs be delivered at least by email instead of verbally.
You always have the choice of going somewhere else if things don't improve.
Good luck.
I have struggled with this same problem at a few jobs.
I've observed that there is a type of programmer who can survive in this environment: one who simply works on whatever the boss says is the priority of the moment, and doesn't worry about deadlines at all. Just keep putting things on the back burner, and resume working on them the next time the boss asks for it. Endure the occasional tirade from your boss when something he asked you to start 12 months ago isn't done yet, because you've been working on whatever he gives you.
If you aren't comfortable with that sort of existence (and I would not be), then the best strategy I can suggest is that you have an open conversation with your boss about it:
It's important to me to do a good job,
but I feel like the work requests are
coming in faster than I can complete
them. I know that priorities
inevitably shift, so I'd like some
help from you to understand when this
happens, and how to balance my time
among the tasks to best meet your
needs. Can we talk about how to stay
in sync about priorities?
If the tasks can't be prioritized,
then I need you to understand that I
can't be productive on so many tasks
at once. It's just not humanly
possible. Have you considered hiring
additional programmers so we can
balance the workload and get it all done
in a timely way?
If he tries to stall or contradict or tells you to "work smarter, not harder" then you can escalate:
Let me put it another way: if you continue to give me tasks at the rate you have been, but don't prioritize them clearly, then you are going to hire another programmer. Whether this hire is your second programmer, or else my replacement, is up to you.
Basically, communication is good. Start by being diplomatic and phrasing everything in terms of how you contribute to his success. But increase the degree of bluntness until it sinks in.
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Here's a scenario I'm sure you're all familiar with.
You have a fairly "hands off" customer, who really doesn't want to get too involved in the decision making despite your best efforts.
An experienced development team spend hours discussing the pros and cons of a particular approach to a problem and come up with an elegant solution which avoids the pitfalls of the more obvious approaches.
The customer casually mentions after a quick glance that they want it changed. They have no understanding of all the usability / consistency issues you were trying to avoid in your very carefully thought out approach.
Despite explanations, customer isn't interested, they just want it changed.
You sigh and do what they ask, knowing full well what will happen next...
3 weeks later, customer says it isn't working well this way, could you change it? You suggest again your original solution, and they seize on it with enthusiasm. They invariably seem to have had a form of selective amnesia and blocked out their role in messing this up in the first place.
I'm sure many of you have gone through this. The thing which gets me is always when we know the time and effort that reasonably bright and able people have put in to really understanding the problem and trying to come up with a good solution. The frustration comes in contrasting this with the knowledge that the customer's choice is made in 3 minutes in a casual glance (or worse, by their managers who often don't even know what the project is really about). The icing on the cake is that it's usually made very late in the day.
I know that the agile methodologies are designed to solve exactly this kind of problem, but it requires a level of customer buy in that certain types of customers (people spending other peoples money usually) are just not willing to give.
Anyone any clever insight into how you deal with this?
EDIT: Oops - by the way, I'm not talking about any current or recent customer in this. It's purely hypothetical...
Make your customer pay by the effort you are putting into designing and developing the solution to their problem.
The more you work, the more you get. The customer will have to pay for his mistakes.
Customer will eventually learn to appreciate your experience and insight in the programming field.
Niyaz is correct, unfortunately getting a customer buy-in is difficult until they have been burned like this once before.
Additionally describe to the customer the scenario above and state how much extra it would cost if you went three or four weeks down the line and had to rewrite it due to a change and then let them use the prototype. It may take a few days to put one together so they can see both options (theirs [the wrong way], and yours [the right way]). Remember they are paying you not only for your ability to program but also your experience and knowledge of the issues which crop up.
Whatever the decision the customer makes, ensure that you get it documented, update your risks register for the project with the risks that the chosen implementation will incurr and speak to the project manager (if its not you) about the mitigation plans for them.
I agree with Niyaz. However at the time the customer suggests the change you should work out what the impact of the change will be, and how likely that impact is to happen. Then ask whomever is responsible (it's not always that customer) for the deliverable if they approve the change.
Making the impact clear (more cost, lower reliability, longer delivery time etc) is very important to helping the customer to make a decision. It's very important to describe the impacts on the project or their business in a factual way, and assess how likely that impact is to occur. "Maybes" and "i feel" are very ignorable.
After that as long as the right people approve the change and as long as they pay for it.. well you did give them what they wanted :)
One thing we have done with some success in the past in these kinds of situations is to hand the issues over to the client.
"OK, you want to change it - this is
what will happen if you do that. These
are the issues involved. You have a
think about how you'd like it to work
and then get back to us".
This approach doesn't tend to yield good solutions (unsurprisingly) but does tend to let the client see that it's not a "gut feeling", wild stab in the dark kind of question.
And failing that, it usually makes them stop asking you to change it!
Usually a scenario like this is caused by 2 things. The ones that are supposed to give you the requirement specifications are either don't put their hearts into the project because they have no interest in it, or because they really have no idea what they want.
Agile programming is one of the best ways, but there are other ways to do this. Personally I usually use a classic waterfall method, so spiral and agile methods are out of the questions. But this doesn't mean that you can't use prototypes.
As a matter of fact, using a prototype would probably be the most helpful tool to use. Think about the iceberg effect. The secret is that People Who Aren't Programmers Do Not Understand This. http://img134.imageshack.us/my.php?image=icebergbelowwater.jpg
"You know how an iceberg is 90% underwater? Well, most software is like that too -- there's a pretty user interface that takes about 10% of the work, and then 90% of the programming work is under the covers...." - Joel Spolsky
Generating the prototype takes time and effort but it is the most effective way to gather requirements. What my project team did was, the UI designer was the one that made the prototypes. If you give the users a prototype (at least a working interface of what the application is going to look and feel like) then you will get lots of criticism which can lead to desires and requirements. It can look like comments on YouTube but it's a start.
Second issue:
The customer casually mentions after a quick glance that they want it changed. They have no understanding of all the usability / consistency issues you were trying to avoid in your very carefully thought out approach.
Generate another prototype. The key here are results that the users would like to see instead of advice that they have to listen to.
But if all else fails you can always list the pros and cons of why you implemented the solution, whether or not the particular solution they like is not the one you insisted on. Make that part of the documentation as readable as possible. For example:
Problem:
The park is where all the good looking women jog to stay in shape. Johnny Bravo loves enjoying "mother nature's beauty", so he's lookin to blend in... you know... lookin all buff and do a little jogging while chasing tail.
Alternative Solutions:
1) Put on black suede shoes to look as stylish as you can.
2) Put on a pair of Nike's. Essential shoes for running. Try the latest styles.
Implemented Solution:
Black suede shoes were top choice because... well because hot mommies dig black suede shoes.
Or else, if they won't pay for the effort, just avoid putting that much resources into the solution of the problem, and just give them exactly what they've asked for and then think about it after the three weeks have passed.
Somewhat frustrating, yes, but that's the way it'll always be with that kind of customers. At least you won't be losing money.